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Electricity Retailers — Frequently Asked Questions

What do electricity retailers do?
Electricity retailers contract for wholesale electricity as well as other products and services and retail them to customers. They can provide customers with a wide range of products, services, payment plans and other incentives, in addition to electricity. When you're dealing with an electricity retailer, cost is often only one element of the total package. That's why it's important to shop around and compare the various options and terms available before signing a contract.

What do I need to know before I sign a contract with an electricity retailer?
Before you sign a contract, read it carefully so you're aware of all of the terms and conditions. Ask questions (see questions above) if there is anything that is unclear, and check to ensure that the retailer is licensed by the Ontario Energy Board to sell electricity.

Is Hydro One going door to door selling electricity contracts?
No, we are not selling electricity contracts. You do not need to sign a contract to remain a Hydro One customer. We will continue to purchase your electricity on your behalf.

Do I have to buy my electricity from an electricity retailer?
No, you are under no obligation to buy your electricity from a retailer. If you decide not to contract with an electricity retailer, Hydro One will continue to purchase your electricity on your behalf - the same as we do today.

Is there a deadline to sign a contract with an electricity retailer?
No, there is no deadline. Hydro One will continue to provide you with electricity at the Regulated Price Plan as set by the Ontario Energy Board. You do not have to make any changes unless you want to. An electricity retailer must not exert any undue pressure on you to sign a contract.

If I sign with an electricity retailer will I still have to pay the Debt Retirement Charge?
All customers must pay the Debt Retirement Charge regardless of whether they have signed a contract with an electricity retailer or continue to be supplied by their electric utility.

How do I register a complaint about an electricity retailer's practice?
Electricity retailers are licensed by the Ontario Energy Board. Retailers must follow the Ontario Energy Board's Code of Conduct.

Your first step is to complain directly to the retailer. If you do not get satisfaction from the retailer, then you should call the Ontario Energy Board at 1-877-632-2727 to complain.

I just signed a contract with an electricity retailer. Can I cancel my contract?
Before you sign any contract, make sure that you understand the terms and conditions, as this will be a legally binding agreement. You should also ask for a copy of the contract.

If you're a residential customer and you sign a contract, you have a 10-day "cooling off" period in which you can change your mind and cancel, in writing, without penalty. To do this, you must send a letter to the retailer by registered mail, fax or by personally delivering it to the retailer to give notice you want to cancel.

Are electricity retailers licensed?
Yes, electricity retailers are licensed by the Ontario Energy Board. Check the Ontario Energy Board's website for a list of licensed electricity retailers.

Can I be switched over to a new supplier without my knowledge or approval?
No, a retailer cannot supply electricity to a customer without first obtaining written permission through a contract that you signed.

If I sign up with an electricity retailer, who will bill me for electricity?
If you choose to sign with a retailer, the contract you sign will set out the type of billing service. A retailer may offer to bill you for all your electricity charges directly or it may contract Hydro One to continue to bill you on the retailer's behalf for the contract price and term you signed with a retailer.

If I sign up with an electricity retailer, who will read and maintain the meters at my home or business?
Hydro One will continue to read your meter.

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