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The Office of Regulatory Staff (ORS) can assist you through its online consumer complaint/inquiry form. Please read the following information carefully before filing a complaint or making an inquiry. Be advised that, if it is determined your issue is non-regulated, the Office of Regulatory Staff will be unable to assist you. The Consumer Services Division will process customer complaints and inquiries in accordance with 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 utilities in the areas of:
The ORS also represents the public interest in regards to the rates and services of household goods movers for intrastate moves and taxicabs that operate outside of city limits.
The ORS does not have authority over claims issues, such as compensation for damaged personal property. The ORS does not have any governing authority over electric cooperatives, city- or town-owned water/wastewater or electric utilities, cable or satellite television, cellular service, internet service, propane gas, or any company that does not provide a utility service. The ORS does not provide financial assistance. A list of regulated companies can be viewed on our website at www.regulatorystaff.sc.gov.
Steps to File An Informal Complaint/Inquiry
Please read the following instructions carefully to file a complaint or make an inquiry. All submitted entries will be screened for inappropriate language. Entries containing inappropriate content will not be processed.
1. DISCUSS THE MATTER WITH THE UTILITY. If you have an issue with a utility or transportation company that falls within the realm of the ORS, you should first discuss the matter directly with that utility. The contact number for the utility should be clearly stated on the company’s bill sent 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 ORS is staffed from 8:30 a.m. until 5:00 p.m. on Monday through Friday, except on state holidays.
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 ORS staff will review it for acceptance. The Consumer Services Division 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 the Public Service Commission of South Carolina's rules and regulations. 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. |
