Energy [NEW] - Incorrect information given

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  • If you're sold an energy contract, you should be given correct information about your contract.
  • This includes information given in person, over the phone, online, or in any promotional materials.
  • If you think you've been given incorrect information by an energy provider, you should contact them via Resolver to let them know.
  • If they're unable to resolve the matter for you, you can consider escalating the matter to your area's energy regulator or consumer protection organisation.
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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