Complaint Handling
Procedures for: |
- Utility Practices/Procedures
- Customer Billings
- Service Disconnections
- Electric Powerline Extensions
- Gas Mains Extensions
- Third-Party Billings
- Easement/Right-of-Way Maintenance
|
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:
- name of the complainant;
- complainant's address;
- utility account number (optional);
- the key elements of the dispute;
- names of utility staff/officials contacted;
- dates contacts were made; and
- 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.
ROLE OF THE OMBUDSMAN
If a customer is not satisfied with the Commission's handling
of a complaint, he or she may contact the Ombudsman's Office to
review the process used.
The Ombudsman has the authority to review the processes used
by the Commission, for resolving complaints. The Ombudsman may
recommend reconsideration of a matter rather than order change.
COMMISSION CONTACT
To submit a complaint or to request further information, please contact the Commission Secretary as follows:
Mail to: |
The Commission Secretary
British Columbia Utilities Commission
Box 250, 900 Howe Street
Vancouver, BC V6Z 2N3
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Facsimile to: |
604-660-1102
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E-mail to: |
complaints@bcuc.com |
A library of current documentation is also maintained at the
Commission's office. Library hours are as follows:
Monday through Friday
8:00 a.m. - 12:00 p.m.
1:00 p.m. - 4:00 p.m.
Updated: March 24, 2006
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