Toronto: The Ontario Energy Board released a Consumer Charter May 16 that clarifies the rights of Ontario’s energy consumers.
“Knowledge is power and the key to consumer protection. The Charter is one of the ways that we are providing consumers with the knowledge they need to protect their rights,” says Rosemarie Leclair, OEB Chair and CEO. “When a consumer feels that these rights are not being protected, they can and should call the OEB.”
The Charter, which can be found at www.oeb.ca/charter, is the first of its kind in Canada. It clearly explains the six rights consumers currently have under existing OEB rules and regulations, including the right to:
• Safe and reliable service;
• Accurate and timely bills;
• Fair security deposit policies;
• Fair disconnection and reconnection practices;
• Fair, reasonable and timely complaint resolution processes; and
• Personal privacy.
The Charter was developed with the advice and input of Ontario energy consumers, obtained through a Consumer Panel established by the OEB in 2015. Consultation sessions were held in four key regions of the Province and included a demographic mix of Ontarians – both residential and small business.
Following the development of the Charter, the OEB is moving forward with a review of existing customer service rules for electricity and natural gas utilities, which include rules on disconnections, security deposits and other rights.
“We’re not stopping with the Consumer Charter. We’re going to continue to improve and review the rules and help protect and empower consumers,” says Brian Hewson, Vice President, Consumer Protection and Industry Performance. “We want to look at these rules to ensure that they continue to be relevant and continue to serve the needs of consumers.”
The review will consider how customer service rules have been implemented by distributors and whether they maintain an appropriate balance between customer protection and the ongoing operational needs of utilities.
The OEB will consult with consumers, including representatives of low-income consumers, electricity and natural gas distributors and other interested stakeholders as part of its review.
“Protecting Ontario’s energy consumers – especially low-income consumers – is at the heart of all that the OEB does every day,” Leclair says. “We are engaging energy consumers on issues that matter to them such as rate increases proposed by their utilities, the development of the Consumer Charter and the review of customer service rules.”
Further details regarding the OEB’s process for the review would be released soon, the OEB said.
For more information about the OEB’s consumer protection mandate, visit www.oeb.ca/consumer-protection.