FAQS
- What is the Division of Public Advocate?
- What is a Public Utility?
- How does the DPA represent consumers when utilities seek rate increases?
- How else does the DPA work for consumers?
- What do I do if I have a question or complaint about my utility bill or service?
- How do I file a complaint with the DPA?
- Can I file complaints with DPA against long distance telephone carriers, cable companies and wireless phone service providers?
- Why are my services provided by inter-state telephone, cable companies and wireless phone service providers not regulated by the Public Service Commission?
- How do I contact the FCC?
- Does the DPA offer financial assistance in paying a utility bill?
- What is a Public Comment Session?
- How do I read my electric and gas bill?
- What is deregulation of energy markets?
- Will electric markets become completed unregulated?
1. What is the Division of Public Advocate?
The Division of the Public Advocate (DPA) is the State agency that represents consumers before the Delaware Public Service Commission (PSC) whenever a PSC-regulated public utility company in Delaware seeks an increase in rate or a change in the delivery of services for electric, natural gas, water, or telephone service. The DPA also becomes involved at the federal level whenever any of these issues fall under the jurisdiction of the federal regulatory agencies. Although the DPA represents all consumers, it focuses on residential and small business customers since large businesses normally have their own representation
A public utility is a company or cooperative association that operates a natural gas, electric, water, telecommunications (excluding wireless telecommunication service) or cable television service for the use of residents of Delaware . There are dozens of municipally owned public utilities that provide services across the State of Delaware . These utilities are regulated by the respective Municipal Governments rather than by the Delaware Public Service Commission. Customers of these utilities should contact related departments in their respective Municipal Governments with questions and concerns regarding utility rates and services.
3. How does the DPA represent consumers when utilities seek rate increases?
A utility cannot increase its regulated rates or alter its conditions of service until the Public Service Commission (PSC) approves the change. To obtain approval, the utility must demonstrate that such a change is merited. The utility files a application with the PSC to "prove" that an increase or change is justified. The DPA thoroughly investigates all aspects of the utility's application and develops conclusions regarding the merits for the proposals. The DPA supports its conclusions with expert testimony in evidentiary hearings before the PSC. Often, the DPA resolves the cases through negotiated agreements with the utility.
4. How else does the DPA work for consumers?
The DPA helps individual consumers and businesses with utility questions and problems.
5. What do I do if I have a question or complaint about my utility bill or service?
Consumers should discuss their problems with the utility first. Frequently, the complaint is resolved immediately and satisfactorily once the company is notified of the problem. If not, customers may contact the DPA. The DPA will assist individual utility consumers in resolving disputes with public utility companies in Delaware.
6. How do I file a complaint with the DPA?
Consumer complaints may be made in writing, over the telephone, or online at the DPA's web site. To assist you with your utility complaint, we will need the customer's name, address, name of the utility company, account and telephone number, the nature of the complaint, and the name of the company representative with whom you spoke. To document your complaints online, click here. You can also email us your complaints via public.advocate@state.de.us . You can also call us at 302-577-5077 to file the complaint.
For consumers who have complaints that are not related to a regulated utility service, please contact the Better Business Bureau at 302-230-0108 or contact the Consumer Protection Unit of the Delaware Attorney General's Office (Tel: 302-577-8600 or toll free 1-800-220-5424).
7. Can I file complaints with DPA against long distance telephone carriers, cable companies and wireless phone service providers?
Services provided by long distance telephone carriers, cable/satellite dish companies, internet service providers and wireless phone companies are not regulated by the Delaware Public Service Commission. For complaints or concerns about those services, you may contact the Consumer & Governmental Affairs Bureau of the Federal Communications Commission (FCC). The FCC's toll-free number is: 1-888-225-5322 and its fax number: 202-418-0232 and email address: fccinfo@fcc.gov.
8. Why are my services provided by inter-state telephone, cable companies and wireless phone service providers not regulated by the Public Service Commission?
Services provided by inter-state telephone, Internet, cable or satellite companies are not regulated by states as the result of legislation enacted at the Federal level. In 1984, the Congress placed the regulation of the cable television under the Federal Communications Commission with the Cable Act of 1984, which was incorporated into the Communication Act of 1934. In 1992, the Congress modified the 1984 legislation to deregulate the upper tier (i.e. non-basic) services of cable companies. Additional changes further removing cable and other services such as Internet and satellite from the state jurisdictions were accomplished by the Telecommunication Act of 1996.
For general information, you may contact the FCC's Consumer & Governmental Affairs Bureau in the following ways:
Via Internet at www.fcc.gov/cgb
Consumer Center, Voice: 1-888-CALL-FCC and
TTY: 1-888-TELL-FCC
To receive information on FCC consumer topics through the Commission's electronic subscriber service, click on www.fcc.gov/cgb/emailservice.html.
Customer complaints can be filed by either e-mail (fccinfo@fcc.gov), the Internet, telephone 1-888-CALL-FCC (voice) or 1-888-TELL-FCC (TTY), or mail.
Your complaint letter should include:
- name, address, and telephone number where you can be reached during the business day;
- the telephone number involved with the complaint;
- as much specific information about the complaint as possible;
- a description of the steps taken by you to resolve the complaint yourself;
- the names and telephone numbers of the company employees that you talked with in an effort to resolve the complaint, and the dates that you talked with these employees;
- copies of bills listing the disputed charges (circle the disputed charges on the copy of the bill); and
- the relief that is being requested (such as adjustment of charges).
If mailing in a complaint, send it to:
Federal Communications Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaint Division
445 12th Street, SW
Washington, DC 20554
10. Does the DPA offer financial assistance in paying a utility bill?
No. However, the DPA will provide consumers with a list of community organizations and governmental agencies that may be helpful in this regard.
11. What is a Public Comment Session?
The Public Service Commission (PSC) holds public comment sessions to gather the public's opinions on a matter related to a rate increase or service change of a regulated public utility company. This is your opportunity to make the PSC and the utility companies aware of any concerns or comments that you may have. Please check PSC's web site to see the announcement of any upcoming public comment sessions.
12. Understanding your gas and electric bills
For consumers to read their electric and gas bill they must first understand all of the applicable terms used throughout the bill. The following definitions are generic. Terms and their definitions are slightly different for different utility companies. Please refer to your utility bill (provided on the back of your bill) for more information.
Customer charge - This charge represents expenses that are not directly associated with producing or distributing electricity and natural gas. This includes administrative costs such as billing and customer service and a portion of the costs to maintain the company's equipment.
Distribution charge - This is the charge for the use of local wires, transformers, substations, pipes and other equipment used to deliver electricity and gas to your home. This charge is regulated by the Delaware Public Service Commission.
Supply charge - This charge reflects the cost to supply electricity and natural gas for you. The amount of the charge depends on how much electricity or natural gas is used by the customer during the billing cycle. While charges for natural gas supply services are still regulated by the PSC, rates for residential and small business electric supply services will become competitive in 2006 and will no longer be regulated by the PSC.
Transmission charge - This is the charge for moving electricity from a generation facility to the distribution lines of an electric company. The retail transmission prices and services are regulated by the Federal Energy Regulatory Commission.
Gas cost - This charge reflects the cost that a utility incurs to buy natural gas from suppliers and transport it to their delivery system. The biggest variable in the bill is usually the gas cost. This portion of the bill usually goes up substantially during the winter months. Therefore, natural gas bills can increase significantly during the winter months because of the increases of both consumption and the price of the natural gas.
Hundred cubic feet (CCF) - This is a unit of measure of the gas you use. One CCF is the amount of gas you would use to run average size house heater continuously for 1 hour.
Kilowatt hour (kWh) - This is a unit of measure of your electricity use. One kWh is the amount of electricity you would use to light a 100-watt bulb continuously for 10 hours.
13. What is deregulation of energy markets?
It is the opening of a market to competition in an industry that was traditionally regulated. The electric industry has currently gone through a restructuring which allows utility customers to purchase electricity from a different supplier while using the distribution lines (poles and wire) of the local utility.
14. Will electric markets become completely unregulated?
No. An energy service such as electric service consists of two parts: generation and distribution. Generation is the producing of electricity. This part of the service is the portion that will be "deregulated". The delivery of electricity - a service that distributes electricity to end-use consumers - will remain regulated by the state public service commission. Therefore, restructuring may be a more proper term to describe the changes occurring in the electric industry.
