1. Learn what rules energy retailers must follow
Question and answer
What can I do if I have a problem with my energy retailer?The Ontario Energy Board (OEB) regulates Ontario's electricity and natural gas sectors. This means that the OEB makes sure that energy retailers and local distribution companies follow the rules. These rules help to protect people who agree to energy contracts.
The OEB only regulates energy retailers that are licenced. If the retailer is not licenced by the OEB, you cannot make a complaint about them to the OEB. To find out if the energy retailer you want to make a complaint about is licenced, you can check on the OEB's website.
The OEB makes rules about what energy retailers must do when they:
- start a new contract with a customer
- extend or renew a customer's contract
- end a customer's services
The OEB also makes rules about how much energy retailers can charge in cancellation fees and other fees.
If an energy retailer breaks the rules, the OEB can take action against them. Learn more about your rights when you sign an energy contract.