Steps for making a complaint

If you have a question or complaint about an electricity or natural gas utility, an electricity retailer or a natural gas marketer, please let us know. We regulate Ontario’s energy sector and part of our role is ensuring that companies follow all applicable laws, regulations and regulatory requirements that we have authority to enforce.

Ways to contact us:

Business hours: 8:30 am to 5:00 pm

By phone
1-877-632-2727
(toll-free within Ontario)

416-314-2455
(within Greater Toronto Area or from outside Ontario)

By TTY
1-844-621-9977
(toll-free within Ontario)

416-544-5190
(within Greater Toronto Area or from outside Ontario)

Visit our office
2300 Yonge Street, 25th floor Toronto, ON

Anytime 24 hours a day

Fax
416-440-7656

Mail
Ontario Energy Board
2300 Yonge Street, 27th floor
P.O. Box 2319
Toronto, ON M4P 1E4

Complaint process
  1. Contact us

    Please have your account number and contact information ready for the Public Information Officer who will receive your complaint.

  2. We will review the information in your complaint

    We may request additional information about your complaint.

  3. We will send information about your complaint to the company right away

    You will receive a follow-up letter from us within one week confirming the details of your complaint.

    Disconnection complaints:
    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.