Billing Resolutions and Support

​We'll always work with you to find resolution in the case of a billing dispute. And if we're wrong, we'll fix it.

In the case of an error, please contact us as soon as it is discovered. Where billing errors have resulted in overbilling, the customer will be credited with the amount erroneously paid for a period of up to 6 years. Where billing errors have resulted in under-billing, the customer shall be charged with the amount erroneously not billed for a period of up to:

• 2 years, in the case of an individual residential customer who was not responsible for the error, and
• 6 years, in other cases.

If you haven't paid your bills

We disconnect an account for non-payment 45 days after the billing date and the customer hasn't honored our payment arrangement. If you're having difficulty paying on time, please contact us as soon as possible so we can work with you to find alternate payment schedules. We're also happy to direct you toward social agency assistance upon request.

Before that:

• An overdue notice is sent to the customer when an account is overdue 20 days from the billing date.
• Seven days after the initial notice, a disconnect notice will be issued to the customer.
• A disconnection notice is mailed out 19 days in advance of the disconnection.
• An EPCOR representative will contact the customer 2 days before disconnection.
• A hand-delivered notice is provided to the customer at the time of disconnection.

Reconnection charges

Reconnection charges of $85.00 each plus HST will be added to the account as applicable. Payment of the reconnection charge must be made before reconnection can occur and a security deposit or an increase to the existing security deposit may be required before reconnection of service is completed.

When media or social media are involved

Among other restrictions, the federal Personal Information Protection and Electronic Documents Act (PIPEDA) states we can't give your account information to media (or anyone else), unless you sign a privacy waiver.

In cases where we don't have a waiver, we can't provide information about your situation. That's why we may not publicly respond to your social media post. Instead, we work to ensure you're able to get in direct contact with us.

There are often two sides to a story, and unless you agree to sign a privacy waiver, we won't provide your confidential information, regardless of the issue or media attention.

We respect your privacy

We adhere strictly to EPCOR's Privacy Policy, which follows the provincial Personal Information Protection and Electronic Documents Act (PIPEDA). Your account with EPCOR contains private information about you, including your address, phone number, current balance and payment details. Obviously, this kind of information isn't something that should be shared with the public. We understand that; after all, we're utility customers just like you. We do not share our account information with any third-party, unless required by law.

Billing Resolutions​

We'll always work with you to find resolution in the case of a billing dispute. And if we're wrong, we'll fix it. 

We make sure we're compliant with the rules of the Ontario Energy Board. Typically, we disconnect an account for non-payment 40 days after the account is past due and the customer hasn't honored our payment arrangement.

If you're having difficulty paying on time, please contact us as soon as possible so we can work with you to find alternate payment schedules. We're also happy to direct you toward social agency assistance upon request. There are special programs available for low-income customers.

If you haven't paid your bills

Because it's important that every ratepayer pay for the services they've used, we have to take action when someone isn't paying their bill. We only cut off power service when we've exhausted all other attempts at resolution and we've given advanced warning by phone/email or written notice.

Before that:

• You'll receive a minimum of 3 warnings with options for payment arrangements before services are disconnected.
• We'll send you an overdue notice.
• If a payment isn't made, we'll send you a formal 14 day notice of disconnection.
• If we still don't hear from you, we'll use the information we have on file to attempt to contact you 48 hours before disconnection (phone/email/written). 

Please make sure we have your current contact information on file to avoid any service interruption. 

Winter rules

The Ontario Energy Board prohibits any utility from shutting off power at residential sites between November 15 and May 1.

De-energizing sites in the winter

During Winter Rules, for safety reasons, we won't fully disconnect power at a residential site. If a customer would like to pursue a full disconnect of power when the above conditions are in effect, they must request a salvage to remove the meter at the residential site. For more information, please call (705) 445-1800.

Connecting with you before Winter Rules begin

Prior to winter rules, we send letters to customers whose service is turned off and are either:

• Still disconnected
• Paid up on their past-due, but haven't contacted us to reconnect service

If you receive one of these letters, please contact us as soon as possible so we can work with you to reconnect service. If we don't hear from you, we'll also try calling you to arrange for payment and reconnection.

If we're unable to contact you by phone and your site is disconnected but you paid your past-due balance, we'll arrange for a visit to the site to verify if power needs to be restored. Letters will be left at these customer locations if there is no one present. 

Meter Disputes

If your energy usage is not consistent with what you expected, please contact our office, or log in to your Customer Connect to investigate further. 

Our meters are verified as per measurement Canada standards but you do have the right to file a complaint with Measurement Canada if you think you've received an inaccurate measurement. If the meter is determined to be inaccurate, we'll correct your bill.  If the meter is confirmed to be accurate, you will be subject to a service charge. 

We respect your privacy

We adhere strictly to EPCOR's Privacy Policy, which follows the provincial Personal Information Protection and Electronic Documents Act (PIDEDA). Your account with EPCOR contains private information about you, including your address, phone number, current balance and payment details. Obviously, this kind of information isn't something that should be shared. We understand that; after all, we're utility customers just like you. We do not share our account information with any third-party, unless required by law.

When media or social media are involved

Among other restrictions, Ontario's Personal Information Protection and Electronic Documents Act states we can't give your account information to media (or anyone else), unless you sign a privacy waiver.

In cases where we don't have a waiver, we can't provide information about your situation. That's why we may not publicly respond to your Tweet or social media post. Instead, we work to ensure you're able to get in direct contact with us.

There are often two sides to a story, and unless you agree to sign a privacy waiver, we won't provide your confidential information, regardless of the issue or media attention.

Billing support and resolutions

At EPCOR, we are always willing to work with our customers who are experiencing difficulties with their bill. If you need support with your bills, we encourage you to reach out to our Customer Care team. We’re available to review your bill with you and offer options to help you manage your account. In the case of a billing dispute, if we're wrong, we'll fix it.

If you are having trouble paying your bills

If you're having difficulty paying your utility bill on time, we encourage you to contact us as soon as possible. Our team is here to help. We will work with you to find payment arrangements that work for you, and we can direct you towards other financial support available.

When power or water service gets disconnected

It’s important that every customer pay for the services they've used. When someone isn’t paying their bill, or working with us on an alternate payment schedule, we must take action. Power or water service will only get disconnected when we've exhausted all other attempts at resolution, and we've given advanced warning by phone or written notice.

If you have received a payment reminder or disconnection notice, you can get caught up with a one-time credit card payment or call us at 310-4300 to make immediate payment arrangements. If your power or water service has been disconnected, contact us to make a payment and to arrange to have your service reconnected.

Billing support and resolutions

At EPCOR, we are always willing to work with our customers who are experiencing difficulties with their bill. If you need support with your bills, we encourage you to reach out to our Customer Care team. We’re available to review your bill with you and offer options to help you manage your account. In the case of a billing dispute, if we're wrong, we'll fix it.

If you are having trouble paying your bills

If you're having difficulty paying your utility bill on time, we encourage you to contact us as soon as possible. Our team is here to help. We will work with you to find payment arrangements that work for you, and we can direct you towards other financial support available.

When power service gets disconnected

It’s important that every customer pay for the services they've used. When someone isn’t paying their bill, or working with us on an alternate payment schedule, we must take action. Power service will only get disconnected when we've exhausted all other attempts at resolution, and we've given advanced warning by phone or written notice.

If you have received a payment reminder or disconnection notice, you can get caught up with a one-time credit card payment or call us at 310-4300 to make immediate payment arrangements. If your power has been disconnected, contact us to make a payment and to arrange to have your service reconnected.

We respect your privacy

We adhere strictly to EPCOR's Privacy Policy, which follows the provincial Personal Information Protection Act (PIPA).

Your account with EPCOR contains private information about you, including your address, phone number, current balance and payment details. Obviously, this kind of information isn't something that should be shared with the public. We understand that; after all, we're utility customers just like you. We do not share our account information with any third-party, unless required by law.

When media or social media are involved

Among other restrictions, Alberta's Personal Information Protection Act states we can't give your account information to media (or anyone else), unless you sign a privacy waiver.

In cases where we don't have a privacy waiver, we can't provide information about your situation. That's why we may not publicly respond to your Tweet or social media post. Instead, we work to ensure you're able to get in direct contact with us.

There are often two sides to a story, and unless you agree to sign a privacy waiver, we won't provide your confidential information, regardless of the issue or media attention.

We'll always work with you to find resolution in the case of a billing dispute. And if we're wrong, we'll fix it.

In the case of an error, please contact us as soon as it is discovered. Where billing errors have resulted in overbilling, the customer will be credited with the amount erroneously paid for a period of up to 6 years. Where billing errors have resulted in under-billing, the customer shall be charged with the amount erroneously not billed for a period of up to:

• 2 years, in the case of an individual residential customer who was not responsible for the error, and
• 6 years, in other cases.

If you haven't paid your bills

We disconnect an account for non-payment 45 days after the billing date and the customer hasn't honored our payment arrangement. If you're having difficulty paying on time, please contact us as soon as possible so we can work with you to find alternate payment schedules. We're also happy to direct you toward social agency assistance upon request.

Before that:

• A disconnection notice is mailed out 12 days in advance of the disconnection.
• An EPCOR representative will contact the customer 2 days before disconnection.
• A hand-delivered notice is provided to the customer at the time of disconnection.

Reconnection charges

Reconnection charges of $85.00 each plus HST will be added to the account as applicable. Payment of the reconnection charge must be made before reconnection can occur and a security deposit or an increase to the existing security deposit may be required before reconnection of service is completed.

When media or social media are involved

Among other restrictions, the federal Personal Information Protection and Electronic Documents Act (PIPEDA) states we can't give your account information to media (or anyone else), unless you sign a privacy waiver.

In cases where we don't have a waiver, we can't provide information about your situation. That's why we may not publicly respond to your social media post. Instead, we work to ensure you're able to get in direct contact with us.

There are often two sides to a story, and unless you agree to sign a privacy waiver, we won't provide your confidential information, regardless of the issue or media attention.

We respect your privacy

We adhere strictly to EPCOR's Privacy Policy, which follows the provincial Personal Information Protection and Electronic Documents Act (PIPEDA). Your account with EPCOR contains private information about you, including your address, phone number, current balance and payment details. Obviously, this kind of information isn't something that should be shared with the public. We understand that; after all, we're utility customers just like you. We do not share our account information with any third-party, unless required by law.

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