Answers questions, handles complaints and provides information about natural gas, electric, landline telephone, and water utility services, household goods movers, commercial motor carriers and railroad crossing safety.. Offers information to help consumers understand current utility issues, choose a supplier, enroll in utility assistance programs, and reduce energy costs. Also provides mediation and potential reconnection assistance when disconnection is threatened or occurs.

Regulates providers of all kinds of utility services, including electric and natural gas companies, local and long distance telephone companies, water and wastewater companies, rail and trucking companies. Provides an automated system available for consumers.

Monitors and enforces state laws against unfair, inadequate, and unsafe public utility and transportation services. Resolves consumer either informally or through a formal complaint process. Resolves disputes between utilities and residential, business, and industrial customers, as well as between competing utilities. Assures availability of adequate, safe, and reliable services to all residential, business, and industrial consumers. Provides information about rights and responsibilities as a utility customer. Publishes the Apples to Apples cost comparisons for energy services where customers have a choice. Regulates rates for utility services where customers do not have choices.

Represents interests of 4.5 million residential utility consumers in proceedings before state and federal regulators and in the courts, primarily before the PUCO.

Answers questions, explains consumer programs (including but not limited to HEAP & PIPP), offers safety information, "Call Before You Dig" program, conservation tips, maps of service areas, and other services related to consumer electric and gas usage.