The Office of the Ombudsman
There are a variety of ways you can express your concerns about your experience with Enbridge Gas, and we’re here to help you.
The Office of the Ombudsman provides an impartial review of unresolved complaints. Our role is to listen to all sides of a complaint and determine whether the process or outcome was fair and reasonable. Customer complaints are a vital source of feedback, and we can use this information to make recommendations on how to improve our services. The decisions made within the office are final.
We encourage you to get in touch with us via email or telephone. Please follow our escalation process below.
Step 1: Contact Customer Care
This is your first touch point. You can contact our Customer Care team by email, phone, or regular mail. Our front-line agents have the tools, support and training to quickly understand and resolve complaints or concerns.
- Email: Contact us through this online form.
- Phone: 1-888-774-3111 between 8 a.m. – 6 p.m. (ET) for general inquiries;
- For 24-hr emergency support, call 1-866-969-0999
If your issue cannot be resolved through our Customer Care team, you can escalate to a supervisor. If you’ve spoken with a supervisor and are still not satisfied with the solution provided, advance to Step 2.
Step 2: The Office of the Ombudsman (will only review disputes that have been through Step 1).
For an impartial review of your case, you can contact the Office of the Ombudsman:
- Email: CustomerRelations@uniongas.com
- Phone: 1-800-265-9872 between 8 a.m. – 5 p.m. (ET)
All correspondence with our office will be kept confidential. Once we receive your complaint, we will do an initial assessment to confirm that the matter falls within the mandate of our office. We will acknowledge your complaint within 48 hours and most disputes will be handled within 30 days of receiving your complaint and all relevant documentation. If this deadline cannot be met, we will contact you to let you know why additional time is necessary and when you can expect a response.
By submitting your complaint, you provide us with permission to discuss your issue with the appropriate business unit to complete our assessment. The Office of the Ombudsman does not investigate or review legal decisions.
The decisions made within the Office are final. If your problem has not been resolved to your satisfaction, you can contact the Ontario Energy Board (OEB).
Review our Frequently Asked Questions.