4. Learn what happens after you make a complaint to the OEB

When you make a complaint to the OEB, they will send you a written confirmation of your complaint within 2 business days. The confirmation will include your reference number and a short description of the next steps.

If the OEB can help you, they will tell the energy retailer about your complaint right away. Your energy retailer must contact you within 10 business days of the date that you made your complaint to the OEB. Your energy retailer must discuss your complaint with you and try to fix the issue. Then your energy retailer must report back to the OEB about how they've responded to your complaint.

If the OEB cannot help you, they will still tell your energy retailer about your complaint. And the OEB will ask the retailer to contact you to fix the issue.

For disconnection complaints

If you complain to the OEB that your services have been disconnected, the OEB will contact you within 1 business day to get more details. Your energy retailer has to contact you within 2 business days to discuss your options.

Further review

If your energy retailer fixes the problem, then the OEB will close your file.

If your energy retailer does not fix the issue or if the OEB thinks that your energy retailer has broken the rules, they will investigate your complaint.

If the OEB finds that your energy retailer has broken the rules, they might:

make the energy retailer pay a fine
make the energy retailer follow the rules
take away or the energy retailer's licence to sell electricity or gas