Not The Way It Used To Be

Before I retired from Ontario Hydro now called 

Hydro One, the customer was always treated

fairly. I recall Line Crews who were sent out to

disconnect customers for non payment would

find some excuse to thwart this process, because

they knew the person was in a financial difficulty.

Not any more

NIPISSING - Hydro One is responsible for the largest investigation in Ontario 

The Ontario Ombudsman released his annual report for 2013 on Monday, June 23.

The report details the Ombudsman's largest investigation yet into Hydro One's billing practices and customer service, which has generated more than 7,800 complaints.

"Many of those who have contacted us are in vulnerable situations and say they have faced significant financial hardship and stress because of their dealings with Hydro One.  Ombudsman Andre Marin in February, at a press conference announcing the investigation. It some times like wrestling with a slippery pig - and that's why my heart goes out to those average citizens who try to take on the Goliath that is Hydro One."

Hydro One had garnered 6,961 complaints and the number continues to grow. This is the highest number of complaints by far that the office of the Ombudsman has ever received about a single government organization.

Several of the worst individual complaints are outlined in the report, including a woman who woke up two weeks before Christmas to find that Hydro One had taken $8,390 from her bank account to catch up for 22 months of estimated billings the utility had determined were too low.

Another man who rebuilt his family cottage into a retirement home received no bills from Hydro One for 31 months, and then received one from $12,115.72. Hydro One could not provide reasons why the meter readings were not done and no bills were sent to the man until 2014.

The complaints continue in the same vein and many found that when they complained to Hydro One, or even sought information on how their bills were calculated, they were met with more frustrating delays and poor customer service.

The Ombudsman set a deadline of nine months to complete the field investigation, after which a report and recommendations will be drafted.