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Consumer Rights & Obligation

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Consumer Rights & Obligations

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

A consumer of electricity has a right to:

  • 1Access electricity of good quality.
  • 2Receive every month an itemized bill, indicating the units consumed, service charges and other charges.
  • 3Timely receipt of bills.
  • 4Raise a complaint concerning their bill, meter, etc.
  • 5Have accurate meters installed at their premises for the billing of all electricity consumed.
  • 6Receive information concerning power outages or other power supply interruptions that might affect them.
  • 7Complain to URC if their electricity complaint is not resolved by their Service provider.

Obligations of Electricity Consumers

A consumer (user) of electricity has an obligation to:

  • 1Promptly pay for the electricity that they use.
  • 2Use URC-certified wiremen for installing electricity at their homes or premises.
  • 3Use electricity safely in order to avoid accidents or death.
  • 4Report broken wires, spoilt transformers, loose connections and other dangerous situations to the Utility.

Electricity Providers Are Required To

  • 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.

As a Customer, You Are Responsible For

  • Providing open and convenient access to read and maintain your electricity meters.
  • Providing notice of when you are moving house.
  • Advising 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

The electricity provider will either send your bills via post or hand-deliver it to your premises every month. The following information should be recorded on your bill:

  • Your name and address
  • Your electricity meter number
  • How much you need to pay (including any credits or money owed from previous bills) and when you need to pay it by
  • The billing period (the period in which you used the electricity you are being charged for)
  • The meter readings used to calculate the amount of electricity consumed during the billing period (measured in kilowatt hours or kWh). If your bill is based on an estimate, this should be clearly marked on the bill.
  • The amount you are being charged for each kilowatt hour (kWh) of electricity
  • The demand charge for the billing period (a fixed charge for supplying your property with electricity, not based on how much electricity you use)
  • Any other fees or charges being applied

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.