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Submit a Dispute

Home Consumers – Submit a Dispute

Consumers have the right to accurate information regarding the quality and reliability of their services and service providers have a legal obligation to provide it. This right is regulated by the Regulatory Authority Act 2011, the Electronic Communications Act 2011, the Electricity Act 2016 and is included in the service provider’s license.

 

If you wish to submit a dispute please follow these steps:

 

Step 1: Contact Your Service Provider

 

Before the Authority can consider your dispute, the service provider must first have the opportunity to resolve the dispute. You must contact the service provider’s disputes department to seek a resolution.

We recommend that you keep notes of who you speak with and all email correspondence about the dispute.

 

Step 2: Submit a New Dispute to the Regulatory Authority

 

If your dispute remains unresolved with the service provider, you may then submit your dispute to the Authority.

  • Submit your dispute in writing, including a detailed explanation of the issue.  It is important that you include what resolution you expect from the service provider.
  • Include your name and relevant contact details.
  • Include all relevant documentation to support your case, including contracts, bills and any other correspondence with the service provider.
  • Where possible, include the names, dates and times of all interactions about your dispute with the service provider.
  • Please keep a copy of your dispute submission.

Step 3: Update Your Existing Dispute

 

If there is a change or an update from the service provider after you have submitted a dispute to the Authority, please advise us by email: info@rab.bm

Online Dispute Form

 

Please complete this form if you would like the Regulatory Authority to assist in addressing your concern.  You must first submit your dispute to the service provider before the Regulatory Authority can become involved.

 

For help with the form, please Contact Us.

Name of Service Provider:

Please Select The Type of Service You Are Disputing:

If you have chosen OTHER please specify the type of service:

When did you notice that there might be a problem?

When did you first submit a complaint to the service provider?

Has the service provider sent you a final decision on your complaint?

If you have answered yes, please attach or send us a copy of the final response you received from the service provider together with this form
Has there been any court/tribunal/arbitrary proceedings relating to your complaint?

Have you contacted any other authority about your complaint?
If you have answered YES to either of the previous questions, please provide details here:

Summary of Your Dispute:

Please Attach Any Additional Files:
To add multiple files, please upload all at once. (Use CTRL or CMD)
 

 

YOUR PERMISSION FOR THE REGULATORY TO PROCEED:
 
The Regulatory Authority has my authorization to contact the service provider with whom I have a dispute and to request copies of any documentation or assist on my behalf to resolve my dispute.
 
The Regulatory Authority has my authorization to use my relevant details, which could include personal information in order to deal with my dispute effectively.
 
The Regulatory Authority handles disputes differently than the courts, and would not usually require me to attend hearings. However, in order to effectively resolve my dispute I may be requested to attend meetings in person. Every effort will be made to resolve disputes via correspondence between the Authority and the service provider.
 
The Regulatory Authority has my authorization to use facts contained in my dispute as an example of where things may be improved, and the Authority agrees to respect my privacy and keep my personal information strictly confidential except as authorized above.
 
The Regulatory Authority reserves the right to post this dispute on its website (without my personal details) as a matter of transparency.
 
I have read and understood the outlined process to which the Regulatory Authority addresses disputes and the extent to which they can assist me with my dispute.
 
I hereby certify and confirm that to the best of my knowledge, the information provided is a true, accurate account and has been completed as outlined in the Authority’s process.