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Canada · Energy

Energy complaints in Canada

Billing errors, meter disputes, missed appointments and disconnection threats. Find your supplier's complaint route and the regulator that can make it act.

Providers
3
Regulators
6
Guides
2
Country rule

The CCTS is free and independent; provincial boards handle energy and water.

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3 Energy providers

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HO Hydro One Electricity transmission and distribution in Ontario BC BC Hydro Electricity for British Columbia EG Enbridge Gas Natural gas distribution in Ontario and Quebec

Escalation

Who to escalate to

Only escalate after giving the provider a chance to fix the issue and keeping a record of dates, reference numbers and evidence.

OEB Ontario Energy Board Electricity & gas The Ontario Energy Board regulates electricity and natural gas in Ontario. It sets rates for regulated utilities, licenses retail… Complaint route BCUC British Columbia Utilities Commission Electricity & gas The British Columbia Utilities Commission regulates energy utilities in British Columbia, including BC Hydro and FortisBC, and re… Complaint route AUC Alberta Utilities Commission Electricity & gas The Alberta Utilities Commission regulates electric, natural gas and water utilities in Alberta. It approves rates, licenses faci… Complaint route UCA Utilities Consumer Advocate Electricity & gas The Utilities Consumer Advocate is Alberta's free consumer service for electricity and natural gas issues. It is not a regul… Complaint route OO Ombudsman Ontario Cross-sector regulator Ombudsman Ontario is an independent office that reviews complaints about Ontario government services and public sector bodies. It… Complaint route BCO BC Ombudsperson Cross-sector regulator The BC Ombudsperson is an independent office that reviews complaints about British Columbia public bodies. It covers provincial g… Complaint route

Common questions

Energy complaints in Canada

Who regulates my electricity or gas utility in Canada?

It depends on the province. Ontario uses the OEB, British Columbia the BCUC, and Alberta the AUC. Municipal utilities may be governed locally. Your bill or the utility's website names the regulator.

Can I switch providers while a complaint is open?

In many cases yes, but keep the complaint open with the old provider and confirm the final bill in writing. A switch does not automatically resolve disputed charges.

Who handles a dispute with an Alberta energy retailer?

Start with the retailer. If it does not resolve the issue, the Utilities Consumer Advocate can explain your options and help with mediation. The Alberta Utilities Commission handles regulated utility tariffs and service, not most retail contract disputes.

Playbooks

Guides worth reading first

All guides