Contact the utility provider and use their complaints handling process. Bring the matter to the attention of a supervisor or manager if it is not resolved by the customer service representative. The hearing of grievances is a consumer’s right and utilities are obliged to have the issue addressed or clarified.


If the matter is not resolved to your satisfaction, put it in writing (email/letter). The company should acknowledge receipt of your written complaint within 5 business days. They should complete their investigation within 30 business days.


If you are still dissatisfied with the utility’s resolution of your complaint, please write to the OUR (email/letter) and include the utility’s final response to you as well as any other supporting documents (bills, receipts etc.).