The New Jersey Board of Public Utilities has received outreach from ratepayers regarding increases in their recent summer electric bills. There are several factors that can lend to an increase, especially in the summer.
One recent reason ratepayers may have experienced an increase is that the cost of generating electricity has changed, something that is not unique to New Jersey. Utilities purchase their electricity in the marketplace and there are different market mechanisms that impact the cost of electricity. Details on the prices that went into effect on June 1, 2024, as a result of the electricity auction for Basic Generation are available here.
One of the main drivers in the cost of an electric bill, though, is usage. After a particularly hot and humid summer, we encourage customers to compare their individual usage from month-to-month and year-to-year to determine if higher usage has caused an increase in their bill. In addition to generally higher electric usage in the summer months, the utilities provide information on “heating/cooling degree days” to help customers see the impact weather has on their usage.
If a customer notices an anomaly and cannot determine an explanation, we encourage them to connect with their utility directly or contact the NJBPU’s Customer Assistance Division at (800)-624-0241 or https://www.nj.gov/bpu/assistance/complaints/. When requested, BPU staff will witness a meter test to ensure that the meter is functioning properly. If it is determined that there is an error with the meter or a billing error in general, customers are entitled to a refund on the amount they were overbilled.
The NJBPU reminds customers who are experiencing trouble paying their bills to contact their utility to set up a deferred payment plan or visit our website to learn about energy assistance programs at https://www.nj.gov/bpu/assistance/programs/. The Board recently announced the Residential Energy Assistance Payment, a one-time bill credit for qualifying ratepayers, funded by unspent New Jersey Clean Energy Program funds to provide relief in the form of a $175 credit for those most in need of assistance.
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Having an issue with your utility or cable provider?
Utility Complaints (Toll Free): (800)-624-0241
Cable TV Complaints (Toll Free): (800)-624-0331
The State of NJ/NJBPU does not have a program that offers free solar panel installation for residents of the state. Any claims that such a program exists are false. All current NJBPU sponsored Solar incentive programs can be found at www.njcleanenergy.com. We recommend you visit this link Considering Solar? Understand Your Options | NJ OCE Web Site (njcleanenergy.com) before you make any final decision. |
The Division of Customer Assistance helps utility customers resolve various types of problems with their utility company. The Division is commited to ensuring the disputes of New Jersey residents are answered in a timely manner and in accordance with all applicable safety laws and regulations.
The New Jersey Board of Public Utilities regulates statewide utilities. The most common complaints involve termination and reconnection of service, installation of service, high bills, quality of service, meter tests, reasonable payment arrangements, outages, deposits, and unauthorized switching of utility service from one service provider to another.
The Division of Customer Assistance consists of two primary units: The Bureau of Customer Relations, which includes the Call Center, and the Bureau of Investigations & Enforcement.
All customers are encouraged to first contact their gas, electric, telephone or water company to discuss billing or service issues before contacting the Division. If a resolution cannot be reached with the utility company, you may contact the Division of Customer Assistance for help, toll free, at (800)-624-0241.
For complaints regarding municipal utility systems, internet, FiOS, cellular telephones or DSL service, appliance repair, or claims referrals, it is recommended that you contact the respective utility company, municipality or the Federal Communications Commission (FCC) for assistance. You may reach the FCC at (888)-225-5322.
- The Call Center is responsible for processing complaints and inquiries regarding lack of service, service delays, mediation of discontinuance of service, high bill complaints, payment arrangements, deposit requests, and inquiries relating to charging of incorrect rates. If a resolution cannot be reached with your utility company, call us at (800)-624-0241 or (609)-341-9188.
- Email Complaints are reviewed daily by the Division of Customer Assistance for the customer’s convenience. Online complaints are only processed during normal business hours (9am - 4pm). If this matter involves a gas leak, discontinuance of service, or any other situation that requires immediate action, please call (800)-624-0241. To submit your utility complaint electronically, please use this link: http://www.state.nj.us/bpu/assistance/complaints/inquiry.html
- Research & Analysis Unit processes formal customer complaints, analyzes complaint statistics, identifies trends, participates in new rule making and amendments, and reviews customer service rate case issues and tariff revisions.
- Net Metering Complaints should be submitted through the Clean Energy Program by using this link.
Out of State Callers: (609)-341-9188
Office of Clean Energy: (866)-NJSMART
Cable Complaint Toll Free Number: (800)-624-0331
