CAB First Quarter Report - 2026 - Q1-2026 Finals

Sep 19, 2026

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Consumer Affairs Branch (CAB) of the California Public Utilities Commission provides quarterly reporting on services supporting consumers with issues related to regulated utility services. The report summarizes Q1-2026 activities, including total consumer contacts, resolution of informal complaints, and facilitation of consumer refunds. It also covers Limited English Proficiency programs, detailed recap sections for energy and telecommunications contacts, and Environmental and Social Justice (ESJ) highlights with top complaint categories and outage-related issues.

LanguageEnglish

CategoryGeneral

FormatPDF

Pages34

Reading Time12 min

AccessFree to download

About The Consumer Affairs Branch (CAB)

About This Report

CAB Contributing Analysts

Executive Summary

Q1-2026 CAB Service Highlights

CAB Received 9,895 Total Consumer Contacts

CAB Resolved 2,692 Informal Complaints (ICs)

CAB Facilitated the Return of $383,346 to Consumers

Limited English Proficiency (LEP) Programs – TEAM & CHANGES

Energy Utilities Recap with Q1-2026 Highlights

Telecommunications Utilities Recap with Q1-2026 Highlights

California LifeLine

Environmental and Social Justice (ESJ) Consumer Contacts for Q1-2026

ESJ Overview

Energy and Telecommunications ESJ Highlights

Top Complaints from Consumers in DACs

Disconnection Non-Payment (DNP) Contacts

Telecommunications Outage Complaints

TEAM and CHANGES

Consumer Affairs Branch (CAB) F I RST QUA RT E R RE PO RT – 2026 June 10 , 2026 Services provided by CAB staff to consumers in Q1-2026 Table of Contents About The Consumer Affairs Branch (CAB) ...........................................................................2 About This Report .....................................................................................................................3 CAB Contributing Analysts ................................................................................................................................. 3 Editors .................................................................................................................................................................... 3 Executive Summary ..................................................................................................................4 Q1-2026 CAB Service Highlights ..............................................................................................5 CAB Received 9,895 Total Consumer Contacts .............................................................................................. 5 CAB Resolved 2,692 Informal Complaints (ICs) ............................................................................................. 6 CAB Facilitated the Return of $383,346 to Consumers .................................................................................. 7 Limited English Proficiency (LEP) Programs – TEAM & CHANGES ...................................................... 8 Energy Utilities Recap with Q1-2026 Highlights ......................................................................9 Energy Consumer Contacts ................................................................................................................................. 9 Most Frequent Contacts by Subcategory ..................................................................................................... 11 Telecommunications Utilities Recap with Q1-2026 Highlights ............................................ 14 Telecommunications Consumer Contacts....................................................................................................... 14 Most Frequent Contacts by Subcategories ...................................................................................................... 16 California LifeLine .............................................................................................................................................. 18 Most Frequent Types of California LifeLine contacts................................................................................... 19 Environmental and Social Justice (ESJ) Consumer Contacts for Q1-2026 .......................21 ESJ Overview.......................................................................................................................................................21 Energy and Telecommunications ESJ Highlights ..........................................................................................22 Telecommunications, Energy, and Water ESJ Contacts ...............................................................................22 Top Complaints from Consumers in DACs ...................................................................................................23 Disconnection Non-Payment (DNP) Contacts ..........................................................................................23 ESJ Energy Contacts ..........................................................................................................................................25 Core Transport Agents (CTA) and Alleged Abusive Marketing Complaints .........................................25 ESJ Telecommunications Contacts ..................................................................................................................27 Telecommunications Outage Complaints ..............

FAQs

What is the Consumer Affairs Branch (CAB) responsible for?

CAB assists consumers who need support with their utility services regulated by the CPUC. It resolves questions and complaints, manages LifeLine appeals, administers LEP programs, and provides consumer contact data for policy decisions.

What does the report refer to as “consumer contacts”?

All consumer questions and complaints received by CAB are referred to as consumer contacts. The report uses this terminology for the data presented unless otherwise noted.

Which utility areas are covered in the Q1-2026 highlights?

The report covers telecommunications, electricity, natural gas, water, and transportation services. It includes recaps for energy and telecommunications contacts and highlights related ESJ consumer contacts and outage complaints.

Sep 19, 2026

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