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Ontario Energy Board (OEB) issues new customer service rules to strengthen consumer protection

The Ontario Energy Board (OEB) has issued new customer service rules to electricity and natural gas utilities and unit sub-meter providers (USMPs) to enhance protection of consumers throughout the province.

“One of the top priorities at the OEB is protecting consumers,” said Brian Hewson, Vice President of Consumer Protection & Industry Performance.

“These new rules will help ensure that they continue to serve the interests of customers, and that they maintain an appropriate balance between consumer protection and the ongoing operational needs of energy utilities.”

The new rules mark the end of an extensive consultation and were informed by the feedback of more than 2,500 consumers. The OEB has had rules in place for electricity utilities for a number of years. While the OEB does not prescribe customer service rules for natural gas utilities, they are required to have customer service policies covering the same major areas as electricity utilities.

As a result of the review, the OEB is implementing rules for natural gas utilities, aligned with the rules that apply to electricity utilities. All rule changes below will also apply to natural gas utilities. The OEB believes this approach will ensure that both electricity and natural gas customers are treated in a fair and consistent manner. Consumers and consumer groups made it clear that they expect the same level of service from their electricity and natural gas utilities. A number of the rule changes will also apply to USMPs.

Please see the changes to the customer service rules below. If you have any questions regarding the changes, please contact our Customer Service team at 705-431-4321, or in office at 7251 Yonge Street, Innisfil, ON.


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