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Formal Complaint Overview

Registered users can file a formal complaint with the New Mexico Public Regulation Commission (NMPRC) through a guided form. The form captures the complainant, the utility or company involved, the details of the issue and the supporting documents.

When you submit, the complaint receives a confirmation number, appears in My Dockets with the status New, and a submission notification is sent to you. If PRC staff accept it, it becomes an active Formal Complaint docket with a docket number.

Who can do this

Tier 1 and Tier 2 users, through File a New Formal Complaint in the Submit New menu on the dashboard.

Before you begin

Have these ready:

  • Complainant information: your name, contact details and address (or those of the person you are filing for).
  • Company or utility: the company the complaint is against. It must already be registered in the system.
  • Complaint details: a description of the issue, the applicable law, rule, tariff or CCN if known, the relief you are seeking, and the facts that support the complaint.
  • Informal complaint history, if applicable: the outcome of any earlier informal complaint and why it did not resolve the issue.
  • Supporting documents: bills, correspondence, photos or other evidence. At least one document is required.

Steps​

  1. Open the Complaint Form: open File a New Formal Complaint from the dashboard.
  2. Complete the Complaint Form: answer the informal complaint, filer, company and complaint detail questions.
  3. Upload Complaint Documents: attach your supporting documents.
  4. Submit Your Complaint: submit and save your confirmation number.
  5. Manage Your Complaint: track the status, open the complaint in Docket 360, and see what happens next.

To add documents to a complaint you have already filed, see File Into Formal Complaint.

What Happens After Submission​

PRC staff review the complaint, typically within 2-5 business days, and may request additional information. You receive an email when the status changes.

StatusMeaning
NewComplaint received and awaiting review.
ActiveComplaint accepted. A docket number is assigned, the docket appears in All Active Dockets and becomes part of the public record, and you can file additional documents into it.
RejectedComplaint denied. You receive an email with the reason and can submit a new complaint with corrected information.

Manage Your Complaint covers the review process, common rejection reasons and the ways to track your complaint.

Example​

Example

Sarah, a homeowner, has frequent power outages from her electric utility. Contacting the utility directly did not resolve the issue, so she files a formal complaint with the NMPRC.

What she needs: her account information and service address, the dates and details of the outages, records of her communications with the utility, and supporting documents such as photos, bills and correspondence.

What happens:

  1. She registers as a Tier 1 user (about 10 minutes).
  2. She logs in, clicks Submit New and selects File a New Formal Complaint.
  3. She completes the form with the details of her issue (about 20-30 minutes).
  4. She uploads her bills and email correspondence.
  5. She submits and receives a confirmation number.
  6. PRC staff review her complaint within 2-5 business days.
  7. If it is accepted, her complaint becomes an active docket.
  8. She tracks the status in My Dockets.
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