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New Hampshire
Office of Consumer Advocate
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NHPUC
 
 
consumer
electric
natural gas
telecom
water

Consumer Contacts – Where do I go?

The Office of Consumer Advocate is charged with representing the interests of residential ratepayers as a whole, and does not represent individual customers. We do provide assistance to individual consumers by helping them navigate the system of services that may be of assistance to them. We also provide referrals and we work directly with utilities on consumer issues.

Rates and services of Public Utilities Commission:  

The New Hampshire Public Utilities Commission (PUC) regulates public utilities as defined in RSA 362:2. Typically, these are investor-owned electric, telephone, naturalgas, and non-municipal water utilities.

The Consumer Affairs Division of the PUC is empowered by law to assist customers of regulated utilities with complaints or inquiries about the utilities’ rates and services. Among other things, the PUC Consumer Affairs Division is charged with mediating disputes between individual customers and their regulated utility, and assisting in negotiating a payment plan for outstanding balances owed to a utility.

A customer of a regulated public utility should always direct their complaint or inquiry first to the public utility. If the customer is not satisfied with the utility’s response, the customer should direct their complaint or inquiry to the PUC Consumer Affairs Division.

Public Utilities Commission, Consumer Affairs Division
Phone: 800-852-3793 or 800-735-2964 (TDD Access-Relay NH)
Fax: (603) 271-3878,
Address: 21 South Fruit Street, Suite 10, Concord, N.H. 03301-2429
Website: www.puc.nh.gov
E-mail: puc@puc.nh.gov

Services not regulated by the Public Utilities Commission:

Cable Television Service – If a consumer has a complaint or inquiry about their cable services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the provider’s response, the consumer may direct their complaint or inquiry to the local municipality, which periodically approves the franchise of the cable operator. The Better Business Bureau may also assist consumers with complaints about cable television services. If the company has done something against NH law you should also file a complaint with the Attorney General’s Office. See below for contact information.

Heating Oil/Propane – If a consumer has a complaint or inquiry about heating oil or propane services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the provider’s response, the consumer may direct complaints or inquiries to the New Hampshire Department of Agriculture, Division of Weights and Measures, which may investigate certain issues including whether the amount of heating oil/propane delivered corresponds to the amount charged for and whether the prices posted correspond to the prices charged. However, it is the Attorney General’s Office Consumer Protection Bureau that handles complaints related to unlawful practices and/or services. See below for contact information.

Internet Services – If a consumer has a complaint or inquiry about internet services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the provider’s response, the consumer may direct their complaint or inquiry to the Attorney General’s Consumer Protection Bureau or the Federal Communications Commission. The PUC’s Consumer Affairs Department may also be able to assist consumers with this type of complaint if the provider is willing. See below for contact information.

Long Distance Telephone Service: If a consumer has a complaint or inquiry about long distance telephone services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the provider’s response, the consumer may direct their complaint or inquiry to the Federal Trade Commission is fraud is involved or the Federal Communications Commission. See below for contact information.

Prepaid Phone Calling Cards: If a consumer has a complaint or inquiry about prepaid phone calling services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the provider’s response, the consumer may direct their complaint or inquiry to the Attorney General’s Consumer Protection Bureau, your local Better Business Bureau, and/or the Federal Trade Commission if there is fraud involved. See below for contact information.

Un-Solicited Telemarketing CallsIf a consumer has a complaint or inquiry about an unsolicited telemarketing call, the consumer should first request of the telemarketer to be placed on their do-not-call list. The consumer may also register on a national do-not-call list by calling 1-888-382-1222 (voice) or 1-866-290-4236 (TTY). If the unsolicited telemarketing calls continue despite these efforts, the consumer may direct complaints or inquiries to the Federal Communications Commission. See below for contact information.

Wireless telephone services – If a consumer has a complaint or inquiry about wireless telephone services, the consumer should first contact the provider of those services. If the consumer is not satisfied with the provider’s response, the consumer may direct their complaint or inquiry to the Attorney General’s Consumer Protection Bureau. The PUC’s Consumer Affairs Department may also be able to assist consumers with this type of complaint if the provider is willing. See below for contact information.

Contact Information:

Attorney General’s Office, Consumer Protection Bureau
Phone 888-468-4454 or 800-735-2964 (TDD Access-Relay NH)
Fax (603) 271-2110
Address: 33 Capitol Street, Concord, NH 03301
Website: www.doj.nh.gov

  • The Consumer Protection and Antitrust Bureau acts to protect consumers from unfair or deceptive trade practices in New Hampshire . When businesses misrepresent, do not provide, or provide poor quality services or products, the Consumer Protection and Antitrust Bureau may question the practices and seek appropriate measures to remedy the situation on behalf of the State. The Bureau’s mission also includes consumer education and outreach.

Better Business Bureau -
Phone: (603)224-1991
Fax: (603)228-9035,
Address: 25 Hall St. Suite 102, Concord, NH 03301-3471  
Website: www.bbbnh.org
Email: info@bbbnh.org

  • Better Business Bureau's goal is to successfully resolve complaints involving buyers and sellers in a fair and timely fashion. This includes complaints involving consumer-to-business and business-to-business transactions that involve the advertisement and/or sale of a product or service.

Department of Agriculture, Division of Weights and Measures
Phone (603) 271-3700
Website: http://agriculture.nh.gov/divisions/weights_measures/index.htm

  • The Division of Weights and Measures enforces all of the state’s laws affecting the measurement of commodities moving in commerce. The purpose is to ensure consumers receive an accurate quantity and adequate information about commodities so that they can make price and quantity comparisons. It inspects meters used for delivery of fuel oil, liquid propane gas, gasoline pumps, and containers used for measuring any type of liquid or solid commodity.

Federal Communications Commission
Phone: 1-888-CALL-FCC (1-888-225-5322),
Fax: 1-866-418-0232, TTY: 1-888-TELL-FCC (1-888-835-5322)
Address: 445 12th Street SW, Washington, DC 20554
Website: www.fcc.gov E-mail: fccinfo@fcc.gov

  • The Federal Communications Commission handles a wide variety of complaints, including: telemarketing issues such as junk faxes, Do-Not-Call violations, and other issues such as pre-recorded telephone messages, automatic telephone dialing systems, and unsolicited commercial e-mail messages to cell phones, pagers, and other wireless telecommunications devices, deceptive or unlawful advertising and marketing, disability access, emergency and public safety, and others. If you provide enough information to indicate a potential violation of the Communications Act of 1934, or the Federal Communications Commission’s rules, the Federal Communications Commission will use your complaint to pursue enforcement action against the violators. This enforcement action could include forfeitures.

Federal Trade Commission
Phone: 202-326-2222
Address: 600 Pennsylvania Avenue, N.W., Washington, D.C. 20580
Website: www.ftc.gov

  • While the Federal Trade Commission does not resolve individual consumer problems, your complaint helps the agency investigate fraud, and can lead to law enforcement action. The Federal Trade Commission enters Internet, telemarketing, identity theft and other fraud-related complaints into Consumer Sentinel®, a secure, online database available to hundreds of civil and criminal law enforcement agencies worldwide.

The PUC and the OCA can help refer consumers to these and other resources.

Public Utilities Commission, Consumer Affairs Department
Phone: 800-852-3793 or 800-735-2964 (TDD Access-Relay NH)
Fax: (603) 271-3878,
Address: 21 South Fruit Street, Suite 10, Concord, N.H. 03301-2429
Website: www.puc.nh.gov
E-mail: puc@puc.nh.gov

Office of Consumer Advocate -
Phone: (603) 271-1172
Fax: (603) 271-1177
Address: 21 South Fruit Street, Suite 18, Concord, NH 03301
Website: www.oca.nh.gov
E-mail: oca@oca.nh.gov

  • The Office of Consumer Advocate is charged with representing the interests of residential ratepayers as a whole, and does not represent individual customers. We do provide assistance to individual consumers by helping them navigate the system of services that may be of assistance to them. We also provide referrals and we work directly with utilities on consumer issues.

 

 

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