The Division of Customer Assistance handles verbal and written disputes, and information inquiries. Customers may contact the Division with complaints regarding service delays, lack of service, discontinuance of service, payment arrangements, high bills, deposit requests, and incurred or high rates.
Emergency assistance is also available for gas leaks, fallen wires and water main breaks. In the event of a gas leak, call 911 and report it to your utility immediately.
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The Bureau of Customer Relations mediates disputes between utilities and customers over such matters as service complaints, high bills, payment arrangements, discontinuance of service, deposit requests and incorrect rates. The Bureau’s verbal complaint unit is responsible for handling thousands of phone calls annually. These include emergency calls concerning gas leaks, fallen wires, water main breaks as well as lack-of-service complaints, service delays, appliance repairs, discontinuance of service and payment arrangement remediation. The Bureau is responsible for tracking the number of complaints received to identify areas of concern; in turn, the Division recommends necessary corrective action to the Board.
The Bureau of Investigations and Enforcement conducts investigations concerning utilities, Third Party Energy Suppliers, and other matters which might be in violation of the Electric Discount Energy Competition Act (EDECA) or BPU regulations. Customers contact the Bureau of Investigations and Enforcement with complaints regarding telephone and energy slamming, cramming and energy contracts. Complaints are also received from the Federal Communications Commission, Department of Law & Public Safety, Division of Community Affairs, telecommunications companies and consumers.
The Research and Analysis Unit is responsible for research and planning functions within the Division. It provides analytical and administrative support to the Division Director in conducting special projects, surveys and studies. Staff also processes formal complaints for the Board’s consideration at its agenda meetings and participates in rulemaking, rate case issues and tariff revisions while also providing assistance and consultation to other Divisions of the Board.
The Bureau of Energy Programs and Assistance provides customer assistance, information, advocacy and outreach to the public regarding New Jersey’s energy assistance programs. The unit provides helpful information and support to the public regarding assistance available and support to New Jersey’s utility customers, federal, state, and local representatives as well as stakeholders and other interested parties.
For more information, please call the Customer Assistance Call Center at 1-800-624-0241 and ask to speak with an energy assistance specialist. You can find all the available utility assistance programs on the BPU’s assistance programs web page.
