BISMARCK – The North Dakota Public Service Commission reported the agency received 712 consumer contacts in 2025, including informal complaints against regulated entities, public input submitted as part of an open case, referrals to other agencies and requests for information.

In a release from the PSC, 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,” Haugen-Hoffart said. “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, or 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 in which the Commission is looking at permitting new transmission projects such as pipelines, electric transmission lines and wind farms or for rate cases.

In 2025, there were 137 public input contacts recorded or 19% of 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.”

The Commission launched a new public comment tracking system in January 2020 that allows more flexibility to record comments from the public and generate statistics and reports.

“Public input is a key part of the commission’s process,” Commissioner Jill Kringstad said. “It allows us to listen to information provided by our citizens and evaluate and consider how best to support their needs. Our staff is also a valuable resource for the public to assist or answer questions.”

When a complaint is received, a PSC staff member works as a liaison between the consumer and the company to resolve the problem within the jurisdiction of the commission. Often, the complaint is outside of the commission’s jurisdiction and needs to be referred to another agency or the caller simply needs information. These calls are recorded as “referrals.” The Commission recorded 264 referrals in 2025.

The report does not include any docketed information that is part of formal cases before the commission. During the 2023-25 biennium, there were 718 formal cases filed with the commission.