Customer Care Info Clear routes through the phone tree.
HO

Canada Energy

Hydro One customer service and complaints

Electricity transmission and distribution in Ontario

Provisional entry Checked 2 Nov 2026 Hydro One Networks Inc.
1-888-664-9376 Support site

Hydro One transmits and distributes electricity across Ontario. The customer line handles accounts, outages and billing; unresolved complaints can go to the Ontario Energy Board and the Ontario Ombudsman.

Step one

Ways to contact Hydro One

Customer service Primary

1-888-664-9376

24/7

Accounts, billing and service.

Call

Outage line

1-800-434-1235

24/7

Report outages and downed lines.

Call

Formal complaint form

Open complaint form

Use this after contacting support if the issue is not resolved.

Open

Check for an outage before you call: service status page.

Step two

How to complain about Hydro One

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Open a complaint with Hydro One

    Straight away

    Contact Hydro One and ask for a formal complaint. Give the account number, dates and the remedy you want. Record the reference and the agent's name.

    Use the phone or online complaint form on this page.

    Ask for a hold on collections while the complaint is investigated.

  2. 2

    Stage 2

    Put the dispute in writing

    Allow 10–14 days

    Send a written summary with meter readings, bills and the outcome you want. Keep a copy and ask for a response within a set period.

    Email or use the provider's complaint form.

    Photograph the meter on the day you send the letter.

  3. 3

    Stage 3

    Escalate to the provincial regulator

    After the provider's first response

    File a consumer complaint with your provincial energy board or the Utilities Consumer Advocate. The utility may be required to respond.

    Use the regulator's online complaint process and upload your evidence.

    Ask whether disconnection is paused while the complaint is open.

  4. 4

    Stage 4

    Contact the provincial ombudsman

    After the regulator's response

    If the regulator cannot resolve the issue, the provincial ombudsman may review how the utility or public body handled it.

    Check your province's ombudsman eligibility rules.

    The ombudsman reviews process and fairness, not just the amount on the bill.

Step three

Formal complaint letter template

Formal complaint letter template (Canada energy). Copy it, fill in the bracketed fields and keep a dated copy.

Template
[Your name]
[Your address]
[Your email]
[Your phone]

[Date]

Hydro One
Customer Complaints Team

Account number: [account number]
Service address: [service address]

Dear Complaints Team,

I am writing to make a formal complaint about my electricity / gas account.

What happened

[Explain the billing, meter, outage, collection or service issue and give dates. Include meter readings and amounts in dispute.]

What I want

[State the remedy you want: corrected bill, refund, payment plan, restoration of service or compensation.]

Please respond in writing by [date]. If the issue is not resolved, I intend to file a complaint with [provincial regulator] and, if necessary, the provincial ombudsman.

Sincerely,

[Your name]

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

OEB Ontario Energy Board Ontario — energy The Ontario Energy Board regulates electricity and natural gas in Ontario. It sets rates for regulated utilities, licenses retailers and gas marketer… Make a complaint Details
BCUC British Columbia Utilities Commission British Columbia — energy The British Columbia Utilities Commission regulates energy utilities in British Columbia, including BC Hydro and FortisBC, and reviews the rates and… Make a complaint Details
AUC Alberta Utilities Commission Alberta — energy and water The Alberta Utilities Commission regulates electric, natural gas and water utilities in Alberta. It approves rates, licenses facilities and reviews c… Make a complaint Details
UCA Utilities Consumer Advocate Alberta — energy The Utilities Consumer Advocate is Alberta's free consumer service for electricity and natural gas issues. It is not a regulator and does not se… Make a complaint Details

Questions

Hydro One FAQ

How do I dispute a Hydro One bill?

Call 1-888-664-9376 and ask for a billing review. Keep meter readings and the bill in question. If it is not resolved, file a complaint with the Ontario Energy Board.

What should I do about a power outage?

Report it on 1-800-434-1235 or through the outage map. Stay away from downed lines and call 911 if there is an immediate danger.

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.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 2 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

Keep going

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1-888-664-9376 Steps Letter