Ombudsman Investigating Hydro One’s Billing Practices

Jeff Green | Feb 05, 2014

Ontario Ombudsman André Marin is conducting a systemic investigation into complaints about serious problems with billing and customer service at Hydro One.

The investigation will focus on the transparency of the utility’s billing practices and the timeliness and effectiveness of its process for responding to customer concerns.

“In the past few years, we have seen more and more complaints from Hydro One users about bills that seem to have no bearing in reality – and about the lack of answers they get when they ask why,” said Mr. Marin.

“Our office has helped many Ontarians resolve problems with their bills, but frankly, we’ve also experienced stonewalling from Hydro One. Our experience reflects what we are hearing from people across the province, and it is alarming. Many of those who have contacted us are in vulnerable situations and say they have faced significant financial hardship and stress because of their dealings with Hydro One.”

Randy Hillier, MPP for Lanark-Frontenac-Lennox & Addington, said he is pleased to learn of Ontario Ombudsman Andre Marin’s intention to launch a full-scale investigation of Hydro One Network’s billing and administrative failings. 
“The problems I’m seeing with Hydro One are consistent and repetitive, and are indicative of a systemic failing in the administration of our electricity provider,” remarked Hillier. “I am pleased to see that Ontario’s Ombudsman acknowledges we have a very real problem with this organization.”

To help constituents provide feedback on their hydro problems to the Ombudsman, Hillier has launched the website brokenhydro.ca. The new website includes information about Ontario's electricity system and provides tools for constituents to contact the Ombudsman, Hydro One, the Ontario Energy Board, the Premier and the Minister of Energy regarding their hydro billing problems.