Got a Shockingly High Light Bill? PUC Says File a Complaint

News 5 has been tracking the growing anger over electricity bills that have nearly doubled for some customers in recent summer months.

Belize Electricity Limited (BEL) says the spike is simply down to higher usage and is asking customers to cut back on consumption. But a lot of people aren’t buying that explanation, especially those who say nothing about their daily routines having changed.

The Public Utilities Commission (PUC) is reminding the public of its complaint process. On Thursday, the PUC put out a notice telling consumers to keep a close eye on their electricity meters and compare those readings against what shows up on their monthly bills.

“If you notice sudden increases, consumption that appears inconsistent with your household’s activities, or a significant difference between your meter readings and the information on your bill,” the Commission says you should take action.

The first step is to contact BEL’s Customer Care Department and seek clarification. If the explanation provided does not resolve the concern, consumers can then escalate the matter to the PUC’s Communications and Consumer Affairs Office. 

The Commission outlined a two-stage complaint process.

Under an “informal complaint”, consumers provide details of the issue along with supporting documents such as bills or receipts. The Commission then reviews the complaint and contacts the utility provider in an attempt to resolve the matter.

If that still doesn’t work, consumers can move to a “formal complaint” process. At that point, both sides go through mediation within a 30-day period. And if even that fails, the matter can be taken before the full Commission.

Complaints can cover a range of issues, including billing errors, metering problems, service disconnections or interruptions, installation issues, damages, safety concerns, and other utility-related practices.

To file a complaint, email the PUC at info@puc.bz or call 501.223.4938.