BackOntario Ombudsman André Marin’s investigation into complaints about Hydro One’s billing practices and customer service has garnered 2,185 complaints and submissions, more than 1,500 of those since Tuesday – the most complaints the office has ever received about a provincial body in such a short time.
Prior to launching the investigation on February 4, the Ombudsman’s office had received 624 complaints about Hydro One between April 1, 2013 and January 31, 2014. Although Hydro One has been among the top 10 sources of complaints to the Ombudsman in recent years, Mr. Marin announced the investigation in light of a recent spike in complaints about “alarming” Hydro One bills and poor customer service. In 2012-2013 there were 328 complaints; in 2011-2012 there were 232.
Mr. Marin met with Hydro One President and CEO Carmine Marcello on Thursday at the Ombudsman’s Office. “We had a constructive and productive meeting. Mr. Marcello pledged Hydro One’s full co-operation with our investigation,” said Mr. Marin.
The Ombudsman also sat in with complaint intake staff on Wednesday and spoke to a few callers to hear their concerns firsthand. “We have assigned all available staff to take as many calls as possible, and everyone is working hard to handle the hundreds of complaints that are coming in via web and email,” he said.
Complaints to the Ombudsman can be filed anytime via the complaint form at www.ombudsman.on.ca (web or mobile device) and the email address info@ombudsman.on.ca – or during office hours by calling 1-800-263-1830.
“I want to assure everyone that they will be heard, whether they call, email or contact us through the web or their smartphone or tablet,” Mr. Marin said. “Our staff will work to resolve individual cases with Hydro One even as we dig into the broader systemic issues at the heart of this investigation.”
The Special Ombudsman Response Team (SORT) is doing a nine-month probe, focusing on two systemic issues: Whether Hydro One’s customer billing practices are transparent, and whether its process for responding to customer billing concerns is timely and effective.
Mr. Marin also stressed that confidentiality is guaranteed by law to anyone who would like to contribute information relevant to the investigation. “The Ombudsman Act provides powerful protections to whistleblowers,” he noted.
The Hydro One complaint tally is the highest since the Ombudsman’s 2006 SORT investigation into the Municipal Property Tax Assessment Corporation (MPAC), which involved 3,720 complaints in all. The Ombudsman’s report and recommendations in that case resulted in a two-year freeze on property tax assessments and an overhaul of MPAC’s procedures.
The Ombudsman’s ongoing SORT investigation into the provision of services for adults with developmental disabilities in crisis has received more than 1,040 complaints.
Source: Ombudsman Ontario, Canada
