Consumer Rights
Under the Utilities Regulatory Commission Act (2023), you have the right to reliable and good quality electricity service. You also have a duty to use the electricity provided in a safe manner and for the purpose it is intended. However, you also have the responsibility to pay for the services given within the timeframe set otherwise services can be suspended or disconnected.
Consumer Rights
- Access electricity of good quality.
- Receive every month an itemized bill, indicating the units consumed, service charges and other charges.
- Timely receipt of bills.
- Raise a complaint concerning their bill, meter, etc.
- Have accurate meters installed at their premises for the billing of all electricity consumed.
- Receive information concerning power outages or other power supply interruptions that might affect them.
- Complain to URC and FTC if their electricity complaint is not resolved by their Service provider.
Consumer Obligations
- Promptly pay for the electricity that they use.
- Use URC-certified wiremen for installing electricity at their homes or premises.
- Use electricity safely in order to avoid accidents or death.
- Report broken wires, spoilt transformers, loose connections and other dangerous situations to the Utility.
Provider Requirements
- Provide you with fair contracts with clear terms and conditions so you can fully understand the electricity offer.
- Notify you if they change your contract including the cost of your electricity.
- Provide clear information on your bill.
- Tell you about your right to complain if you have problems with your electricity service.
- You also have a right to fair and honest dealings with your supplier. Electricity suppliers, like all businesses, must comply with laws governing their sector.
Customer Responsibilities
- Provide open and convenient access to read and maintain your electricity meters.
- Provide notice of when you are moving house.
- Advise your supplier if you are using the electricity provided differently, for example if you start running a small business from your home.
Understanding your electricity bill
Your name and address
Your electricity meter number
Amount due and payment deadline
The billing period
Meter readings (kWh) - estimates clearly marked
Charge per kilowatt hour (kWh)
Demand charge (fixed supply charge)
Any other fees or charges
NOTE: If you have a Renewable Energy system, you should also be provided with
information about your energy production, either on your PUC bill or as a separate document.