Information for new Hydro One complainants

Information for new Hydro One complainants

June 5, 2015

5 June, 2015

As of June 4, 2015, the Ombudsman no longer has oversight of Hydro One. This oversight was removed in the passage of the Building Ontario Up Act (Budget Measures) 2015. If you have a new complaint about Hydro One, please refer to these options.

On March 14, 2016 the new Ombudsman for Hydro One started taking complaints.

If you have a complaint about Hydro One, contact the Office of the Hydro One Ombudsman here, or by phone or email:

Toll-free telephone: 1-844-608-8756
TTY: 416-345-5839
Email: Ombudsman@HydroOne.com
Fax: 416-345-6129

 

As of June 4, 2015, the Ombudsman no longer has oversight of Hydro One. This oversight was removed in the passage of the Building Ontario Up Act (Budget Measures) 2015.

The Ombudsman’s Office notified Hydro One that it will continue to investigate more than 550 outstanding complaints it received prior to the passing of the budget bill. The legislation provides that the Ombudsman can continue investigative work on previously received complaints for six more months.


If you have a new complaint about Hydro One, please refer to the options below.

Hydro One Networks

For billing or customer service concerns about Hydro One, contact Hydro One’s customer service line at 1-888-664-9376 (Monday to Friday 7:30 a.m. to 8:00 p.m.).  If your concerns have not been resolved after discussion with an agent, you can escalate your concerns by requesting to speak with a supervisor.  If your concerns remain unresolved, you can request further escalation of your concerns to Hydro One’s Customer Relations Centre. As a last resort, you can contact the Office of the Hydro One Ombudsman.

 

Hydro One Brampton

For billing or service concerns about Hydro One Brampton, contact Hydro One Brampton’s Customer Care line at 905-840-6300, extension 7300 or Collections extension 7200 (Monday to Friday from 8:30 a.m. to 4:30 p.m.). If your concerns have not been resolved after discussion with an agent, you can request your concern be escalated to a Senior Customer Care Representative, who will speak to you immediately or contact you within two business days. (More information here.) If your complaint remains unresolved, you can contact the Customer Care Manager or the Director of Customer Care. If you still feel that your complaint has not been resolved, you can contact the Ontario Energy Board (details below).

 

Ontario Energy Board

The Ontario Energy Board regulates the province's electricity and natural gas sectors in the public interest. This includes approving and setting delivery rates for electricity distribution and transmission, as well as setting electricity prices. Information about how to file a complaint with the Ontario Energy Board can be found at the Ontario Energy Board’s website at: http://www.ontarioenergyboard.ca/oeb/Consumers/Contact%20Consumer%20Relations  or by calling the Ontario Energy Board’s Customer Relations at 1-877-632-2727 (toll-free within Ontario) or 416-314-2455 (within Greater Toronto Area or from outside Canada).  

 

Smart meters

Measurement Canada is responsible for ensuring that businesses and consumers receive fair and accurate measure in financial transactions involving goods and services.  If you believe your meter may not be functioning correctly, contact Measurement Canada directly. Information about how to file a complaint with Measurement Canada can be found on Measurement Canada’s website at https://www.ic.gc.ca/eic/site/mc-mc.nsf/eng/h_lm00007.html.  You can also contact Measurement Canada by phone at 1-877-325-3996.