Utility Customer Complaint Process

THE COMMISSION'S MANDATE

The British Columbia Utilities Commission is an independent provincial agency set up to regulate energy utilities in the province, which distribute and sell electricity and gas.  Municipally owned utilities selling power to residents within town boundaries are not regulated by the Commission.

TYPES OF COMPLAINTS

The Commission receives complaints from utility customers who are unable to resolve disputes with their respective utilities. The Commission is available to assist the public in the resolution of complaints with utilities in the following areas:

• Utility Practices/Procedures
• Customer Billings
• Service Disconnections
• Gas Mains/Powerline Extensions
• Third-Party Billings
• Easement/Right-of-Way Maintenance

MAKING A COMPLAINT

Prior to accepting a complaint, the Commission must be satisfied that the customer has made a serious attempt to settle the dispute with the utility. Many complaints are successfully resolved between the customer and the utility, but the Commission will assist customers in the resolution of unresolved disputes.

Ideally the complaint to the Commission should be made in writing and provide the following information:

1. name of the complainant;
2. complainant's address;
3. utility account number (optional);
4. the key elements of the dispute;
5. names of utility staff/officials contacted;
6. dates contacts were made; and
7. reasons, from the customer's viewpoint, why the problem was not resolved.

Information provided by the customer will be forwarded to the respective Utility for comment. All customer information obtained is protected from public scrutiny under the Freedom of Information and Privacy Act.

In situations where disconnection of service is likely or where a complaint requires immediate action, a customer can contact the Commission at (604) 660-4700, or for those outside the Lower Mainland, the Commission has a B.C. Toll-free number: 1-800-663-1385.

OFFICE OF THE OMBUDSPERSON

If a customer is concerned with the process the Commission has undertaken to review a complaint, the customer can contact the Office of the Ombudsperson to request an investigation of the process. The Ombudsperson is an independent Officer of the Legislature, appointed pursuant to the Ombudsperson Act.

The Office of the Ombudsperson can review the process by which the complaint was reviewed by the Commission and as a result of the Ombudsperson review, may recommend reconsideration of the matter to ensure procedural fairness, rather than ordering change.

COMMISSION CONTACT

For further information please contact the Commission by mail, telephone, fax or e-mail.

Updated: January, 2010