If you are behind on your bill, having difficulty paying your bill or anticipate future financial hardships, we encourage you to contact us as soon as possible to discuss payment options.
If you require financial assistance, you may be eligible for a number of Financial Support Programs.
Service disconnections are avoidable. When you are having difficulty, we are here to help with payment plans and support programs. No matter where you live in our service territory, you can expect a similar level of service based on a collection process that is regulated by the Ontario Energy Board.
The table below outlines the collection process, which begins after the bill’s due date.
Payments made at a financial institution (bank), whether in-person, online or by telephone banking, 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 your account is scheduled for disconnection due to non-payment, you must email proof of your payment to [email protected].
Your bill payment is due 23 days from the bill issue date. 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.
| Collection Action | Timeline |
| 1. Payment is due | 23 days after bill issue date |
| 2. Account overdue notice is issued | 4 days after due date |
| 3. Disconnection Notice/Door Hanger is hand delivered | 7 days after overdue notice |
| 4. 48-hour contact is attempted, by phone and email (where applicable) | 12 days after the door hanger is issued - within 48 hours of the scheduled disconnection date |
| 5. Service Disconnection | Disconnection can occur within the timeframe outlined on the hand delivered door hanger 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.
There is an OEB mandated Winter Disconnection Ban. Residential customers are protected from electricity and gas service disconnections for non-payment from November 15 to April 30.
Electricity and gas distributors can continue to charge you late payment fees on past due amounts during the winter disconnection ban period. Please stay in-touch with your utility and set up a payment plan.
If you are disconnected for non-payment between May 1 to November 14, a reconnection fee of $65 + HST will apply to your next bill, and you could be asked to pay a deposit. Reconnection fees are waived for designated low-income customers.
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.
Be informed. Read the Ontario Energy Board’s customer service rules for more details on the payment and disconnection process.
Consider creating your own My Account online access to stay on top of your bills and payments.
