North Dakota PSC Receives More Than 700 Consumer Contacts in 2025

(North Dakota Public Service Commission image)

(KNOX) – The North Dakota Public Service Commission (PSC) said that the agency received 712 consumer contacts in 2025. These contacts include informal complaints against regulated entities, public input submitted as part of an open case, referrals to other agencies and/or requests for information.

Commissioner Sheri Haugen-Hoffart, who oversees the Consumer Affairs portfolio, underscored the vital role of public and consumer engagement in shaping effective policy. “A core priority of the Commission is to genuinely listen to the concerns and questions we receive from the public. Their input is essential to developing well‑informed decisions,” said Haugen-Hoffart. “Our staff not only respond to inquiries and complaints promptly, but also take the time to educate consumers throughout the process – ensuring individuals understand their rights, available options, and how Commission processes work. This commitment strengthens our system and supports better outcomes for everyone.”

 Informal complaints are received and processed regarding utilities the Commission regulates, including certain aspects of telephone service, natural gas providers, and the three investor-owned electric companies in the state: Xcel, Otter Tail and MDU. Of the 712 contacts, 83 (12%) were informal complaints against public utility companies regulated by the Commission. Informal complaint numbers overall were slightly lower for 2025 than the previous year. The most frequent reasons for complaints are billing issues, disconnects and phone outages. The most common billing complaints include customers wanting to investigate if their bill is correct, higher than normal bills, and payment plans to avoid disconnections.

In addition to recording complaints and concerns, the Commission also receives public input for cases being considered by the Commission. Public input is most often received for siting cases where the Commission is looking at permitting new transmission projects like pipelines, electric transmission lines and wind farms or for rate cases. Siting hearings are held in a community close to where the project is proposed to be built. The comments can be either in support or opposition of the project. In 2025 there were 137 public input contacts recorded or 19% percent of the total contacts. Public input was submitted for a variety of different cases throughout the year with the majority submitted for the Xcel Electric Rate Case.

“This Commission takes public input seriously,” said Commission Chair Randy Christmann. “It provides us with the information we need to make the best possible decisions, so we urge North Dakotans to contact us.”