As part of its regulatory obligations Consumer Affairs and Rent Control is responsible for interacting with and assisting the general public with a number of different types of formal submissions.

Such formal submissions include:

Informal Inquiries: Appreciating that there will be instances where consumers, tenants, landlords and debt collection agencies may seek further clarity on a matter they may be facing, the general public is welcome to contact Consumer Affairs (i.e. telephone, e-mail, social media) in order to informally request the assistance and guidance of the Consumer Affairs staff.

Formal Complaints: In conjunction with its regulatory and supervisory responsibilities, Consumer Affairs assists with the handling of formal consumer complaints against:

Commercial enterprises participating in “unfair business practices” and/or “unconscionable consumer representations”
Landlords of Rent Controlled properties (i.e. properties with an Annual Rental Value of$22,800.00 or less);
Debt collection agencies participating in “unfair debt collection practices”.

Rent Increase Requests: Consumer Affairs is tasked with the administrative responsibility of assessing the merits of and approving Rent Increase Requests from landlords of Rent Controlled properties (i.e. properties with an Annual Rental Value of $22,800.00 or less).

‍Rent Confirmation Requests: Consumer Affairs is tasked with the administrative responsibility of responding to Rent Confirmation requests (i.e. the current registered rent) from the landlords and/or tenants of Rent Controlled properties (i.e. properties with an Annual Rental Value of$22,800.00 or less) real estate agencies and law firms.‍

User Feedback: As part of its ongoing effort to strive towards achieving customer service excellence, Consumer Affairs welcomes the general public to provide user feedback regarding the quality of service provided by Consumer Affairs.

The purpose of this page is to afford users with guidance on how to effectively submit a formal complaint, rent increase request or rent confirmation request. (please see below for contact information)

Mailing Address:

D. Rego Building, 3rd Floor,

75 Reid Street, Hamilton, HM 12

Consumer Affairs Telephone: (441) 297-7627

‍Rental Unit Telephone: (441) 297-7700

Fax: (441) 295-6892‍

Email: consumers@gov.bm

Appreciating the legal framework governing the regulatory obligations of Consumer Affairs, Consumer Affairs has the legal authority to investigate complaints against providers of consumer goods and services that are utilizing “unfair trade practices” and/or “unconscionable consumer representations”.

Additionally, Consumer Affairs has the legal authority to investigate complaints against landlords of rent controlled properties falling under the Rent Increases (Domestic Premises) Control Act 1978 and debt collection agencies operating in accordance with the Debt Collection Act 2018.

However, it is important to note that the legal remit of Consumer Affairs is restricted to a number of industries. Presently the Consumer Protection Act 1999 restricts Consumer Affairs from investigating complaints related to:

(i)Water;

(ii)Food

(iii)Controlled Drugs as defined under the Misuse of Drugs Act 1972;

(iv)Tobacco or tobacco products;

(v)Pharmaceutical Or medicinal products available without prescription.

Furthermore, the definition of a “good” under the Consumer Protection Act 1999 excludes “choses in action”, money and securities as defined in the Investment Business Act 1998.

Consequently, if you wish to submit a complaint against a financial service provider (i.e. a bank, insurance company, trust management company, etc.), Consumer Affairs Advises that you submit a complaint with the Bermuda Monetary Authority.

Although Consumer Affairs is not explicitly restricted from the handling complaints against electronic communications or electricity service providers (i.e. BELCO, OneComm, Digicel, etc.), Consumer Affairs advises that you submit a complaint with the Regulatory Authority of Bermuda.

When submitting a complaint with Consumer Affairs please ensure that you follow and complete the below steps. All complaints are treated confidentially, professionally and fairly.

Step 1: Contact the Person and Attempt to Resolve the Complaint

Before submitting a complaint to Consumer Affairs, Consumer Affairs requests that individuals first take all reasonable steps to resolve the complaint directly with the person being complained of (i.e. the provider of a consumer good, landlord, etc.).
If a complaint cannot be resolved directly between you and the person being complained of in a reasonable and timely manner (i.e. typically within 30 days), then you may escalate the complaint to Consumer Affairs.
In order to effectively submit a formal complaint with Consumer Affairs you will be required to provide evidence indicating that you have made genuine attempts to resolve the matter (i.e. e-mails, WhatsApp messages, text message, formal letters). To ensure the effective and efficient use of government resources, Consumer Affairs will not handle a complaint if such evidence is not included with a complaint, whether the complaint is submitted in person or through the Consumer Affairs website.

Step 2: Submit a Complaint to Consumer Affairs

If following the submission of a formal complaint the person complained of fails to resolve your issue (i.e. the commercial enterprise participating in “unfair trade practices” refuses to resolve your issue), it is recommended that you then submit a formal complaint with Consumer Affairs.

In order to submit a complaint to Consumer Affairs you must either physically visit the office of Consumer Affairs or complete the electronic form below. With respect to either approach any person seeking to submit a formal complaint to Consumer Affairs must include all supporting documents that is related to and will support the complaint.

When submitting the complaint Consumer Affairs advises that your complaint include the following information:

A brief description of the issue complained of and what resolution you expect from the person complained of.
Your name and relevant contact details.
All relevant documentation to support the merits of the complaint (e.g. contracts, invoices, bills, photo evidence, tenancy agreement, written communication and formal complaint submitted to the person complained of, etc.).
Where possible include the names, dates and times of all interactions with the person complained of (e.g. customer representatives spoken with and when)

Step 3: After the Submission of a Complaint

If it is discovered that the person who submitted the complaint has not made genuine attempts to resolve the complaint with the person complained of (i.e. lack of evidence indicating that you have contacted and communicated with the person complained of to resolve the issue), Consumer Affairs will: (i) refer the matter back to the person that submitted the complaint; and (ii) request that they make genuine attempts to resolve the matter before advancing any further.

If it is discovered that the complaint falls outside of the legal authority of Consumer Affairs (i.e. complaint against a financial service provider, water delivery truck, electricity provider or electronic communications provider, etc.), Consumer Affairs will attempt to provide guidance and refer the complaint to the appropriate regulatory authority.

If Consumer Affairs is of the view that the complaint received falls within the scope of authority of Consumer Affairs, and genuine attempts have been made to resolve the complaint, Consumer Affairs will determine the merits of the complaint based on the evidence provided, and an Enforcement Officer will conduct a preliminary inquiry with the person complained of.

If following communications with the person complained of Consumer Affairs is of the view that the complaint lacks merit (i.e. not a valid complaint), Consumer Affairs will contact the person that submitted the complaint and communicate that further investigations will not be pursued.

If Consumer Affairs is of the view that the complaint falls within its scope of authority of Consumer Affairs, that genuine attempts to resolve the matter have been made, and the complaint is valid, Consumer Affairs will conduct a fully comprehensive investigation of the complaint and attempt mediation between the parties involved. More often than not complaints that reach this stage are often resolved without the need for enforcement proceedings.

If the complaint is not resolved following a fully comprehensive investigation, and attempts at mediation between both parties are unsuccessful, Consumer Affairs will refer the complaint to the Department of Public Prosecutions for further action. As part of its referral process Consumer Affairs will provide the Department of Public Prosecutions with a complaint report outlining the events that have transpired to-date, evidence considered and proposed recommendations.

Upon receipt of a referral, the Department of Public Prosecutions will consider the merits of commencing legal proceedings against the person complained of and whether the imposition of criminal penalties are considered necessary and proportionate with respect to the harm caused to the person that submitted the complaint to Consumer Affairs.

Submit a Consumer Complaint

Full Name:Preferred Contact Number:
Email Address:Name of Entity Subject to Complaint: Nature of Complaint:Details of the Complaint:Attachments:

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Attachments are required and must include all correspondence with the service provider complained of and any supporting evidence.

User Consent for Consumer Affairs To Proceed

By submitting a consumer complaint through the Consumer Affairs website, I give consent to Consumer Affairs to:

Contact the service provider involved in this complaint, and provide detailed information which may include my personal contact details;
Request copies of any additional documentation related to this complaint from the complainant and/or the service provider;
Use facts contained in my complaint when contacting the service provider regarding the complaint.
Consumer Affairs has my consent to use facts contained in my dispute as an example of where things may be improved, and Consumer Affairs agrees to respect my privacy and keep my personal information strictly confidential except as authorised above.
I have read and understood the outlined process by which Consumer Affairs handles complaints and the extent to which Consumer Affairs can assist.

Terms of Service

I hereby certify and confirm that the information provided is a true and accurate account of the facts regarding the rent increase request and has been completed in accordance with in the rent increase request process outlined above.

Thank you! Your submission has been received!

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Rent Increase Request

Full Name:Preferred Contact Number:
Email Address:Address of Rent Controlled Property:Attachments:

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Please attach the appropriate Rent Increase Form (RC-2, RC-7, RC-8). Rent increase applications submitted without a completed Rent Increase Form will not be administered and your application will be considered incomplete.
‍
Proof of ownership of a rent controlled property and/or proof of occupation of a rent controlled property must be included as part of any Rent Increase Request (i.e. copy of legal deeds reflecting legal title/ownership of rent controlled property, copy of signed tenancy agreement between tenant and landlord, copies of bank statements reflecting monthly rent payments, copies of landlord produced invoices reflecting rent payment via cash).

Your Permission For Rent Control To Proceed

By submitting a Rent Increase Request through the Consumer Affairs website, I give consent to Rent Control to:

Contact the applicant involved in this rent increase application, and request the applicant to provide detailed information which may include personal contact details;
Request copies of any additional documentation related to this rent increase application from the applicant;
Use facts contained in the rent increase application when contacting the applicant provider regarding the rent increase application;
Use facts contained in my rent increase application as an example of where things may be improved, and Rent Control agrees to respect my privacy and keep my personal information strictly confidential except as authorised above; and
Undertake the administrative processes necessary for Rent Control to administer the received rent increase application and the extent to which Rent Control can assist.

Terms of Service

Thank you! Your submission has been received!

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Rent Confirmation Request

Full Name:Preferred Contact Number:
Email Address:Address of Rent Control Property: Type of Requestor: Attachments:

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Max file size 10MB.

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Proof of ownership of a rent controlled property, or proof of occupation of a rent controlled property must be included as part of any Rent Confirmation Request (i.e. copy of legal deeds reflecting legal title/ownership of rent controlled property, copy of signed tenancy agreement between tenant and landlord, copies of bank statements reflecting monthly rent payments, copies of landlord produced invoices reflecting rent payment via cash).

Your Permission For Rent Control To Proceed

By submitting a consumer complaint through the Consumer Affairs website, I give consent to Rent Control to:

Contact the applicant involved in this rent confirmation request and request the applicant to provide detailed information which may include personal contact details;
Request copies of any additional documentation related to this rent confirmation request from the applicant;
Use facts contained in the rent confirmation request when contacting the applicant regarding the rent confirmation request;
Use facts contained in the rent confirmation request as an example of where things may be improved, and Rent Control agrees to respect my privacy and keep my personal information strictly confidential except as authorised above; and
Undertake the administrative processes necessary for Rent Control to administer the received rent confirmation request and the extent to which Rent Control can assist.

Terms of Service

Thank you! Your submission has been received!

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User Feedback Form

The Department of Consumers supports the Government of Bermuda’s priority of improving the quality of civil services provided to the citizens of Bermuda. Please use this form to provide Consumer Affairs with suggestions, compliments or complaints. All feedback provided is important to Consumer Affairs as it provides guidance as to how Consumer Affairs may improve upon the services it provides.

Full Name:Preferred Contact Number:
Email Address:Type of feedback:Consumer Affairs service provided:Nature of feedback:Name of Consumer Affairs Staff:Please write the details of your feedback below:How did you hear about us?

Thank you! Your submission has been received!

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The purpose of this page is to inform users of the Consumer Affairs website of the Consumer Affairs formal policy regarding the collection, use, and disclosure of personal data when visitors use the Consumer Affairs website.

Consumer Affairs will use any personal data submitted through the Consumer Affairs website for the purpose for which it was provided (i.e. to pursue an investigation into a consumer complaint), to provide insight into commercial activities and industry trend analysis and improve the enforcement and educational activities of Consumer Affairs.

By using the Consumer Affairs website to submit personal information, as a user you agree to the collection and use of any information provided in accordance with this Privacy Policy.

Information Collection and Use

Consumer Affairs utilizes its website to collect various types of information in order to better support and regulate consumers, commercial enterprises, landlords and debt collection agencies.

Personal Data

While using the Consumer Affairs website, we may ask you to provide us with specific personal information that maybe used to contact or identify you (“Personal Data”).

Such Personal Information may include, but is not limited to the following:

Email address
First Name and Last name
Contact Number (i.e. residential, work, mobile)
Nature of Complaint (i.e. complaint against a provider of a consumer good or service, complaint against a landlord/tenant, complaint against a debt collection agency)

Nature of Complaint

In order to assess your circumstances and determine how Consumer Affairs may be able to best be able to assist, Consumer Affairs may request information regarding your relationship with a consumer good or service provider, your landlord or the debt collection business assigned to collect debt on behalf of your creditor. Consumer Affairs appreciates that such information may be highly sensitive and places an emphasis on ensuring data security and personal privacy.

Use of Data

Consumer Affairs uses the Personal Information collected for various purposes:

To comprehensively analyze complaints submitted through the Consumer Affairs website
To conduct industry analysis in order to identify market trends and develop educational material that may be used to improve the Consumer Affairs website
To monitor the usage of the Consumer Affairs website(i.e. pages accessed, educational material downloaded, etc.)
To detect, prevent and address technical issues

Data Security

Any Personal Information provided to Consumer Affairs, through the Consumer Affairs website, may be transferred to and maintained on computers and data services located outside of Bermuda where the data protection laws may differ than those in Bermuda (i.e. Personal Information Protection Act 2016, Public Access to Information Act 2010).

Your consent to this Privacy Policy, as evidenced through your submission of your Personal Information, represents your agreement to the Consumer Affairs Website Privacy Policy.

Consumer Affairs will take all steps reasonably necessary to ensure that your Personal Information is secured in accordance with this Privacy Policy. Consumer Affairs will not transfer your Personal Information to an organization or a country unless there are adequate privacy and security controls in place.

Disclosure of Data

Consumer Affairs may disclose your Personal Information in the event that such disclosure is necessary to:

To comply with a legal obligation imposed on Consumer Affairs;
To protect and defend the rights or property of Consumer Affairs;
To comply with the regulatory functions and obligations of Consumer Affairs;
To protect the personal safety of users of the Consumer Affairs website; and/or
To protect Consumer Affairs against legal liability.

Security of Data

Consumer Affairs will adopt all reasonable security protocols necessary to ensure the protection of Personal Information submitted through the Consumer Affairs website. However, Consumer Affairs is unable to guarantee the absolute security of Personal Information submitted.

Service Providers

Consumer Affairs employs third party companies and individuals to facilitate the administration and maintenance of the Consumer Affairs website and to conduct analysis of website utilization.

These third parties have access to your Personal Information exclusively for the purpose of conducting such actions, on our behalf, and are legally obligated not to disclose or use any Personal Information for any purpose other than which is specified above.

Links to Other Sites

The Consumer Affairs Website contains links to other external websites sites that are not owned or managed by Consumer Affairs. Consumer Affairs advises that you review the privacy policy of every external website you visit.

Consumer Affairs has no control over the content of external websites and assumes no responsibility for the content, privacy policies or practices of any third party sites or services.

Changes to this Privacy Policy

Consumer Affairs may update its Privacy Policy periodically and post any updated Privacy Policy on this page as needed.

Consumer Affairs advises that review of this Privacy Policy will occur periodically and that any changes to the Consumer Affairs Privacy Policy will become immediately effective once the updated Privacy Policy is posted on the Consumer Affairs Website.

If you have any questions about the Consumer Affairs Privacy Policy, please Contact Us.

Reasons to contact consumer affairs

Submit a Consumer Complaint

User Consent for Consumer Affairs To Proceed

Terms of Service

Rent Increase Request

Your Permission For Rent Control To Proceed

Terms of Service

Rent Confirmation Request

Your Permission For Rent Control To Proceed

Terms of Service

User Feedback Form