Our team continues to deliver safe and reliable electricity to your homes and businesses during this difficult situation. We realize families and businesses may be facing financial difficulties, and we’re committed to providing some security to help manage your bills.  

Keeping You Informed

A Message from Ian Miles, President and CEO

We continue to monitor the situation closely and will implement new measures as the situation progresses.

New developments or updates will be updated on this page, shared on our Newsroom and posted on Twitter and Facebook.

Payment Assistance

Customers may request flexible payment arrangements in order to allow more time to pay outstanding balances on their account, if needed. 

Our office is currently closed to ensure the safe, physical distancing of our team, but we are available to discuss payment assistance: 

• Online: Contact Customer Care
• Phone: 519-621-3530, 519-442-2215 or toll-free 1-877-871-2215
  (Weekdays from 8:30 a.m. and 4:30 p.m. (excluding statutory holidays) 
• Note: We are experiencing an increased amount of customer inquiries. Therefore you may have a longer wait time than usual on our telephone lines. Thank you in advance for your patience.

We encourage customers to be prepared in case they are unable to pick up mail due to self-isolation, illness, or if there is a delay in postal service.  Paperless Billing and/or Pre-Authorized Payments are proactive and convenient options to help customers stay on track with monthly bills. Sign up today!

Disconnections for Non-Payments Suspended

As part of our ongoing commitment to customers during the COVID-19 pandemic, we'll be extending the current suspension of electricity disconnections for non-payments, so residential and small business customers don’t have to worry about being without electricity during this time.

• On March 19, 2020, the Ontario Energy Board announced that effective immediately the provincial winter disconnection ban for residential customers for non-payment, scheduled to end on April 30, 2020, is to be extended by an additional three months (July 31, 2020)
• The OEB is also extending the disconnection ban to include all other low-volume customers, such as small business customers for reason of non-payment until  July 31, 2020.

Late Payment Charges Waived

Late payment charges will be waived on electricity usage billed effective April 1, 2020, until further notice.

Electricity Support Programs

Electricity Support Programs are available to customers that may need help managing electricity costs.

• The Low-Income Energy Assistance Program (LEAP), which provides emergency financial relief to eligible low-income customers to avoid having their service disconnected.
• The Ontario Electricity Support Program (OESP), which enables eligible low-income customers to receive a fixed monthly credit on their electricity bills.

Time-of-Use Periods

The Government of Ontario is providing temporary emergency relief to support Ontarians impacted by the global COVID-19 outbreak. As of Tuesday, March 24, 2020, households, farms and small businesses who pay Time-of-Use electricity rates will be charged off-peak rates 10.1 cents/kWh, 24 hours a day, seven days a week, until May 31, 2020.

Electricity used before March 24 won't show the 24/7 off peak rate of 10.1 cents kWh. The 24/7 off-peak rate will be reflected on bills for electricity used starting March 24th onward. More details are available at Ontario Energy Board website www.oeb.ca.