Ministry of Energy (Hydro One)
An elderly couple living on disability pensions complained to the Ombudsman about the ordeal they went through in trying to pay their Hydro One bills. When no bills arrived between July and September 2013, they called Hydro One to find out what they owed. They were told they were not sent a bill because Hydro One’s records showed their home had been repossessed.
06/23/2014
 
Ministry of Energy (Hydro One)
Two weeks before Christmas, a woman was distressed to learn that Hydro One had taken $8,390 from her bank account. She had authorized automatic payments to the utility through her account, but was astonished by the unexpectedly large bill
06/23/2014
 
A man who rebuilt his family cottage into his retirement dream house received no bills from Hydro One for 31 months – then was stunned to receive a bill for $12,115.72.
06/23/2014
 
Ministry of Energy (Hydro One)
After Hydro One launched its new billing system in spring 2013, a Canada Post manager in a small community noticed that its bills no longer included rural mailbox site and compartment, and therefore could not be delivered to customers. As the number of undeliverable bills mounted, the manager tried several times to bring the problem to Hydro One’s attention, without success.
06/23/2014
 
Ministry of Energy (Hydro One)
Although she had received no bills from Hydro One for nine months, the owner of a rental property continued to make payments on what she estimated to be her tenants’ power usage. Despite this, Hydro One officials showed up at the property four times, claiming the account was in arrears and threatening to disconnect the electricity.
06/23/2014
 
Hydro One
Investigation into the transparency of Hydro One billing practices and the timeliness and effectiveness of its process for responding to customer concerns
02/04/2014
 
Ministry of Natural Resources
A Métis woman who holds a commercial fishing licence complained to the Ombudsman that she had been fighting with the Ministry of Natural Resources for six years to have her annual fishing royalty fees of $4,000 waived.
07/16/2013
 
Ministry of Energy (Hydro One)
A woman complained to the Ombudsman that Hydro One had charged her commercial rates on a residential property. She had owned the property since August 2009, but the discrepancy only came to light when a tenant in a building on the property set up his own Hydro account in June 2012.
07/16/2013
 
Ministry of Energy (Hydro One)
A woman whose monthly hydro bill on her agricultural property was normally about $34 complained to the Ombudsman when it shot up to $500. She suspected Hydro One had charged her commercial rates on her barn, where she kept five horses for her grandchildren.
06/14/2012
 
Ministry of Energy (Hydro One)
A man complained to the Ombudsman that Hydro One had overbilled him for electricity on his farm for 15 years. The utility had installed two meters on his property – one for his residence and the other for the other buildings – but they were incorrectly installed and as a result, he was billed twice for the power used in his home.
06/14/2012
 
Ministry of Energy (Hydro One)
In March 2010, the wife of a Canadian soldier serving in Afghanistan moved to a new home with her daughter and father. Their first two Hydro One bills were small, manageable amounts. But their third bill was $1,500.
06/17/2011
 
Ministry of Energy
When a Hydro One representative called to discuss upgrades on her “commercial” property, a woman learned that it had been mistakenly charging her commercial rates for her residential electricity. She advised Hydro One of the error and it agreed to send an agent to visit her property. Hydro One also informed her she had been overcharged $500 because of the mistake.
06/17/2011
 
Ministry of Energy and Infrastructure (Hydro One)
A homeowner was surprised to receive a survey in the mail from Hydro One that was directed at commercial business owners.
12/12/2010
 
Ministry of Energy and Infrastructure (Hydro One)
A woman who was looking after her 81-year-old bedridden mother at home saw her Hydro One bill rise to $600 a month because her mother required the constant use of oxygen and ventilation machines.
12/12/2010
 
Ministry of Energy and Infrastructure (Hydro One)
A woman called Hydro One to set up an account as she and her husband moved into a new apartment. Unbeknownst to the couple, Hydro One had set up an account in the wife’s name at the wrong apartment – and had been billing her for the neighbour’s electricity since 2006.
12/12/2010
 
Ministry of Energy (Hydro One)
A recipient of Ontario Disability Support Program benefits had accumulated an outstanding Hydro bill of $1,947. When she came to the Ombudsman for help at the end of October 2006, she had been a given deadline of mid-November to pay the bill plus all arrears, which she was unable to do, given her limited income.
12/12/2007
 
Ministry of Natural Resources
Two members of a Métis family had been writing to the Ministry of Natural Resources for more than six years, requesting an exemption from and a reimbursement of the payment of commercial fishing royalties, based on their aboriginal status. They hoped the money refunded could help support their elderly mother, but complained their requests had been denied while other Métis had received similar reimbursements.
12/12/2007
 

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