Customer service Primary
1-800-224-9376
Accounts, billing, outages and service.
BC
BC Hydro customer service and complaints
Electricity for British Columbia
Provisional entry
Checked 2 Nov 2026
British Columbia Hydro and Power Authority
BC Hydro generates and delivers electricity in British Columbia. Billing and account support is by phone and online; outages have a separate 24/7 reporting line.
Step one
Ways to contact BC Hydro
Outage map
BC Hydro outages
Check current outages and restoration estimates.
Formal complaint form
Open complaint form
Use this after contacting support if the issue is not resolved.
Check for an outage before you call: service status page.
Step two
How to complain about BC Hydro
Work through the stages in order. Each one creates the paper trail the next stage needs.
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1
Stage 1
Open a complaint with BC Hydro
Straight away
Contact BC Hydro and ask for a formal complaint. Give the account number, dates and the remedy you want. Record the reference and the agent's name.
Use the phone or online complaint form on this page.
Ask for a hold on collections while the complaint is investigated.
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2
Stage 2
Put the dispute in writing
Allow 10–14 days
Send a written summary with meter readings, bills and the outcome you want. Keep a copy and ask for a response within a set period.
Email or use the provider's complaint form.
Photograph the meter on the day you send the letter.
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3
Stage 3
Escalate to the provincial regulator
After the provider's first response
File a consumer complaint with your provincial energy board or the Utilities Consumer Advocate. The utility may be required to respond.
Use the regulator's online complaint process and upload your evidence.
Ask whether disconnection is paused while the complaint is open.
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4
Stage 4
Contact the provincial ombudsman
After the regulator's response
If the regulator cannot resolve the issue, the provincial ombudsman may review how the utility or public body handled it.
Check your province's ombudsman eligibility rules.
The ombudsman reviews process and fairness, not just the amount on the bill.
Step three
Formal complaint letter template
Formal complaint letter template (Canada energy). Copy it, fill in the bracketed fields and keep a dated copy.
[Your name]
[Your address]
[Your email]
[Your phone]
[Date]
BC Hydro
Customer Complaints Team
Account number: [account number]
Service address: [service address]
Dear Complaints Team,
I am writing to make a formal complaint about my electricity / gas account.
What happened
[Explain the billing, meter, outage, collection or service issue and give dates. Include meter readings and amounts in dispute.]
What I want
[State the remedy you want: corrected bill, refund, payment plan, restoration of service or compensation.]
Please respond in writing by [date]. If the issue is not resolved, I intend to file a complaint with [provincial regulator] and, if necessary, the provincial ombudsman.
Sincerely,
[Your name]
[Your address]
[Your email]
[Your phone]
[Date]
BC Hydro
Customer Complaints Team
Account number: [account number]
Service address: [service address]
Dear Complaints Team,
I am writing to make a formal complaint about my electricity / gas account.
What happened
[Explain the billing, meter, outage, collection or service issue and give dates. Include meter readings and amounts in dispute.]
What I want
[State the remedy you want: corrected bill, refund, payment plan, restoration of service or compensation.]
Please respond in writing by [date]. If the issue is not resolved, I intend to file a complaint with [provincial regulator] and, if necessary, the provincial ombudsman.
Sincerely,
[Your name]
Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.
If it is not fixed
Escalate to the regulator
Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.
Questions
BC Hydro FAQ
How do I complain about a BC Hydro bill?
Call 1-800-224-9376 and ask for a billing review. Keep meter readings and a copy of the bill. If it is not resolved, the BCUC handles complaints about regulated utility service.
Does BC Hydro offer payment plans?
Yes, BC Hydro offers payment arrangements for eligible customers. Ask before the due date and get the agreement in writing so the account does not go to collections.
Who regulates my electricity or gas utility in Canada?
It depends on the province. Ontario uses the OEB, British Columbia the BCUC, and Alberta the AUC. Municipal utilities may be governed locally. Your bill or the utility's website names the regulator.
Can I switch providers while a complaint is open?
In many cases yes, but keep the complaint open with the old provider and confirm the final bill in writing. A switch does not automatically resolve disputed charges.
Who handles a dispute with an Alberta energy retailer?
Start with the retailer. If it does not resolve the issue, the Utilities Consumer Advocate can explain your options and help with mediation. The Alberta Utilities Commission handles regulated utility tariffs and service, not most retail contract disputes.
Sources
Where this information comes from
Provisional entry
Compiled from official provider and regulator pages, last checked 2 Nov 2026. Contact details change — confirm on the official page before relying on them.
How we verify pagesKeep going
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