​We'll 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 honoured 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.
