Household contracts and bills

Your provider must continue to ensure the information they give you about their product or service is accurate and not misleading, including details about pricing, changes to your service and the way you are billed.

Before making a decision on which provider to use, do your research to find out what is the best and most suitable deal for you. For example electricity companies offer various deals such as a discount for prompt payment of bills and broadband providers usually let you either pay as you go or pay a monthly rate.

Whenever you sign up with a new provider such as for a mobile plan or a new gas provider you are entering a contract. The Fair Trading Act helps protect you against unfair terms in standard form consumer contracts.

Read more about unfair contract terms.

If you have a problem with your utility provider complain directly to them in the first instance. If you are unable to resolve your problem then you can contact the relevant disputes scheme (such as the Telecommunications Disputes Resolution and the Utilities Disputes) or raise a concern with us online. You can complain to us about:

• inaccurate billing
• any breach of the Consumer Guarantee Act for your product or services
• being misled about your service or product.