Ontario Energy Board (OEB) Customer Complaint Statistics

Below are complaint statistics filed by low volume customers against alternative electricity retailers and natural gas marketers. The chart has been broken down by category of issue for each marketer and retailer. The complaint statistics does not include data submitted by the Retailer/Marketer.

Note: Complaint data should be considered along with market share, with the largest providers likely to have the most complaints. However, the companies do not disclose market share, though Direct Energy is widely thought to be the one of the largest in Ontario.

Ontario Energy Board (OEB)Source: The Ontario Energy Board (OEB) at www.oeb.gov.on.ca
The issues are classified in the following categories:
OEB complaint legend* Customer Service: call centre, administration, general service
* Contract Management: enrollments, renewals, contract reaffirmation, de-enrollments (contract cancellation)
* Agent Conduct: door-to-door sales, telemarketing
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Ontario Energy Board (OEB)Source: The Ontario Energy Board (OEB) at www.oeb.gov.on.ca

These materials are provided for information purposes and are provided “as is” without representation or warranty of any kind including, without limitation, accuracy, completeness or fitness for any particular purpose. The Ontario Energy Board (OEB) assumes no responsibility or liability to you or any third-party in relation to these materials. The OEB may revise these materials at any time in its sole discretion without notice to you.

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Author: Electricity Companies


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4 thoughts on “Ontario Energy Board (OEB) Customer Complaint Statistics

  1. I signed a 5 year contract with Universal Power on April 03 2006 for electricity. Since I did not receive any notice from Just Energy regarding a potential renewing, I called Just Energy to-day to inform them that I did not want to renew. I was told that my contract would end in 2013. I told them that I have the original contract and I expect the termination date to be as stated in my contract. I was kept waiting on the phone because the rep was coming back three different times to make excuses and finally told me that their investigating department would contact me within seven days. What recourse do I have?

    1. From my calculation – if you started on April 2006, the 5 years contract end on April 2011 – which is next month.

      How on earth they add April 2006 to 2013 = 5 years?

      If Universal Energy told you that you are stuck till 2013 when your contract says you sign on 2006.

      Universal Energy is breaking the law and breaking the energy industry code of conduct because gas and electricity contracts cannot exceed 5 years and at the end of 5 years they need to notify your with a renewal package.

      Call Universal/Just Energy back in 7 days. Tell them you do not want to renew. You should also email them about not wanting to renew your contract – this way you can have more proof of the date and proof you notify the company about not wanting to renew your contract.

      FYI: Current regulated electricity rate in Ontario

      Off-peak Price 5.1 ¢/kWh
      Mid-peak Price 8.1 ¢/kWh
      On-peak Price 9.9 ¢/kWh

      See all the rates here: Ontario Electricity Prices on February 2011.

      Are you paying above 8.0-10.0 ¢/kWh all day for the past 5 years? Meaning, you had been paying too much for electricity. That’s why they want you to stay till 2013.

      Only sign a fixed rate contract for gas and electricity if want a fixed rate to budget for or you want an insurance that the rate is always the same, but do not sign a fixed rate if you want to save money.

      1. i am in the same situation. got swallowed in a contract without knowing it. now they want an exhorbitant sum from me if i cancel

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