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EPCOR has plans in place to manage disruptions or emergencies, and we are committed to providing reliable utility services to the communities that count on us. We continue to closely monitor the COVID-19 outbreak, and will provide further updates on customer service impacts.

Updated: March 25, 2020

Time-of-use rate suspended during COVID-19

In response to COVID-19, the Government of Ontario is providing a temporary 45-day emergency relief to support Ontarians. As a result, starting on Tuesday, March 24, 2020, residential and small business customers who pay time-of-use electricity rates will now be charged off-peak rates 24 hours a day, seven days a week.

Effectively, this means that customers will be paying the off-peak price throughout the day as long as the Emergency Order remains in place leading to increased savings on their upcoming electricity bills.

The off-peak pricing plan will apply automatically on your upcoming bills. We do not require any further action from customers.


Customer service and billing

Customers who expect to have difficulty paying their bills are encouraged to contact our Collingwood location at (705) 445-1800 or our Aylmer office at (519) 773-5321 to discuss payment arrangements.

You can count on your utility services during the COVID-19 pandemic

During winter months, we do not disconnect residential customers for non-payment. There are no residential utility disconnections being processed in our service territory, and this practice will continue until July 31, 2020 to provide further support during the pandemic. Customers can count on continuing to receive reliable utility services.

Also, no additional late payment fees will be applied from March 16 to July 31, 2020 on your EPCOR Ontario natural gas or electricity bill. It's important to note that we do send notices to customers who are in arrears on their account and some customers may receive notices that were mailed before the significant disruptions created by the COVID-19 pandemic.

In-person customer service is temporarily suspended

Ontario operations including Aylmer, Collingwood and Kincardine will no longer be offering counter service for bill payment or other in-person customer services.