Contacting your Electricity Provider
If there is a problem, you need to contact your electricity provider as soon as possible to explain the problem and the outcome you want. In many cases, the problem can be resolved over the phone. If you are not satisfied with the customer service, you can ask to speak to a supervisor or put your concerns in writing to the CEO.
When contacting your electricity provider, you should:
- give them your name and your account number
- explain the problem
- explain the outcome you want
- outline the steps you will take if you and your provider cannot resolve the problem
- ask for a response within a reasonable time, usually two weeks or 10 working days is acceptable
IMPORTANT: Keep copies of any letters, emails or documents you send, as well as details of calls and people you speak with.
Contact your electricity provider for questions about:
- getting connected to the network
- arranging supply to your home or business
- concerns with the service provided
- your rights regarding cancelling or changing a contract
- billing issues
- your electricity meters
- power lines connecting your property
- power outages
- supply quality problems (e.g., lights dimming)
Complaints – Electricity (Consumer Service) Regulations, 2024
Regulation 30 sets out clear obligations for the distribution and supply licensee (e.g., Public Utilities Corporation, PUC) and the URC in handling consumer service issues:
- 30(4): Each complaint must be assigned a unique reference number, immediately communicated to the consumer, and resolved within 14 days of filing.
- 30(5): If the licensee fails to respond in time or the consumer is unsatisfied, they may escalate the complaint to the URC, which must resolve it within 30 days.
URC Complaints Procedure Aims to:
- Provide a service with simple steps and clear responsibilities
- Sort out your complaints quickly
- Get full answers from the electricity company whether or not it is at fault
- Tell you how your complaint is progressing
- Tell you the outcome and reasons for decisions after investigation
- Tell you what to do if you are not satisfied with the way we handled your complaint
When dealing with complaints we also aim to:
- Use what we learn to increase customer protection
- Monitor how satisfied customers are with our service and identify ways of improving it