Office of the Hydro One Ombudsman

Service: Hydro One Services Complaints

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Description & Services
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
Description (Agency) As an office of last resort, helps Hydro One deliver just, fair, and equitable services to the public by examining complaints about the operations of Hydro One Inc., and its three subsidiaries, Hydro One Networks, Hydro One Remote Communities and Hydro One Telecom
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
Contact Information
Office Phone 416-345-1505
Toll Free Phone 1-844-608-8756
TTY Phone 416-345-5839
Fax 416-345-6129
Primary Contact Elizabeth DiRuscio, Intake Officer
Primary Executive Sophie Petrillo, Hydro One Ombudsman
Located In Community Toronto Downtown
Address 483 Bay St, South Tower
Toronto, ON M5G 2P5
View Google Map
Physical Access Fully Accessible
Other Details
Legal Status (99) Unknown / No Service
Established 2015
Funding Private