4. Confirm your contract

After you sign the contract, the energy retailer may have a staff member call you to make sure that you want to continue with the energy contract. This is called “confirming the contract”.

The energy retailer does not have to call you to confirm the contract if:

• you contacted the energy retailer first for a contract,
• you signed up for a contract because of an advertisement you were sent in the mail, or
• you signed the contract online.

If the energy retailer does have to call you, then they have to follow rules about how to confirm the contract. They must:

• contact you by phone 10 to 45 days after you get a written copy of the contract, and
• speak to you using a script from the Ontario Energy Board (OEB).

The script makes sure that the energy retailer tells you all the information that's required by the OEB. Since the calls are recorded, if you make a complaint later, the OEB can check the recording to see if the retailer followed the script. If you ask for a copy of the recording, the retailer must send it to you within 10 days.

If you say you would like to confirm the contract, it means the contract will continue. If you say you would not like to confirm the contract, the contract will be cancelled. The energy retailer is not allowed to charge you a cancellation fee or interrupt your services.

If the retailer does not follow the rules to confirm the contract, the contract will no longer be valid.