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Retail Energy Contracts
June 1, 2015 - The OEB released a report assessing how well the Energy Consumer Protection Act has worked since 2011 to protect the interests of residential and small business consumers in their dealings with energy retailers. Learn more...
If you are approached to sign or renew a gas or electricity contract for your home or small business, it’s important to know who you’re dealing with. Energy company salespeople must wear an ID badge and give you a business card.
Four things to remember if you are approached to sign an energy contract:
Always make sure you get a business card and look at the salesperson’s ID badge first
VIDEO: KNOW WHO YOU'RE DEALING WITH
TIPSHEETS
Are you a residential consumer and considering an energy contract? Our tip sheets can help you make the choice that's right for you.
- Before Signing an Energy Contract: What You Should Consider
- After Signing an Energy Contract: The Right to Review Your Decision
- Nearing the End of an Energy Contract: How Renewals Work
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What is the OEB's relationship to Energy Companies?
In Ontario, companies that sell energy under contract (also known as electricity retailers and natural gas marketers, or suppliers) have to follow laws and rules that protect consumers from unfair or misleading business practices. As the regulator, the OEB’s job is to make sure companies follow these rules. We carry out this consumer protection role in a number of ways. We:
- license companies, although we do not regulate the prices they offer
- help consumers work through issues they’re having with companies
- investigate alleged violations
- take enforcement action if a company breaks the rules
- provide consumers with information about their rights and responsibilities when entering into energy contracts
View a list of active licensed companies
Rules That Companies Must Follow
The Energy Consumer Protection Act, 2010, contains many of the rules that companies have to follow when they offer energy under contract to households and small businesses. Some of the rules that protect consumers are:
- Companies can only enter into, verify, renew or extend contracts with the account holder (the person whose name appears on the utility bill for the home or business), their spouse or their authorized agent for the premises
- Salespeople must wear, and clearly display, an identification badge and give the consumer a business card
- All contract costs must be shown in the contract
- Customers have enhanced rights to cancel contracts, including a maximum on the cancellation fee the company can charge. In some cases there is no fee
- Consumers have more information to help them better understand what’s being offered. For new contracts, as well as renewals and extensions, the company must provide:
- A price comparison sheet that shows the contract price being offered and the price currently charged by the utility. The form they use was developed by the OEB.
- View a sample price comparison sheet
- View the price comparison templates (Note: this links to our industry website) - A plain language disclosure statement, written by the OEB, which explains important information about energy contracts.
- View the disclosure statements (Note: this links to our industry website)
- View the disclosure statements in multiple languages
- A price comparison sheet that shows the contract price being offered and the price currently charged by the utility. The form they use was developed by the OEB.
The OEB also has rules to govern the conduct of these companies:
Enforcement
If we determine that a company has broken a law or rule, we can take enforcement action such as charging a penalty/fine and suspending or taking away the company’s licence. The steps for doing this are set out in legislation and the company is given a chance to present its side of the story before we make our final decision.
- See the list of OEB Enforcement Proceedings and results (Note: this links to our industry website)
- Read about our processes for compliance and enforcement (Note: this links to our industry website)
More Information
Before Signing a Contract After Signing a Contract Nearing the End of a Contract: Renewals List of Active Retailers and MarketersUse the OEB online bill calculator to get a monthly bill estimate for electricity or natural gas, whether you’ve signed an energy contract or buy directly from your local utility.
Your Electricity Utility - Bill Calculator Your Natural Gas Utility - Bill Calculator
Page last updated 2015-06-04
