New Ontario Energy Board (OEB) customer service rules that enhance protection for electricity and natural gas consumers took effect this week.

The OEB has had customer service rules in place for electricity utilities since 2011, which cover a wide range of topics such as disconnections, billing and security deposits. Most of those rules also apply to unit sub-meter providers (USMPs), which are companies that provide metering and billing services for some condos and apartments that have their own individual meters.

As a result of an extensive review, the electricity sector rules have been enhanced as of March 1, 2020, and now also apply to rate-regulated gas utilities, reflecting the comments of the majority of consumers who told us they expect the same level of service from both electricity and natural gas companies. The review was informed by feedback from utilities, consumer groups and more than 2,500 residential and small business energy consumers.

United Way of Bruce Grey was a part of the consultation and advocated for many years for these rule changes.

While natural gas companies were voluntarily not disconnecting in the winter, they are now regulated that they cannot. United Way had a couple of cases where winter disconnection was threatened this winter.

The OEB has tightened the rules up around natural gas services so they are now in line with electricity.

Highlights:
No Friday disconnections
Formal winter disconnection ban period
20 days to pay a bill (was 15)
This means the voluntary winter disconnection ban is now mandatory.

“Protecting energy consumers is a cornerstone of the OEB’s mandate. The new customer service rules strengthen consumer protection, while also ensuring that the ongoing operational needs of utilities are met. Hearing directly from energy consumers, consumer groups and utilities has been a great benefit in ensuring that our rules maintain the right balance.” – Brian Hewson, Vice President of Consumer Protection & Industry Performance.

See the changes here https://www.oeb.ca/newsroom/2020/new-ontario-energy-board-customer-service-rules-strengthen-consumer-protection

source: media release, United Way Bruce Grey and OEB