Filing a Complaint with the Public Service Commission is Simple

The West Virginia Public Service Commission outlines the easy steps to file an informal or formal complaint against a utility company.

Apr. 11, 2026 at 6:36pm

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A vibrant, pop art-style illustration featuring a repeating grid of a vintage telephone icon in bright, neon-like colors, conceptually representing the accessibility and simplicity of the complaint filing process with the state's public utility regulator.The West Virginia Public Service Commission makes it easy for residents to file complaints against utility companies through a straightforward process.Charleston Today

The West Virginia Public Service Commission (PSC) makes it easy for residents to file complaints against utility companies. Customers can start with an informal complaint by calling the PSC's utility complaints number, where specialists will work to resolve the issue directly with the utility. If that is unsuccessful, customers can then file a formal complaint by downloading a simple two-page form from the PSC website and submitting it with a notary public's signature. The formal process may take longer but provides an opportunity for mediation and a hearing before an administrative law judge or the full PSC commission.

Why it matters

The PSC plays a crucial role in protecting consumers and ensuring fair and reliable utility services across West Virginia. By providing clear guidance on the complaint process, the PSC makes it easy for residents to advocate for themselves and hold utility companies accountable.

The details

Customers have two options when filing a complaint with the West Virginia PSC. The first is an informal complaint, which the PSC receives thousands of each year and resolves 97% within 30 days. For an informal complaint, customers simply call the PSC's utility complaints number at 1-800-642-8544 and speak with a specialist who will work directly with the utility to find a resolution. If that is unsuccessful, customers can then file a formal complaint by downloading 'PSC Form 1' from the PSC website. This two-page form requires basic information about the complaint and must be witnessed by a notary public before submission. The PSC then sends the formal complaint to the utility, gives the company 10 days to respond, and offers an opportunity for mediation. If mediation is declined, the case proceeds to a hearing before an administrative law judge or the full PSC commission.

  • The PSC receives thousands of informal complaints each year.
  • The PSC resolves 97% of informal complaints within 30 days.
  • Utilities have 10 days to respond to a formal complaint filed with the PSC.

The players

West Virginia Public Service Commission (PSC)

The state regulatory agency responsible for overseeing and ensuring fair and reliable utility services for West Virginia residents.

Charlotte R. Lane

The chairperson of the West Virginia Public Service Commission who authored this guide on filing complaints with the agency.

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What they’re saying

“If you feel you have been wronged, we encourage you to file a complaint using the route that makes you most comfortable.”

— Charlotte R. Lane, WV PSC Chairman

The takeaway

The West Virginia Public Service Commission provides a straightforward process for residents to file complaints against utility companies, whether through an informal call-in process or a more formal written complaint. This allows consumers to easily advocate for themselves and hold utilities accountable, which is crucial for ensuring fair and reliable service across the state.