When deciding which utility company to go with, whether for electricity, gas, phone or broadband, you should expect to get accurate information about what they offer.
Your provider must continue to ensure the information they give you about their product or service is accurate and not misleading, including details about pricing, changes to your service and the way you are billed.
Before making a decision on which provider to use, do your research to find out what is the best and most suitable deal for you. For example electricity companies offer various deals such as a discount for prompt payment of bills and broadband providers usually let you either pay as you go or pay a monthly rate.
Unfair contract terms
Whenever you sign up with a new provider such as for a mobile plan or a new gas provider you are entering a contract. The Fair Trading Act helps protect you against unfair terms in standard form consumer contracts.
If you have a problem with your utility provider complain directly to them in the first instance. If you are unable to resolve your problem then you can contact the relevant disputes scheme (such as the Telecommunications Disputes Resolution and the Utilities Disputes) or make a complaint to us. You can complain to us about:
any breach of the Consumer Guarantee Act for your product or services
The world of telecommunications can be complex. Our consumer advice is designed to provide you with information to help you make informed purchasing decisions, enter into a fair contract with your provider, ensure you receive accurate and understandable bills, and provide advice about where to turn if things go wrong.
Our consumer advice on electricity and gas is designed to provide you with information to help you choose and switch providers, enter into a fair contract with your provider, ensure you receive accurate and understandable bills, and provide advice about where to turn if things go wrong.