Billing Problems, Complaints and Official Sources
How to complain about a hydro or gas bill in Canada: utility, regulator and mediation by province
Where to complain about an electricity or natural gas bill or retailer in Canada, in what order, and what to include, with the regulator or mediator for each province.
To complain about an electricity or gas bill in Canada, start with the utility or retailer that billed you, in writing, and ask for a reference number. If you are not satisfied with the answer, escalate to the provincial body that handles energy complaints: the Ontario Energy Board in Ontario, the Utilities Consumer Advocate's mediation service in Alberta, the British Columbia Utilities Commission in BC and the Régie de l'énergie in Québec. These bodies can investigate whether the company followed the rules, and in many cases order or negotiate a correction, but they generally expect you to have tried the company first. Keep paying the undisputed part of the bill while the complaint is open, and ask for a payment arrangement if needed, so a disconnection process does not start.
This guide is the hub for our section on problems and help.
The escalation path
- Company complaint. Call, then follow up in writing (email or the online form). State what is wrong, what you want, and attach evidence.
- Internal escalation. Ask for a supervisor or the company's formal complaints process if the first answer is unsatisfactory.
- Regulator or mediator. File with the provincial body, giving your reference number and copies.
- Other routes. Small claims court for money disputes, or a legal clinic for advice, especially for contracts you believe are void.
Who handles what, by province
| Province | First stop | Escalation body | What it covers |
|---|---|---|---|
| Ontario | Your distributor, Enbridge Gas, or your retailer/marketer | Ontario Energy Board (consumer protection / complaints) | Distributor billing and service rules, retailer and marketer conduct, contract rules under the Energy Consumer Protection Act, 2010, sub-meter providers |
| Alberta | Your retailer or distributor | Utilities Consumer Advocate (mediation), Alberta Utilities Commission | UCA mediates disputes with retailers and distributors; AUC sets rules and rates; Market Surveillance Administrator enforces market conduct |
| British Columbia | BC Hydro, FortisBC | British Columbia Utilities Commission | Complaints about regulated utilities' billing and service |
| Québec | Hydro-Québec, Énergir | Régie de l'énergie | Complaints about the application of rates and conditions of service, after the distributor's complaint process; mediation available |
| Manitoba | Manitoba Hydro | Public Utilities Board; Manitoba Ombudsman for some public body matters | Rates and service |
| Saskatchewan | SaskPower, SaskEnergy | The utilities' internal processes; Saskatchewan Ombudsman for Crown corporation matters | Service and billing |
| Atlantic provinces | Your utility | The provincial utility regulator (NB Energy and Utilities Board, NL Board of Commissioners of Public Utilities, PEI IRAC, Nova Scotia Energy Board) | Rates and service rules |
Check each body's site for its current complaint form and contact numbers; the UCA, for example, gives 310-4822 in Alberta and 1-888-644-6608 from outside the province.
What to include in a complaint
- Account number, service address and the bill dates in question.
- A short timeline: when you noticed the problem, whom you contacted, what they said.
- What you want: a corrected bill, a refund, cancellation of a contract, a payment arrangement.
- Evidence: bills, meter photos with dates, contract and disclosure statement, emails, call notes (date, time, name).
- For contract disputes in Ontario: whether you received a text-based copy, whether a verification call happened, and whether the sale took place at your door, which Ontario law prohibits.
Typical complaint types and where they go
| Problem | Start with | Escalate to |
|---|---|---|
| Wrong meter read or estimated bills | Utility | Regulator |
| High bill with no obvious cause | Utility (ask for a meter test) | Regulator; Measurement Canada for meter accuracy disputes |
| Retail contract you did not agree to | Retailer, in writing, citing your cancellation rights | OEB (Ontario), UCA (Alberta) |
| Exit fee you think is too high | Retailer | OEB or UCA |
| Disconnection notice | Utility, immediately, to set up an arrangement | Regulator; low-income programs |
| Security deposit dispute | Utility | Regulator |
Meter accuracy in Canada is a federal matter: Measurement Canada oversees electricity and gas meters and can handle a dispute about whether a meter measures correctly.
Related guides in this section
- Cancelling a retail energy contract
- Why your hydro bill is suddenly high
- Low-income help: OESP, LEAP and provincial programs
- Winter disconnection rules and arrears
- Energy contract mistakes and sales tactics
Tips that make complaints work
- Ask the company to confirm in writing any promise made by phone.
- Do not ignore bills while you dispute them; pay what you do not dispute.
- Know the deadline if you are within a cooling-off or free-cancellation window; act first, complain second.
- If a salesperson misled you, note the date, the company and what was said.
When to get professional help
If a large amount is at stake, you are facing disconnection, or a contract involves equipment financing or a lien on your home, contact a community legal clinic or a lawyer. Some provinces also have consumer protection offices that can advise on contracts.
FAQ
Can the regulator cancel my bill?
Regulators can investigate whether rules were followed and may require corrections or enforce compliance, but they do not simply waive charges you owe.
Is there a national energy ombudsman?
No. Energy complaints are handled provincially.
Can I complain about a retailer's sales call?
Yes. In Ontario the OEB handles retailer and marketer conduct; in Alberta the UCA mediates and the MSA monitors compliance.
How long does a complaint take?
It depends on the case. Ask the body for its typical timeline when you file.
Sources
- Ontario Energy Board — consumer complaints about distributors, retailers and marketers
- Utilities Consumer Advocate — Alberta mediation team
- British Columbia Utilities Commission — complaints about BC utilities
- Régie de l'énergie — complaints and mediation in Québec
- Innovation, Science and Economic Development Canada — Measurement Canada and meter accuracy disputes
