The Consumer Affairs Branch (CAB) of the California Public Utilities Commission (CPUC) has played a significant role in assisting utility customers across the state. In 2024, the 52-person team helped more than 43,500 individuals and facilitated over $5 million in refunds.
Greg Harris, a Consumer Affairs Representative at CPUC, works daily with customers who are unable to resolve billing or service issues directly with their utility providers. “I try to provide callers accurate, reliable, and compassionate support,” Harris said. “I work to build trust so that every person feels heard.”
CAB handles complaints involving privately owned utilities regulated by CPUC. These include companies providing electricity, natural gas, water, and telecommunications services. The branch also supports consumers using California LifeLine—a program offering discounted phone services for qualifying households.
“Our consumer representatives are hard-working, dedicated civil servants who wake up every morning to help people,” said Clover Sellden, CAB’s Program Manager. “They know that the most vulnerable populations in our state need assistance and need a voice. Our Representatives give them that voice.”
Donnie Burks, another CAB representative, emphasizes listening as key to resolving complaints: “You can hear without listening and that just creates more frustration,” Burks said. “We listen to really help.” He explained his approach involves de-escalating emotions before addressing issues.
Harris shared an example of helping an elderly customer manage late electricity payments after her husband passed away by working directly with the utility’s credit department: “I wanted her to know she wasn’t alone and that we could figure this out,” he said.
Over the past year, CAB resolved various cases such as restoring paper billing for a telecommunications customer, correcting overcharges, fixing faulty energy meters, and securing substantial refunds—including $100,000 for a small business.
“CAB serves as a mediator,” said Keya Ulmer, Supervisor for the CAB written team. She noted her team manages about 70 cases each morning and often resolves issues before they escalate further: “We have a huge impact for consumers. We have an escalated connection with the utilities and we have the ability to resolve issues before they become more costly.”
Customers can reach CAB through multiple channels including phone (1-800-649-7570), online complaint submission forms or mail addressed to CPUC Consumer Affairs Branch at 505 Van Ness Ave., San Francisco.
Additionally, CAB oversees programs like Telecommunications Education and Assistance in Multiple-Languages (TEAM) and Community Help and Awareness of Natural Gas and Electric Services (CHANGES). These initiatives offer language support through community organizations for Limited English Proficient consumers.
