We hear a lot of stories from exasperated consumers who have contacted their utilities with a complaint or question, only to spend hours on the phone trying to communicate with customer service representatives. CUB recommends these steps to making your call as effective as possible.
1. Be prepared.
Before you dial up your utility, make sure you have a notepad and pen ready, your account number, and all the relevant documents for your inquiry (past bills, letters from the utility, etc.).
2. Know what you want.
Prior to making the call, know exactly what your goal is, and even jot it down before you make the call. For example, I want a refund or at least an explanation as to why I shouldn’t get one; or I want my meter to be checked; or I want to know what my options are for getting my power turned back on.
3. Stay calm, polite and persistent.
It’s easy to lose your cool, especially when you’re on the receiving end of poor service or are in a desperate situation, such as having your power turned off. But don’t give the utility a reason to label you as “difficult” and not grant your request. Remember, you can be persistent and clear about your goal and polite and calm at the same time.
4. Ask if you can record the call.
Just remember, under Illinois law, you have to get permission before you record a call. You should always take comprehensive notes, but recording the call can be helpful.
5. Be thorough.
At the beginning of the call, take down the utility representative’s full name, employee ID (if they have one), a complaint reference number and the time of the call.
6. Get clarity.
At the end of the call, summarize what you heard from the customer service rep to make sure it’s in line with your understanding of the call, and ask what the next steps are, including when you should expect a response from the utility. Keep in mind that the utility has 14 days to respond to your complaint. Be sure to ask for your complaint number. All customer complaints to the utility must be assigned a number that the utility is required to keep for two years.
7. Go higher if needed.
If you are concerned that your complaint has not been properly heard and documented, or is not being properly addressed, politely ask to speak with a supervisor. State regulations require that customer service representatives submit such a supervisor request on the same day.
8. Get social.
While you should always call the company’s customer service number first, if you think you’re getting poor service you can complain on social media. Companies hate bad PR and their social media platforms can be an effective forum to air your grievance. Just stick to the facts, be polite, don’t use profanity, and address the company only (don’t call out a specific customer service rep by name).
9. Contact CUB.
If you’ve taken all of these steps and are unhappy with the service you received during the call, contact CUB to learn more about your rights and options in your particular situation. In some situations, it may be better to file a complaint with the Illinois Commerce Commission (ICC). CUB will inform you if that is the case. Submit a complaint or an inquiry on CUB’s website at CitizensUtilityBoard.org, or call CUB’s Consumer Hotline at 1-800-669-5556.
