how do i complain about my electricity provider

When contacting your energy provider about your complaint (either by phone or in writing) 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 energy provider cannot resolve the problem
• ask for a response within a reasonable timeframe – for example, 2 weeks or 10 business days.

Full Answer

How do I make a complaint about an energy supplier?

Ask the energy supplier or network, or Irish Water, to provide them with a report on their handling of the complaint Give you a unique reference number – you should use this in all future communication with the CRU

Can a consumer file a complaint against an electricity board?

Yes, any person can file complaint against any one,if there exists a relationship of consumer and service provider. If you use electricity then you are definitely a consumer for electricity board.

How do I file a complaint with the Public Utility Commission?

Before filing an informal complaint with the Public Utility Commission (PUC), contact your electric, telephone, water or sewer provider first and allow them to investigate your complaint. If you are unable to come to a satisfactory resolution with your provider, you should then file a complaint with the PUC's Customer Protection Division.

How do I make a complaint about a charge?

In order to make a complaint you will need to be able to say why you think you've been charged the wrong amount and include evidence to support your claim. You can send the complaint either by email or post, but we recommend you keep a copy of everything for your own records in case you don't get the outcome you want and need to escalate it.

How do I file a complaint with the nYS publiC ServiCe CommiSSion?

nYS publiC ServiCe CommiSSion:• uSe our online ComplainT Form: ... • Call our Toll-Free. ... 1-800-342-3377. ... 1-800-342-3355. ... ▶ Three Empire State Plaza. ... ▶ 90 Church St. ... ▶ Ellicott Square Bldg, 295 Main St. ... * To file a complaint in person, call our toll-free number at 1-800-342-3377 for directions and to make an appointment.More items...

How long before I can go to the ombudsman?

You usually need to complain to a business or to us within 6 years of your problem happening. If you haven't done this, we can't usually investigate the complaint unless you made your complaint within 3 years of becoming aware (or when you should reasonably have become aware) that you had cause to complain.

What is energy complaint?

The most common types of energy complaints are about: Gas and electricity bills. Problems that arise as a result of switching energy supplier. The way an energy product or service has been sold, including door step sales. The supply of energy to a home.

Is it worth complaining to the energy Ombudsman?

The answer is yes. If you're still unhappy, the ombudsman can help you get a response from your energy company, whether it's an apology, a clearer explanation or even some form of financial recompense.

Is complaining to Ombudsman free?

An ombudsman is a person who has been appointed to look into complaints about companies and organisations. Ombudsmen are independent, free and impartial – so they don't take sides.

Does the energy ombudsman charge a fee?

Ombudsman Services is free to consumers. We are funded by the fee a company that is signed up to our scheme pays to have each complaint reviewed.

Do energy companies have a duty of care?

Suppliers are legally required to provide their service with reasonable care and skill and within a reasonable time.

Can I speak to Ofgem?

If you have an enquiry relating to Ofgem's policies or functions, contact us at [email protected], on 020 7901 7295 or at the addresses below.

What complaints can be lodged with Ombudsman?

What complaints can one lodge with the Banking Ombudsman?Non-payment or unreasonable delay in the payment /collection/ issue of cheques, drafts, bills etc.;Non-acceptance, without sufficient cause, of small denomination notes and coins tendered for any purpose, and for charging of commission in respect thereof;More items...•

What can the Ombudsman investigate?

What can I complain to the Commonwealth Ombudsman about? The Ombudsman can investigate complaints about actions and decisions of Australian Government agencies to see if they are wrong, unjust, unlawful, discriminatory or just plain unfair.

What cases can be filed in Ombudsman?

A complaint filed in or taken cognizance of by the Office of the Ombudsman charging any public officer or employee including those in the government-owned or controlled corporations, with an act or omission alleged to be illegal, unjust, improper or inefficient is an Ombudsman case.

What is the maximum amount that can be awarded by Ombudsman?

The Ombudsman may award compensation not exceeding rupees 0.1 million to the complainant for mental agony and harassment. The Ombudsman, while giving the compensation, shall take into account the loss of time, expenses incurred by the complainant, harassment and mental anguish suffered by the complainant.

How long does it take to get a response from your energy provider?

ask for a response within a reasonable time—for example two weeks or 10 business days. Make sure you keep copies of any letters, emails or documents that you send as well as details of any calls you make or people you speak with.

What to do if you are not happy with your energy provider?

If you are not happy you can ask to speak to a senior manager or put your concerns in writing —that way, your energy provider is clearly aware of the problem and what you want, and you also have a record of your contact.

What are some problems with supply quality?

problems with supply quality, such as low frequency (for example, when your lights dim).

What to do if all else fails?

If all else has failed it may be time to contact The Energy Ombudsman. The Energy Ombudsman can help you to get practical action, an apology or explanation, or a financial award to resolve your complaint with your energy supplier. They are the body with teeth that can step between you and your energy supplier to find a resolution.

How to appeal to a higher authority?

Although you may want to appeal to a higher authority, your first step when something goes wrong should always be to go to your energy supplier directly. If it's a simple complaint, it can most likely be resolved with a phone call. Remember to write down the time and date of your call, the name of the person you spoke to and the details ...

What to do if your energy supplier doesn't respond to your complaint?

If your energy supplier doesn't resolve your complaint, then you should get in touch with the charity Citizens Advice.

How long does it take to respond to an Ombudsman decision?

If you reject the decision or don't respond within 28 days you can no longer take up the solution offered by the Ombudsman, but you are still free to complain in other ways, such as through the courts.

Where to go if your supplier says your complaint is deadlocked?

if your supplier says that your complaint is 'deadlocked' you can go to the Energy Ombudsman.

What time does the Relay phone line open?

The phone and text relay advice lines are open from 9am to 5pm, Monday to Friday.

Can the Energy Ombudsman deal with complaints?

The Energy Ombudsman cannot deal with: problems it thinks would be better dealt with by the courts or other complaints procedures. The Energy Ombudsman can only help if you have a complaint with the companies which participate in the scheme. You can check participating companies on the Ombudsman's website.

What is the OFGEM scheme?

Ofgem run a number of environmental schemes for the government. They include the Domestic and Non-Domestic Renewable Heat Incentive, Feed-in Tariff, Smart Export Guarantee, Warm Home Discount, Energy Company Obligation and Renewables Obligation.

How to complain about a third party?

If you want to complain about a third party contact them directly. Third parties might include renewable technology installers, assessors or contractors you use. You can usually take a complaint further with their trade body if you can’t resolve it. Ofgem does not set the policy for government schemes.

What can an Ombudsman do?

The Ombudsman can make a company correct a problem, apologise and explain what happened. They can also make a company pay compensation. Its decisions are binding on the energy company. or a comparison website accredited by the Ofgem Confidence Code .

How to complain about a network operator?

They must also reply to complaints and come to a decision within 8 weeks. Explain the problem and what you want them to do. You can complain by email, letter or telephone. Keep records of contact you have with the company.

How long do you have to complain to the Ombudsman?

Complain to the Energy Ombudsman if eight weeks have passed and you still aren’t happy with the company’s response. Energy companies should write to you to tell you how to do this at eight weeks or when you hit a ‘deadlock’. This is when neither of you can reach an agreement.

Does Ofgem set policy?

Ofgem does not set the policy for government schemes. If you have a complaint about a policy, you can contact the Department for Business, Energy and Industrial Strategy (BEIS) .

Can the Energy Ombudsman investigate complaints?

Our powers mean we can’t investigate or help with individual complaints you make to energy companies. Citizens Advice and the Energy Ombudsman can.

Do I have to pay an exit fee when I switch?

Exit fees, also called cancellation fees, are regularly applied to energy tariffs that have a fixed price and end date.

How many days before the end of a fixed term tariff do you have to contact your energy supplier?

Your energy supplier is required to contact you 42-49 days before the end date of your fixed-term tariff, informing you that your tariff is coming to an end and that you can switch without a fee.

What happens if your energy supplier goes bust?

What if my energy supplier goes bust? Your gas and electricity supply won't be cut off. There will continue to be a supplier as normal and Ofgem will move you to a new supplier as part of a 'safety net'. Read our complete guide for what to do if your energy supplier goes bust.

How long does it take to resolve a complaint with an energy supplier?

Energy suppliers have a set time limit in which to resolve most complaints. This time limit is eight weeks. If your complaint reaches a deadlock situation, you can then refer your complaint to the Energy Ombudsman.

How to contact your energy supplier?

Contact your supplier in writing either in a letter or by email. Keep a copy of everything you send to your supplier, including energy bills, and note when you sent them, even if it's just to keep a record of what is discussed over the phone.

What has the government agreed to do with energy suppliers?

The government has agreed measures with energy suppliers to support vulnerable customers through the Covid-19 outbreak.

What does it mean to reach a deadlock?

Reach deadlock A deadlock situation means you’ve exhausted your energy company’s complaints procedure without agreement.

What to do before filing a complaint with the PUC?

Before filing an informal complaint with the Public Utility Commission (PUC), contact your electric or telephone provider first and allow them to investigate your complaint. If you are unable to come to a satisfactory resolution with your provider, you should then file a complaint with the PUC's Customer Protection Division.

What is a complaint in the PUC?

A formal complaint at the PUC is similar to a court case and may result in a hearing, which is much like a trial. You will be called a complainant and you will be a party to the case with certain legal rights and obligations. As a complainant, you must respond to requests for information, you must send copies of any documents you submit to the PUC to every party in the case, you must provide the necessary number of copies to the PUC's Central Records Office, and, if the case is referred for a hearing, you must appear at the hearing so you can be questioned.

How long does it take to file a complaint with the PUC?

If the city does not act on your complaint within 30 days , you may request that Commission staff send an inquiry to the city about your case. If the city does not respond within 30 days to staff's inquiry, then you may file a formal complaint with the PUC.

What does an investigator do after receiving a response?

After receiving the company's response, an investigator makes an evaluation to determine if the company has failed to follow the law.

Can you file a complaint with the PUC?

If you are a customer of an electric, telecommunications, or water service provider who filed an informal complaint with the Public Utility Commission (PUC) and you are not satisfied with the resolution, you may file a formal complaint.

How to file a complaint with the Department of Public Service?

Before Filing Your Complaint with the Department of Public Service: First seek the assistance of your utility provider – they are required by law to assist you. If you are unable to get a satisfactory resolution from your utility provider, then contact the Department’s Office of Consumer Services to file a complaint using any ...

What is a 71 complaint?

Public Service Law Section 71 (addresses complaints related to the quality and price of gas and electricity) A complaint submitted under this section requires a petition signed by 25 or more utility customers, or signed by a mayor, trustee of a village, town board of a town, chief executive of a county, or legislative body ...

What is the number to call for emergency services in New York?

Call the Department of Public Service Emergency Hotline at 800-342-3355 on weekdays from 7:30 AM to 7:30 PM for assistance. Consumers with hearing or speech impairment can contact the Department of Public Service through the NYS Relay Service by dialing 711.

How do I take my complaint further?

If you have not received a response within the timeline set out by the company, or you are not satisfied with the response, you can bring your complaint to the CRU.

What happens if the CRU upholds your complaint?

If the CRU upholds your complaint, it may tell the energy supplier or network, or Irish Water, to fix the problem or pay compensation, or both. If compensation is awarded, it must be paid: The CRU’s decision is binding on the supplier or network operator. However, it is not bindng on you.

What is the CRU in Ireland?

The CRU is a statutory body responsible for regulation of the energy and water sector in Ireland and can investigate your complaint.

How to file a complaint with CRU?

To make a complaint with the CRU, you must fill out a complaint form and provide this to the customer care team.

How long does it take for Irish water to respond to a complaint?

Irish Water is also required to respond to your complaint within 5 working days with a resolution or an outline of the steps it will take to resolve the issue. Every energy company (and Irish Water) must have a customer charter, with information about the level of service you should expect, and what the company will do if something goes wrong. ...

Why do we need a record of conversations?

Having a record of conversations will make it easier for you if you cannot resolve your complaint informally.

What to do if you are not receiving the service you expect from your energy or water supplier?

If you are not receiving the service you expect from your energy or water supplier, or if something goes wrong, you may want to make a complaint. All gas and electricity companies, as well as Irish Water, must have a complaints handling process in place for their customers.