myENWIN and Paperless Billing

ENWIN shares the Ontario Energy Board's (OEB’s) commitment to protecting customers, and will ensure that the rules on disconnections and reconnections are strictly followed.  ENWIN routinely works with customers to arrange OEB-prescribed payment plans. 

To help customers, ENWIN is offering some tips on bill management and bill payment options:

1. ENWIN will provide an overdue notice approximately one week after the due date on your bill to encourage customers to take action.  This notice includes detailed information you need to know about bill payment. 
2. Payment arrangements, equal billing plans and conservation programs are just some of the ways ENWIN can help you. Information is available on our Financial Assistance page, or by calling ENWIN's Customer Service Call Centre at 519-255-2727.
3. At times when disconnections are permitted, ENWIN provides at least 14 days’ notice before disconnection. If a customer does not take action, we will reach out again, to offer customers another 48 hours in which to respond.
4. Additional help is available through programs such as the Ontario Electricity Support Program (OESP) or the Low-Income Energy Assistance Program (LEAP).
5. Customer rights and responsibilities are posted on the Ontario Energy Board website. 

Please make sure we have the most up-to-date customer contact information on file, so ENWIN can contact you, when necessary.

Consumers can visit the OEB's programs and regulations page to learn more. ENWIN's Customer Service Call Centre is open 8:30 a.m. to 4:30 p.m., Monday to Friday at 519-255-2727.

How does your money get distributed to the charges on your Bill?

In accordance with the Bill Issuance and Payment section 2.6 of the Ontario Energy Board’s Distribution System Code (DSC), if a bill includes charges other than electricity charges, payments must go first to pay the electricity portion of the bill.  This means ENWIN must allocate your payments against current and overdue electricity charges before applying funds to overdue water and sewer charges. 

If an invoice has been generated and is enroute to you, electric charges on this new bill will take priority over overdue water and sewer amounts. This is even if you have not yet received this new statement.  This means that if you attempt to pay off overdue water and sewer amounts by making a payment to your account, you may be unknowingly applying funds to your next electricity bill.

To avoid this issue, ENWIN has developed a solution to allow you make a payment directly towards your water and sewer balance. 

How to make a direct payment toward your Water & Sewer charges?

If you wish to have your payment allocated to pay overdue water & sewer charges, this option can only be completed through your financial institution. To do this, an additional and new payee must be created with your financial institution for ENWIN Utilities Ltd.

When entering this new payee, the first 0 of your 10-digit account number must be replaced with a 9 (i.e. 90xxxxx-xx).  For example, if your account number is 00123456-01 and you have $50 in overdue electric and $100 in overdue water & sewer charges, you may make a $50 payment towards account 00123456-01 and a $100 payment towards 90123456-01.

Please note: It is strongly recommended that a keyword such as “ENWIN Water/Sewer” be added to this payee as a reminder that payments made in this way will only go towards water and sewer balances. 

Payments cannot be reallocated between services once posted.  For assistance in creating a new payee or adding a keyword, please contact your financial institution.

As a reminder, if you are paying your bills by your designated due date, you can continue to apply all payments to your regular account number.