Advisor, Consumer Policy

Overview

The Consumer Policy Department is responsible for developing consumer focused policy through updates to codes and rules, administering affordability programs such as OESP and LEAP, overseeing industry inquiries, and supporting consumer education and access to information. The Department engages with regulated entities to discuss and develop appropriate policy responses to areas of concern.

Reporting to the Manager, Consumer Policy, the Advisor will conduct research and analysis to develop consumer focused policy recommendations related to the natural gas and electricity sectors including operational policies and codes, affordability programs (including OESP and LEAP), and consumer-related frameworks. The Advisor will act as a subject matter expert for internal and external stakeholders on consumer protection requirements, consumer education and information access, and consumer-related codes and program obligations.

Responsibilities

• Review and assess issues identified through customer complaints, industry enquiries, applications, or other means related to consumer protection, affordability programs, and consumer-related codes.
• Support investigations as subject matter expert on consumer protection requirements and consumer-related codes and operational policies.
• Analyze statistics and emerging trends to assist in the development of policy changes and the refinement of operational consumer policies and codes, and provide recommendations to internal stakeholders for review and assessment related to consumer protection, affordability programs, and consumer access to services.
• Conduct research and analysis to support proposed policies and prepare presentations, reports, analysis, and other documentation for internal and/or external review.
• Organize and participate in working groups and stakeholder sessions to inform consumer-focused policy and code development and program reviews.
• Understand, interpret, and explain OEB rules, regulations, and procedures to assist staff, senior management, regulated entities, and stakeholders.
• Maintain an understanding of OEB Decisions & Orders, Rules / Codes / Guidelines, and legislative / regulatory provisos to provide explanations to staff, senior management, regulated entities, and stakeholders.
• Assist internal colleagues with the development of FAQs, website postings, consumer communications or other related materials to support consumer education and information access, including program and rights awareness.
• Establish and maintain industry knowledge by reviewing trends and important issues affecting residential and small business consumers, including customer service practices .

Qualifications

• University degree in Business Administration, Public Policy/Administration, Political Science, or related discipline. 
• Graduate degree or professional designation.
• Minimum 4 years’ experience in policy research, policy development, analysis, or related energy work.
• Preferred 5 years’ progressive experience in policy development and analysis in a regulated industry or public utility setting.
• Previous experience with policy development is an asset
• Previous experience with change management, adapting policies and processes to address changes in the industry, and innovation initiatives is an asset
• Excellent verbal and written communication skills that cater to all levels of the organization
• Knowledge of Ontario Energy Board Act and related legislation is an asset
• Adaptability to work effectively in a variety of situations and with various individuals or group