Office of the Hydro One Ombudsman

Service: Hydro One Services Complaints

Record #: IMP0319
Last Full Update: 04 Aug 2023

Memos and Bulletins

Public Comments

If you have an unresolved issue or complaint:

  • Firstly, contact Hydro One Customer Communications Centre at 1-888-664-9376 or the Business Customer Centre at 1-877-447-4412
  • If you feel that your issue is not adequately resolved, you have the right to speak to a Supervisor
  • If you feel you are still not satisfied after speaking with a Supervisior, the Supervisor will refer your issue to the Customer Relations Centre, a dedicated team that is specially trained and put in place to handle escalated inquiries and complaints
  • If you have gone through this Complaint Process and you are not satisfied with the outcome, you can contact Hydro One's Ombudsman

Contact Information

Office Phone 416-345-1505
Toll Free Phone 1-844-608-8756
TTY Phone 416-345-5839
Fax 416-345-6129
E-Mail Ombudsman@HydroOne.com
Website www.hydrooneombudsman.com/

Description and Service Details

Description (Service)
  • Investigates complaints about unfairness in the delivery of services by Hydro One, including Hydro One Inc., Hydro One Telecom, and Hydro One Remotes
  • Is independent of the company's operations and administration and reports to the Board of Directors
  • An "office of last resort": a place to turn to when all other attempts at solving complaints with Hydro One have failed
  • Does not look at rates, as they are set by the Ontario Energy Board and are not within the Ombudsman's authority
  • Can help to improve the services that Hydro One delivers to the public and its customers
Hours

Office hours Mon-Fri 9 am-5 pm; online 24 hours

Areas Served Ontario
Eligibility Complainants who have unresolved issues or concerns after going through Hydro One's Complaint Process
Application

Complaints can be made through an online complaints form on the website, by mail, by email, by fax or by phone

Languages English
Fees None

Site Information

Located In Community Toronto
Address & Map
483 Bay St
South Tower
Toronto, ON
Canada M5G 2P5
Physical Access Fully Accessible

Categories and Classification

HCSD Main Heading Government / Legal
HCSD Sub Heading Consumer Protection / Complaints
Service Categories Utility Service Complaints

Agency Overview