Jim Williamson, Interim Division Director

The Consumer Relations Division is dedicated to establishing and maintaining quality consumer services among those industries overseen by the Public Regulation Commission. The Consumer Relations Division investigates consumer inquiries and acts as the outreach office for the Commission by developing and implementing public awareness programs.

This web site is provided to our consumers as a courtesy, and for informational purposes only. The New Mexico Consumer Relations Division assumes no liability for this information; it is not accountable for any accidental misrepresentations or inaccuracies within this website, nor is it in any way liable for the quality, accuracy, or completeness of the information provided herein.

The site was established to assist consumers in locating general information that provides the answers to many commonly-asked questions. It was not intended to settle policy, billing, or contractual disputes. As Insurance policies and Utility terms and conditions vary, we encourage consumers to review their policies, terms and conditions, utility bills, etc., as the primary sources of accurate information regarding their accounts.

The information on this web site does not in any way substitute for that contained in the New Mexico Statutes or the New Mexico Public Regulation Commission Rules and Regulations. The site cannot provide legal clarification or advice of any sort; if you have legal questions, you should consult an attorney.

 

CRD Utility Procedures


CLEC-IXC Complaints
Wireless Complaints by Company
CLEC Complaints 2009
ILEC Complaints 2009
ILEC Complaints by Company
Cramming & Slamming
Questions & Answers
Non-Jurisdiction

Utilities Complaint Form

COMPLAINT PROCEDURES

We recommend that you try to resolve your dispute with the utility company before you contact us. Many disputes can be resolved by asking for a company supervisor. If you cannot resolve the problem, contact us as soon as possible. You can file your complaint by mail, fax, phone, or by email by using our on-line complaint form. You may send a letter detailing the nature of the complaint in lieu of, or in addition to, the complaint form. Depending on the nature and complexity of the complaint, you may be required to submit a written inquiry to expedite investigation.

When the Consumer Relations Division receives your complaint, it will be assigned to a Compliance Officer for investigation and response. Once we have completed the investigation, the Compliance Officer will contact you to discuss the results. We may also contact you during the investigation with questions or requests for more information.

If you are submitting a letter by regular mail, fax, or email, make sure the following information is included:

•Name of the utility company involved
•Full name of the customer of record (NOTE: only the customer of record, or a party authorized with the utility company to discuss the account, can submit complaints. If you are writing on behalf of the customer of record, please indicate this in your letter, and enclose a short statement, signed by the account holder, that authorizes your involvement).
•Service address
•Mailing address (if different from service address)
•Telephone number(s) involved or gas/electric/water/sewer account number
•Home telephone number
•Telephone number where the Compliance Officer can reach you during the day
•Details of the dispute, to include the company’s response to the complaint and the company representatives spoken to

If you are concerned that your utility service will be disconnected before your complaint is received, please call the Consumer Relations Division at (888) 427-5772 to file your complaint by phone. You may be required to follow up with supporting documentation and/or a letter. NMPRC regulations prohibit your utility service from being disconnected while a complaint is being investigated—provided you continue to pay the undisputed portion of your bill. If you do not pay anything, the utility can disconnect your service, regardless of the time of year.
If you are not satisfied with the Compliance Officer’s decision, NMPRC regulations permit you to request a further review of the dispute. To do this you must file a formal complaint with the Commission within five (5) days of your receipt of the investigation results. A formal complaint is a legal action, which requires a $25 filing fee to cover the original filing and the production of ten (10) copies.

Links

FCC
Water
Gas
Electric
 
Residental Gas and Electric
Sewer
Telecommunications
Slamming and Cramming  

 

CRD Insurance Procedures

The Insurance Bureau of the Consumer Relations Division is staffed by trained professional employees committed to consumer assistance and satisfaction. Bureau staff members accomplish this by serving as liaisons between the consumer and the Insurance companies selling policies in New Mexico.

COMPLAINT PROCEDURES

The Insurance Bureau offers assistance to consumers seeking to resolve disputes and complaints with licensed New Mexico Insurance Companies. We strongly suggest that consumers first discuss problems with company representatives; if the situation cannot be resolved, the Insurance Bureau will provide assistance.

Files

Questions and Answers (are under review and will be relinked when available)
Terms Glossary
Insurance Complaint Form (pdf)

Links

Health Insurance
Ambest
International Insurance Institute


 

Utility Complaint OnlineForm

If you need to download a complaint form in PDF format, please use the link below
(PDF) Utility Complaint Form

Si quiere el formulario de queja en espanol, favor de hacer un clic aqui.

required designates required field
 Customer Contact Information (The name on your bill or account)
requiredCustomer Name:
   If Business, Contact Person:
requiredPrimary Phone:
   Other Phone:
   Fax:
requiredE-Mail Address:
 Service Address
requiredStreet:
requiredCity:
   State:
requiredZip:
Mail Address (if different from above)
   Street:
   City:
   State:
   Zip:
If you are not the customer of record please fill out this section:
Name:
Address
Relationship to Customer
Daytime Phone Number:

Reason why customer cannot complete the form


Note: you must have the customer's permission to file a complaint on their behalf.
Utility against which you are filing a complaint
required Utility Name:
   Your Account Number:
If your complaint involves a termination of service please complete:
Is your service currently on?
If your service is off, when was it turned off?
How much money is the utility requiring to restore service?
If your service is on, do you have a turnoff notice?

If you are requesting an extension on a turnoff notice, when can you make the payment: and how much can you pay
Your Complaint
requiredComplaint:
(Be sure to indicate specific dates and people you've talked to at the utility about this complaint.)
Suggested Resolution:   (What do you think the utility should do to make this situation right?)
Documentation

To submit relevant documentation such as copies of the bill(s) in dispute, cancelled checks, receipts, etc., please send these via email: crd.complaints@state.nm.us or via fax: 505-827-4523. Please reference your last name on the documentation sent.

The information provided on and with this form is true and correct to the best of my knowledge and belief. I am enclosing copies of any correspondence or other documentation in my possession that may be of assistance.

   Reset Form

It is very important to make sure that we receive your submission properly.  When your form submission is completed correctly, you will receive a page with your form submission information.
If you do not receive this page, and instead encounter an error page, please read it carefully, go back on your browser, correct your submission, and resubmit.

 

Insurance Complaint Online Form

If you need to download a complaint form in PDF format, please use the link below
(PDF) Insurance Complaint Form

required designates required field

      The Insurance Complaint Unit investigates complaints involving insurance companies, adjusters and other insurance industry staff members with regards to the issuance of policies and processing of claims. The Insurance Complaint Unit cannot act as your lawyer, provide legal advice, or recommend or rate insurance companies. We are forbidden from determining liability, damages or making settlement decision on your behalf. You may wish to consult with a private attorney to explore what rights of action or other redress options you may have based on the circumstances of your particular case.

     After submitting this form, a copy of your completed form will be sent to the insurance company, agent or adjuster in order to obtain a written response. Upon receipt of this response, the case will be reviewed and if necessary, further investigation will be conducted. You will be notified of the results.

 Customer Contact Information:
requiredName:
requiredPrimary Phone:
  Other Phone:
   Fax:
  May we contact you by email?    Yes      No
requiredE-Mail Address:
(If we cannot contact you by email please enter noemail@noemail.com in the required email address field. Thank you)

(Form validation requires 1 email address, please enter other contact email address(es) in complaint details section)
  Are you represented by an attorney?    Yes    No
  Have you filed a lawsuit in Court ?    Yes    No
Street Address:
requiredStreet:
requiredCity:
requiredState:
requiredZip:
 Mail Address (if different from above):
   Street:
   City:
   State:
   Zip:
Insurance Company, Agent, or Adjuster your complaint is about:
requiredInsurance Company Name:
Is this your insurance company?
Yes No
Policy Number:
Policy Issue or Effective Date: State of Purchase
Sales Agent's Name: Current Servicing Agent's Name:
Type of Insurance:(please check inusrance type or list other below.
Other:
Life
Health
Auto
Home
HMO
Service Warranty
Claim No: Date Loss Occurred
or Began:
Adjuster's Name: Adjuster's Phone:
Reason for complaint:
What type of Issue is Your Complaint Regarding? (CHECK ALL THAT APPLY)
Claim Denial
Delays
Policy Cancellation
Company Service
Premium Rate
Refusal to Insure
Agent Service
Damage Amount Dispute
Other:
Statement of Facts:
required Explain the details of your complaint. 
Provide copies of any documents you believe will assist us. (Attach separate documents below if necessary)
Statement of Objectives:

Explain what you feel would be a fair resolution of this matter. (Attach separate documents below if necessary)

Documentation

To submit relevant documentation such as copies of the bill(s) in dispute, cancelled checks, receipts, etc., please send these via email: crd.complaints@state.nm.us or via fax: 505-827-4523. Please reference your last name on the documentation sent.

The information provided on and with this form is true and correct to the best of my knowledge and belief. I am enclosing copies of any correspondence or other documentation in my possession that may be of assistance. I fully understand that a copy of this form and any or all of the enclosed information may be forward to the involved insurance company or agent. I also understand that the facts relating to this matter will become a matter of public record pursuant to New Mexico law once my filed is closed.

   Reset Form

It is very important to make sure that we receive your submission properly.  When your form submission is completed correctly, you will receive a page with your form submission information.

If you do not receive this page, and instead encounter an error page, please read it carefully, go back on your browser correct your submission, and resubmit.


 

Consumer Relations Contact Information:

General Information & Electronic mail:

Telephone: 505-827-4592
Fax Numbers:  
  Utility Complaint 505-827-4463 (fax)
  Insurance Complaint 505-827-4253 (fax)
Postal address: P.O. Box 1269
Santa Fe, NM 87504-1269


Consumer Complaint Telephone Hours are:
Monday - Friday
8:00 a.m. - 12:00 p.m.
1:00 p.m. - 5:00 p.m.

Local Complaint Line: 505-827-4592
Toll Free Complaint Line: 1-888-427-5772

CRD Insurance Complaints
CRD Utility/Transportation Complaints
Email Complaints to: crd.complaints@state.nm.us