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.

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:

 A library of current documentation is also maintained at the Commission's office. Library hours are as follows:

Updated: March 24, 2006