Reach Out to 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:
Business Customer Centre
Speak with one of our supervisors
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.
Escalate your concern 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'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.
Direct your concern to the Hydro One Ombudsman
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
Email Address: Ombudsman@HydroOne.com
Ontario Energy Board
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).