Customer Dispute Resolution Process
Providing excellent customer service is very important to Alectra Utilities. We value customer feedback as a means of strengthening our administration and improving our relations with the public. Alectra Utilities adheres to the following principle: an effective complaint handling system modelled on the principles of fairness, accessibility, responsiveness, efficiency and integration. We are committed to delivering superior customer service on every phone call, email, home or business visit. Our Customer Care Representatives are trained and knowledgeable to be able to assist you with your inquiries and concerns. If you have a concern or question, we encourage you to contact us by telephone, email, mail or fax.
You may contact our Customer Care Department by telephone at: Customer Accounts 905-840-6300 Ext. 7300 or Collections Ext. 7200, Monday to Friday from 8:30 a.m. to 4:30 p.m. or via our website and use our CONTACT US page.
You may also send us a fax at 905-452-5538 or write us at:
Alectra Utilities Corporation
Attn: Customer Care Department
175 Sandalwood Parkway West
Brampton, Ontario L7A 1E8
It's our goal to ensure that our Customer Care Representatives have the answers you need on your first contact. However, if you're not satisfied with the answers you have received, please review the following escalation process:
STEP 1: CONTACT THE CUSTOMER CARE DEPARTMENT
If you are not satisfied with the outcome of your initial contact with our Customer Care Representative, you may request that your concern be escalated to a Senior Customer Care Representative. If not immediately available, a Senior Customer Care Representative or Supervisor will contact you within two business days to work with you to resolve your concern.
Please Note: If your complaint requires further investigation, the Senior Customer Care Representative or Supervisor will refer your issue to our Customer Care Managers. The Customer Care Managers will investigate your complaint and provide a response within two business days of receipt. If the investigation is expected to take longer, the Customer Care Managers will inform you within the two business day period and provide a date that you can expect a response.
On a monthly basis, the Customer Care Managers will review all customer disputes and corresponding actions and resolutions with the Director of Customer Care.
STEP 2: CONTACT THE CUSTOMER CARE DIRECTOR
Most customer concerns are resolved before they reach this step; however, if you're still not satisfied with the outcome of your complaint after Step 1, please contact the Director of Customer Care. The Director of Customer Care reviews complaints only after they have been through Step 1. The Director will review the background of your complaint and work with the appropriate Alectra Utilities department to expedite a final response, typically within five business days where possible.
By mail: Alectra Utilities Corporation
Attn: Director of Customer Care
175 Sandalwood Parkway West
Brampton, ON L7A 1E8
By email to: firstname.lastname@example.org
- Have you spoken to Customer Care?
- Did you speak to a Senior Customer Care Representative?
- Did you speak to a Supervisor?
- Include the name of the staff you have spoken to.
- Your First Name, Last Name, preferred email address for correspondence, contact phone number, Alectra Utilities Account #.
- Details of your complaint: Please DO NOT include any personal information such as credit card numbers, SIN, or driver’s license.
On a regular basis, the Director of Customer Care will review all escalated customer disputes with the Alectra Utilities' Executive Leadership Team. Furthermore, Alectra Utilities' Board of Directors will also review customer disputes and other customer issues on a quarterly basis.
STEP 3: CONTACT A THIRD PARTY
If you have followed the steps above and still feel that your complaint has not been resolved, you may contact the Office of the Ombudsman of Ontario, or our regulator, the Ontario Energy Board (OEB).
Outside Ontario: 416-586-3300
Fax Number: 416-586-3485
Office of the Ombudsman of Ontario
Bell Trinity Square
483 Bay St. 10th Floor, South Tower
Toronto, ON M5G 2C9
Local Number: 416-314-2455
Toll Free Number: 1-877-632-2727
Fax Number: 416-440-7656
Ontario Energy Board
P.O. Box 2319
2300 Yonge St, Suite 2701
Toronto, ON M4P 1E4
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