Wiktor Wise
If you have a complaint about your electric company, the first step is to contact the company itself. This could lead to a faster resolution of your problem, and the company may even offer you a bonus for your trouble. If your problem is not resolved, you can file a complaint with your local public utility commission. If you live in Texas, for example, you can file a complaint with the Public Utility Commission of Texas. If you are in New York, you can contact the Department of Public Service. If you are in Great Britain, you can file a complaint with Ofgem, the independent energy regulator for England, Scotland, and Wales.
| Characteristics | Values |
|---|---|
| First step | Contact your energy supplier |
| Contact your distribution network operator for power cuts or connection problems | |
| Contact Ofgem if your complaint is about Ofgem | |
| What to do if your supplier doesn't answer | Complain to Citizens Advice |
| What to include in your complaint | Details of meter readings, relevant information from your bill, account number, case reference numbers, and supporting documents as evidence |
| Date and time of any calls, names of people you speak to | |
| How to complain | By phone, in writing by email or post, or through your supplier's website |
| What to do if your supplier doesn't resolve your complaint | Complain to the Energy Ombudsman within 12 months of your supplier telling you their decision |
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What You'll Learn
How to complain about an electric company
If you have a complaint about your electric company, the first step is to contact the company itself. This could provide a faster resolution to your problem, and the company may even offer you a little bonus for your trouble. If your supplier won't answer the phone or send a reply in writing, you can then take your complaint further.
Before you contact your supplier, it's a good idea to gather any supporting evidence, as well as the details of your complaint and your energy account number, which you can find on your recent bill. When you're ready, you can complain to your supplier over the phone, or in writing by email or post. Look online for your supplier's complaints procedure, which should be listed on their website, along with contact details for complaints.
When you put your complaint in writing, you'll need to explain how your supplier can resolve it. For example, if you've been overcharged, you may want a refund. You can send your complaint by email or print and post it – ask the Post Office for proof of postage, as you may need to prove when you sent the letter. You can also complain by phone.
Your supplier will get in touch if they need more details about your complaint. They should send you a 'decision letter' or 'letter of deadlock' within eight weeks, explaining how they'll deal with your complaint. If you're not satisfied with their response, or if you don't receive a letter within eight weeks, you can complain to the Energy Ombudsman. The Ombudsman is impartial and will make a decision after looking into both sides of the case. They can make your supplier change their decision if they believe your complaint was dealt with unfairly.
In Texas, there are three major types of electricity providers: cities, cooperatives, and private companies. If a city provides your power, you can contact them with any concerns about service or billing. Municipally owned electric companies are typically not overseen by state regulators. If you belong to an electric cooperative, you can contact the administrators of the co-op with your concerns. Because co-ops are member-owned, customers typically need to resolve disputes through the co-op. If you have a billing dispute that the co-op does not resolve, you can file a consumer complaint with the Office of the Attorney General. If you have questions or concerns about a private electricity provider, you can contact the Public Utility Commission (PUC), which oversees electric companies.
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What to include in your complaint
If you are facing issues with your electricity company, it is important to know that you have the right to complain and seek a resolution. Here is a guide on what to include in your complaint to ensure it is effective and leads to a timely resolution:
Details of the Issue:
Start by clearly explaining the problem you are facing. Be as specific as possible and include relevant dates, times, and any previous communication regarding the issue. For example, if you have been overcharged on your bill, mention the amount and the date of the incorrect charge.
Account Information:
Provide your account number and any relevant case or reference numbers. This information can typically be found on your bill or through your online account. Having this information readily available will help the customer support team locate your account and understand your specific situation more quickly.
Supporting Evidence:
Gather any supporting evidence related to your complaint. This could include previous bills, emails, or other documents that support your claim. For example, if you are disputing a charge, provide a copy of the bill showing the incorrect charge. Having evidence will strengthen your complaint and make it easier for the company to understand and address your concern.
Suggested Resolution:
Explain what you would like the company to do to resolve the issue. For instance, if you have been overcharged, you may request a refund or a correction to your bill. Be reasonable in your request and keep in mind that the company will likely have standard procedures for addressing such issues.
Contact Information:
Provide your preferred contact information so that the company can get in touch with you regarding your complaint. This includes your preferred method of communication (phone, email, or mail), as well as the best times to reach you.
Complaint Procedure:
Before submitting your complaint, familiarize yourself with the company's complaint procedure. This information is usually available on their website and includes specific contact details for complaints, such as email addresses or postal addresses. Following their outlined procedure will help ensure your complaint is directed to the appropriate channels and is addressed efficiently.
Remember to keep a record of all communication related to your complaint, including any phone calls, emails, or letters. Note down the dates and times of your interactions, as well as the names of anyone you speak to. This information may be useful if you need to escalate your complaint to a higher authority or an ombudsman service.
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Getting in touch with the company
If you have a complaint about your electric company, the first step is to contact your energy supplier. You can do this over the phone, or in writing by email or post. It is a good idea to note down the time and date you call, and who you speak to. When you write to your supplier, include your account number and any case reference numbers you have. This makes it quicker and easier to sort out your problem.
Before you get in touch, gather any supporting evidence. This could include details of meter readings, and any relevant information from your bill, so that your query can be dealt with more easily. If you are complaining in writing, you can use a template letter. You can email it or print and post it – the email and postal addresses are listed in your supplier’s complaints procedure. Ask the Post Office for proof of postage, and always keep a copy of what you send.
If your supplier doesn't solve your problem while you're on the phone or via webchat, follow up with an email or letter repeating what you said. This means you’ll have a record of your conversation with your supplier. If your supplier won't answer the phone or send you a reply in writing, you can escalate your complaint within the company. Ask them how long it’ll take for their response, and if they have a reference number for the complaint.
Your supplier will get in touch with you if they need any more details about your complaint. They should send you a ‘decision letter’ or ‘letter of deadlock’ within 8 weeks. If you are not satisfied with their response, or you don't hear back within 8 weeks, you can then contact the Energy Ombudsman, which is a free, independent and impartial service for domestic and micro business complaints. You must complain to the Energy Ombudsman within 12 months of your supplier telling you their decision.
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Keeping records of communication
Identify the Issue and Gather Evidence:
Before initiating contact, clearly understand the nature of your complaint. Gather any relevant evidence, such as bills, account information, and details of previous interactions. This evidence will strengthen your case and ensure a more efficient complaint process.
Choose the Appropriate Communication Channel:
Electric companies typically offer multiple channels for customer complaints, including phone, email, and postal mail. Choose the channel that best suits your needs and preferences. Remember to consider the availability of records when selecting a channel; for example, phone calls may be automatically recorded, and emails provide a written record.
Note the Time and Date:
Whenever you communicate with the electric company, make sure to note the time and date of the interaction. Record the method of communication used, such as the phone number called or the email address used. This information can be crucial for reference and proof of your efforts to resolve the issue.
Document the Content of the Communication:
Keep a record of what was discussed during each interaction. Note the name of the representative you spoke with, any resolutions or promises made, and any reference numbers provided. If you have a detailed record of the conversation, it will be easier to follow up and demonstrate your efforts to address the issue.
Retain Copies of Written Communication:
When sending emails or letters, be sure to keep copies for your records. This includes both the original complaint and any subsequent responses from the electric company. If sending physical mail, consider using registered mail or obtaining proof of postage from the post office. That way, you can confirm when the letter was sent and received.
Follow Up on Promises and Deadlines:
Pay close attention to any deadlines or timelines provided by the electric company. Make a note of these dates and follow up if a promised action is not taken by the specified time. This demonstrates your attention to detail and commitment to resolving the issue.
By following these steps, you can effectively keep records of your communications when dealing with complaints about an electric company. These records will not only help you stay organized but also provide evidence of your efforts to address the issue, which can be invaluable if the complaint escalates to a higher authority, such as an ombudsman service.
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Taking it to the Energy Ombudsman
Before taking your complaint to the Energy Ombudsman, you should notify your supplier and give them a chance to resolve the issue. Your supplier has eight weeks to resolve the dispute, unless they send a 'deadlock letter' allowing you to contact the Energy Ombudsman sooner.
If eight weeks have passed, or you have received a 'deadlock letter' and are still unable to resolve the issue with your supplier, you can register your dispute with the Energy Ombudsman. This can be done for free via their website, which is the fastest way to escalate your dispute. You can also create a case via email or telephone.
When creating a case, you will need to provide information such as your energy supplier's name, the name of the account holder, the account number, and the date you first raised your complaint. You will also need to provide any evidence of the contact you've had with the supplier, such as copies of emails or letters, as well as details of phone calls with dates, times, and names of people you've spoken to.
Once your case has been created, the Energy Ombudsman will review the information and decide if they can help with your dispute. If they can, they will invite you to provide evidence to support your case, which can be posted or uploaded to their Dispute Resolution Platform. The Energy Ombudsman will then review the evidence and make a decision, which will be sent to both you and the supplier.
If you accept the Energy Ombudsman's decision, they will close the complaint, and the supplier is legally bound to implement the proposed remedy within 28 days. If you decline their decision, you are free to pursue your dispute with your supplier in court.
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Frequently asked questions
If you have a complaint, it is recommended that you first contact your electric company. If your issue is not resolved, you can then file a complaint with your local Public Utility Commission (PUC).
Municipally-owned electric companies are typically not overseen by state regulators. If your power is provided by your city, you can contact them with any concerns regarding service or billing.
If you belong to an electric cooperative, you can contact the administrators of the co-op with your concerns. If you have a billing dispute that the co-op does not resolve, you can file a consumer complaint with your state attorney general's office.
Complaints are a key way for public utility commissions to identify issues with electric companies. If you feel wronged by your electric company, you can file a complaint. However, be aware that the resolution may not be in your favour.
