The Energy Consumer Protection Act, 2010 has been generally effective in improving consumer protection in the retail energy markets, but problems persist, the Ontario Energy Board concludes in a report released June 1.
“Our review clearly shows that consumers are still vulnerable in the retail energy markets,” said Rosemarie Leclair, OEB Chair & CEO, when the report was released. “Tougher rules are needed in key areas to better inform and protect consumers.”
One of those key areas is door-to-door sales, which the OEB recommends be banned for residential consumers. Sales agent conduct at the door is still an important source of complaints made to the OEB and an ongoing subject of the OEB’s compliance activities.
“Consumers have told us they like having the option to choose a retail energy contract, but the message we heard throughout our review is that well-informed decisions just can’t be made at the doorstep,” continued Leclair. “Banning door-to-door sales is the best protection we can provide.”
Other measures being recommended by the OEB would make sure that consumers have easy access to more and better plain language information about energy retailers and energy contracts. A central theme in the OEB’s review is that more needs to be done to give consumers useful tools to help them better understand what they are buying and from whom, and ultimately to make better informed decisions about their energy choices.
The OEB is also recommending that it look at additional measures that could be put in place to improve protection for low-income consumers.