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To dispute a Michigan utility bill or service problem, contact the utility first and explain the issue with specific dates, amounts, and supporting facts. If the problem remains unresolved, file an informal complaint with the Michigan Public Service Commission (MPSC) online, by phone, or by mail. Trouble paying a bill is a separate issue: check assistance and shutoff-protection options as well.
1. Contact your utility first
Tell the utility what you believe is wrong, when it happened, and what you want it to do. For a billing dispute, identify the bill or disputed charge and the amount. For a service complaint, describe the service problem and relevant dates. The MPSC’s electric and natural gas complaint guide advises customers to contact their utility directly before turning to the Commission.
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Keep copies of bills, notices, messages, and any documents that support your account. Make a note of when you contacted the utility and what response you received. These details will help you explain the complaint if you need to take it to the MPSC.
2. File an informal complaint with the MPSC if the issue is unresolved
The MPSC accepts informal complaints involving electric, natural gas, telecommunications, and video services described on its complaint page. Choose a filing route based on convenience and privacy:
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| Route | How to use it | Privacy and documentation |
|---|---|---|
| Online | Submit a complaint through the MPSC’s online complaint option. | The MPSC says web complaints are automatically shared with the utility, including personal information such as your name, address, phone number, and email. |
| Phone | Call the MPSC at 1-800-292-9555. | The MPSC lists phone as an alternative for people who want to make an anonymous complaint. Confirm what information is needed when you call. |
| Send your complaint to MPSC Customer Assistance, P.O. Box 30221, Lansing, MI 48909. | The MPSC lists mail as another option for people who want to make an anonymous complaint. Include enough detail for staff to understand the issue. |
Explain what happened, when it happened, the amounts or charges involved if relevant, what steps you took with the utility, and what outcome you are seeking. Check the MPSC’s current complaint instructions before submitting; contact details and filing information can change.
3. Know what happens after filing
According to the MPSC’s complaint page, the utility has up to 10 business days (two weeks) to investigate an informal complaint and work toward a resolution. That is the utility’s investigation period, not a guarantee that the issue will be resolved within that time. The utility sends its response to the MPSC; Commission staff review it for compliance with enforceable rules and regulations, then the MPSC communicates its findings to you.
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4. Consider a formal complaint only if the issue is within MPSC authority
If you are dissatisfied with the informal complaint result, you may be able to pursue a formal complaint. It must concern an issue the MPSC regulates; not every dispute involving a municipal provider, cooperative, internet company, or utility-related service is within the Commission’s authority. Check the current MPSC instructions to confirm jurisdiction before preparing a formal filing.
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For a formal electric or natural gas complaint, the MPSC says to submit a written complaint in three copies. Include:
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- The rules, laws, or tariff provisions you believe were violated.
- A detailed description of the issue and the people involved.
- The disputed charges and costs, if applicable.
- The resolution you are requesting.
- Supporting documents.
A formal complaint proceeds as a hearing before an administrative law judge. It is a more developed process than an informal complaint, not a routine substitute for contacting the utility first.
5. If you cannot pay or fear a shutoff, check assistance separately
A complaint can address a dispute or alleged rule violation; it does not, by itself, establish that you qualify for payment help or shutoff protection. The MPSC provides information about bill assistance and protections and recommends contacting your utility or calling 2-1-1 for program guidance. Eligibility and available protections depend on current requirements and your circumstances. Some protections may not be offered by municipal or cooperative electric utilities, so check the current MPSC assistance information and confirm details with your provider.
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Which provider and issue does the MPSC handle?
The MPSC’s informal complaint process covers the service categories listed on its complaint page, including electric, natural gas, telecommunications, and video. Formal complaints are limited to matters regulated by the Commission. If you are unsure whether your provider or issue falls within its authority, verify that against the MPSC’s current instructions before filing.
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