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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: June 3, 2020

 Beware of scam phone calls

We have received reports about suspicious phone calls claiming to be from EPCOR demanding personal information.

This is a scam. Customers should know that EPCOR does not call residents demanding personal information nor do we take sudden action on billing matters.

If you have any questions about your account, please call us. To report suspicious activity, please contact the Police Service.

Time-of-use at a fixed rate during COVID-19

In response to COVID-19, The Government of Ontario has introduced a fixed electricity price, known as the COVID-19 Recovery Rate, of 12.8 cents per kWh, which will be automatically applied to all time-of-use customers 24 hours a day, 7 days a week. This fixed electricity price will be in place from June 1 to October 31, 2020.

By introducing this new fixed rate, consumers will have greater flexibility to use electricity when they need it without paying on-peak and mid-peak prices.

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

Deferral of Global Adjustment charges

For customers who don't participate in the Regulated Price Plan, the Ontario government is deferring a portion of Global Adjustment (GA) charges. Starting April 2020, the GA rate has been set at $115 per megawatt-hour, which is roughly in line with the March 2020 value. Class A customers will receive the same percentage reduction in GA charges as Class B consumers.

The government intends to keep this relief in place through the end of June 2020, subject to necessary extensions and approvals to implement this initiative.

Eligible consumers will automatically see this relief reflected on their bills. Consumers who have already received their April bill should see an adjustment on a future bill.

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.