As the independent regulator of the energy sector, the OEB handles complaints and inquiries about the energy companies that we regulate. These include the utilities that provide you with electricity or natural gas, the companies that provide metering and billing services in multi-unit buildings (called unit sub-meter providers) and energy retailers that sell electricity or natural gas under contract.
Energy consumers should expect that the energy companies that serve them follow the rules, and it’s our job to make sure that they do. The rules are there to protect you as an energy consumer and ensure that you receive quality and reliable energy services. They are found in the laws that the OEB can enforce, like the Ontario Energy Board Act, 1998, and the Energy Consumer Protection Act, 2010, and in regulatory requirements that we have set.
If you have a complaint or think your energy company has not followed the rules, we want to hear from you.
If your issue falls outside of the laws and rules that we enforce, we can still send a Customer Service Issue notification to your energy company to ask them to contact you to attempt to resolve your concerns. See what types of issues the OEB can help you with.
Complaint process
Have you contacted your energy company?
As a first step, you should contact your energy company to try and resolve the issue. Many complaints are successfully resolved between the energy company and the customer.
If possible, take note of the following details:
• dates of contact with your energy company
• who you spoke with
• details about your complaint
• copies of all correspondence and billsIf you have NOT contacted your energy company, we can still help, but it might benefit you to give your energy company a call first. They may be able to resolve the matter, provide some guidance or answer your questions.
Contact us
If your complaint remains unresolved or you are not able to reach your provider, please contact the OEB.
Have the following information ready for the public information officer who will receive your inquiry:
• your contact information
• your utility account number (if you have one)
• the details of your call with your energy company
• a timeline of eventsWe may require your consent to share the details of your complaint with your energy company when a complaint is filed.
We will review the information in your complaint
We will take immediate action to review the information about your complaint. We may request additional information such as copies of any correspondence and bills, and to ensure that your complaint is within our jurisdiction.
We will send information about your complaint to the energy company right away
We will send you written confirmation of your complaint within 2 business days that includes your reference number and a brief description of next steps. The energy company will contact you within 10 business days to discuss your complaint and then provide a response to us.
For disconnection complaints:
After we receive your complaint, we will contact you within 1 business day to follow up and get additional details. Your energy company will contact you within 2 business days to discuss your options.Resolution
If your energy company has addressed the concerns outlined in your complaint and no further action is required, we will consider your complaint resolved and your file will be closed.
If, after reviewing your complaint, we believe your energy company did not follow the rules, we will escalate your complaint for further review.
We want to hear from you if you’ve got a complaint about an energy company that we license.