September 2026 Edition

Consumer Complaints & Questions

about a Utility

INVESTIGATIONS OF UTILITY PRACTICES

The PUCN recognizes that utilities provide vital services that must be made available to all. As the state agency with regulatory authority over utilities, the PUCN establishes the tariffs, or rules, that govern how a utility provides service. The Division can help explain the tariffs to you. If you believe a utility has violated its tariffs, then you have grounds for a complaint. Examples of typical complaints investigated by the Division include disputes over billing, deposits, disconnections and disruptions of service.

CONSUMER RESPONSIBILITIES

First give the utility an opportunity to resolve your problem by calling the utility’s customer service department. Contact information for each utility is listed on your monthly bill. The utility will usually resolve complaints without mediation from the PUCN. If you are unable to resolve your problem with the utility, contact the Division.

PUCN LIMITATIONS

The PUCN regulates investor-owned electric and natural gas utilities, local telephone service, and privately-owned water and sewer companies. The Division cannot assist if your problem is with a utility it does not regulate. Additionally, the PUCN does not have jurisdiction over the following:

Federal surcharges or taxes
City or county taxes
Cell phone or cable rates and services
Telephone equipment
Interstate long distance (except slamming)
International long distance calling
Directory advertising
Internet service

The PUCN must follow all applicable state and federal laws.

THE COMPLAINT PROCESS

1.CALL OR SUBMIT ONLINE

Most of the Division’s complaints are received informally by phone and are handled within 3-5 business days. The PUCN’s online Complaint/Question Form can also be used to submit an informal complaint. If you are not satisfied with the resolution of your informal complaint, you have the right to file a written complaint.

2.WRITTEN COMPLAINTS

Written complaints are normally handled within 45 days of receipt. A written complaint must:

Clearly state the grounds of the complaint and the facts constituting the alleged wrongful acts.
Be accompanied by supporting documents: invoices, bills, cancelled checks and account statements, etc.
Be mailed or hand-delivered to the Division in Las Vegas or Carson City.

After receiving the written complaint, the Division will give a copy to the utility. Within a reasonable time, the utility must provide the Division with its written response.

3.HEARING TO DECIDE COMPLAINT

If the Division is unable to resolve the written complaint, the Division will submit the results of its investigation to the PUCN's 3 commissioners for consideration. If the Commission determines that probable cause exists for the complaint, they will order a hearing, give notice of the hearing and conduct the hearing as it would any other hearing. The Commission may also dismiss the complaint if they determine no probable cause exists or the complaint settles.

September 2026 PUCN Calendar

Visit puc.nv.gov to view the PUCN calendar and access details about the items listed below, including links to watch live streams of the proceedings.

All events may be continued, rescheduled, or cancelled at the discretion of the Presiding Officer. Please call (775) 684-6101 if you have questions about an event on this calendar.

SEPTEMBER 2

10:00AM - Prehearing Conference - Docket 26-06011 - Show Cause Proceeding to determine why South Drilling, Inc. should not be civilly penalized for repeated and high consequence violations of Nevada’s One Call Law..

SEPTEMBER 7 - LABOR DAY HOLIDAY

SEPTEMBER 8

10:00AM - Regular Agenda
11:00AM - Continued Prehearing Conference - Docket 26-06003 - Application of Beehive Telephone Co., Inc., Nevada for authority to establish its annual revenue requirement for telephone service rates, set a new rate design, modify draws from the Nevada Universal Service Fund, reflect changes in the cost of capital, modify depreciation rates, and for other relief properly related thereto.
11:30AM - Prehearing Conference - Docket 26-08001 - Application of Southwest Gas Corporation for approval of its 2025 Conservation and Energy Efficiency Plan Annual Report.

SEPTEMBER 9 - 11

10:30AM - Hearing - Docket 26-02034 - Joint Application of Nevada Power Company d/b/a NV Energy and Sierra Pacific Power Company d/b/a NV Energy for approval of their Joint Natural Disaster Protection Plan for the period 2027-2029.

SEPTEMBER 17

10:00AM - Continued Prehearing Conference - 26-05001 - Joint Petition of Nevada Power Company d/b/a NV Energy and Sierra Pacific Power Company d/b/a NV Energy for adoption of alternative rate-making goals and outcomes.
11:00AM - Special Agenda

SEPTEMBER 29

10:00AM - Regular Agenda
10:30AM - Continued Prehearing Conference - Docket 26-01032 - DC Engineering vs. Sierra Pacific Power Company d/b/a NV Energy. Complaint regarding Rule 9 deadlines.

Free Activity Book Teaches Kids How to Be Energy Efficient

The PUCN's resident team of superheroes, Super Light, Kilowatt and Natalie Gas, otherwise known as the Energy Efficiency Team, would like to teach Nevada's kids how to be energy efficient and conserve energy.

Through word searches, crossword puzzles, and other fun games, kids will learn easy tips to help their parents conserve electricity around the home.

By the time they finish the Energy Efficiency Team Activity Book, kids all over Nevada won't need to be told to shut off the lights!

Contact Consumer Outreach Director Dawn Rivard at drivard@puc.nv.gov to get your copies!

Dockets Opened in August

26-08001 Application of Southwest Gas Corporation for approval of its 2025 Conservation and Energy Efficiency Plan Annual Report.
26-08002 Notice by UNITED COMMERCIAL TELECOM, LLC of dissolution of its parent company, ARMS Holding Inc.
26-08003 Report by Solix, Inc., as Administrator of the Nevada Universal Service Fund, regarding fiscal year 2027 assessment recommendation concerning the minimum annual contribution and assessment rate on the intrastate retail revenues of all obligated providers of telecommunication services in Nevada.
26-08004 Nevada Power Company d/b/a NV Energy filed Notice No. 26-03 to adjust the Base Tariff Energy Rates and Deferred Energy Account Adjustment Rates effective October 1, 2026.
26-08005 Sierra Pacific Power Company d/b/a NV Energy filed Notice No. 26-03(E) to adjust the Base Tariff Energy Rates and Deferred Energy Account Adjustment Rates effective October 1, 2026.
26-08006 Sierra Pacific Power Company d/b/a NV Energy filed Notice No. 26-03(G) to adjust the Base Tariff Energy Rates and Deferred Energy Account Adjustment Rates effective October 1, 2026.
26-08007 Application of Morgan Stanley Capital Group Inc. for a license to operate as a provider of new electric resources.
26-08008 Application of Citizens Telecommunications Company of Nevada d/b/a Frontier Communications of Nevada, filed under Advice Letter No. NV-26-01, for the Elko Division to revise Tariff No. 1-B to grandfather select non-Lifeline services provided over copper facilities for new customers.
26-08009 Application of Citizens Telecommunications Company of Nevada d/b/a Frontier Communications of Nevada, filed under Advice Letter No. NV-26-02, for the Tonopah Division to revise Tariff No. 1-B to grandfather select non-Lifeline services provided over copper facilities for new customers.
26-08010 Application of Frontier Communications of the Southwest Inc., filed under Advice Letter No. NV-26-01, to revise Tariff No. 4-C to grandfather select non-Lifeline services provided over copper facilities for new customers.
26-08011 Notice by Telnyx LLC of its intent to request numbering resources for the Carson City rate center from the North American Numbering Plan Administrator.
26-08012 Southwest Gas Corporation filed Notice, under Advice Letter No. 550, to adjust Northern and Southern Nevada Base Tariff Energy Rates and Deferred Energy Account Adjustment Rates effective October 1, 2026.
26-08013 Notice by Frontier Communications of the Southwest Inc. of Service Catalog updates to grandfather select non-Lifeline services provided over copper facilities for new customers.
26-08014 Notice by Eaton Fiber Nevada, LLC and Tillman Global Holdings IX, LLC of a transaction that will result in a pro forma transfer of control of a telecommunication company.
26-08015 Notice by Frontier Communications of the Southwest Inc. of Service Catalog updates to increase Caller ID and Call Waiting/Cancel Call Waiting for business.
26-08016 Notice by Frontier Communications of the Southwest Inc. of Service Catalog updates to increase certain Custom Calling Services business rates.
26-08017 Notice by NextEra Energy Services Gas, LLC of a bond cancellation for natural gas service conducted under License No. G-33 Sub 2.
26-08018 Registration of Radiant Mobile, LLC as a commercial mobile radio service provider.
26-08019 Application of ExteNet Telecom Solutions, Inc. to voluntarily discontinue telecommunication service conducted under Certificate of Public Convenience and Necessity ("CPC") 3062 Sub 1.
26-08020 Application of Bandwidth IG, LLC to voluntarily discontinue telecommunication service conducted under Certificate of Public Convenience and Necessity ("CPC") 3095.
26-08021 Joint Petition of Nevada Bell Telephone Company, LLC d/b/a AT&T Nevada and AT&T Wholesale and Airus, Inc. for approval of an Amendment to their Interconnection Agreement pursuant to Section 252 of the Telecommunications Act of 1996.

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