Review of Customer Service Rules

Case number
EB-2017-0183
Launched
Sector
Electricity
Natural Gas
Status
Active
Details

As part of our commitment to protect Ontario energy consumers and ensure they are well-served by a financially viable sector, the Ontario Energy Board will review its customer service rules for electricity distributors, rate-regulated natural gas distributors and unit sub-meter providers (collectively utilities).

The review will consider how existing customer service rules have been implemented, ensure that they continue to be relevant and serve the needs of consumers, and that they maintain an appropriate balance between customer protection and the ongoing operational needs of utilities.

Consumers, consumer representatives including representatives of low-income consumers, utilities and other interested stakeholders, will be engaged and consulted as part of the customer service rules review.

Updates
Updates
Date Issue / Document
March 14, 2019

As part of Phase 1 of the Customer Service Rules Review, the OEB has issued final amendments to the Distribution System Code (DSC), Standard Supply Service Code (SSSC), Unit Sub-Metering Code (USMC) and Gas Distribution Access Rule (GDAR). The OEB has also issued a final Rate Order to electricity and gas distributors which eliminates or clarifies certain types of charges.

January 31, 2019

The OEB has received the following comments on its Notice of Proposal issued December 18, 2018:

December 18, 2018

As part of Phase 1 of the Customer Service Rules Review, the OEB has issued a Notice of Proposal to Amend Codes and a Rule, and a Notice of Hearing: Review of Non-Payment of Account Service Charges for Electricity and Natural Gas Distributors.

October 25, 2018

The OEB is initiating Phase 2 of the review of customer service rules for electricity distributors, rate-regulated natural gas distributors and unit sub-meter providers.

October 11, 2018

The OEB has received the following comments on the Report of the Ontario Energy Board:

September 6, 2018

The OEB has issued for comment its Report on Phase 1 of its review of the customer service rules for licensed electricity distributors, rate-regulated natural gas distributors and unit sub-meter providers.

February 21, 2018

The OEB has issued a letter inviting a number of consumer and industry stakeholders to meetings that it intends to hold in March.

May 16, 2017

The OEB has issued a  letter launching the review of its Customer Service Rules for electricity distributors, rate-regulated natural gas distributors and unit sub-meter providers.

Cost Award Matters
Cost Award Matters
Date Issue / Document
April 26, 2019

The OEB has issued a Decision and Order on Cost Awards.

March 21, 2019

The OEB has issued a letter on the Cost Awards Process for this initiative.

May 18, 2018

The OEB has issued a Decision and Order on Cost Awards.

April 3, 2018

The OEB has issued a letter on the Cost Awards Process for this initiative.