Customer Complaint Process

Our goal is to give you the best service possible. If you find we haven't met that goal, please follow these steps:

Step 1. Call us

All our representatives are trained to help answer your questions. Call 1-888-774-3111, Monday through Friday between 8 a.m. and 6 p.m. You may also send us an email. We will respond within two business days.

Step 2. Escalating your Concern

If your problem or concern has not been satisfactorily resolved by our representatives, you can ask to escalate your concern. You will be required to leave your name and a phone number where we can contact you. We will return your call within 2 business days.

Step 3. Submit your Complaint in Writing

We respond to all written customer complaints by email or in writing within 10 calendar days, unless otherwise agreed to by the customer.

Mail your written complaint to:
Enbridge Gas
Attention: Office of the Ombudsman
P.O. Box 2001
50 Keil Drive North
Chatham, Ontario
N7M 5M1

More information on our written complaints policy

Please visit Section 4.17 of the Conditions of Service.

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