Where am I ?

COMPLAINTS PROCESS



Do you have an unresolved issue or complaint? We’re here to help.

STEP 1: Contact Us


Our aim is to resolve all of your concerns and questions the first time you contact us. Your first contact should be to our Customer Communications Centre or Business Customer Centre at the numbers listed below. Our representatives are trained and knowledgeable so that they can assist you with your inquiries and concerns.

 



STEP 2: Speak to a Supervisor


If you feel that your issue is not adequately resolved, you have the right to speak to a supervisor. Most of the time you'll be able to speak to a Supervisor right away, but if our call centre is especially busy at the time when you call and a supervisor is not immediately available, they will contact you within two business days to work with you to resolve your concern.

 



STEP 3: Escalate to our Customer Relations Centre


If you're still not satisfied after speaking with a supervisor, the supervisor will refer your issue to our Customer Relations Centre, a dedicated team that is specially trained and put in place to handle escalated inquiries and complaints.


10-Day Commitment: For all complaints or issues that are escalated to either a Supervisor or the Customer Relations Centre, we will either resolve your issue, or commit to a firm resolution date, within 10 days of when we first become aware of your complaint.
 



STEP 4: Direct concerns to the Hydro One Ombudsman

 

If you’ve gone through Hydro One’s Complaint Process and you’re not satisfied with the outcome, you can contact Hydro One’s Ombudsman.  The Office of the Ombudsman is an independent advocate for fair process, fair decision-making, and equity in the treatment of every person who seeks/receives service or who does business with Hydro One.

 

You can reach Hydro One’s Ombudsman by phone, email or online:​

 

Toll-Free Telephone: 1-844-608-8756

Toronto Telephone: 416-345-1505

TTY Service: 416-345-5839

 

Fax Number: 416-345-6129

 

Website: www.HydroOneOmbudsman.com  

 

Email Address: Ombudsman@HydroOne.com

 


Contact Information


Customer Communications Centre

1-888-664-9376
CustomerCommunications@HydroOne.com
 

Business Customer Centre

1-877-447-4412
Business.Customer.Centre@HydroOne.com
 

Ontario Energy Board

If you have followed the steps above and still feel we have not successfully resolved your issue, you have the option to contact our regulator, the Ontario Energy Board.

Information about how to file a complaint with the Ontario Energy Board can be found on the Ontario Energy Board's website or by calling the Ontario Energy Board's Customer Relations at:

1-877-632-2727 (toll-free within Ontario) or,
416-314-2455 (within Greater Toronto Area or from outside Canada)

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