3. Make a complaint to the Ontario Energy Board
Question and answer
What can I do if I have a problem with my energy retailer?If you cannot fix the problem by talking to your energy retailer, you could make a complaint to the Ontario Energy Board (OEB).
The OEB makes sure that licenced energy retailers and local distribution companies follow the rules. If they break the rules, the OEB can take action against them.
If the retailer is not licenced by the OEB, you cannot make a complaint about them to the OEB. You can check on the OEB's website if the energy retailer you want to make a complaint about is licenced.
Types of complaints the OEB deals with
The OEB can help with these types of complaints:
- your service has been disconnected
- you're not being billed correctly for services
- your utility meter is not accurate
- your energy retailer did not follow the rules when you signed, extended, or renewed a contract with them
You cannot make a complaint to the OEB about these products or services:
- furnace
- thermostats
- HVAC
- sewage
- water
The OEB's website has a full list of issues that you cannot make a complaint to them about.
If you're not sure that the OEB can help with your complaint, you can call and ask them at 1-877-632-2727. They are available Monday to Friday from 8:30 am to 5:00 pm.
How to make a complaint
The fastest way to make a complaint to the OEB is to call them at 1-877-632-2727. They are available Monday to Friday from 8:30 am to 5:00 pm.
Or you can write your complaint and send it to the OEB by:
- email: publicinformation@oeb.ca
- fax: 416-440-7656
- mail:
Ontario Energy Board
2300 Yonge Street, 27th floor
P.O. Box 2319
Toronto, ON
M4P 1E4
You can also make your complaint using the chat tool on the bottom right of the OEB's webpage.
When you make your complaint, you should tell the OEB:
- your contact information
- your utility account number, if you have one
- the details of your communication with your energy retailer
- a detailed description of what happened and when things happened