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Steps for Making a Complaint About a Utility, Natural Gas Marketer or Electricity Retailer
If you're having a problem with your utility, natural gas marketer or electricity retailer, such as a concern about your contract or the company's sales representative, here's what to do:
Step 1: Contact your utility, natural gas marketer or electricity retailer
Give your supplier an opportunity to deal with the problem first and give them a reasonable amount of time to investigate and resolve the matter.
Keep a detailed account of the problem you're having, including copies of all correspondence for your records, and think about how you want the problem resolved.
Write down:
- Dates
- Names of people you've spoken to
- Details about the situation or a particular event (such as salesperson's name and ID number, what they said, what documents you were given, etc.)
- Keep track of meter readings and the dates they were taken
Gather together any relevant documents, such as contracts and letters from the company and your utility bills (you may be asked to provide a copy of your contract or to provide account numbers listed on these documents).
Step 2: If the utility, marketer or retailer does not resolve the complaint to your satisfaction
If your supplier fails to resolve your complaint to your satisfaction, contact the OEB Consumer Relations Centre who will be able to advise you further. The Board will provide information on whether the OEB can proceed in the matter.
What the OEB needs from you:
- Your name, service address and telephone number
- Your consent to your information being shared with the utility, marketer or retailer (privacy consent)
- The name of company that your complaint is about
— Note: if your complaint involves a sales representative, you will be asked to indicate, if possible, the name and identification number of the sales representative, or provide a description of the sales representative.
- Your specific complaint
— Try to be “to the point” when describing your complaint. Include any specific dates, times or places that are important to your concern.
— Specify whether the complaint relates to natural gas or electricity, or both. If your complaint relates to a salesperson or utility worker, try to document their identification badge number, their behavior, the information provided to you, and any documents you were presented.
Note: The OEB does not licence natural gas marketers who market or sell only to large volume consumers (over 50,000 m3 per year usage). Large volume users are encouraged to resolve any complaints directly with their supplier, or seek a legal remedy.