The Consumer Affairs Branch (CAB) of the California Public Utilities Commission (CPUC) handled more than 43,500 customer complaints and facilitated over $5 million in refunds to utility customers in 2024. The branch consists of 52 staff members who help consumers resolve issues with utilities regulated by the CPUC, such as electricity, natural gas, water, and telecommunications providers.
Greg Harris, a Consumer Affairs Representative at the CPUC, spends his workdays assisting customers who have been unable to settle billing or service disputes directly with their utility companies. “I try to provide callers accurate, reliable, and compassionate support,” Harris said. “I work to build trust so that every person feels heard.”
CAB also helps those enrolled in California LifeLine, which provides discounted phone services for eligible households.
“Our consumer representatives are hard-working, dedicated civil servants who wake up every morning to help people,” said Clover Sellden, CAB’s Program Manager. “They know that the most vulnerable populations in our state need assistance and need a voice. Our Representatives give them that voice.”
Donnie Burks, another CAB representative, described his approach: “You can hear without listening and that just creates more frustration,” Burks said. “We listen to really help.” He added that his goal is first to reduce emotional tension before working toward solutions.
Harris recounted helping an elderly woman who had missed several months of electricity payments after her husband died. He worked with the utility company’s credit department to find a solution for her situation. “I wanted her to know she wasn’t alone and that we could figure this out,” he said.
Other cases resolved by CAB include assisting a telecommunications customer return to paper billing, correcting overcharges on accounts, fixing faulty energy meters, and securing significant refunds for businesses.
“CAB serves as a mediator,” explained Keya Ulmer, Supervisor for the CAB written team. She noted that her team handles about 70 cases daily and often resolves issues before they escalate further. “We have a huge impact for consumers. We have an escalated connection with the utilities and we have the ability to resolve issues before they become more costly.”
The branch offers support in multiple languages through its language line and works closely with community organizations via programs like Telecommunications Education and Assistance in Multiple-Languages (TEAM) and Community Help and Awareness of Natural Gas and Electric Services (CHANGES). These initiatives aim to assist limited English proficient consumers with culturally sensitive services.
Customers can reach CAB by phone at 1-800-649-7570 or submit complaints online or by mail at CPUC Consumer Affairs Branch, 505 Van Ness Ave., San Francisco CA 94102-3298.
