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 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. 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.
- 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.
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
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.
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
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.