How to File a Complaint Against an Illinois Alternative Retail Electric Supplier (ARES)

Illinois's deregulated electricity market empowers consumers with real choices — but it also creates opportunities for bad actors to exploit those choices. If an Illinois ARES has overcharged you, switched your supplier without consent, or locked you into a contract you didn't agree to, you have concrete legal rights and an accessible complaint process to enforce them.

The Illinois Commerce Commission (ICC) serves as the regulatory watchdog for the state's deregulated energy market. It licenses every ARES operating in Illinois, sets conduct standards they must follow, and provides a consumer complaint process for residents and businesses harmed by supplier misconduct. The Illinois Attorney General's Consumer Protection Bureau adds another layer of enforcement for deceptive or fraudulent practices.

This guide explains what an ARES is and when you have grounds to complain, walks you through the step-by-step ICC complaint filing process, explains your consumer rights in Illinois's energy market, and tells you what to realistically expect after you file. Whether you're dealing with unauthorized supplier switching, billing fraud, or a broken contract promise, the tools to address it are within reach — and this guide shows you exactly how to use them.

What Is an Illinois ARES and Why You May Need to File a Complaint

An Alternative Retail Electric Supplier (ARES) is any company licensed by the Illinois Commerce Commission to sell electricity supply in Illinois's deregulated market. As of 2025, over 70 ARES are licensed to operate in ComEd territory, with additional suppliers serving Ameren Illinois customers.

Legitimate vs. Problematic ARES Behavior

Most Illinois ARES operate professionally and within the law. But the competitive marketplace also attracts companies that use high-pressure sales tactics, misleading rate claims, and contract structures designed to lock customers into unfavorable arrangements. The ICC receives thousands of consumer complaints related to ARES conduct annually — the most common categories include:

  • Slamming: Switching a customer's supplier without their knowledge or consent — the most serious ARES violation
  • Cramming: Adding unauthorized charges to a customer's utility bill
  • Misleading rate claims: Promising savings that weren't delivered; advertising rates that don't reflect the all-in cost
  • Contract misrepresentation: Signing customers to contracts with terms different from what was verbally promised
  • Auto-renewal without notice: Rolling contracts to unfavorable terms without the legally required advance notice
  • Refusal to release: Attempting to hold customers past contract expiration or charging improper early termination fees
  • Aggressive door-to-door tactics: Refusing to honor the 3-business-day rescission right for in-person sales

The 3-Business-Day Rescission Right

Illinois law provides customers with a 3-business-day right of rescission when signing an ARES contract through door-to-door solicitation or telephone sales. If you signed under pressure and want to cancel, act immediately — document your cancellation in writing, send it via certified mail, and file an ICC complaint if the supplier refuses to honor your cancellation request.

Step-by-Step Guide: How to File a Complaint Against an Illinois Alternative Retail Electric Supplier

Before filing with the ICC, document everything. A well-documented complaint resolves faster and is more likely to result in the outcome you want.

Pre-Filing Preparation: Build Your Evidence File

  1. Gather account documents: Your utility account number, service address, and current utility bill showing the supplier's name and any disputed charges
  2. Collect the contract: The signed ARES contract (or the verbal terms you were given if no written contract was provided)
  3. Compile billing records: Bills covering the disputed period, ideally 6–12 months to show rate history
  4. Document communications: Save all emails, letters, and texts with the supplier. Note date, time, and content of any phone conversations
  5. Calculate the overcharge: Quantify the dollar amount in dispute — this strengthens your complaint and makes resolution more efficient
  6. Attempt direct resolution first: Contact the ARES's customer service and request resolution in writing. Document this attempt — the ICC typically expects to see you've tried to resolve directly before filing

Filing with the Illinois Commerce Commission

The ICC accepts complaints through multiple channels:

  • Online: icc.illinois.gov/complaints — preferred method for detailed documentation
  • Phone: 800-524-0795 (Consumer Services Division) — available Monday through Friday, 8:30 AM to 5:00 PM CT
  • Mail: Illinois Commerce Commission, Consumer Services Division, 527 E. Capitol Ave., Springfield, IL 62701

Your complaint should include:

  • Your name, address, account number, and contact information
  • The ARES's name and any account or contract number
  • A clear, factual narrative of what happened and when
  • The specific relief you're seeking (refund amount, contract cancellation, rate correction)
  • Copies (not originals) of supporting documentation

Filing with the Illinois Attorney General

For complaints involving deceptive practices, false advertising, or patterns of consumer fraud, also file with the Illinois Attorney General's Consumer Protection Bureau. The AG can pursue civil enforcement actions and penalties against ARES companies that systematically harm consumers — actions the ICC's administrative process may not fully address.

Your Consumer Rights: Illinois Commerce Commission Complaint Process Explained

The ICC's complaint process has two tracks: informal resolution and formal proceedings.

Informal Complaint Resolution

The vast majority of consumer complaints — billing disputes, unauthorized switches, cramming charges — are handled through the ICC's informal process. A Consumer Services Division mediator contacts both you and the ARES, reviews the evidence, and facilitates a resolution. This process typically takes 30–60 days and results in:

  • Billing corrections and refunds for overcharges
  • Contract cancellations without early termination fees (in cases of misrepresentation)
  • Clarification of contract terms and rate structures
  • Return to utility default supply for unauthorized switches

Formal Complaint Proceedings

If informal resolution fails or the matter is complex, the ICC can initiate formal proceedings involving hearings before an administrative law judge. Formal proceedings are more adversarial and typically involve legal representation on both sides. Potential outcomes include formal orders to refund customers, suspend or revoke the ARES's license, or impose fines.

Your Rights During the Complaint Process

  • You cannot be disconnected from utility service because you filed a complaint
  • You cannot be charged a penalty for exercising your right to complain
  • You have the right to review information the ARES submits in response to your complaint
  • You can request a formal hearing if you're unsatisfied with informal resolution
  • Retaliation by the ARES (rate increases, service disruptions) following a complaint is itself a separate violation

What to Expect After Filing an ARES Complaint in Illinois (And How to Get Results Fast)

The ICC complaint process is generally effective for billing disputes and unauthorized supplier changes. Here's how to maximize your chances of a fast, favorable resolution.

Typical Timeline

  • Days 1–5: ICC acknowledges receipt and assigns a case number
  • Days 5–15: ICC contacts the ARES with your complaint details and requests a response
  • Days 15–45: Mediation and resolution attempts; ICC may contact you for additional documentation
  • Days 30–60: Most informal complaints reach resolution
  • Beyond 60 days: Unresolved complaints may proceed to formal proceedings or be referred for enforcement action

Tips for Faster Resolution

  • Be specific and quantified: Complaints with specific dollar amounts and clear timelines resolve faster than vague allegations
  • Include all documentation upfront: Don't send partial documentation — submit everything you have with your initial complaint
  • Follow up proactively: Check your complaint status and respond to ICC requests within 48 hours
  • Escalate if needed: If informal resolution stalls, explicitly request escalation to a formal proceeding in writing
  • Consider parallel filing: Filing simultaneously with the ICC and the AG's Consumer Protection Bureau often accelerates supplier response

When to Seek Legal Help

For disputes involving substantial amounts (over $2,000), class-action-worthy systematic fraud patterns, or ARES companies that repeatedly ignore ICC process, consulting an energy attorney or consumer protection attorney is worthwhile. Many Illinois legal aid organizations also assist consumers with energy disputes at no charge.

The best defense against ARES misconduct is working with a reputable broker who vets suppliers before presenting them to you. At IllinoisEnergyPrices.com, we only work with financially stable, ICC-licensed ARES with clean complaint records. See our guide to evaluating Illinois electricity suppliers for how we vet our supplier partners.

Work With a Supplier You Can Trust

We pre-screen every Illinois ARES we recommend for financial stability, ICC compliance, and complaint history. Our clients don't file complaints — they cash savings checks.

Find a Vetted Illinois Energy Supplier

Frequently Asked Questions: Illinois ARES Complaints

Where do I file a complaint against an Illinois electricity supplier?

File at icc.illinois.gov/complaints or call 800-524-0795. Also consider the Illinois Attorney General's Consumer Protection Bureau at illinoisattorneygeneral.gov for deceptive practices.

How long does an ICC complaint take to resolve?

The informal process aims for resolution within 30–60 days. Formal proceedings take longer. Most billing disputes resolve through the informal process.

What is slamming in the Illinois electricity market?

Slamming is switching a customer's supplier without consent — a serious violation of ICC regulations. If you find an unexpected supplier change on your bill, file an ICC complaint immediately and request reversal to your previous supplier without penalty.

Can I get a refund if an Illinois electricity supplier overcharged me?

Yes. The ICC can order refunds for overcharges and unauthorized charges. The AG can pursue additional civil remedies including penalties for systematic fraud.

What information do I need to file an ICC complaint?

Account number, service address, supplier name, copies of relevant bills, all communications with the supplier, dates of disputed charges, and a clear description of the issue and relief sought.

What happens if an Illinois ARES loses its license?

Your account returns to utility default supply automatically. You'll receive written notice and can then choose a new ARES or remain on default service.