Consumer > Consumer Publication List >
Filing a Formal Complaint
 
July 2008 CA-505-1

If you experience a problem with your regulated service, always contact your provider. If you do not get a satisfactory resolution, you may first file an informal complaint with the commission by:
• telephone using our toll-free 1-800-562-6150
• electronic complaint form obtained at www.wutc.wa.gov/fileacomplaint
• letter explaining the complaint details.

What is a formal complaint
A formal complaint is a legal process similar to going to court. In a formal complaint you are stating a state law, tariff, commission order, or rule was violated. The burden of proof is on the person filing the formal complaint.

Filing a formal complaint
By law, formal complaints must be in writing and be clear and brief. The complaint must include:
• the specific facts about the complaint, including important dates
• violations of specific statutes or commission rules
• the outcome or relief you request
• your name and address, and the name and address of your attorney, if you hire one

State laws and rules
The laws and rules about formal complaints are in RCW 80.04.110, 81.04.110 and WAC 480-07. Other provisions of law may be relevant to your complaint. For instance, a complaint regarding pay phone service might cite the state’s pay phone rules. You can research laws and rules which may relate to your complaint on the commission's Web site at www.wutc.wa.gov.

Legal advice
While you do not have to hire an attorney to file a formal complaint, you may want to hire one to present your case to the commission to ensure you are aware of all options available. If you choose not to be represented by an attorney, you must include a statement that the document (pleading) is true and correct to the best of your knowledge or belief. Commission staff is not allowed to provide legal advice to the public.

Formal Complaint Process
If the commission determines your formal complaint is within its jurisdiction and the necessary documents have been submitted, a hearing will be scheduled. You and representatives from the company are required to testify either in person, by writing, or both. If the commission upholds your formal complaint, the commission is limited to fining a company, or ordering a refund of fees paid for services. The commission does not have the authority to require payment for damages or suffering.

To file a formal complaint, send all required documents to:

Washington Utilities and Transportation Commission
Attn: Records Center
P.O. Box 47250
Olympia, Washington 98504

For more information on filing a formal complaint, please call 1-800-562-6150.