Bill payment is due 20 days from the bill issue date shown on the bill. A 1.50% late payment charge (19.56% per annum) 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 Equal Payment Plan. Electricity support programs may also be available for eligible residential customers.

Non-Payment/Collections

The Ontario Energy Board mandates how we must communicate with customers facing disconnection. Disconnection notices contain required information, such as the earliest and latest disconnection date, the acceptable forms of payment and information about our Residential Arrears Management program. For complete details on this and all of our policies, please see our Conditions of Service.

 

 Step  Action          Timelines
 1. Payment Due 20 days after bill issue date
 2. ** Account Overdue Notice 5 days after due date
 3. ** Disconnection Notice Hand Delivered to Location 7 days after reminder notice
 4. 48 Hour Phone Call 12 days after door hanger is issued (48 hours prior to disconnection date)
 5. Service Disconnection

Disconnection can occur within the timeframe outlined on your disconnection notice

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.

** We make every reasonable effort to contact the customer and work out an acceptable payment arrangement after the bill becomes due.

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.