OEB Consumer Complaint Response Process

Case number
EB-2016-0179, EB-2018-0335
Launched
Sector
Electricity
Natural Gas
Status
Archived
Details

The OEB commenced an initiative to introduce requirements that Regulated Entities must follow when responding to a consumer complaint that has been received by the OEB and forwarded to the Regulated Entity for response.

On October 29, 2019, the OEB issued a final Notice of Amendments to Codes of Conduct to introduce formal requirements for a Consumer Complaints Response Process for Energy Retailers. These amendments came into force on February 1, 2020.

Updates
Updates
Date Issue / Document
October 29, 2019

The OEB has issued a Notice of Amendments to Codes of Conduct to introduce formal requirements for a Consumer Complaints Response Process for Energy Retailers. 
October 28, 2019

The OEB has received the following comments on its Notice of Proposal issued August 1, 2019. 
August 1, 2019

The OEB has issued a Notice of Proposal to amend Codes of Conduct to introduce formal requirements for a Consumer Complaints Response Process for Energy Retailers. 
August 26, 2016

The OEB has received the following submissions on the proposed Amendments:
July 22, 2016

The OEB has issued a Notice of Proposal to amend various Rules and Codes to introduce formal requirements for a Consumer Complaint Response Process for Regulated Entities.