The complaint process
The Office of the Hydro One Ombudsman is an office of last resort and will intervene if an issue within our jurisdiction cannot be resolved by the company.
Type of Complaints
When our Office receives a complaint, we assess what the complainant has done to resolve the issue and categorize the complaint based on next steps that need to be taken. Complaints to our Office are categorized as follows:
Information and Referral
Occasionally, our Office receives information submissions from the public that are not attached to a specific complaint. We track these comments and, where appropriate, refer to them when addressing systemic issues.
Support and Advice
If a complaint is premature or falls outside our mandate, we do our best to give the complainant the support and advice they need to move forward with their complaint and refer them to the appropriate department within Hydro One or to the right external organization.
Where possible, our Office tries to resolve complaints through our “early resolution” stream by engaging in informal discussions and mediation with the complainant and the company. This allows us to resolve issues quickly and effectively.
Where an issue is more complex or involves potential systemic issues, we conduct a formal investigation. At the conclusion of an early resolution matter or an investigation, our Office may provide the company with advice and recommendations on how to resolve any individual or systemic issues where unfairness is identified.
On rare occasions, our Office may undertake a systemic investigation when:
- the problem may be system-wide
- the problem could affect multiple groups or types of customers
- there are repeated or multiple complaints about the same issue
- the complaint has a public interest that could affect many customers
- there appears to be a problem with a particular part of the system, or
- the case has compelling circumstance.