Consumer complaints about energy companies

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.

 
 
 

Top 5 consumer complaints in 2015 regarding electricity utilities (by number of complaints)

Complaint Description Number of complaints
1. Disconnections Improper procedure followed, inadequate notice 364
2. Billing Errors, rates, equal billing 324
3. Customer Accounts Opening, closing accounts, security deposits, arrears payment agreements 88
4. Meters Data collection, accuracy of the meter 61
5. Customer Service Utility failed to resolve the complaint, failed to contact customer 53
 

Note: These numbers are not an indication of whether or not electricity utilities were following the rules and regulations.

Top 5 consumer complaints in 2015 regarding unit sub-meter providers (by number of complaints)

Complaint Description Number of complaints
1. Billing Errors, rates, timeliness of bill 53
2. Disconnections Improper procedure followed, inadequate notice 18
3. Customer accounts Opening, closing accounts, security deposits, arrears payment agreements 9
4. Meters Data collection 6
5. Customer service Service quality 2
 

Note: These numbers are not an indication of whether or not unit sub-meter providers were following the rules and regulations.

Top 5 consumer complaints in 2015 regarding natural gas utilities (by number of complaints)

Complaint Description Number of complaints
1. Disconnections Improper procedure followed, inadequate notice 119
2. Billing Errors, rates, equal billing 70
3. Customer accounts Opening, closing accounts, security deposits, arrears payment agreements 28
4. Customer service Utility failed to resolve the complaint, failed to contact customer 24
5. Meters Data collection, accuracy of the meter 15
 

Note: These numbers are not an indication of whether or not natural gas utilities were following the rules and regulations.

Top 5 consumer complaints in 2015 regarding electricity retailers (by number of complaints)

Complaint Description Number of complaints
1. Contracts Cancellations, invalid contracts, refund amounts 242
2. In person sales Salesperson misconduct, misleading information, incomplete documents 191
3. Internet sales Agent present during enrolment 23
4. Renewals Improper procedure followed 18
5. Verification Improper procedure followed 10
 

Note: These numbers are not an indication of whether or not electricity retailers were following the rules and regulations.

Top 5 consumer complaints in 2015 regarding natural gas marketers (by number of complaints)

Complaint Description Number of complaints
1. Contracts Cancellations, invalid contracts, refund amounts 120
2. In person sales Salesperson misconduct, misleading information, incomplete documents 81
3. Renewals Improper procedure followed 23
4. Internet sales Agent present during enrolment 7
5. Verification Improper procedure followed 4
 

Note: These numbers are not an indication of whether or not natural gas marketers were following the rules and regulations.

Top 5 consumer enquiries in 2015 not related to specific regulated companies (by number of enquiries)

Enquiry Description Number of complaints
1. Low-income assistance programs Ontario Electricity Support Program (OESP) and Low Income Energy Assistance Program (LEAP) 1,160
2. OEB's role and decisions Mandate, hearing process, website, disagree with a decision, comments on an application 757
3. Electricity rates Regulated price plan, electricity rates, global adjustment, other charges 688
4. Requesting Info on regulated companies Retailer/marketers, electricity and gas distributors, unit sub-meter providers 495
5. Energy legislation and programs Green Energy Act, Conservation Bureau, Microfit, energy audits, carbon credits/offsets 231
 

Top 5 consumer enquiries in 2015 regarding non-OEB regulated entities companies (by number of enquiries)

Enquiry Description Number of complaints
1. Furnace Ministry of Government and Consumer Services 339
2. Water heater rental and sales Ministry of Government and Consumer Services 175
3. HVAC Ministry of Government and Consumer Services 90
4. Home protection / insurance plans Home protection – Ministry of Government and Consumer Services
Insurance – Financial Services Commission of Ontario
64
5. Water and gasoline Water – Ministry of the Environment and Climate Change
Gasoline – The Competition Bureau – a federal agency
40
 

Electricity retailers

Number of complaints per 1,000 new and renewed low volume contracts

Complaints against electricity retailers in 2015

 
* Did not obtain any new or renewed contracts in 2015, therefore the actual number of complaints received for the year is shown

Complaints against electricity retailers in 2014

 
* Did not obtain any new or renewed contracts in 2014, therefore the actual number of complaints received for the year is shown

Complaints against electricity retailers in 2013

 
* Did not obtain any new or renewed contracts in 2013, therefore the actual number of complaints received for the year is shown
** Had only 1 or 2 new low volume contracts in 2013, the actual number of complaints received for the year is shown

Complaints against electricity retailers in 2012

 

Complaints against electricity retailers in 2011

 
* Did not obtain any new or renewed contracts in 2011, therefore the actual number of complaints received for the year is shown

Natural gas marketers

Number of complaints per 1,000 new and renewed low volume contracts

Complaints against natural gas marketers in 2015

 
* Obtained 2 new low volume contracts in 2015, the actual number of complaints for the year is shown

Complaints against natural gas marketers in 2014

 

Complaints against natural gas marketers in 2013

 
* Did not obtain any new or renewed contracts in 2013, therefore the actual number of complaints received for the year is shown

Complaints against natural gas marketers in 2012

 
* Did not obtain any new or renewed contracts in 2012, therefore the actual number of complaints received for the year is shown

Complaints against natural gas marketers in 2011

 
* Did not obtain any new or renewed contracts in 2011, therefore the actual number of complaints received for the year is shown
Make a complaint

We want to hear from you if you’ve got a complaint about an energy company that we license. You can submit your complaint online, now.