The Consumer Affairs Branch (CAB) of the California Public Utilities Commission (CPUC) reported that it assisted more than 43,500 customers and secured over $5 million in refunds for consumers during 2024. The CAB, made up of 52 staff members, works with utility customers across California to resolve billing and service disputes that have not been addressed by utility companies directly.
Greg Harris, a Consumer Affairs Representative at CPUC, said, “I try to provide callers accurate, reliable, and compassionate support. I work to build trust so that every person feels heard.”
CAB handles complaints related to electricity, natural gas, water, and telecommunications services provided by privately owned utilities regulated by the CPUC. It also supports those enrolled in California LifeLine, which offers discounted phone services for qualifying households.
“Our consumer representatives are hard-working, dedicated civil servants who wake up every morning to help people,” said Clover Sellden, Program Manager for CAB. “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. We listen to really help.” He explained that resolving complaints often starts with de-escalating emotions before addressing the issue itself.
Cases handled by CAB range from high rates and billing errors to outages or missed appointments. Staff may coordinate with CPUC specialists or directly with utility companies to find solutions. Harris recounted helping an elderly customer manage late payments after her husband’s death: “I wanted her to know she wasn’t alone and that we could figure this out,” he said.
Other cases included restoring paper billing for a telecommunications customer, correcting overcharges on accounts, fixing faulty meters, and obtaining a $100,000 refund for a small business.
Keya Ulmer supervises the written team at CAB. She said: “CAB serves as a mediator… We have an escalated connection with the utilities and we have the ability to resolve issues before they become more costly.”
To reach CAB’s services—which include language assistance—customers can call 1-800-649-7570 or submit complaints online or by mail at CPUC Consumer Affairs Branch, 505 Van Ness Ave., San Francisco.
Additionally, CAB operates programs such as Telecommunications Education and Assistance in Multiple-Languages (TEAM) and Community Help and Awareness of Natural Gas and Electric Services (CHANGES), providing culturally sensitive support through community organizations for limited English proficient consumers.
Quarterly reports detail ongoing efforts by CAB to address consumer concerns throughout California.
