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Submit Formal Complaint

This guide has been reorganized

This process has been broken into multiple pages for easier navigation. Start with the Overview page.

Quick Navigation​

This guide is organized into the following sections:

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)

For detailed step-by-step instructions, see:

Additional Resources​

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

Need Help?​

Note: Once the formal complaint is submitted, it is automatically routed to the appropriate PRC staff or division for review. When the complaint is accepted by PRC staff, the Status updates to Active and appears under the All Active Dockets queue.