As an energy consumer, you should be able to expect that energy companies will follow the laws and Ontario Energy Board rules that are there to protect you and ensure you are provided with quality energy services. Our job is to make sure this happens.
So if you have a complaint, and you think that your energy company hasn’t followed the rules, we want to hear from you.
Complaint process
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Contact us
Please have your utility account number and contact information ready for the Public Information Officer who will receive your complaint.
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We will review the information in your complaint
We may request additional information about your complaint.
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We will send information about your complaint to the energy company right away
If you provide your email address, you will receive a response from us within 2 business days that provides a reference number as well as confirmation that your complaint has been sent to the company.
Disconnection complaints:
After your initial inquiry, we will contact you within 1 business day to follow up and get additional details. The company will contact you within 2 business days to discuss your options.All other complaints:
The company will contact you within 10 business days to discuss your complaint and then provide the OEB with a response.If your complaint is resolved, no further action is required and your file will be closed.
If your complaint remains unresolved or if you did not hear from the company, contact us and we will escalate your complaint for further review.
As well, if you have an issue that is outside of our rules and applicable legislation, we still want to make sure the company knows about it and responds to you. We can send a Customer Service Issue to request your energy company contact you to resolve your concerns.
We want to hear from you if you’ve got a complaint about an energy company that we license.