5. Learn when you can cancel your contract or make a complaint

You can always cancel your energy contract with an energy retailer. But you might have to pay a cancellation fee.

You do not have to pay a cancellation fee if:

• you cancel within the cooling off period. This means that you cancel within 10 days of signing a new contract, or within 14 days of renewing or extending a contract
• your contract was not confirmed by the energy retailer within 10 and 45 days after you got a copy of it
• you cancel less than 30 days after your second bill

If you cancel more than 30 days after your second bill, you may have to pay a cancellation fee.

You can read more in Can I cancel my energy contract?

Make a complaint

If you're having a problem with an energy retailer, first try to contact the retailer directly. Most retailers have their own complaints process.

If you cannot fix the problem by talking to the retailer, you can complain to the Ontario Energy Board (OEB).

The OEB makes sure that energy retailers follow the rules and can take action against them if they break them. They might be able to help you if:

• your service has been disconnected
• you are not being billed correctly for services
• you have other problems with your account
• your utility meter is not accurate

You cannot make a complaint to the OEB if you signed a contract with an energy retailer that is not licenced by the OEB.