Frequently Asked Questions

Below are some commonly asked questions from our customers that we have included to help keep you informed. To see the answer to a specific question on this list, please click on the question. For full answers, please scroll down the page.

What does the electricity charge on my bill include?

The electricity charge on your bill is the amount charged by the power generator, for all of the electricity that you used. By law EnWin Utilities is not allowed to mark up the price of this charge.

What is the Debt Retirement Charge?

This 0.7¢/kWh charge is set by the Ontario Ministry of Finance to pay down the remaining debt of the former Ontario Hydro. The Debt Retirement Charge was removed for certain residential consumption after Dec. 31, 2015.

What is the Distribution Charge?

The distribution charge on your bill is the cost for EnWin Utilities to distribute electricity to your home or business through our network of power lines.

What is the Loss Factor?

When we are delivering electricity from the power generator to your home or business, some of the electricity is lost. For example, if you need 750 kWh for a month, we have to deliver around 782 kWh to ensure that you receive the total amount you require.

Why are there all of these new charges on my bill?

Most of the charges that you see on your bill are in fact not new, they have always been there, just not as separate entities. In 1998, Bill 35 - the Electricity Competition Act was passed and requires that EnWin Utilities separate each charge on your monthly electricity bill.

Is there any way to level out my payments for the year?

Yes! At EnWin Utilities, we have an Equal Payment Plan (EPP) in place to allow you to level out your monthly payments for the year. We will look at your last 12 months consumption and find the average monthly amount you paid to figure out how much you will pay each month.

I'm interested in signing up for the Equal Payment Plan, but would like to know what my monthly payment would be ahead of time, is this possible?

Yes it is. Simply call 519-255-2727 and speak to any customer service representative to discuss the Equal Payment Plan. They will be happy to give you an estimate of what your monthly payment would be if you signed up for the plan.

I don't like mailing in my payment each month, is there another way that I can pay my bills?

Yes. You can fill out a pre-authorized payment form which will authorize EnWin Utilities to automatically withdraw the amount from your bank account each month. This way you don't have to worry about forgetting to pay your bill or overdue charges. Would you like to sign up to have pre-authorized payment? Click here to download the appropriate form (PDF).

If you don't want to sign up for the pre-authorized payment plan, you can also go to your bank and pay your bill through a teller or any automated banking machine. Or you can use phone or internet banking to pay your bill.

It seems as though my bills are a waste of paper, I pay them and then throw them away. Do I have to receive my bill in paper form?

If you don't need a paper version of your bill each month, you can sign up for our paperless billing option via ePost. Click here to sign up now.

How can I submit my Meter Readings?

EnWin Utilities has a convenient way for you to submit meter readings. Simply click here and fill out our online form.

Do I have to pay my bills monthly? Can't I wait a longer period before paying?

EnWin Utilities has a monthly billing cycle, and therefore must receive payment by the due date. If you know ahead of time that you are going to have trouble paying a bill, please contact us immediately so that we can make arrangements with you.

If I open a new Account with EnWin Utilities is there a mandatory security deposit?

EnWin Utilities currently does not require a security deposit for new residential accounts.

Who are these retailers coming to my door, do they work with EnWin Utilities?

On May 1st, 2002, Ontario's electricity market opened to competition. EnWin Utilities chose not to participate in the retail business, and continued to use the standard supply service rate, a fixed price set by legislation. The retailers coming to your door offer contracts for wholesale electricity as well as other products and services that they sell to customers with added incentives. It is important to know what you are signing up for before making any final decisions on a retailer. If you are thinking about signing with an electricity retailer, be sure you have the following information:

  • Does the retailer have a valid license from the OEB to be selling electricity. If they don't have the license on them, be sure to check online on the Ontario Energy Board's website.
  • Ask about the company's background and their specific experience with selling electricity.
  • Be sure to find out the rate they will be charging, and compare it to your current rate.
  • Understand the terms and conditions of the contract, and be sure you know exactly how long the contract is.
  • Find out their cancellation policy, if you decide to get out of the contract will there be any cancellation fees? Are you locked in for a certain period of time before you can cancel, if so, how long?
  • In your contract does the price ever change, or is it a fixed rate over the entire contract. If it does change find out when and by how much.

Is the rate you pay through an Electricity Retailer Regulated?

The price that electricity retailers have on their contracts is the price that you pay no matter what happens to the actual cost of electricity (increase or decrease). The price they charge is not regulated by the OEB. EnWin Utilities rates are monitored by the OEB. We charge the standard supply service rate which is based on an annual price forecast. When the forecasted term is over, the forecasted price and the actual price are compared and adjustments are made accordingly.

Will I save money by switching to an Electricity Retailer?

Predicting the future market price of electricity is very much like predicting a mortgage rate, nearly impossible. Retail companies offer a fixed rate over a fixed term, while charging a premium to cover any market risk. Deciding to go with a retailer is a personal decision. EnWin Utilities does not benefit financially from a customer's decision to stay with them or to change to a retail company instead.


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