Customer Choice Program - Information & Resources for Customers

Customer Choice Program

   Customer Choice offers consumers the freedom to choose who to purchase their natural gas from, an independent gas marketer or FortisBC, the local natural gas utility. Independent gas marketers offer natural gas at long-term fixed prices. FortisBC offers natural gas at variable, market based rates that may change as often as four times a year.

Click here for more on the Customer Choice Program - Standard Information Booklet - PDF

In cases where a customer is concerned about a gas marketer, the customer should attempt to resolve their concerns by contacting the gas marketer directly. For instances where resolution is not achieved, the Commission has established two processes to aid the consumers:

• Complaint Process – the Commission accepts correspondence from individuals who have a general concern about a gas marketer, or who may or may not have entered into an agreement with a gas marketer under the Customer Choice Program. The types of complaints may include customer service, program administration, or gas marketer Code of Conduct issues such as salesperson conduct or marketing practices. The Commission accepts complaints in writing, preferably by email, but also through regular mail, or fax.

• Dispute Process – the dispute process is available for customers who have signed a contract with a gas marketer and wish to dispute their contract. Contracts may be disputed for a number of reasons including contract term, contract price, validity of the contract, and issues on the gas marketers’ compliance with the Code of Conduct. To have their situation assessed, the consumer should log a dispute by calling FortisBC at 1-888-224-2710. FortisBC will record the details of the dispute in their enrolment system and the Commission will investigate and resolve the dispute.

• Complaint and Dispute Processes - PDF

• Dispute Reconsideration Guidelines - PDF

To view more information on Natural Gas Marketers, please select one of the following:

         Residential link   Click here
          Business link     Click here