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, we want to hear from you.
Please have your utility account number and contact information ready for the Public Information Officer who will receive your complaint.
We will review the information in your complaint
We may request additional information about your complaint.
We will send information about your complaint to the energy company right away
You will receive a follow-up letter from us within one week confirming the details of your complaint.
After our initial inquiry, we will contact you within 24 hours to explain your options. The company will contact you within 48 hours to follow up on your options.
All other complaints:
The company will contact you within 21 days to resolve your complaint and provide a copy of their response to us. We will follow up with you at this stage to let you know you should have received a response from the company.
If you are satisfied with the outcome of your complaint, no further action is required and your file will be closed.
If you are not satisfied with how your complaint was dealt with by the company, contact us and we will escalate your complaint for further review.
We want to hear from you if you’ve got a complaint about an energy company that we license.