The Commission receives complaints from public utility and ICBC customers and works to resolve complaints that are within the Commission's jurisdiction under the Utilities Commission Act. Commission staff investigate customer complaints to ensure these companies are appropriately applying their approved tariffs and directives. The Commission also receives complaints from customers regarding the marketing activities or early exit fees charged by licensed gas marketers. If your concern is regarding a contract with a gas marketer, do not file a complaint; instead, file a dispute with FortisBC by calling 1-888-224-2710 or online at the following link: www.fortisbc.com/marketerdisputes.
Commission staff can help investigate your concerns through our complaints process. However, before Commission staff will review a complaint, the customer must show they made a serious attempt to resolve the matter with the company. When resolution has not been possible, Commission staff will assist customers in addressing unresolved complaints.
For more comprehensive and detailed information on the BCUC’s customer complaints process, please review our Complaints Guide.
In order to file a complaint, please send us the following information:
* Required field
You can also submit your complaint by mail, email or fax to the following:
Customer Service Specialist
British Columbia Utilities Commission
900 Howe Street
Vancouver, BC V6Z 2N3
Fax: (604) 660-1102
Thank you. Your complaint has been received. Every complaint is reviewed and we will respond to you shortly. You may be asked to provide additional information.
Please note that we may not reply to correspondence that contains abusive or discriminatory language.
If this matter is urgent, such as a disconnection, please contact us by phone at: (604) 660-4700 or 1-800-663-1385.
The BC Utilities Commission is authorized to collect and publish a person or organization's personal information when they participate in a matter before the Commission under sections 26(c) and 33.1(r)(ii) and (iii) of the Freedom of Information and Protection of Privacy Act (FIPPA). Subject to FIPPA, all documents filed in respect to an application will be placed on the public record.