Energy [NEW] - Terms not applied correctly
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If you believe that your energy supplier has incorrectly applied the terms of its tariff, you should contact them via Resolver to let them know. Each energy supplier may have different rules for low income assistance. If in doubt, contact your area's energy regulator for more information.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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