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: firstname.lastname@example.org
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.