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The ERB receives, investigates and resolves consumer complaints using the Complaints Procedure developed by the ERB. Complaints to the ERB are channeled through letters, e-mails, telephone call or a consumer may visit the ERB offices. Any person or consumer may seek the ERB's intervention if they are dissatisfied with the handling of their complaint by an energy utility or they consider the outcome inconclusive. The ERB will not normally accept complaints from any person or consumer who has not exhausted the complaints procedures of the utility they have a dispute against. Below is a list outlining the types of complaints the ERB handles:
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BILLING & PAYMENT ISSUES |
QUALITY OF SERVICE ISSUES |
QUALITY OF PRODUCT |
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Billing |
Meter Testing |
Fuel Contamination |
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Disconnect Notice |
New Service connection |
Other |
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High Bill |
Service outage |
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Payment Arrangements |
Service Appointment |
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Service Termination |
Trouble Report |
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Deposit |
Equipment |
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Charges |
Service Interruption |
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Taxes/Surcharges |
Service/Personnel |
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Other |
Other |
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2. THE "WHAT-TO-D0" LIST FOR CONSUMERS VACATING A HOUSE
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Notify landlord by giving adequate notice of intention to vacate premises
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Advise the nearest Customer Service Centre where you will be asked to provide the following details:
- Personal Details i.e. Name, NRC/Passport
- Premises Details i.e. Location, tenancy agreement to establish legitimacy of tenancy/ownership.
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Upon verification of date of occupancy, fill in a cessation form to initiate termination of current account on premises.
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Power company will run final bill and terminate active account to establish final balance. This must be settled by previous occupant on these premises.
TIPS
1. Ensure the account is in your name
2. Do not allow bills to accumulate beyond a month
3. Record the final meter reading before vacating a premises |
