Office of the Ohio Consumers' Counsel

Consumer Services

During 2008, the OCC Consumer Services Division received nearly 95,000 calls to the agency’s toll-free hotline (1-877-PICKOCC, 1-877-742-5622) and provided one-on-one assistance to consumers.

The total call volume in 2008 represented an increase of 26 percent over 2007. The higher number is attributed to legislative restoration of the OCC complaint-handling capabilities, increasing utility costs and consumers affected by the decline in the Ohio economy. More than 47,500 consumers spoke directly with agency representatives to seek assistance and resolutions to their utility complaints and concerns.

Of the contacts requiring follow-up activity with consumers, 38 percent involved the natural gas or water industries, 35 percent involved electric utilities, and 22 percent were about telecommunications issues. The remaining contacts were either non-jurisdictional or non-industry specific in nature. Consumer services investigators provided support to consumers on a diverse array of concerns, such as:

  • Preventing disconnections by explaining alternatives, negotiating payment arrangements, and making referrals to financial assistance programs;

  • Researching company-specific complaints and mediating resolutions, when possible;

  • Identifying service quality problems such as utility reliability, electric outages, and water quality;

  • Explaining or verifying the authenticity of charges on utility bills;

  • Educating consumers about their utility rights and responsibilities;

  • Explaining utility tariffs and the specific terms and conditions for service;

  • Disseminating information about competitive choices, government aggregation programs, and available suppliers;

  • Providing information about energy efficiency and renewable energy resources and programs; and

  • Sharing the status of on-going rate cases and other legal proceedings.

Also in November 2008, the OCC hosted two guests from the Ghana Public Utilities Commission. The visit provided an opportunity to share different regulatory perspectives involving consumer advocacy and to discuss best practices in consumer services.

 

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