The BCUC handles complaints and inquiries about the entities we regulate.

To help you navigate the BCUC’s Complaint Process, we have developed a Complaints Guide, which provides further information. The BCUC reviews complaints on a variety of topics, including:

  • Application of standard charges and rates
  • Billing issues
  • Compliance with the Utilities Commission Act, Insurance Corporation Act, and BCUC directives
  • Common Carrier matters
  • Disconnection matters
  • Independent natural gas marketers
  • Information requests about service or regulation
  • Maintenance of power lines, equipment, etc.
  • Metering and meter reading
  • Power reliability
  • Matters related to utility Tariffs

Complaint Steps

Our complaint process follows these steps:

Contact the regulated entity

Contact the regulated entity to try to resolve the matter. Many complaints are successfully resolved between the service provider and the customer. If possible, keep a detailed account of the problem, including:

  • Dates of contact with the company,
  • Details about your complaint (e.g. timeline of events),
  • Copies of all correspondence and bills,
  • Dates of contacts with the company, and
  • Names of people you've spoken to.

File a complaint with the BCUC

For more comprehensive and detailed information on the BCUC’s customer complaints process, please review our Complaints Guide.

Complaints Icon

What the BCUC does with your complaint

The BCUC follows the following process after receiving your complaint:

Information Review

The BCUC reviews your complaint to determine if there is enough information to proceed. We may contact you for additional information and provide you with relevant information, such as the regulated entity’s tariff. A tariff is a binding contract which outlines standards and requirements that the regulated entity must adhere to. Tariffs are established and amended through BCUC proceedings.

We may also provide you with information related to the Code of Conduct for Gas Marketers, which outlines the responsibilities of Gas Marketers towards the consumer, and requires the Gas Marketers to conform to principles of fair competition. It also ensures the relationship between Gas Marketers and customers are based on fair and ethical principles.

Additionally, we may provide information on the Rules for Gas Marketers, which was developed by the BCUC and aids in the administration of Gas Marketer licensing.

BCUC Jurisdiction Review

Next, we review your complaint to determine if it is within the BCUC’s jurisdiction to resolve. If it is, we will send your complaint to the regulated entity to ask them to review your concerns and respond to any allegations made.

You will have the opportunity to review their response and send in any additional comments or questions you may have. BCUC staff will review the regulated entity’s response(s) and any information you submit to ensure the response(s) addressed the concerns outlined in your complaint.

Outside our Jurisdiction

Occasionally, the BCUC receives complaints about issues that are beyond our jurisdiction, such as:

  • Smart Metering (installation of smart meters)
  • Requests for financial compensation for damages
  • Social service matters including financial assistance or relief
  • Landlord/tenant issues between non-regulated parties
  • Internal company customer service policies
  • Wording on bills
  • Communication materials (i.e. letters, important notices, flyers, etc.)
  • Right of way disputes
  • Individual ICBC insurance plans
  • Optional ICBC insurance offerings
  • Complaints about sewer, water, and/or telecommunications

If a complaint is not within our jurisdiction, we will attempt to refer you to the appropriate organizations, if possible.

Commissioner Review

BCUC staff may escalate the file for review by a Commissioner or Panel of Commissioners if the matter remains unresolved or if staff are concerned that the regulated entity may not have acted in accordance with its approved tariffs, BCUC directives, rules, or the UCA. The Commissioner(s) then review and issue a decision regarding the complaint.

File a Complaint

BCUC Complaints Guide

For more comprehensive and detailed information on the BCUC’s customer complaints process, please review our Complaints Guide.
Learn more

Gas Marketer Dispute Guidelines

The Gas Marketer Dispute Guidelines provides guidance on the role of the customer, gas marketer and BCUC within the customer choice dispute process.
Learn more