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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: August 31, 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

The suspension of late payment fees and utility disconnects that was in effect due to COVID-19 ended on July 31, 2020. We have sent notices to all customers who are in arrears on their account to discuss payment arrangements with them. If your account is in arrears and you have not received a notice from us by August 8, 2020, please contact us to discuss arrangements and update your contact information.

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.

Apply for the COVID-19 Energy Assistance Program (CEAP)

Residential customers, small businesses and registered charities can apply for the Government of Ontario's COVID-19 Energy Assistance Program (CEAP) to support customers struggling to pay their energy bills as a result of the COVID-19 emergency.

CEAP provides a one time, on-bill credit to eligible electricity and natural gas customers to help them catch up on their energy bills and resume regular payments. Customers can receive a CEAP credit once for electricity and once for gas.

Funding for the program is limited. EPCOR has been allocated a certain amount from the Government of Ontario based on our customer base and is expected to process applications in the order in which they are received. Submitting an application for CEAP does not guarantee funding.

Find out if you qualify and how to apply.

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.