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Representing Consumers' Interests
As a consumer, it’s your responsibility to be informed about your choices within the electricity and natural gas sectors. There are, however, many safeguards in place to protect you from unfair practices, and information is available to help you make better-informed decisions.
A key role of the OEB is to inform and protect the interests of energy consumers. We do so in several ways:
- Publishing consumer information
To help the public better understand energy matters and make informed energy decisions, the OEB provides a range of information – through our Web site (we have a dedicated For Consumers section) and print materials – about electricity and natural gas in Ontario.
- Maintaining a Consumer Relations Centre and complaint resolution process
The OEB has a dedicated Consumer Relations Centre (toll-free 1-877-632-2727 or 416-314-2455) to address the energy-related questions and concerns of Ontarians. We’ve also established a complaint resolution process for consumers who are experiencing a problem with their energy supplier.
- Ensuring firms meet their customer service obligations
Our compliance program (compliance monitoring and enforcement) is the cornerstone of the OEB’s role to protect consumers’ interests and a fundamental responsibility we take very seriously. For example, the OEB has developed codes of conduct that natural gas marketers and electricity retailers must follow as a condition of their licence. These codes help protect consumers from improper marketing practices, among other things. We also review and approve licenses for all participants in the electricity sector, as well as natural gas marketers. The OEB can cancel or suspend a license or take other appropriate action in the event that a regulated firm isn’t complying with the codes of conduct of other regulatory obligations.
- Setting just and reasonable rates
The OEB strives to make sure the rates you pay for the transmission and distribution (shown on the “delivery” line of your bill) of natural gas and electricity are just and reasonable, while ensuring a viable and efficient energy sector.
- Holding public processes
The OEB undertakes a public process to review and approve company licences, applications for rate changes, the construction of transmission lines and more. This public process provides an opportunity for individuals or groups with concerns to express their “voice” and ensures the Board is well-informed before decisions are made.