Know the facts – there are special rules that apply to Electricity Companies and Sub-meter Providers.

There are special rules that apply to Utility Companies or Sub-meter providers. These special rules are for individuals living with low income challenges.

You can take advantage of (or qualify for) these special rules if:
– You’ve received LEAP emergency financial assistance within the past two years, or
– 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.

Special Rules Apply.

Electricity utilities and unit sub-meter providers have to follow special rules when dealing with low-income customers; for example, waiving security deposits and allowing longer payment times under arrears payment plans.

Security Deposits:

You can ask to have your security deposit waived by your electricity utility or unit sub-meter provider. 
– if you previously paid a security deposit you can ask to have it back (as long as any outstanding arrears have been paid).
When your security deposit is returned, it will either be:
– Credited to your account with the utility or unit sub-meter provider if
it’s less than your average monthly bill
– Refunded by cheque if it’s more than your average monthly bill

Billing Errors

If the electricity 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 bill.
If the electricity 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. Note: if you are a customer of a unit sub-meter provider, then the special rules regarding billing errors do not apply.
You have 2 options:
You can pay it back over the same time frame as you were under-charged, up to a maximum of 2 years. For example, if you were undercharged for 3 months, you have 3 months to pay back your utility.

Or you can pay it back over:
– 10 months if you owe an amount less than twice your average monthly bill
– 20 months if you owe an amount more than twice your average monthly bill

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 Fees

  • If your power has been disconnected by your utility, you will not have to pay the reconnection fee.

NOTE: Unit sub-meter providers are not required to waive reconnection fees.

Are you a resident of Bruce or Grey County and are looking to reduce your high energy costs? We can help!

Our Energy Assistance Pilot Project can help determine if you qualify for energy saving upgrades and programs.

To learn more, visit…/energy-assistance

Or contact Kim Williams, Outreach Coordinator for the Energy Assistance Pilot Project of the United Way of Bruce Grey at 1-800-794-1728 or