Energy [NEW] - Cooling off period

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  • With any energy contract, you should be given a 10-day “cooling-off” period in which you can cancel if the contract isn’t for you (whatever the reason).
  • You won’t be charged a cancellation fee and your electricity service won’t be interrupted.
  • The 10 days start from the moment you acknowledge receipt (or, if you’ve signed up online, the moment you receive the contract or agreement via email).
You should know

Taking things further

If you can't find a resolution with your energy provider, you may be able to escalate your case to your province or territory's energy regulator.

They'll be able to consider most cases and offer guidance. In some circumstances, they may be able to recommend a course of action for a business to take.

In some cases, you may also want to contact your province or territory's consumer protection organisation for guidance.

Consumer protection legislation

You have some protection under your province or territory’s consumer protection legislation. This legislation protects you from certain unfair business practices, setting out the rules around warranties, faulty goods and complaints (among other things).

For more information, contact your province or territory’s consumer protection organisation.

Your energy provider’s tariff

Energy providers are required to have a tariff that sets out what you can expect from them and how they’ll resolve certain key issues.

You should expect your energy provider to stick to the terms of their tariff.

Provincial/territorial energy regulations

Your province or territory may offer you some protection in the form of energy regulations.

The regulations will set out the way energy providers are expected to behave and may require them to resolve certain issues in a specific way.

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