Florida Public Service Commission

The Florida Public Service Commission regulates investor-owned electric, natural gas, water and telecommunications utilities in Florida. Its consumer assistance office handles complaints about billing, service quality, deposits, disconnection and safety. For most households served by a large private utility, the commission is the main state-level escalation route.

What the FPSC covers

• Investor-owned electric utilities, including Florida Power & Light, Duke Energy Florida, Tampa Electric and Florida Public Utilities.
• Natural gas utilities under state regulation.
• Private water and wastewater utilities.
• Landline telephone service and certain telecom consumer protections.
• Rules on deposits, late fees, disconnection notices and payment arrangements.

What it does not cover

Municipal utilities and rural electric cooperatives are generally self-governed and fall outside the FPSC's complaint process. Cable television and internet service quality are also outside its remit. The commission does not set competitive broadband prices and cannot order a company to compensate you for lost business or inconvenience unless a rule or tariff supports it.

Filing a complaint

Start with the utility's customer service team and ask for a formal complaint or a supervisor. Get the account number, the service address, the dates and the name of the representative. If the response is unsatisfactory, contact the FPSC's consumer assistance office by phone or through its online form.

The utility must respond to the commission, and the commission's staff will review the account history and the applicable tariff. Common outcomes include a corrected meter reading, a billing adjustment, a payment plan, a repair order or an explanation of why the charge stands. If the case involves a safety risk, say so clearly and ask for the inspection record.

Building a strong complaint

Use documents rather than adjectives. A bill showing the disputed charge, a meter photo, an outage log or a copy of a contract is worth more than a long account of phone calls. State the remedy you want in one sentence. If you are asking for a refund, give the amount and the dates it covers.

If the utility and the commission both uphold the charge, you can still use small claims court for a modest money claim, or ask a consumer law attorney about your options. The commission's decision is not the end of every route.

For the wider process, read how to complain to a US utility commission. Households with telecom problems can also check the FCC page for the federal route.