If you have a billing or service dispute with a Michigan utility, contact the company first and keep a record of what you reported. If it does not resolve the issue, file an informal complaint with the Michigan Public Service Commission (MPSC) online, by phone, or by mail. If the problem is that you cannot afford your bill, check assistance and shutoff-protection options separately; filing a complaint does not by itself promise that service will stay on.
1. Contact the utility first
Tell the utility what is wrong and provide specific dates, amounts, and other relevant facts. For a high bill, for example, identify the billing period and disputed charge; for a service problem, note when it began and what steps you have already taken. The MPSC’s Electric / Natural Gas Complaint Guide and Form recommends contacting the utility directly before asking the Commission to intervene.
Keep copies of bills, notices, correspondence, and any notes from calls, including the date and the name or department of anyone you spoke with. This gives you a clear record if you need to explain the dispute to the MPSC.
2. File an informal complaint with the MPSC
If the utility does not resolve the issue, or you are dissatisfied with its response, submit an informal complaint to the MPSC. The Commission lists online filing, its complaint line at 1-800-292-9555, and mail to MPSC Customer Assistance, P.O. Box 30221, Lansing, MI 48909 on its Inquiries & Complaints page and contact sheet.
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Explain what happened, when it happened, what you have already asked the utility to do, and what outcome you are seeking. Include relevant bills, notices, and written communications when the filing route allows you to attach or send them. The MPSC describes informal complaint coverage for electric, natural gas, telecommunications, and video matters; whether it can address a particular provider or issue depends on Commission authority.
Choose a filing channel
| Channel | What to know |
|---|---|
| Online | Submit through the MPSC complaint page. The MPSC says web complaints are automatically shared with the utility, including personal information such as your name, address, phone number, and email address. |
| Phone | Call 1-800-292-9555. The MPSC lists this as a complaint route. |
| Send your complaint to MPSC Customer Assistance, P.O. Box 30221, Lansing, MI 48909. |
If anonymity matters, do not use the web form: the MPSC directs people seeking to submit an anonymous complaint to use another listed option, such as phone or mail. Check the current complaint page for its instructions and any limits on what can be investigated without identifying information.
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3. Know what happens after filing
For an informal complaint, the utility has up to 10 business days to investigate and work toward a resolution. This is the utility’s investigation period, not a guarantee that the dispute will be resolved within that time. The company sends its response to the MPSC; staff review it for compliance with enforceable rules and regulations, and the Commission communicates its findings to you.
4. Consider a formal complaint only when appropriate
If you are dissatisfied with the informal complaint result, you may be able to pursue a formal complaint, but only for an issue the MPSC regulates. A formal complaint is a hearing-based process, not simply another customer-service appeal.
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For an electric or natural gas formal complaint, the MPSC instructs complainants to submit a written complaint in three copies. It should identify the rules, laws, or tariff provisions allegedly violated; describe the events and people involved; identify disputed charges and costs; state the resolution requested; and include supporting documentation. The case proceeds as a formal hearing before an administrative law judge. Review the current MPSC instructions before filing, particularly if your provider is a municipal utility or cooperative.
5. If you cannot pay the bill or face shutoff
A payment problem is different from a dispute about whether a bill or service is wrong. Contact the utility and check the MPSC’s home energy, telephone, and internet assistance information for bill-help programs and shutoff-protection guidance. The Commission also recommends calling 2-1-1 for program guidance.
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Eligibility and protections depend on current program requirements and your circumstances. Some protections may not be available through municipal or cooperative electric utilities. Do not assume that filing a complaint automatically pauses a shutoff; check the current MPSC guidance and ask your utility what applies to your account.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Check that the MPSC is the right place
The Commission can address only matters within its authority. Before escalating, confirm that your provider and the type of complaint are covered by current MPSC instructions. A utility-related issue involving a municipal provider, cooperative, internet service, or another entity may not fall under the Commission’s jurisdiction simply because it concerns a bill or service.
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