Reminder of Disconnection Rules - Know Your Rights!
Monday, Mar. 13, 2017
In view of the onset of winter weather and rising electricity costs across the province,
It is important to you, as a customer, that you understand the rules and your rights, with regard to electricity disconnection.
Local utilities are required to:
- Make every effort to contact the customer by phone or in person at least 48 hours before the date of disconnection
- Offer repayment options to customers with outstanding accounts
- Reconnect customers within 2 business days of receiving a payment, or of the consumer entering into a repayment arrangement.
It is your right as a customer to:
- Receive information about payment options;
- Remain connected, if you agree to a repayment arrangement and follow that arrangement;
Low-income customers may be eligible for special rules. Please ask our customer service representatives about:
- The right to request equalized billing without paying by automatic withdrawal;
- Suspension of a disconnection process for 21 days, once the utility has been advised that a customer may be eligible for emergency financial assistance; and,
- A customer that has agreed to a repayment plan has more time to pay outstanding balances to the utility.
Help is available for low-income consumers through programs including:
- Ontario Electricity Support Program, which is now helping 163,500 low-income Ontarians pay their electricity bills;
- Low-Income Energy Assistance Program (LEAP), which provides emergency financial assistance to help pay overdue electricity bills;
Consumers can learn about OEB programs and regulations at OntarioEnergyBoard.ca/BillHelp.
Consumers can contact the OEB at 1-877-632-2727 or visit the OEB website at www.ontarioenergyboard.ca