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Below, you'll find links to frequently asked questions and contacts, as well as more information about our customer concern escalation and resolution process.
Get fast answers to your most frequently asked questions here.
Our Customer Care Representatives will be happy to connect with you and help.
While we aim to resolve your concerns the first time you contact us, we recognize that sometimes it may take a different level of care to best assist you.
Your first contact should be to a Customer Care representative. Our team is trained to assist you with any concern you may have. You can connect with us at 1-888-664-9376.
Our Supervisors are available to assist you, should you feel your issue hasn’t been resolved. Most of the time you'll be able to speak with a supervisor right away, but if our call centre is especially busy when you call and a supervisor isn't immediately available, they'll contact you within one business day to help resolve your concern.
If you’ve spoken to a Supervisor or Manager, and are not completely satisfied with the solution provided for your complaint, the Supervisor will offer to escalate your feedback/complaint to our Customer Relations office at CustomerRelations@HydroOne.com.
10-day commitment: For all complaints or issues that are escalated to either a supervisor or Customer Relations, we'll either resolve your issue, or commit to a firm resolution date, within 10 days of when we first become aware of your complaint.
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 us.
We aim to resolve your concerns the first time you contact us. Your first contact should be to a Customer Service agent or Business Customer Centre agent at the numbers listed below. Our team is trained to assist you with any concern you may have. Reach out to our call centre and speak with one of our agents today:
1-888-664-9376
CustomerCommunications@HydroOne.com
1-877-447-4412
Business.Customer.Centre@HydroOne.com
If you feel your issue hasn't been adequately resolved, you can speak to one of our supervisors. Most of the time you'll be able to speak to a supervisor right away, but if our call centre is especially busy when you call and a supervisor isn't immediately available, they'll contact you within one business day to help resolve your concern.
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's specially trained to resolve 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'll either resolve your issue, or commit to a firm resolution date, within 10 days of when we first become aware of your complaint.
If you've gone through our complaint process and you aren't 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 us.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
If you've followed the steps above and still feel we haven't successfully resolved your issue, you've 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 Ontario Energy Board’s Customer Relations at 1-877-632-2727 (toll-free across Canada) or 416-314-2455 (within Greater Toronto Area or from outside Canada).
