Electricity and Natural Gas Disconnection in Ontario
If you’ve been wondering how energy disconnections in Ontario work, look no further. We’ve made a comprehensive post below detailing the rules surrounding energy disconnections in general, as well as the most frequently asked questions about hydro disconnects and natural gas disconnects in the province.
The main electricity disconnection rules in Ontario
Electricity disconnection: Below is a summary of the process that utilities must go through if electricity is to be disconnected for no payment.
Electricity utilities are required to give customers an “account overdue notice” seven calendar days before a disconnection notice is issued, and then give customers 14 calendar days’ notice before disconnecting them for non-payment.
Disconnection notices are considered to be received by the customer on the fifth calendar day after the date the utility printed the notice.
Utilities must disconnect a customer within 14 calendar days following the 14-day minimum notice period. After that, utilities must restart the disconnection process.
Utilities also must not disconnect a customer on a day when they are closed to the public to make payment and/or reconnection arrangements, or on the day before that day.
The main natural gas disconnection rules in Ontario
Below is a summary of the process that utilities must go through if natural gas is to be disconnected for no payment. Note that the below only applies to rate-regulated gas utilities.
Natural gas utilities are required to give customers an “account overdue notice” 7 calendar days before a disconnection notice is issued, and then give customers 14 calendar days’ notice before disconnecting them for non-payment.
Disconnection notices are considered to be received by the customer on the fifth calendar day after the date the utility printed the notice.
Utilities must disconnect a customer within 14 calendar days following the 14-day minimum notice period. After that, utilities must restart the disconnection process.
Utilities also must not disconnect a customer on a day when they are closed to the public to make payment and/or reconnection arrangements, or on the day before that day.
What about energy reconnection fees for natural gas and electricity?
Generally, your electricity or natural gas provider will charge you a fee to reconnect service. If you’re unable to pay this reconnection charge, the utility must offer you a reasonable payment arrangement following the reconnection. However, low-income customers do not have to pay this charge.
Can hydro be disconnected in Ontario during winter?
Consumers do not need to be worried about a hydro disconnection during the winter. The Ontario Energy Board has an electricity disconnection policy in place that places a ban on electricity disconnections during winter.
Electricity utilities and natural gas utilities are banned from disconnecting residential customers for non-payment from November 15 to April 30.
Can Enbridge disconnect gas during winter in Ontario?
As mentioned above, the new Ontario Energy Board customer service rules mean that there is a winter ban on both electricity and natural gas service disconnections between November 15 to April 30.
Special disconnection rules for low-income consumers
If you are having difficulties paying your natural gas or electricity bills, there are programs like Ontario Electricity Support Program (OESP) and Low-income Energy Assistance program (LEAP) that may be able to help provide electricity relief.
The OESP allows qualifying households to apply a monthly credit to their bills, lowering the price they have to pay. This credit is calculated based on two factors: the size of the household and the total household income. To learn more about the OESP program, you can read our post about it here.
Under the LEAP program, low-income customers can get up to $500 in emergency assistance for their electricity bills ($600 if your home is heated electrically) and $500 for their natural gas bills.
The assistance is only available for customers that are behind on their bill – or are in arrears – and may face having their service disconnected. You cannot receive more money than you owe on your bill.
You can use this chart to check if you are eligible for emergency financial assistance. Image source: Ontario Energy Board.
Below, we’ve listed special rules for low-income residents regarding electricity and natural gas services. Both electricity and natural gas utilities must adhere to the following rules when it comes to low-income consumers.
These special rules apply if you’ve received LEAP emergency financial assistance within the past two years, or if you are receiving assistance under the Ontario Electricity Support Program (OESP). If you qualify, you should let your local utility or unit sub-meter provider know that you want to take advantage of the special rules for low-income customers.
- Security Deposits – You may ask for your natural gas or electricity provider (or unit sub-meter provider) to waive your security deposit. You may also ask for a previously paid security deposit back as long as any outstanding arrears have been paid.
Security deposits that are returned may be returned as credit to your account with the utility if it’s less than your average monthly bill or as a cheque if the amount is greater than your average monthly bill.
- Billing Errors – If your electricity utility or natural gas utility made a mistake and overcharged you, they have to tell you. You will then have 10 days to request a cheque or they will apply the amount as a credit to your electricity or natural gas bill.
If the electricity utility or natural gas utility made a mistake and undercharged you, you will have to pay that money back. As an eligible low-income customer, you can pay the utility back over a longer period of time than other customers.
You can pay it back over the same time frame as you were under-charged, up to a maximum of 2 years.
Or you may pay it back over 10 months if you owe an amount less than twice your average monthly bill or 20 months if you owe an amount more than twice your average monthly bill.
- Disconnection Grace Period – If your LEAP intake agency notifies your electricity utility or unit sub-meter provider that you may be eligible for emergency financial assistance, they must suspend any disconnection process for a maximum of 21 days from the notification date.
- Arrears Payment Agreement – Eligible low-income customers that enter into an arrears payment agreement are allowed more time to pay outstanding balances to their electricity utility or unit sub-meter provider. Those time periods are:
- at least 8 months if you owe an amount less than twice your average monthly bill
- at least 12 months if you owe more than twice your average monthly bill but less than five times your average monthly bill
- at least 16 months if you owe more than 5 times your average monthly bill
- Your utility or unit sub-meter provider may also ask for a 10% down payment when you enter an arrears payment plan.
If you default on your arrears payment agreement or regular bill payment more than twice, your utility or unit sub-meter provider can cancel it.
- Reconnection Fee – If your power has been disconnected by your utility, you will not have to pay the reconnection fee. However, unit sub-meter providers are not required to waive reconnection fees.
