As part of our commitment to protect Ontario energy consumers and ensure they are well-served by a financially viable sector, the OEB conducted a review of its customer service rules for electricity distributors, rate-regulated natural gas distributors and unit sub-meter providers (collectively utilities).
The review considered how the existing customer service rules had been implemented, ensured that they continued to be relevant and serve the needs of consumers, and that they maintained 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, were engaged and consulted as part of the customer service rules review.
On September 6, 2018, the OEB issued 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.
On March 14, 2019, the OEB issued final amendments related to Phase 1 of its review of the customer service rules to the Distribution System Code (DSC), Standard Supply Service Code (SSSC), Unit Sub-Metering Code (USMC) and Gas Distribution Access Rule (GDAR). The amendments came into force on the following dates: March 14, 2019; July 1, 2019; and March 1, 2020.