Billing, smart meters top complaint list

OEB consumer complaints highlight billing errors, contract disputes with energy retailers, smart meters and time-of-use pricing issues, disconnections, and rate concerns, with escalations and refunds tracked by the Ontario Energy Board Consumer Relations Centre.

Electricity customers upset over billing problems or smart meters were the most common hydro complaints filed to the Ontario Energy Board OEB, according to its latest Consumer Snapshot.

The top concern related to energy retailers and marketers was the existence of a contract tying a person to a particular company even though that customer had no recollection of signing it or seeing a copy, and consumers should know their choices before signing any agreement to avoid this issue.

“The OEB encourages consumers with a complaint about their utility, electricity retailer or natural gas marketer to contact the company first to try and resolve the complaint,” the Snapshot says. “If the consumer has contacted the company but the complaint has not been resolved to the satisfaction of the consumer, the consumer may file the complaint with the OEB’s Consumer Relations Centre.”

The OEB received 1,769 complaints during the period between April and June, according to the most recent information available, as Ontario is cracking down on energy retailers amid rising concerns, and 479 of these were “escalated” for further review.

“Approximately $152,000 returned to consumers for billing adjustments, waived liquidated damages and reimbursements by licensees,” the report stated.

There are some complaints the OEB can’t do much about because it lacks jurisdiction or information.

Some examples are people calling to complain that they don’t like smart meters or time-of-use pricing.

The provincial government has decreed that all homes will have smart meters.

The OEB regulates the province’s electricity and natural gas sectors.

Customers with a complaint can contact the OEB by phone, letter, fax, e-mail or with a web form.

Consumers can also check out the Snapshot on line to see which companies are getting the most complaints and find tips on choosing an energy supplier to compare options.

TOP FIVE COMPLAINTS FOR UTILITIES:

1. Billing, including errors in billing practices and billing amount, no bills received, transfer of arrears from another customer

2. Smart Meters/Time of Use such as not wanting a smart meter, increased bill amount with TOU prices

3. Rate issues

4. Disconnection, reconnection, new connections

5. Ontario Energy Board bill insert asking about timing, content.

TOP FIVE COMPLAINTS FOR ENERGY RETAILER/MARKETER

1. No copy of contract

2. Reaffirmation, such as declining contract on reaffirmation

3. Renewal, such as renewed after cancellation request

4. Misrepresentation of identity, such as person claimed to be with government, utility or OEB, and how to avoid energy fraud at the door remains a concern.

5. Cancellation charges.

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