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Consumer Rights & Responsibilities

Home Consumer Protection Rights & Responsibilities

Consumers Have the Right to:

  • Have their complaints acknowledged within one business day;
  • Cancel a contract within the first two weeks of service;
  • Honest advertising and clear language that is easy to understand;
  • Opt-out or exit a contract without financial penalty if the Service Provider breaches its obligations of the contract;
  • Fair treatment and access for vulnerable persons, including those with a medical condition where the disconnection of electric service would lead to loss of life or immediate hospitalisation, your Service Provider would be required to retain or restore your service for a period of an additional 30 calendar days (*note – a medical certificate is required);
  • Spam-free communications where Service Providers are prohibited from engaging in unsolicited direct marketing by means of electronic communications networks without your consent;
  • Confidentiality and protection of privacy where Service Providers are required, at a minimum, to comply with the applicable requirements set out in the Personal Information Protection Act (PIPA) 2016;
  • Notice of planned outages where Service Providers are required to provide advance notice of planned outages to all affected consumers; and
  • Notice of unplanned outages where Service Providers should provide you with their best estimate on the restoration of services.

Consumers Have the Responsibility to:

  • Enforce their Terms of Service and Conditions of a signed contract (unless otherwise stated);
  • Make changes to a Term Contract when necessary to comply with Bermuda laws, provided that they give consumers reasonable advance notice of the changes;
  • Receive payment for services provided to consumers on or before the published due date;
  • Withhold certain confidential information, particularly in instances where the provider may be communicating with someone other than the account holder (for example, a relative); and
  • Conduct planned outages as long as the provider informs affected consumers in advance, unless the outage is planned to last less than five minutes.