British Columbia Utilities Commission

The British Columbia Utilities Commission regulates energy utilities in British Columbia, including BC Hydro and FortisBC, and reviews the rates and service standards they apply. It is an independent quasi-judicial body. If a regulated utility has not resolved a billing or service complaint, the BCUC can review how the company applied its approved rates and rules.

What the BCUC handles

• Electricity rates and charges from regulated utilities.
• Natural gas rates and charges from FortisBC and other regulated distributors.
• Service quality, connection, meter and billing complaints.
• Applications for rate changes and capital projects.
• Compliance with the Utilities Commission Act and the company's filed tariffs.
• Certain customer protection and reliability standards.

What it cannot do

The BCUC does not set the commodity price of gas, does not resolve every customer service dispute and does not handle telecom, water or insurance complaints. It also does not order compensation for distress or inconvenience in the way a court can. Its remedies are tied to the tariffs and rules it approves.

How to complain

Complain to the utility first and complete its internal process. Keep the account number, the dates, the representative's name and the company's written response. If the issue remains unresolved, contact the BCUC's consumer complaint team. The commission can ask the utility to explain its position and can review whether the charge or practice matches the approved tariff.

Be specific about the remedy: a corrected bill, a rate adjustment, a meter test, a payment plan or a service repair. Attach the bill, the meter reading and the company's final response. If the dispute is about a rate, quote the tariff provision you believe applies.

Understanding the tariff

A regulated utility can only charge the rates and apply the rules in its filed tariff. That document is the reference point for your complaint. If the company charges a fee that is not in the tariff, or applies a rule inconsistently, say so and point to the section. If the tariff allows the charge, the BCUC is unlikely to override it, even if the result feels unfair.

Evidence that helps

• Bills for the disputed period.
• Meter photos and readings.
• The utility's complaint responses.
• A dated log of calls and visits.
• Any relevant BCUC decision or tariff excerpt.

For telecom issues in BC, the CCTS is the separate route. Read how to complain to the CCTS in Canada for that process. For Ontario energy complaints, see the Ontario Energy Board page.