If you have a concern or issue you can make a complaint about an energy retailer (also known as electricity retailer or natural gas marketer), or your electricity or natural gas utility. When you speak, it’s our job to listen.
The following are charts showing the complaints that customers have filed with us.
On this page
Consumer contact and complaint statistics
Consumer complaints regarding electricity utilities and unit sub-meter providers
Top 5 consumer complaints in 2024 regarding electricity utilities (by number of complaints)
| Complaint | Description | Number of complaints |
|---|---|---|
| 1. Billing | Errors, rates, equal billing | 97 |
| 2. Disconnections / Reconnections | Improper procedure followed, inadequate notice | 87 |
| 3. Customer Service | Utility failed to resolve the complaint, failed to contact customer | 19 |
| 4. Operations | Unplanned outages and emergency conditions, quality of supply | 19 |
| 5. Customer Accounts | Opening, closing and transferring accounts | 17 |
Note: These numbers are not an indication of whether or not electricity utilities were following the rules and regulations.
Top 5 consumer complaints in 2024 regarding unit sub-meter providers (by number of complaints)
| Complaint | Description | Number of complaints |
|---|---|---|
| 1. Billing | Errors, rates, equal billing | 142 |
| 2. Disconnections | Improper procedure followed, inadequate notice | 31 |
| 3. Customer Service | Utility failed to resolve the complaint, failed to contact the customer | 7 |
| 4. Meters | Data collection, installation, customer access to meter information | 6 |
| 5. Customer Accounts | Opening, closing and transferring accounts | 4 |
Note: These numbers are not an indication of whether or not unit sub-meter providers were following the rules and regulations.
Consumer complaints regarding natural gas utilities
Top 5 consumer complaints in 2024 regarding natural gas utilities (by number of complaints)
| Complaint | Description | Number of complaints |
|---|---|---|
| 1. Disconnections | Improper procedure followed, inadequate notice | 108 |
| 2. Billing | Errors, rates, equal billing | 81 |
| 3. Customer Service | Utility failed to resolve the complaint, failed to contact the customer | 20 |
| 4. Meters | Data collection, installation, customer access to meter information | 19 |
| 5. Customer Accounts | Opening, closing and transferring accounts | 9 |
Note: These numbers are not an indication of whether or not natural gas utilities were following the rules and regulations.
General consumer enquiries
Top 5 consumer enquiries in 2024 not related to specific regulated companies (by number of enquiries)
| Enquiry | Description | Number of enquiries |
|---|---|---|
| 1. Low-income Assistance Programs | Ontario Electricity Support Program (OESP) and Low-income Energy Assistance Program (LEAP) | 1,120 |
| 2. Targeted Scam | Claiming to be OEB, claiming affliliation with a government program | 625 |
| 3.OEB's Role and Decisions | Mandate, hearing process, website, disagree with a decision, comments on an application | 243 |
| 4. Electricity Rates | Regulated price plan, electricity rates | 212 |
| 5. Net Metering | Requesting information on net metering | 80 |
Top 5 consumer enquiries in 2024 regarding non-OEB regulated entities companies (by number of enquiries)
| Enquiry | Description | Number of enquiries |
|---|---|---|
| 1. Water heater rental and sales | Ministry of Public and Business Service Delivery and Procurement | 159 |
| 2. Furnace / HVAC | Ministry of Public and Business Service Delivery and Procurement | 134 |
| 3. Water, propane, oil and gasoline | Water, sewage - Local municipality Propane and oil contracts - Ministry of Public and Business Service Delivery and Procurement Gasoline - the Competition Bureau (a federal agency) | 123 |
| 4. Third Party Billing | 41 | |
| 5. Home protection / insurance plans | Home protection – Ministry of Public and Business Service Delivery and Procurement Insurance – Financial Services Regulatory Authority of Ontario | 22 |
Make a complaint
We want to hear from you if you’ve got a complaint about an energy company that we license.