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Consumer protection

Energy contracts

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Has an energy retailer ever approached you at your home? Before you enter into an energy contract for your electricity or natural gas, be sure to do your homework. Compare prices, and read and understand what you are agreeing to. This page has important information to help you understand energy...

Scorecard filing for utilities

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The documents below are for electricity utilities and provide the following: Information regarding the background, purpose and implementation of scorecards Specific details on how to provide and file your scorecard data An activities schedule showing the deadlines and milestones you must meet 2023...

Investigations and reviews

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Investigations The Market Surveillance Panel (MSP) is empowered under the Electricity Act, 1998, to conduct investigations into any activity related to the IESO-administered markets or the conduct of a market participant. The framework for these investigations is set out in Articles 5 and 7 of OEB...

Panel reports

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The Market Surveillance Panel (MSP) prepares semi-annual monitoring reports on the IESO-administered markets. Recent reports: Market Surveillance Panel State of the Market Report 2023 (pdf) (released September 5, 2024) Executive Summary (September 2024) Cover Letter from the Market Surveillance...
brochure_01_informed_consumer.pdf
Documents
Posted on
November 29, 2016
brochure_03_electricity_bill.pdf
Documents
Posted on
November 29, 2016
UNDERSTANDING YOUR ELECTRICITY BILL ELECTRICITY Most households and small businesses pay time-of-use electricity prices that appear on the “Electricity” line of the bill. As the regulator, the OEB sets electricity prices twice a year: May 1 and November 1. Prices are based on the estimated cost ...
brochure_04_gas_bill.pdf
Documents
Posted on
November 29, 2016
* * * UNDERSTANDING YOUR NATURAL GAS BILL CUSTOMER CHARGE This is a fixed charge for services to administer your natural gas account, including meter reading, customer services and emergency response services. You will be billed this charge even if you don’t consume any natural gas during a billin...
brochure_05_LEAP_electricity.pdf
Documents
Posted on
November 29, 2016
Consumers with limited financial resources have unique needs. The Ontario Energy Board (OEB) is working with local utilities, social agencies, consumer groups and other energy partners on a number of initiatives to HELP YOU MANAGE YOUR ENERGY COSTS including FINANCIAL ASSISTANCE and SPECIAL CUSTOMER...
brochure_06_LEAP_gas.pdf
Documents
Posted on
November 29, 2016
Ontario Energy Board ONTARIO’S LOW-INCOME ENERGY ASSISTANCE PROGRAM (LEAP) Consumers with limited financial resources have unique needs. The Ontario Energy Board (OEB) is working with local utilities, social agencies, consumer groups and other energy partners on a number of initiatives to HELP YOU...

EB-2016-0004 - Decision

Major Decisions
Date Issued
Sector
Natural Gas

The OEB issued a decision that enables utilities to recover costs of natural gas expansion to rural and remote communities, increasing energy options for residential and commercial consumers.

Understanding Retail Transportation Fuel Pricing in Ontario

Policy Initiatives & Consultations
Launched
Case number
--
Status
Archived
Sector
Other
On November 9, 2016, the Minister of Energy asked the OEB to examine and report back with information on Ontario’s retail market for gasoline and diesel fuels
Allison Duff

Allison Duff

Pages
Posted on
October 31, 2016
Commissioner
Allison Duff was appointed as a full-time Commissioner in October 2020 and previously served in this capacity from 2013 to 2018. An experienced adjudicator, Ms. Duff was an independent consultant with extensive regulatory and internal controls experience and has professional certificates in...
Emad Elsayed

Emad Elsayed

Pages
Posted on
October 31, 2016
Commissioner
Emad Elsayed was appointed as a part-time Commissioner in June 2012. Dr. Elsayed has over 40 years of experience in the energy sector including several senior executive roles with Ontario Power Generation (OPG), Ontario’s largest electricity generator. These roles included managing OPG’s...
Utility performance and monitoring

What are electricity utility scorecards?

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Utility scorecards track and show comprehensive performance information for each electricity utility in Ontario, over a range of time and for a specific year. Scorecards are important because they provide information that tells us if utilities are following the rules and if their performance is...
Rates and your bill

Electricity rates

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As part of our mandate, we set the rates that your utility charges for the electricity you use in your home or small business. These rates appear on the Electricity line of your bill. We also set the Delivery rates that cover the cost to deliver electricity to most residential and small business...

Low-income Energy Assistance Program

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If you’re behind on your electricity or natural gas bill and face having your service disconnected, you may qualify for emergency financial help through the Low-income Energy Assistance Program (LEAP). There are also customer service rules available that are specific to low-income households. You...
Consumer protection

We're here to help

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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...

Nearing the end of an energy contract: How renewals and extensions work

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On January 1, 2017, new rules came into effect regarding energy (electricity and/or natural gas) contracts and how energy retailers deal with residential and small business consumers. The rules include banning contracting with consumers at home. The information on this page applies to contracts that...

Electricity utility performance dashboard

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How well is your utility operating? Check our dashboard to find out! You’ll find at-a-glance stats about your utility in several key areas, including: How often your utility arrived on time for service appointments How often your power service was disrupted, and how long it took your utility to...

Electricity distributor scorecards

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Utility scorecards track and show comprehensive performance information for each electricity distributor in Ontario, over a range of time and for a specific year. Utility scorecards show data for 20 specific measures within the following four key areas of performance: Customer focus Operational...

Understanding your electricity bill

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We want you to understand the charges on your electricity bill. The more you know about electricity rates, the easier it will be to make informed decisions about your energy usage or whether an electricity contract with an energy retailer is right for you. Your electricity bill Your electricity...

FAQs

Looking for the Advanced Regulatory Document Search (RDS)?

Use it to find case-related documents: Regulatory Document Search (RDS)

Want to know the next holiday where off-peak/lowest prices are in effect all day?

View the Time-of-Use and Ultra-Low Overnight holiday schedule.

Have a complaint about an energy company?

We want to hear from you. Learn more here.

Need help paying your bill?

We have programs that can help. See if you qualify.