Energy [OLD] - Incorrect charges on bill

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  • In cases of under-billing or over-billing, the company in question should fix the mistake straight away and give you clear information about the cause of the problem and the impact it’ll have on your bill.
  • If you end up owing the company money, you should be given every opportunity to organise a repayment plan that works for you. You shouldn’t be suddenly hit with a giant back bill!
  • If you think you’ve been treated unfairly and haven't been able to find a resolution with the company, you can consider contacting the Ontario Energy Board. They will examine your case and may, depending on the situation, ask that the company you’re dealing with revise its decision.
  • If you've been incorrectly billed as a result of a meter failure or other technical error, the company may back bill you according to your estimated normal consumption. The company should be certain as to what went wrong and when it happened!
  • If they aren't, they may not be able to provide you with an accurate estimate.
  • If you're concerned about back billing and haven't been able to find a resolution with the company, you can escalate the matter to the Ontario Energy Board.
  • They may require that the company revise its decision on your case!
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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Helping you with Incorrect charges on bill

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