FAQ
Answers to common questions about the NMPRC Public Portal. Click a question to expand it. For step-by-step fixes, see Troubleshooting; to contact staff, see Get Help.
- Registration and account
- Filing and submissions
- IPRA
- Dockets and documents
- Companies
- Technical issues
- Search
- General
Registration and Account
Do I need to register to use the portal?
It depends on what you want to do:
| Task | Registration |
|---|---|
| Browse dockets, search documents, submit public comments | Not needed |
| File formal complaints, submit IPRA requests, file dockets | Required |
See the Quick Start Guide.
What's the difference between Tier 1 and Tier 2 users?
| User type | What they can do | Access |
|---|---|---|
| Tier 1 | Submit public comments, rulemaking comments, formal complaints and IPRA requests. Cannot file new dockets or file into existing dockets. | Immediate after registration |
| Tier 2 | Everything Tier 1 can do, plus file new dockets, file into existing dockets, and register and manage companies. | Requires approval (2-5 business days) |
How long does registration take?
- Tier 1: Immediate access. Registration takes 5-10 minutes.
- Tier 2: 2-5 business days for approval after registration.
Can I change from Tier 1 to Tier 2 later?
Yes. Tier 1 users can request Tier 2 access from their Profile page. See Request Tier 2 Access.
I didn't receive my registration confirmation email. What should I do?
- Check your spam or junk folder.
- Wait 5-10 minutes; emails can be delayed.
- Check that you entered the correct email address.
- Use Forgot Password to access your account.
- If there is still no email, contact support through Get Help.
I forgot my password. How do I reset it?
- Go to the login page.
- Click Forgot Password or Reset Password.
- Enter your registered email address.
- Check your email for reset instructions.
- Follow the link to create a new password.
See Troubleshooting if the reset email does not arrive.
Filing and Submissions
How do I know if my submission was received?
After you submit, you receive:
- A confirmation message on screen with a confirmation number.
- An email confirmation (check your spam folder if it does not arrive).
- An entry in your dashboard under My Docket Filings, My Company Filings or My Dockets.
Always save your confirmation number for reference.
What happens after I submit a formal complaint?
- Immediately: you receive a confirmation number.
- Review: PRC staff review your complaint, typically within a few business days.
- Status updates: you receive email notifications about status changes.
- If accepted: your complaint becomes an active docket.
- If rejected: you receive a notice with the reason.
My submission was rejected. What should I do?
- Check the rejection notice in your dashboard or email.
- Review the reason for rejection.
- Correct the issues identified.
- Submit a new filing with the corrected information.
- Contact support through Get Help if you need clarification.
See Troubleshooting.
How long does it take for a filing to be processed?
It varies by type:
| Submission | Typical timing |
|---|---|
| Formal complaints | Reviewed within a few business days |
| Docket filings | 2-5 business days for initial review |
| IPRA requests | Acknowledged within 15 business days (as required by law) |
| Public comments | Processed as received |
Check your dashboard for the current status.
What file formats are accepted for uploads?
Commonly accepted formats are PDF (recommended), DOCX (Microsoft Word), XLSX (Microsoft Excel), and JPG and PNG images. File size limits typically range from 10-50 MB. Check the upload form for its specific requirements.
My file upload failed. What should I do?
Common causes:
- The file is too large (check the size limit).
- The file format is not accepted (convert it to an accepted format).
- The upload timed out (try again or use a smaller file).
See Troubleshooting.
IPRA Requests
What is IPRA?
IPRA is the Inspection of Public Records Act, a New Mexico state law that gives the public the right to access public records held by government agencies. See IPRA Request Overview.
How long does an IPRA request take?
- Acknowledgment: within 15 business days (required by law).
- Response time: varies with the complexity of the request.
- Status updates: available in your dashboard.
My IPRA request shows "Clarification Required." What does this mean?
PRC staff need more information to process your request. Check your email, or the Note to Requestor section of your IPRA request, for details of what is needed. See Manage Your IPRA Request.
What does "Broad and Burdensome" mean for an IPRA request?
Your request is too broad and needs to be more specific. Narrow it to specific documents or date ranges. See Troubleshooting.
Dockets and Documents
What is a docket?
A docket is a formal case or proceeding before the NMPRC. It works like a file folder that holds all the documents for a specific regulatory matter. See Docket in the Glossary.
How do I find a specific docket?
- Use Search on the dashboard.
- Use Advanced Search with filters.
- Search by docket number, company name or other criteria.
- Browse All Dockets if you know approximate dates.
Why can't I see certain documents?
Possible reasons:
- The document is marked confidential and is not publicly visible.
- The document is pending approval and not yet published.
- You may need to be a party to the docket to view certain documents.
- The document may have access restrictions.
What is "Docket 360"?
Docket 360 shows all the information about a specific docket: docket details, pleading documents, party information, service notifications and comments. See Docket 360 in the Glossary.
Company Registration
Do I need to register a company?
Only if:
- You're filing dockets on behalf of a company.
- You're a company representative needing Tier 2 access.
- The company isn't already registered in the system.
How long does company registration take?
- Submission: 20-30 minutes to complete the form.
- Approval: 2-5 business days for PRC staff review.
- Once approved: the company appears in My Companies.
My company registration was rejected. What should I do?
- Review the rejection notice for the specific reasons. Common reasons are incomplete information, a duplicate company or incorrect details.
- Correct the issues and resubmit.
- Contact support through Get Help if you need clarification.
See Troubleshooting.
Technical Issues
What browsers are supported?
The latest versions of Google Chrome, Mozilla Firefox, Microsoft Edge and Safari. Keep your browser updated for the best performance.
The page won't load or is slow. What should I do?
- Check your internet connection.
- Clear your browser cache and cookies.
- Try a different browser.
- Temporarily disable browser extensions.
- Update your browser to the latest version.
See Troubleshooting.
Can I use the portal on my mobile device?
Yes, with some limitations:
- Browsing and searching work well on mobile.
- Complex forms are easier to complete on a desktop or laptop.
- File uploads may have limitations on mobile.
Use a desktop or laptop for filing submissions.
I'm getting error messages. What should I do?
- Read the error message carefully; it usually explains what's wrong.
- Check Troubleshooting for common errors.
- Take a screenshot of the error.
- Contact support through Get Help with the error details.
Search and Navigation
How do I search for dockets or documents?
Use the Search bar on the dashboard, or Advanced Search for detailed filtering. You can search by docket number, company name, document title, date range and status.
My search returns no results. What should I do?
- Check the spelling of your search terms.
- Try different keywords or partial matches.
- Use fewer filters; too many may exclude results.
- Expand date ranges if you are searching by date.
- Try Advanced Search with different criteria.
See Troubleshooting.
General Questions
What is the NMPRC?
The New Mexico Public Regulation Commission (NMPRC) is the state regulatory agency that oversees utilities, telecommunications, transportation and other regulated industries in New Mexico. See www.prc.nm.gov.
Is there a user manual or guide?
Yes. This documentation site is the user guide for the portal. Start with the Quick Start Guide to find the pages for what you want to do.
How do I contact support?
| For | Contact |
|---|---|
| Portal and technical issues (IT Support) | prc.support@prc.nm.gov |
| General questions and consumer complaints | 1-888-427-5772 |
See Get Help for all contacts and hours.
Where can I find more information?
- Quick Start Guide to get started.
- Troubleshooting to solve issues.
- Glossary to understand terms.
- Get Help to contact support.
- NMPRC website for general information.