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Consumer Enquiries and Issues
The Ontario Energy Board (the OEB) receives calls from members of the public through its Consumer Relations Centre. The majority of consumer contacts are questions about the electricity or natural gas sectors, enquiries on options for energy supply or queries about energy rates and bills.
Of the 32,316 calls received by the Consumer Relations Centre in 2007, 5,076 were complaints, which are logged into a database and may be further reviewed. Consumers are encouraged to try and resolve any issues with their energy supplier first. Information about those complaints is presented in the tables below.
Of the Issues logged by the OEB:
- 10% were answered immediately by the OEB’s Consumer Relations Centre and no further action was required by the OEB.
- 40% noted a consumer's dissatisfaction with an Issue over which the OEB has no authority or where the actions of the regulated entity were consistent with applicable legal and regulatory requirements.
- 50% led to involvement by OEB staff to review. In some cases, an appropriate resolution was proposed.
Consumer Issues Raised - January to June 2008
|
|
Q1 |
Q2 |
Q3 |
Q4 |
Total |
|---|---|---|---|---|---|
| General Enquiries | 3 | 2 | 5 | ||
| Retailer / Marketer – Contracts | 958 | 895 | 1,853 | ||
| Retailer / Marketer – Agent Conduct | 510 | 693 | 1,203 | ||
| Retailer / Marketer – Customer Service Issues | 66 | 61 | 127 | ||
| Utility – Other | 123 | 136 | 259 | ||
| Utility – Facility Issues | 1 | 2 | 3 | ||
| Total | 1,661 | 1,789 | 3,450 |
Consumer Issues Raised - January to December 2007
|
|
Q1 |
Q2 |
Q3 |
Q4 |
Total |
|---|---|---|---|---|---|
| General Enquiries | 4 | 7 | 3 | 1 | 15 |
| Retailer / Marketer – Contracts | 620 | 894 | 692 | 480 | 2,686 |
| Retailer / Marketer – Agent Conduct | 449 | 380 | 340 | 277 | 1,446 |
| Retailer / Marketer – Customer Service Issues | 56 | 161 | 87 | 39 | 343 |
| Utility – Other | 103 | 162 | 180 | 125 | 570 |
| Utility – Facility Issues | 1 | 4 | 6 | 5 | 16 |
| Total | 1,233 | 1,608 | 1,308 | 927 | 5,076 |
Consumer Issues Raised - January to December 2006
|
|
Q1 |
Q2 |
Q3 |
Q4 |
Total |
|---|---|---|---|---|---|
| General Enquiries | 6 | 8 | 10 | 4 | 28 |
| Retailer / Marketer – Contracts | 194 | 155 | 178 | 340 | 867 |
| Retailer / Marketer – Agent Conduct | 211 | 229 | 239 | 343 | 1,022 |
| Miscellaneous | 13 | 4 | 5 | 15 | 37 |
| Retailer / Marketer – Customer Service Issues | 7 | 3 | 3 | 11 | 24 |
| Utility – Other | 181 | 140 | 132 | 119 | 572 |
| Utility – Facility Issues | 5 | 5 | 6 | 1 | 17 |
| Total | 617 | 544 | 573 | 833 | 2,567 |
Consumer Issues Raised - January to December 2005
|
|
Q1 |
Q2 |
Q3 |
Q4 |
Total |
|---|---|---|---|---|---|
| General Enquiries | 20 | 35 | 6 | 16 | 77 |
| Retailer / Marketer – Contracts | 121 | 145 | 108 | 152 | 526 |
| Retailer / Marketer – Agent Conduct | 84 | 112 | 117 | 223 | 536 |
| Miscellaneous | 1 | 12 | 7 | 5 | 25 |
| Retailer / Marketer – Customer Service Issues | 14 | 12 | 1 | 10 | 37 |
| Utility – Other | 172 | 259 | 163 | 165 | 759 |
| Utility – Facility Issues | 5 | 7 | 4 | 2 | 18 |
| Total | 417 | 582 | 406 | 573 | 1,978 |
These materials are provided for information purposes and are provided "as is" without representation or warranty of any kind including, without limitation, accuracy, completeness or fitness for any particular purpose. The Ontario Energy Board (OEB) assumes no responsibility or liability to you or any third party in relation to these materials. The OEB may revise these materials at any time in its sole discretion without notice to you.