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Overview

The Submit a Formal Complaint feature enables registered users to file a formal complaint with the New Mexico Public Regulation Commission (NMPRC).
This process captures essential complaint details—such as complainant information, utility or provider involved, issue category, and supporting documentation—through a guided, step-by-step form.

Once the complaint is submitted, the system automatically creates a new Formal Complaint Docket, assigns a confirmation number, and sends a submission notification to the user.

Example Scenario​

Real-World Example

Scenario

Sarah is a homeowner who has been experiencing frequent power outages from her electric utility. She tried contacting the utility directly but didn't receive a satisfactory response. She wants to file a formal complaint with the NMPRC.

What Sarah Needs
  • Her account information and service address
  • Dates and details of the power outages
  • Records of her communications with the utility
  • Any supporting documentation (photos, bills, correspondence)
What Happens
  1. Sarah registers as a Tier 1 user (takes 10 minutes)
  2. She logs in and clicks "Submit a Formal Complaint"
  3. She fills out the complaint form with her issue details
  4. She uploads supporting documents (bills, email correspondence)
  5. She submits and receives a confirmation number
  6. Within 2-5 business days, PRC staff reviews her complaint
  7. If accepted, her complaint becomes an active docket
  8. She can track the status in "My Dockets"

Timeline: Registration (10 min) + Filing (20-30 min) + Review (2-5 business days)

Authorized Users​

UserFunction in Filing a Formal Complaint
Tier 1 UserCan submit a formal complaint through the Submit a Formal Complaint option under the Submit New button.
Tier 2 UserCan submit a formal complaint through the Submit a Formal Complaint option under the Submit New button.

Quick Navigation​

This guide is organized into the following sections:

What You'll Need​

Before submitting a formal complaint, make sure you have:

  • Complainant Information - Your name, contact details, and address
  • Company/Utility Information - The utility or company the complaint is against
  • Complaint Details - Description of the issue, applicable laws/rules, relief sought, and supporting facts
  • Supporting Documents (recommended) - Bills, correspondence, photos, or other evidence
  • Informal Complaint History (if applicable) - Details about any previous informal complaint attempts

What Happens After Submission​

Immediate Steps​

  1. Confirmation: You'll receive a confirmation number immediately after submission
  2. Email Notification: A confirmation email is sent to your registered email address
  3. Dashboard Update: Your complaint appears in My Dockets with status New

Review Process​

Timeline: Typically 2-5 business days for initial review

  1. PRC Staff Review:

    • Your complaint is routed to the appropriate PRC division
    • Staff reviews for completeness and compliance
    • May request additional information if needed

  2. Status Updates:

    • New → Complaint received, awaiting review
    • Active → Complaint accepted and docket created
    • Rejected → Complaint denied (you'll receive reason)

  3. Email Notifications:

    • You'll receive email updates when status changes
    • Check your spam folder if you don't see emails

If Your Complaint is Accepted​

Once accepted:

  • Status changes to Active
  • A formal docket number is assigned
  • Your complaint appears in All Active Dockets
  • The docket becomes part of the public record
  • You can file additional documents into the docket

Next Steps:

  • Monitor your dashboard for updates
  • Check My Dockets for status changes
  • You may receive requests for additional information
  • Follow the docket through the regulatory process

If Your Complaint is Rejected​

If rejected:

  • You'll receive an email with the rejection reason
  • Status shows as Rejected in your dashboard
  • Review the reason and correct any issues
  • You can submit a new complaint with corrected information

Common Rejection Reasons:

  • Missing required information
  • Insufficient supporting documentation
  • Information doesn't meet regulatory requirements
  • Complaint doesn't fall under NMPRC jurisdiction

Tracking Your Complaint​

Ways to track:

  1. My Dockets - View status and details
  2. Email Notifications - Receive updates automatically
  3. Case 360 View - See all docket information
  4. All Active Dockets - Once accepted, view in public queue