Dispute Resolution Process
Customer Service is an important part of the way Toronto Hydro-Electric System Limited does business. It's our goal to deliver superior service that meets your expectations on every phone call, email exchange, home or business visit. Our Customer Service Representatives are trained to assist you with your inquiries and concerns. If you have a concern or question, we encourage you to get in touch with us by telephone, email, mail or fax.
You may contact our Customer Care Department by telephone at 416.542.8000, Monday to Friday from 8 a.m. – 8 p.m. ET or via our
CONTACT US online form.
Please note that we are closed on all Statutory Holidays.
You may also send us a fax at 416.542.3429 or write us at:
Attn: Customer Care
500 Commissioners Street
Toronto, ON M4M 3N7
It's our goal to ensure that our Customer Service Representatives have the answers you need on your first contact. However, if you're not satisfied with the answers you have received, please review the following escalation process:
If you're not satisfied with the outcome of your initial contact with our Customer Care Department, you may request that your concern be escalated to a Supervisor. If not immediately available, a Supervisor will contact you within two business days to work with you to resolve your concern.
Please Note: If your complaint requires further investigation, it will be referred to our Customer Management Service department. The Customer Management Service department will investigate your complaint and provide a response within two business days of receipt. If the investigation is expected to take longer, the Customer Management Service department will inform you within the two business day period and provide a date you can expect a response.
Most customer concerns are resolved before they reach this step; however, if you're still not satisfied with the outcome of your complaint after Step 1, please contact Customer Liaison, Office of the President. The Office of the President reviews complaints only after they have been through Step 1. The Office of the President Customer Liaison will review the background of your complaint and work with the appropriate Toronto Hydro department to expedite a response typically within two business days.
By mail: Toronto Hydro
Attn: Office of the President
14 Carlton Street
Toronto, ON M5B 1K5
By email to: firstname.lastname@example.org
PLEASE INCLUDE THE FOLLOWING INFORMATION IN YOUR NOTE:
Have you spoken to Customer Care?
Did you speak to a Customer Care Supervisor ?
Name of the Supervisor you spoke to.
Your First Name, Last Name, preferred email address for correspondence, contact phone number, Toronto Hydro Account #.
Details of your complaint: Please do NOT include any personal information such as Credit Card numbers, SIN, or Driver's License.
If the Office of the President has been unable to resolve your issue or complaint to your satisfaction, you are encouraged to request that your matter be escalated to the Toronto Hydro Customer Advocate. The Toronto Hydro Customer Advocate is an independent function within Toronto Hydro committed to ensuring all complaints are treated equitably, with regard to individual circumstances. We will review your issue or complaint to ensure that:
Toronto Hydro’s internal processes and policies were applied fairly
All facts and evidence were incorporated in reaching the decision
Your complaint was addressed promptly
Comprehensive reasons were provided to support the decision
We will confirm receipt of your information, in most cases within 48 hours, and will review your issue as soon as possible.
The Toronto Hydro Customer Advocate is committed to corporate governance and provides annual reporting to the Toronto Hydro Board of Directors and the Ombudsman Toronto.
If Toronto Hydro has been unable to resolve your complaint, you may bring your complaint to Ombudsman Toronto and/or our regulator, the Ontario Energy Board (OEB).
Ombudsman Toronto listens to and investigates complaints and concerns about City administration and unfairness in the delivery of City services, including at Toronto Hydro. They are independent and impartial. Their services are free and confidential and they can be reached by clicking here.
The Ontario Energy Board regulates all aspects of Toronto Hydro’s distribution services, including rates, and can be reached as follows:
Local Number: 416.314.2455
Toll Free Number: 1.877.632.2727
Fax Number: 416.440.7656
Toll Free Number: 1.877.632.2727
Ontario Energy Board
P.O. Box 2319
2300 Yonge St, Suite 2701
Toronto, ON M4P 1E4