How to File a Complaint Against a Utility Company

When the utility company doesn't investigate your utility tap claim, you can file an informal and a formal complaint with the Illinois Commerce Commission (ICC). An informal complaint must be filed first before a formal complaint.

Continued Utility Service: As long as you pay your current bill and any past due that is undisputed, the utility company may not shut off service while you are in the complaint process.
Time Limit: You have 2 years to file a complaint with the ICC to recover excessive or unjust charges or refunds for overcharges. You have 2 years to file a complaint for incorrect billing. The 2 years starts running when you first learned of the incorrect bill.

Step 1: Contact the utility company

If you have a question or a problem with a utility bill, first contact the utility by phone, by letter, or in person. If you cannot solve the problem with the customer service representative, ask to have a supervisor hear the complaint.

Step 2: File an informal complaint

If you cannot work out a solution, you should file a complaint with the Illinois Commerce Commission (ICC). You can file an informal complaint in the following ways:

Online
By telephone in Illinois: (800) 524-0795 | TDD (800) 858-9277
By telephone outside of Illinois: (217) 782-2024
By mail (ICC Consumer Services Division, 527 E. Capitol Ave, Springfield, IL 62701)

If your service is off, the fastest way to start the process is to file the complaint by telephone.

NOTE: These informal complaints may take 2 to 4 weeks to settle. After taking the information from you, an ICC counselor will contact the utility company for further information. The counselor will try to solve the complaint in a way that is satisfactory to both sides. If either side disagrees with a proposed resolution, the counselor has no power to decide the outcome. While complaints are being investigated, you must continue to pay current bills, and the undisputed portion of a past-due bill or enter into a DPA for its payment.

Step 3: File a formal complaint

If the problem cannot be resolved through the informal complaint process, you can file a formal complaint with the ICC. There are detailed rules for how to file such a complaint. You must go through the informal process before filing a formal complaint.

There are formal complaint forms available from: Chief Clerk, ICC, 527 East Capitol Ave., Springfield, IL 62701.

Step 4: Go to your formal complaint hearing

After the complaint has been filed, there will be a hearing. You can have a lawyer, but it is not required. Review the ICC's reference book to prepare for your hearing.

Step 5: Appeal ICC's decision

If you disagree with the final ICC decision, you must ask for a rehearing, by filing an application within 30 days of the date of the final order.

If the ICC denies a rehearing, then you can appeal directly to an Illinois appellate court. You must file that appeal within 35 days from the date of the order denying a rehearing.

You should file any claim regarding loss or damage to property resulting from utility company action with the ICC. However, before going to the ICC you must file the claim with the utility first.

The above article provides information about legal issues but is not the same as legal advice. Legal advice is when a lawyer applies the law to your specific situation. The information in this article does not replace the advice or representation of a licensed attorney. Law Center for Better Housing cannot guarantee the accuracy or completeness of the information in this article and is not responsible for any consequences that may result from using it. You should consult with a licensed attorney to ensure the information in this article is appropriate for your specific situation. Using the information in this article does not create a relationship between Law Center for Better Housing and you as your attorney.