Consumer Charter

Understanding your rights and responsibilities about energy services will help you make informed choices and know where to go for help. A big part of our ongoing consumer protection role is to make sure you understand those rights and responsibilities. We’ve developed a Consumer Charter to do just that.

We worked with consumers, stakeholders and industry members from across Ontario, including our 100-member Consumer Panel, who provided excellent guidance about what a charter should do and say. While it's based on rules and codes that are in place today, it is a living document that will evolve over time.

Have your say

Please take a few minutes to read the Consumer Charter and then complete our short survey. Have we captured your expectations of what should be included in a consumer charter? What purpose do you see it serving? Have we missed anything? Do you have any suggestions?  

•    Read the Consumer Charter (pdf)
•    Take our short survey