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.
On this page
Consumer contact and complaint statistics
Consumer complaints regarding electricity utilities and unit sub-meter providers
Top 5 consumer complaints in 2023 regarding electricity utilities (by number of complaints)
| Complaint | Description | Number of complaints |
|---|---|---|
| 1. Disconnections / Reconnections | Improper procedure followed, inadequate notice | 182 |
| 2. Billing | Errors, rates, equal billing | 98 |
| 3. Customer Service | Utility failed to resolve the complaint, failed to contact customer | 32 |
| 4. Load Connections | Cost of connecting, refusal to connect or continue to connect | 13 |
| 5. Operations | Unplanned outages and emergency conditions, quality of supply (power surges) | 13 |
Note: These numbers are not an indication of whether or not electricity utilities were following the rules and regulations.
Top 5 consumer complaints in 2023 regarding unit sub-meter providers (by number of complaints)
| Complaint | Description | Number of complaints |
|---|---|---|
| 1. Billing | Errors, rates, equal billing | 84 |
| 2. Disconnections | Improper procedure followed, inadequate notice | 73 |
| 3. Customer Service | Utility failed to resolve the complaint, failed to contact the customer | 9 |
| 4. Meters | Data collection, installation, customer access to meter information | 7 |
| 5. Customer Accounts | Opening, closing and transferring accounts | 6 |
Note: These numbers are not an indication of whether or not unit sub-meter providers were following the rules and regulations.
Consumer complaints regarding natural gas utilities
Top 5 consumer complaints in 2023 regarding natural gas utilities (by number of complaints)
| Complaint | Description | Number of complaints |
|---|---|---|
| 1. Billing | Errors, rates, equal billing | 261 |
| 2. Disconnections / Reconnections | Data collection, installation, customer access to meter information | 82 |
| 3. Meters | Improper procedure followed, inadequate notice | 44 |
| 4. Customer Service | Utility failed to resolve the complaint, failed to contact the customer | 32 |
| 5. Facilities | Safety, land owner expropriation, construction activities, compensation | 8 |
Note: These numbers are not an indication of whether or not natural gas utilities were following the rules and regulations.
General consumer enquiries
Top 5 consumer enquiries in 2023 not related to specific regulated companies (by number of enquiries)
| Enquiry | Description | Number of enquiries |
|---|---|---|
| 1. Low-income assistance programs | Ontario Electricity Support Program (OESP) and Low-income Energy Assistance Program (LEAP) | 1,449 |
| 2. Targeted scam | Claiming to be OEB, claiming affliliation with a government program | 666 |
| 3. Electricity rates | Regulated price plan, electricity rates | 392 |
| 4. OEB's role and decisions | Mandate, hearing process, website, disagree with a decision, comments on an application | 272 |
| 5. Market participant enquiries | Enquiries from licensees and consultants | 70 |
Top 5 consumer enquiries in 2023 regarding non-OEB regulated entities companies (by number of enquiries)
| Enquiry | Description | Number of enquiries |
|---|---|---|
| 1. Water, propane, oil and gasoline | Water - Local municipality Propane and oil contracts - Ministry of Public and Business Service Delivery Gasoline - the Competition Bureau (a federal agency) | 123 |
| 2. Water heater rental and sales | Ministry of Public and Business Service Delivery | 104 |
| 3. Furnace / HVAC | Ministry of Public and Business Service Delivery | 74 |
| 4. Home protection / insurance plans | Home protection – Ministry of Public and Business Service Delivery Insurance – Financial Services Regulatory Authority of Ontario | 20 |
| 5. Energy audits | Audits by home services provider - Ministry of Public and Business Service Delivery Audits concerning incentives and qualifying for same - Save On Energy, part of the IESO | 11 |
Make a complaint
We want to hear from you if you’ve got a complaint about an energy company that we license.