Energy [OLD] - Cancellation fee

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  • With any energy contract, you should be given a 10-day “cooling-off” period in which you can cancel if the contract isn’t for you (whatever the reason).
  • You won’t be charged a cancellation fee and your electricity service won’t be interrupted.
  • The 10 days start from the moment you acknowledge receipt (or, if you’ve signed up online, the moment you receive the contract or agreement via email).
  • You’ll get a call asking you to confirm a month or so after receiving your contract (the timeframe can vary). If you confirm, the contract will go ahead as normal.
  • If you don’t, the contract will be made invalid. You won’t have to pay a cancellation fee and your service won’t be interrupted.
  • If you cancel your contract at any point up to 30 days after you receive your second bill under the contract, you’ll have to pay your bills up to that point but won’t have to pay a cancellation fee.
  • After this point, you’ll normally have to pay a cancellation fee (which has to be set out in your contract).
You should know

Ontario Energy Board

The Ontario Energy Board (OEB) is an independent regulatory body that protects consumers in Ontario's energy market.

The OEB makes decisions and rules to make sure consumers are treated fairly.

If you're unable to find a resolution with your energy provider, you can consider escalating the matter to the OEB. They will work with the energy provider to find you the best possible outcome.


Ombudsman Toronto

Ombudsman Toronto investigate complaints and concerns about unfairness for the City of Toronto. This includes Toronto Hydro.

Ombudsman Toronto are an independent and impartial organisation.

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