Your payment is due 23 days from the bill issue date shown on the bill. A 1.50% late payment charge is added to the bill amount after the due date, and every month following until the account balance is paid.

Payments made at a financial institution, bank, online or by telephone can take up to 3-4 business days for the payment to reach us, during which time we have no way of knowing that you have paid your bill. You should take this delay into account when planning your payments.

If you are having difficulty paying your bill or expect to in the future, we encourage you to contact us as soon as possible to discuss payment options, including signing up for Equal Payment Plan.


The Ontario Energy Board mandates how we must communicate with customers facing disconnection. Disconnection notices contain required information, such as the overdue amount, due date of bill and payment options. For complete details on this and all of our policies, please see our Conditions of Service We make every reasonable effort to contact the customer and work out an acceptable payment arrangement after the bill becomes due.

Timeline for Bill Payment and Collection
StepWhat HappensWhen Does It Happen
 1. Payment is due 23 days after bill issue date
 2. Amount Overdue Reminder Notice is sent 4 days after due date
 3. Disconnection Notice/Door Hanger is delivered to Location 7 days after reminder notice
 4. 48 Hour Phone Call/Email 12 days after the door hanger is issued (48 hours before the date of disconnection)
 5. Service Disconnection

Disconnection can occur within the time frame outlined on the disconnection notice/door hanger

Disconnections are an absolute last resort, after all other options have been exhausted. In some cases, customers do not pay their outstanding arrears. In an effort to keep rates down for all customers, unpaid bills will follow the collection process outlined above, which may lead to disconnection of the service and additional charges.

Know your Rights and Responsibilities.

Be informed. Read the Ontario Energy Board's customer service rules for more details on the payment and disconnection process.