Customer Service Rules Review

The OEB is undertaking a consultation to review select customer service rules (CSR) for licensed electricity distributors, rate-regulated natural gas distributors and licensed unit sub-meter providers (collectively, Utilities). This consultation is in response to the December 2025 Letter of Direction from the Minister of Energy and Mines, as well as consumer and stakeholder feedback regarding certain customer service requirements.

CSR are in place to ensure consumers receive consistent and appropriate service from Utilities in areas such as billing, account management, payment arrangements, security deposits and disconnections. These rules are set out in the Distribution System Code, Retail Settlement Code, Standard Supply Service Code, Unit Sub-Metering Code and Gas Distribution Access Rule (together, Codes).

The CSR Review will assess whether the existing rules continue to provide effective consumer protection, work well in practice for Utilities and support consistent customer service requirements across the electricity and natural gas sectors.

The CSR Review will focus on the following key areas, informed by feedback from consumer groups and other stakeholders:

1. Processes of identifying, investigating and addressing billing errors
2. Processes and service charges for opening and closing accounts
3. Timing and eligibility requirements for a second Arrears Payment Agreement

Any resulting rule changes will be implemented through amendments to the applicable Codes.

The OEB will seek input from Utilities, consumer representatives, Indigenous communities and other interested parties to help inform the OEB’s assessment of existing rules, its consideration of potential changes to the regulatory framework and proposed amendments to the Codes.