The Consumer Services Department will process customer complaints and inquiries to accomplish the statutory requirements for the Office of Regulatory Staff. The ORS represents the public interest in utility regulation with regard to rates, charges, service standards, facilities, and practices of investor-owned electric, natural gas, water, wastewater, local, and intrastate long distance telephone utilities, as well as the rates and services of household goods movers and taxicabs that operate outside of city limits.

The ORS does not have authority to set rates or charges for electric cooperatives, city-owned or town owned water/wastewater or electric utilities, cable television, retail cellular service.

The ORS does not have any governing authority over internet services, or other state agencies, such as, the S.C. Department of Transportation, or the Division of Motor Vehicles.

1. DISCUSS THE MATTER WITH THE UTILITY.  If you have an issue with an ORS regulated utility, you should first discuss the matter directly with that utility. The contact number for the utility should be clearly set forth on the company’s bill to you. Many issues are resolved in this manner and do not require the filing of a complaint with the ORS. Provide the utility with a detailed description of the problem and all relevant facts. The utility should investigate your issue and let you know the action that it plans to take. If you do not hear from the utility within a reasonable time, or if you are not satisfied with the company’s action, you may contact the Office of Regulatory Staff for assistance. The office is staffed from 8:30 a.m. until 5:00 p.m. on Monday through Friday, except on a state holiday.

2. FILE YOUR COMPLAINT WITH THE ORS.  You do not need an attorney to file a complaint for a residential service account.

To file a complaint, or make an inquiry, be prepared to provide the following information:

• Your name, mailing address, and telephone number.
• The name of the service account, street address, city, and zip code.
• The name of the utility.
• Facts about your issue or complaint.
• The action the utility took on your complaint.
• A brief statement of the solution desired.

3. ACTION BY THE ORS.  Upon receipt of your complaint, the staff has 14 days to review it for acceptance. The Consumer Services Department of the ORS will evaluate your complaint and initiate an investigation with the utility or transportation company for a response. The ORS cannot resolve every complaint to a customer’s satisfaction, but it will act promptly on complaints and make every effort to see that you are treated fairly in a manner consistent with our rules, regulations, and procedures. We will contact you within 30 days after initiating an investigation for response from the company. Many of the complaints received at the ORS are resolved in an informal manner through discussions involving the customer, the company, and the consumer services staff. However, if these efforts are not satisfactory, the consumer services staff can provide you with information on how to obtain further review of your complaint.