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Completing the Form

This guide walks you through all the fields and options when completing a formal complaint form.

Provide Complaint Information​

Follow the on-screen prompts to complete the required information.

1. Informal Complaint Check​

  • Indicate whether the complaint has previously gone through the Informal Complaint process by selecting Yes or No.

If Yes​

Provide:

  • Details on the outcome of the informal complaint, and
  • Reasons why the informal process did not resolve the issue.

Informal complaint Yes option

If No​

Provide:

  • An explanation of why the informal complaint process was not pursued.

Note: Users who wish to start with an informal complaint can select File Informal Complaint.
The system will guide them back to this form if the informal process remains unresolved.

Informal complaint No option

Informal complaint explanation field

2. Filing on Behalf of Another Individual or Entity​

If filing on behalf of someone else, select Yes and enter the filer's details.

Filing on behalf of another - Yes

Filer details form

If filing on your own behalf, select No.
The system automatically populates your registered user information.

Filing on own behalf - No

Auto-populated user information

Note: You must also specify the company or utility related to the complaint.
If the company does not appear in the dropdown, it must first be registered in the system (see Register New Company section for details).

Company selection dropdown

3. Enter Complaint Details​

Provide the following information:

  • General description of the dispute
  • Applicable law, rule, tariff, CCN, or operating authority (if known)
  • Relief being sought
  • Statement of facts supporting the complaint

Complaint details form - part 1

Complaint details form - part 2

Complaint details form - part 3

Once all details are entered, check the certification box:

"The factual allegations in the complaint are true and correct to the best of my knowledge and belief."

Certification checkbox

Certification checkbox selected

Form Validation Requirements​

Before submitting, ensure all fields meet these requirements:

Required Fields (marked with *)​

  • All personal information fields (Name, Email, Phone, Address)
  • Company/Utility selection - Must select from dropdown or enter if not listed
  • Complaint description - Must provide detailed description
  • Relief sought - Must specify what you're asking for
  • Statement of facts - Must provide supporting facts
  • Certification checkbox - Must be checked

Field Format Requirements​

FieldRequirements
EmailValid email format (name@example.com)
PhoneStandard format (XXX-XXX-XXXX or (XXX) XXX-XXXX)
AddressComplete address including city, state, ZIP code
DatesValid date format (MM/DD/YYYY)

Document Upload Requirements​

  • File formats: PDF, DOCX, XLSX, JPG, PNG
  • File size: Maximum 10-50 MB per file (check form for exact limit)
  • File names: Avoid special characters (use letters, numbers, hyphens, underscores)
  • Required documents: Varies by complaint type - check form for specific requirements
Before Submitting
  • Review all entered information for accuracy
  • Ensure all required fields are completed
  • Verify file uploads are successful
  • Check that certification box is selected
  • Save your confirmation number when received

Common Mistakes to Avoid​

Avoid These Common Errors

Incomplete Information

  • Don't leave required fields blank
  • Don't skip sections thinking they're optional
  • Don't submit without uploading required documents

Incorrect Company Selection

  • Don't select the wrong utility/company
  • Don't enter company name if it exists in the dropdown - search first
  • Don't proceed if company isn't found - register it first if you're Tier 2

Vague Complaint Description

  • Don't write "I have a problem" - be specific
  • Don't omit dates, locations, or details
  • Don't forget to explain how the issue affects you

Missing Supporting Documents

  • Don't forget to upload bills, correspondence, or evidence
  • Don't upload corrupted or unreadable files
  • Don't exceed file size limits

Incorrect Contact Information

  • Don't use an email you don't check regularly
  • Don't provide incorrect phone numbers
  • Don't forget to update if your contact info changes

Not Checking Certification

  • Don't forget to check the certification checkbox
  • Don't submit without reading what you're certifying
  • Don't certify information you know is incorrect

Next Steps​

After completing the form: