How do I file a complaint in Illinois?

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How do I file a complaint in Illinois?

House & Apartment

Worried about doing this on your own? You may be able to get free legal help.Apply OnlineNote: Covid-19 is changing many areas of the law. Visit our Covid-19 articlesfor the latest information.

The Big Picture

A public utility company provides your gas, electric, and water. These companies are public use. This means that everyone has a right to use the service on the sameMore on Understanding your public utility service rightsFiling a complaint against a utility company How-ToDisplaying information for 71606 [ change ]PRINTSHAREQUICK EXITDONATE

You can file an informal and a formal complaint with the Illinois Commerce Commission (ICC). An informal complaint must be filed first before a formal complaint.

As long as you pay your current bill and any past due that is undisputed, the utility company may not shut off service while you are in the complaint process.

You have 2 years to file a complaint with the ICC to recover excessive or unjust charges or refunds for overcharges. You have 2 years to file a complaint for incorrect billing. The 2 years starts running when you first learned of the incorrect bill.Contact the utility company

If you have a question or a problem with a utility bill, first contact the utility by phone, by letter, or in person. If you cannot solve the problem with the customer service representative, ask to have a supervisor hear the complaint.File an informal complaint

If you cannot work out a solution, you should file a complaint with the Illinois Commerce Commission (ICC). You can file an informal complaint in the following ways:

  • Online
  • By telephone in Illinois: (800) 524-0795
  • TDD (800) 858-9277
  • By telephone outside of Illinois: (217) 782-2024
  • By mail

ICC Consumer Services Division
527 E. Capitol Ave
Springfield, IL 62701

If your service is off the fastest way to start the process is to file the complaint by telephone.

These informal complaints may take 2 to 4 weeks to settle. After taking the information from you, an ICC counselor will contact the utility company for further information. The counselor will try to solve the complaint in a way that is satisfactory to both sides. If either side disagrees with a proposed resolution, the counselor has no power to decide the outcome. While complaints are being investigated, you must continue to pay current bills, and the undisputed portion of a past-due bill or enter into a DPA for its payment.File a formal complaint

If the problem cannot be resolved through the informal complaint process, you can file a formal complaint with the ICC. There are detailed rules for how to file such a complaint. You must go through the informal process before filing a formal complaint.

There are formal complaint forms available from the:

Chief Clerk, ICC
527 East Capitol Ave.
Springfield, IL 62701Go to your formal complaint hearing

After the complaint has been filed, there will be a hearing. You can have a lawyer, but it is not required. Review the ICC's reference book to prepare for your hearing.Appeal ICC's decision

If you disagree with the final ICC decision, you must ask for a rehearing, by filing an application within 30 days of the date of the final order.

If the ICC denies a rehearing, then you can appeal directly to an Illinois appellate court. You must file that appeal within 35 days from the date of the order denying a rehearing.

You should file any claim regarding loss or damage to property resulting from utility company action with the ICC. However, before going to the ICC you must file the claim with the utility first.Last reviewedSeptember 23, 2019Last revisedMay 24, 2020

Learn moreQualifying for Low Income Home Energy Assistance Program (LIHEAP)Signing up for public utilities after a shutoffWhen a utility company may deny serviceSetting up utilities in the Percentage of Income Payment PlanCan a utility company ask for a deposit?Reasons a utility company may shut off serviceHow to prevent a shut off by the utility companyBasics of public utilities during the winterPublic utility companies timeline for reconnecting servicesLIHEAP and getting public utilities through your landlordImproper use or utility tapA pattern of avoiding payment for public utilitiesPaying public utilities through my landlord

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Illegal Water shut-off

Submitted by Anonymous (not verified) on Sat, 04/24/2021 - 19:17Water company shut off my water on 04/20/2021 The due date was 04/23/2021 The disconnect date was 05/03/2021 It was shut off without any prior knowledge. It was never communicated with us. By them being a private company ICC has no jurisdiction. I contacted them and got nothing. I am an 100% Disabled Service-connected Gulf War Veteran. What can I do?

Reply

Submitted by Karla Baldwin on Sun, 04/25/2021 - 16:33We are sorry about your situation. Please go to Get Legal Help for free legal advice.

Worried about doing this on your own? You may be able to get free legal help.Apply OnlineNote: Covid-19 is changing many areas of the law. Visit our Covid-19 articlesfor the latest information.

The Big Picture

A public utility company provides your gas, electric, and water. These companies are public use. This means that everyone has a right to use the service on the sameMore on Understanding your public utility service rights

Learn moreQualifying for Low Income Home Energy Assistance Program (LIHEAP)Signing up for public utilities after a shutoffWhen a utility company may deny serviceSetting up utilities in the Percentage of Income Payment PlanCan a utility company ask for a deposit?Reasons a utility company may shut off serviceHow to prevent a shut off by the utility companyBasics of public utilities during the winterPublic utility companies timeline for reconnecting servicesLIHEAP and getting public utilities through your landlordImproper use or utility tapA pattern of avoiding payment for public utilitiesPaying public utilities through my landlord

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