Now that the winter months are behind us, the moratorium preventing utilities from disconnecting electricity customers during the cold season has come to an end.
But that doesn’t mean utilities can just start disconnecting customers willy-nilly and the Ontario Energy Board (OEB) is reminding them of their responsibilities under the law and reminding customers of their rights.
"We expect utilities to make every effort to help consumers, at risk of disconnection, stay connected,” said Brian Hewson, vice-president, consumer protection and industry performance. “There are a number of rules in place to protect consumers and we want consumers to be aware of these rules, their rights and how to get help if they need it.”
Back in January, the OEB issued a letter to all Ontario electricity utilities, reminding them of the rules when it comes to disconnections. At the time, Hewson told utilities he expects they “will ensure that the rules on disconnections and reconnections are strictly followed.”
So what are those rules exactly?
For one, customers facing disconnection must be given advance notice that they are at risk of losing service. What’s more, they must be offered repayment options in order to keep the power flowing.
“Customers cannot be disconnected if they agree to a repayment arrangement and follow that arrangement,” Hewson said in a release issued this week.
Customers must be contacted by phone or in person at least 48 hours before their disconnection date and must have their power restored within two business days of the utility receiving payment.
There are special rules in place as well for low-income customers, including the right to request equalized billing and a longer repayment plan. If a customer may be eligible for emergency financial assistance, a utility must suspend the disconnection process for 21 days once it’s been advised of a customer’s eligibility.
As of May 1, the Ontario Electricity Support Program (OESP) also comes into effect. What this means is support for low-income customers is increased by 50 per cent and eligibility rules have been altered to allow more people to take advantage of it.
The OESP increase means an additional $180 to $300 per year for households in monthly, on-bill OESP credits, depending on their size and annual income.
Consumers already enrolled in the program will automatically receive a credit adjustment.
Others can check to see if they are eligible for assistance under the new program at OntarioElectricitysSupport.ca.
More tips for staying connected:
Check The Service Rules: Utilities have to follow special rules that give qualifying low-income households even more protection, such as waiving security deposits and allowing longer payment times under arrears payment plans. More information on the OEB’s disconnection rules is available here.
Get Help Paying Your Bill: Your utility has to give you an opportunity to go on an arrears payment plan. The payment plan gives you extra time to pay your overdue bills. Contact your utility to learn more.
Apply For Additional Support: The OEB has support programs in place to help you in an emergency, or on an ongoing basis.
The Low-income Energy Assistance program (LEAP) is an emergency, one time, financial assistance program for qualifying low-income customers who are facing disconnection. Those who qualify may receive up to $500 for each of their natural gas and electricity bills; up to $600 if the home is electrically heated. Click here to find out more.
The OESP provides a monthly on-bill credit to reduce the electricity bill for qualifying low-income customers. Currently, credits range from $35-$75 per month. Consumers who live in homes that are electrically heated, or who rely on certain medical devices requiring a lot of power, qualify for a higher level of OESP assistance ranging from $52-$113 per month. Indigenous consumers also qualify for a higher level of assistance. Click here for more info.
Improve Your Home’s Energy Efficiency: Ontario residents can access a variety of coupons and programs through the Save On Energy programs specifically designed to improve the energy efficiency of your home. Your utility can provide more details about Save On Energy programs in your area.
