Complaint Process

  • The customer must contact the service provider to resolve the matter. After submitting the complaint to the service provider, if a satisfactory outcome is not reached within thirty (30) days, the customer may seek the assistance of the PSC.
  • The customer's concerns submitted to the PSC will be treated as an informal complaint or inquiry.
  • Customers should provide the following: current and past bills, supporting evidence, and other pertinent documentation within 5 business days of filing the complaint. Failure to submit information may result in processing delays.
  • PSC staff will submit a formal complaint to the service provider on behalf of the customer. The service provider will report the findings of their investigation within fifteen (15) business days.
  • PSC staff will review the information received and communicate with the customer and the service provider to seek a resolution.
Download Complaint Form

After completing the complaint form, please submit to Psc.Info@Psc.Vi.Gov along with supporting documentation.

steps