Abusive marketing tactics in the energy sector are drawing concern from California regulators as complaints rise, particularly among disadvantaged communities. The California Public Utilities Commission (CPUC) has identified a surge in reports about misleading sales practices by some Core Transport Agents (CTAs), which are companies authorized to sell natural gas to residential and small business customers.
The CPUC’s Consumer Affairs Branch (CAB) received 2,406 complaints related to CTAs in the first nine months of 2025. Nearly 70 percent of these complaints involved allegations of abusive marketing, according to the agency. These issues often include deceptive claims about bill reductions or false affiliations with local utility companies.
Many of the affected consumers live in neighborhoods where English is not the primary language or where older adults make up a significant portion of residents. “In zip codes where many residents don’t speak English at home or where there’s a high concentration of older adults over 65 years old, complaint ‘hot spots’ light up on CAB’s maps,” said Linette Young, a CAB Senior Analyst. “These groups are particularly vulnerable to misleading claims, high-pressure sales, or where customers are switched to another provider without consent.”
Data from the CPUC show that 40 percent of all abusive marketing complaints in 2025 originated from California’s most disadvantaged neighborhoods—areas with median household incomes less than half the statewide average. Regions impacted include parts of Fresno, Modesto, Stockton, Oakland, San Francisco, and Vallejo.
To address these concerns, the CPUC oversees utility companies to ensure compliance with regulations and equitable treatment for customers. Through CAB and funded programs such as Telecommunications Education and Assistance in Multiple Languages (TEAM) and Community Help and Awareness of Natural Gas and Electric Services (CHANGES), the commission provides support for consumers with limited English proficiency. These initiatives partner with community organizations to help people understand their bills and report scams in their native languages.
When patterns emerge—such as repeated targeting of vulnerable neighborhoods—the CPUC can initiate investigations into company practices.
The agency encourages consumers who encounter questionable offers or believe they have been misled to verify information before agreeing to any service changes and to contact CAB if necessary. Complaints submitted by individuals assist the CPUC in identifying problematic actors within the industry.
