PRC Overhauls Utility Complaint Process; Otero County Customers Face New Steps, Tighter Deadlines

The New Mexico Public Regulation Commission has announced a broad rewrite of its procedural rules, including significant changes to how customers pursue complaints against Public Service Company of New Mexico (PNM) and other regulated utilities.

The Commission announced the change September 8, following adoption of a Final Order on August 27. Administrative publication of the replacement rule remains pending.

What the New Rules Require

Under the adopted text, customers generally must first attempt to resolve a dispute directly with PNM before turning to the Commission. If that fails, they must complete the PRC's informal complaint process before filing a formal complaint. Exceptions are available for health and safety issues and for other good cause.

Once a customer files an informal complaint and the utility answers, PRC staff are expected to issue an investigation result within 60 days, though extensions are permitted.

From there, the clock runs quickly: customers have just 10 days after receiving the investigation result to request mediation, arbitration, or file a formal complaint.

The rules also provide an important protection during the process. PNM generally cannot disconnect service over the disputed issue while a complaint is pending, provided the customer continues paying all undisputed charges.

What It Means for Otero County

For Otero County customers challenging estimated bills or billing errors, the practical takeaways are straightforward: keep records showing you contacted PNM about the problem, and watch the escalation deadline closely. Missing the 10-day window after staff's investigation result could mean losing the chance to press the dispute further.

The order does not change PNM rates, and it does not determine that any recent bills were improper. It governs process — the path a dispute must follow — not the underlying outcome.

Background and Next Steps

The rewrite replaces procedures under the Commission's existing rules of procedure, which have long directed consumers through an informal complaint stage with the PRC's Consumer Relations Division before a formal complaint can be heard by the Commissioners. The new rules arrive the same year the Commission transitioned its filing system from eDocket to the new PRCe360 platform.

Parties seeking changes to the Final Order may file rehearing motions through September 28, with responses due October 2. Given a PRC that needs a legislative overhaul and appears deeply embedded with utilities instead of acting on behalf of consumers your comments to the PRC are needed. 

Customers with questions about the complaint process can contact the PRC's Consumer Relations Division at 1-888-427-5772 (1-888-4ASK-PRC). The Commission's announcement and the complete Final Order are available through the PRC's website and its PRCe360 docket system.

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