The Complaints Process

Before you file your complaint

Before lodging a complaint with the Utilities Regulation & Competition Authority (URCA), we recommend that you speak with a customer service representative of your service provider, outlining your complaint. If you do not receive a satisfactory response, you whould write to your service provider outlining the complaint and give at laast 14 days for a reponse. Should you not receive a response, or receive a respnse that is not satisfactory, you may lodge a complaint directly with URCA

Filing your Complaint

Remember when filing a complaint with us:

Try to be clear and concise. Give all of the facts. Provide the following information to assist us in responding to you in a timely manner:

  • Your name, address, and telephone number
  • Service Provider Details
  • Account number, Account holder name
  • Explanation of the facts and the specific resolution you are seeking
  • The name of the person you spoke with when filing the complaint with the service provider
  • Any documentation to support your complaint, such as a copy of the bill, relevant receipts, cancelled cheques, letters, and notices
  • Keep copies of all documents relating to the complaint. If your complaint is filed in person or by telephone, remember to get the name of the person with whom you spoke.

Ways to File A Complaint With URCA?

  • Visit or mail URCA:
    Utilities Regulation and Competition Authority
    Agape House
    4th Terrace East, Collins Avenue
    P. O. Box N4860
    Nassau, The Bahamas
  • Consumer Help Line: 242-322-7157
  • Toll-Free (Family Island complaints): 242-300-0233
  • Telephone: 242-322-4437
  • Facsimile: 242-323-7288
  • e-mail: info@urcabahamas.bs
  • Download our complaints form here, and return completed to URCA
  • Via our online system

    • What Happens After Your Complaint is Filed With URCA?

    • The complaint is assigned to a Consumer Affairs Officer (CAO) for evaluation.
    • The CAO will contact your service provider.
    • The service provider will have an opportunity to investigate and respond to URCA.
    • URCA will inform you of the results via the online support system or other appropriate mechanism.

    Your Privacy

    All information you provide to URCA for the resolution of this case, with the exception of credit card or financial details, may be distributed and viewed by one or more URCA employees.

    Your information will not be distributed to or used by any other parties outside of URCA

    Continue to the Online Customer Support System.