Resolving Billing Disputes with Your Submetering Provider

If you believe there is an error on your submetering bill, there is a clear process for resolving it. Understanding the steps helps you navigate the process efficiently.

Start by contacting your submetering provider's customer service. Explain the specific concern: which charge you are questioning, why you believe it may be incorrect, and any relevant details (for example, you were away for an extended period, or you noticed a sudden spike in consumption). Have your recent bills available for reference.

Your provider will investigate the concern. This may involve reviewing your meter data, checking for any metering equipment issues, comparing your consumption to historical patterns, and verifying that the correct rates were applied. Most billing inquiries are resolved at this stage.

If the investigation confirms a billing error, your provider will issue a correction. If the investigation does not find an error but you are still not satisfied, ask for a detailed explanation of how your bill was calculated. Understanding the breakdown of charges, rates, and consumption may address your concern.

If you remain unsatisfied after working with your provider, you can escalate the matter to the Ontario Energy Board (OEB). The OEB has a consumer complaint process for issues involving licensed submetering providers. The OEB will review the matter and can require the provider to take corrective action if warranted.

Keep records of all communications with your provider, including dates, names of representatives you spoke with, and summaries of the conversations. These records are helpful if you need to escalate the matter.

Voltage Vision's customer service team is committed to resolving billing questions promptly and transparently. If you have a concern about your bill, contact us and we will work through it with you.