Florida Power & Light Company (FPL) is the largest electric utility company in Florida, serving more than 5 million customers across the state including major cities such as Miami, Fort Lauderdale, West Palm Beach, Orlando, Tampa, Sarasota, Naples, Fort Myers, and Jacksonville. FPL aims to provide reliable, affordable, and clean energy to its customers, but sometimes problems may arise that require customer complaints.
If you are an FPL customer and you have a power or electricity-related concern, here are the steps you can follow to register a complaint and get the desired resolution.
Level 1: Contact FPL Customer Service
At level 1, you can register an electricity complaint by contacting FPL’s Customer Service. You can do this by following these steps:
Step 1: Report your concern online or by phone
The first step is to report your concern to FPL through their online portal or by phone. You can access the online portal at FPL Support, where you can report issues such as power outages, streetlight problems, power quality, billing disputes, deteriorated poles, electrical interference, and a dangerous condition such as a downed power line.
Contact details to report a concern:
- Phone: Call FPL’s customer service hotline at 18889888249
- Report Outage: Call the hotline at 1-800-4-OUTAGE (18004688243)
- Online: Submit a complaint or query through the online FPL contact form.
- Mobile App: The FPL Mobile App allows you to report issues directly from your smartphone.
Additionally, you can also check the status of your previously reported concerns or view the Power Tracker outage map.
When lodging a complaint, be sure to provide as much detail as possible, including your account number, the nature of the complaint, and any relevant dates or times.
After you report your concern, FPL will acknowledge your complaint and provide you with a reference number.
Please note: Call the FPL hotline at 18884437717 to resolve issues while filing a claim online or to compensate for your monetary losses.
Step 2: Troubleshooting and Expected Resolution Time
When you report a concern, an FPL representative will begin to investigate your concern and troubleshoot. In the case of a power outage, FPL will provide an estimated restoration time. For other issues, they will try to solve the problem remotely or dispatch a crew if necessary.
The resolution time may vary depending on the nature and severity of your concern, as well as the availability of resources and personnel.
Level 2: Escalate your complaint if not satisfied
If you are not satisfied with FPL’s response or resolution, or the concern remains unresolved after a reasonable period, escalate your complaint to a higher level of authority within FPL.
- Supervisory Review: Ask for your complaint to be reviewed by a supervisor or manager within the customer service department.
- Formal Complaint Letter: Write a formal complaint letter to FPL, detailing your issue, previous attempts to resolve it, and your expected outcome. Address this to the Customer Service Department.
You can do this by contacting FPL’s Customer Care Center at 18889888249 and asking to speak to a supervisor or manager. Write a letter to FPL’s Customer Care Center at the following address:
FPL Customer Care Center
P.O. Box 025576
Miami, FL 33102-5576
Please include your name, account number, reference number, and a detailed description of your concern and the reason for your escalation. FPL will review your escalated complaint and try to resolve it to your satisfaction.
Level 3: File a complaint with the regulatory authorities
If the issue related to power supply, outages, billing disputes, or other electricity services remains unresolved after taking the above steps, you can escalate your complaint further by contacting:
- FPL Executive Office: Address your concern to the executive level by sending a detailed letter to the Office of the President. This should be a last resort within the company’s internal complaint process.
Last Resort: Regulatory Authorities
If you have exhausted all the internal avenues of complaint resolution with FPL and you are still not satisfied, file a complaint with the external regulatory authorities that oversee FPL’s operations and services. These authorities include:
1. Florida Public Service Commission (FPSC)
The Florida Public Service Commission (FPSC), regulates the rates, service quality, and safety of FPL and other public utilities in Florida. You can file a complaint with the FPSC online at File a Utility Complaint or by phone. You can also write to the FPSC at the following address:
Florida Public Service Commission
Division of Consumer Assistance and Outreach
2540 Shumard Oak Boulevard
Tallahassee, FL 32399-0850
Office of Public Counsel:
This office represents consumers in utility issues before the FPSC and can be a valuable resource for escalating unresolved complaints. You can call at 18003420222, submit an online contact form of Florida OPC, or write at the postal address – Office of Public Counsel, 111 West Madison Street, Room 812, Tallahassee, Florida 32399-1400
When contacting regulatory authorities, be prepared to provide comprehensive details about your complaint, including documentation of all communication with FPL.
2. Federal Energy Regulatory Commission (FERC)
The Federal Energy Regulatory Commission (FERC) regulates the interstate transmission and wholesale sale of electricity and natural gas by FPL and other utilities in the United States. You can file a complaint with the FERC online at FERC Online – eFiling or by calling 8662083676 (online support).
3. Consumer Financial Protection Bureau (CFPB)
The Consumer Financial Protection Bureau (CFPB) is a consumer protection authority, that protects consumers from unfair, deceptive, or abusive practices by FPL and other financial service providers in the United States. You can file a complaint online with the CFPB or by calling 18554112372.
Please note that filing a complaint with the regulatory authorities does not guarantee a favourable outcome or a binding resolution. The authorities may investigate your complaint and take appropriate action against FPL if they find any violation of the law or regulation.
However, the authorities may not be able to intervene in your specific case or provide you with a remedy. Therefore, it is advisable to try to resolve your complaint with FPL first before resorting to the regulatory authorities.
FPL is committed to providing you with the best possible service and customer experience. However, if you have a power or electricity-related concern, you can follow these steps to register a complaint for the redressal of your concerns and escalate your unresolved complaint to a higher level or the provided external regulatory authorities.