2. Talk to your energy retailer

If you're having a problem with your energy retailer, you should first try to tell the retailer about it directly. Most retailers have their own complaints process. You can usually find the complaints process on the retailer's website. Some retailers may tell you to call them or send them a letter by mail or email. Other retailers may tell you to complete a complaint form on their website.

If you call the retailer, you should take notes during the call. Write down:

• the date and time of the call
• the name and role of the person you spoke with
• what you said to the person
• what they said to you

If you write to the retailer, you should:

• describe the problem
• explain what you want the company to do
• tell them how to contact you
• give them deadline to respond

Be sure to keep a copy of your written complaint for yourself.

If you cannot fix the problem by talking to your energy retailer, you could make a complaint to the Ontario Energy Board.