Resolve a complaint

Our customer service representatives are trained to have the answers you need, or to direct your call to the appropriate department within Toronto Hydro, on your first contact. However, if you're not satisfied with the answers you’ve received, we have an escalation process to help ensure that you get your question or concern resolved.

How to resolve a complaint

Contact our Customer Care team

If you have a question or concern, we encourage you to contact our Customer Care team Monday to Friday between 8 a.m. and 8 p.m. at 416-542-8000, or anytime through our online contact form. You can also reach us by mail or fax.

Escalate your concern to a manager

If you're not satisfied with the outcome of your initial contact with our team, you may request that your concern be escalated to a manager. If not immediately available, a manager will contact you within two business days to help resolve your concern.

If your complaint requires further investigation, it will be referred to our Customer Management Services department, where we'll investigate your complaint and provide a response within two business days of receipt. If the investigation is expected to take longer, the Customer Management Services department will inform you within the two-business-day period and provide a date when you can expect a response.

Contact our Office of the President

Most customer concerns are resolved before they reach this step. However, if at this stage, you’re still not satisfied with the outcome of your complaint, please contact our Office of the President by email at officeofthepresident@torontohydro.com. They'll review the background of your complaint and work with the appropriate Toronto Hydro department to provide a response.

You can also reach the Office of the President by mail:

Mail

When contacting the Office of the President, please make sure to include the following information:

• First name
• Last name
• Phone number
• Email address
• Details of your complaint
• Name of the Toronto Hydro manager that you spoke with

Please do not include any personal information such as your credit card number, social insurance number or driver's license number.

Contact our Customer Advocate

If, after contacting the Office of the President, your issue has still not been resolved to your satisfaction, you can request that your matter be escalated to our Customer Advocate by emailing advocate@torontohydro.com. The Toronto Hydro Customer Advocate is a function within Toronto Hydro committed to ensuring that all complaints are treated equitably, with regards to individual circumstances.

The Customer Advocate will confirm receipt of your information, typically within two business days, and will review your issue 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

Contact Ombudsman Toronto and/or the Ontario Energy Board

If we're 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, and their services are free and confidential.

The OEB regulates all aspects of Toronto Hydro’s distribution services, including rates.