Review of Electricity and Natural Gas Distributors’ Residential Customer Billing Practices and Performance

Case number
EB-2014-0198
Launched
Sector
Electricity
Natural Gas
Status
Archived
Details

The Board is increasingly focused on ensuring customers are well served by their distributors and receive appropriate value for the price they pay. To this end, the Board pursued a number of initiatives to improve the customer’s bill and make it more effective in helping households and small businesses manage their energy costs.

Timely and accurate billing by electricity and natural gas distributors is essential to customer satisfaction. As such, the Board wants to ensure that billing practices by all distributors in Ontario meet those customer needs and expectations as well as their preferences for more frequent updates on their energy use.

The Board’s goal is to give more customers a better understanding of their energy consumption so that they can better manage that consumption and control their costs.

The Board considered policies related to billing practices for all regulated natural gas and electricity distributors to help meet these objectives. The Board also developed a measure for billing accuracy that would is included on each electricity distributor’s performance scorecard, as established by the Board.

Updates

Date Issue / Document
April 15, 2015

The Board has issued a Final Notice to amend certain sections of the Distribution System Code in relation to billing frequency, the use of estimated billing, and billing accuracy.

February 23, 2015

The Board has received the following comments on its Notice of Proposal.

February 5, 2015

The Board has issued a Notice of Proposal to amend certain sections of the Distribution System Code in relation to billing frequency, the use of estimated billing, and billing accuracy.

October 14, 2014

The Board has posted comments on its Draft Report of the Board on Electricity and Natural Gas Distributors’ Residential Customer Billing Practices and Performance:

September 18, 2014

The Board has issued the Draft Report of the Board on Electricity and Natural Gas Distributors’ Residential Customer Billing Practices and Performance (EB-2014-0198). In the draft Report, the Board has posed a number of questions and invites interested parties to provide comments.

June 27, 2014

The Board has issued a letter and survey regarding a policy review of electricity and natural gas distributors’ residential customer billing practices and performance.

Cost Award Matters

Date Issue / Document
July 7, 2015

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

May 8, 2015

The OEB has issued a Notice of Hearing for Cost Awards.

April 21, 2015

The OEB has posted a late request for cost eligibility.

October 6, 2014

The OEB has issued its Decision on Cost Eligibility in relation to this initiative.

September 29, 2014

The OEB has posted requests for cost eligibility received in relation to participation in this initiative.