Frequently asked questions
Understanding your options
This comprehensive information booklet explains everything you need to know about CUSTOMER CHOICE.
- A guide to CUSTOMER CHOICE (PDF 767 KB)
General
Availability
Gas supply
Gas marketers
- How does a gas marketer operate?
- How does a gas marketer make money on the commodity?
- How do I sign up with a gas marketer?
- Will the gas marketer send me a separate bill?
Contracts
- Do I sign a contract?
- Can I cancel the contract?
- What should I do if I have a concern regarding my contract with a gas marketer?
Terasen Gas vs gas marketers
General
What is CUSTOMER CHOICE?
CUSTOMER CHOICE is a new program in BC that will offer residential customers a choice of natural gas suppliers.
Starting in May 2007, customers can choose whether to continue to receive gas at the Terasen Gas variable rate or to sign with a gas marketer for a long-term, fixed-price contract which will be effective November 1, 2007.
The choice is similar to a homeowner choosing between a variable-rate mortgage or locking in their mortgage at a fixed rate.
Availability
Is CUSTOMER CHOICE available to all residential customers in BC?
No. Due to different rate structures in BC, CUSTOMER CHOICE is only available to customers in the Lower Mainland, Fraser Valley, Interior and the Kootenays.
CUSTOMER CHOICE is not available to customers in Fort Nelson, Vancouver Island, Powell River, Whistler, Revelstoke and the Sunshine Coast because these areas fall under different rate structures.
CUSTOMER CHOICE is not available to customers in Fort Nelson, Vancouver Island, Powell River, Whistler, Revelstoke and the Sunshine Coast because these areas fall under different rate structures.
Gas supply
How does a gas marketer supply natural gas to my home?
The gas marketer secures the natural gas from much the same supply sources Terasen Gas does then makes arrangements for Terasen Gas to supply the gas to your home. There is no interruption to your service if you decide to contract with a gas marketer.
How do I know my gas supply is guaranteed?
There will be no interruption to your gas supply under this program. Gas marketers are legally obligated to meet the daily gas delivery requirements as set out by Terasen Gas. Should a marketer fail to meet its gas-delivery requirements, Terasen Gas will step in as the "supplier of last resort" and fulfill its obligation to ensure customers continue to receive an uninterrupted supply of gas.
Gas marketers
How does a gas marketer operate?
All gas marketers participating in the CUSTOMER CHOICE program must be qualified, approved and licensed by the British Columbia Utilities Commission and must adhere to the BCUC's Code of Conduct for Gas Marketers.
How does a gas marketer make money on the commodity?
Gas marketers are separate businesses, licensed by the BC Utilities Commission. They sell long-term, fixed-rate contracts to residential customers. With a fixed-rate, the price you pay for your natural gas will remain the same for the duration of the contract. It will not fluctuate with the daily changes of energy prices. Marketers include a markup in the price that allows them to earn a profit.
How do I sign up with a gas marketer?
You may contact a marketer by telephone, the Internet or in writing to sign up for service (information on licensed marketers can be found on the BC Utilities Commission website. Gas marketers will be actively looking to recruit customers so a marketer may contact you by one of the above methods.
Will the gas marketer send me a separate bill?
No. Even if you sign a contract to purchase natural gas from a marketer, your billing will still be done by Terasen Gas. Your bill will now separately list Terasen Gas' delivery charges, the midstream charges and the gas marketer's commodity charge. The bill will also list the marketer's name, phone number and the commodity rate agreed to.
You will continue to make your payments to Terasen Gas and will still be able to take advantage of our various payment options including the Equal Payment Plan and the Pre-Authorized Payment Plan.
Contracts
Do I sign a contract?
Yes. In fact there are two documents, provided by the gas marketer, that you, as the customer, need to sign in order to participate in CUSTOMER CHOICE.
- Notice of Appointment of Marketer
- Contract with the marketer
Can I cancel the contract?
If, after signing with a gas marketer, you decide that CUSTOMER CHOICE is not for you, the BCUC has mandated a 10 day cooling-off period during which you can cancel your contract without penalty.
Residential customers: will receive a confirmation letter from Terasen Gas after signing a contract with a gas marketer. This letter serves to confirm to Terasen Gas that you have entered into a supply arrangement with a natural gas marketer. The letter will also give you a date by which you must respond to your gas marketer if you plan to opt-out of the agreement without penalty.
Commercial customers will not receive a confirmation letter, but they will be provided with 10 days by the gas marketer in which to call if they want to cancel their contract.
What should I do if I have a concern regarding my contract with a gas marketer?
Remember, the gas marketer is independent of Terasen Gas. Terasen Gas is not responsible for resolving complaints or disputes that you may have with a gas marketer. If you have a problem, you should attempt to resolve it by directly contacting the gas marketer first.
If you have a dispute with your gas marketer regarding your contract, you may call Terasen Gas or the BCUC, or refer the dispute to the British Columbia Courts. The BCUC will help to investigate complaints related to the business practices of gas marketers as outlined in the Rules for Gas Marketers and in the Code of Conduct for Gas Marketers.
Terasen Gas vs. gas marketers
Why can't Terasen Gas offer the same rates as gas marketers?
Natural gas marketers are free to offer different prices and terms to each customer in gas-supply contracts ranging from one to five years.
Terasen Gas, on the other hand, is fully regulated by the BC Utilities Commission. As a regulated utility, Terasen Gas must offer the same price to all customers in the same rates class.
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