Your rights when buying gas and electricity
Consumers are guaranteed an acceptable quality of electricity and gas which includes:
- the supply of electricity or gas must be as safe and reliable as a reasonable consumer would expect it to be
- the quality of gas or electricity supplied must be such that it can be consistently used for things that a reasonable consumer would expect gas or electricity for.
Note: This does not apply to the supply of non-reticulated gas, eg liquefied petroleum gas (LPG) supplied in cylinders.
What factors a reasonable consumer would expect to tolerate within the guarantee of acceptable quality include if:
- the supply is affected by an emergency, or other circumstances, outside the control of the retailer or another person involved in the supply
- safety, maintenance or other technical reasons require it to be interrupted
- location or price affect the reliability and quality of supply
- fluctuations may occur but only if they fall within the permitted tolerances under the gas and electricity safety regulations.
If any of these situations occur although the guarantee has not been breached you can still contact the supplier to query these.