Processing complaints from utility customers after they first attempt to resolve billing or service issues with their gas, electric, telephone, or water provider, and offering support through the NJBPU Division of Customer Assistance when no resolution is reached.​

Assists in escalating calls to the service provider on behalf of its consumers.

Provides a centralized consumer assistance line for cable-related complaints and inquiries, helping consumers file formal complaints.

Provides two communication options for customers who have disabilities Verizon Wireless National Accessibility Customer Service Center (for wireless customers). Verizon Center for Customers with Disabilities (for FIOS and traditional phone customers) offers TTY services. Customers can also request to have their service bills provided in alterative formats, including braille, large print, audio CD, and CD-ROM.

Processing verbal and written disputes, conducting interviews, and responding to information inquiries, assisting customers with issues such as service delays, repairs, discontinuances, payment arrangements, high bills, deposits, and rates, and providing emergency help for gas leaks, fallen wires, and water main breaks.

NJ 2-1-1 coordinates LIHEAP assistance for New Jersey residents through eligibility screening, LIHEAP provider referrals, status inquiries, and complaint processing.

Assists Verizon customers with general questions regarding their phone bill, establishing new or changing existing services, questions about services or rates. The Masterkey Voice Response System can be used to hear bill balance, last payment credited to account, and payment locations, make payment arrangements, and enter the details of last payment.