Coronavirus COVID-19 FAQ
Updated April 2, 2020
How will my electricity and water services be affected?
ENWIN is prepared for local impact from Coronavirus COVID-19. Pandemic Contingency plans are being continuously reviewed to maintain business and services to the highest possible level. We continue to evaluate our plan, making necessary updates to support the health and safety needs of our employees, as well as the electricity and water requirements of our customers.
We have the tools, technology, capacity and security measures in place to support the electricity and water requirements of our customers.
Why is the Ouellette Office Building closed? How can I get help from ENWIN’s Customer Service Centre?
ENWIN is asking the public to refrain from visiting the business office at 787 Ouellette Avenue, as part of our effort to help curb the impact of COVID-19. The ENWIN Customer Service Call Centre can be reached at 519-255-2727 and will continue to serve customers, as usual during business hours, with the exception of personal visits to the office, which have been curtailed for the duration of the high-risk pandemic period.
What account services are available to me that I can access from home?
Customers are reminded that there are many alternative ways to pay bills, and track billing account information, including e-billing (available through myENWIN — customers can sign up at my.enwin.com). Other payment methods include mail, online banking, and payment through your financial institution.
Click here for a list of all our payment options.
What if I need someone to come into my home for my water or hydro service?
At this time, we request only emergency issues about your services be requested. We will also be screening you and your household for risk to our employees at the time of making the appointment as well as when the technician arrives. If we must enter your home, we request everyone maintains appropriate social distancing and we may be wearing protective equipment. We will work as efficiently as possible to return your service to normal and appreciate your support and understanding.
I can’t pay my electricity bill. Will my electricity service be disconnected?
No. The Ontario Energy Board (OEB) has extended the provincially-mandated moratorium on residential disconnection for non-payment until July 31, 2020. Low-volume consumers, such as small businesses, who annually use less than 150,000 kilowatt hours will now also be protected by the ban. ENWIN will continue to issue late notices to customers who fall behind in their obligations, but will not send disconnection notices, make 48-hour disconnect calls or disconnect residential or low-volume consumers. We will work with customers to provide flexible payment arrangements. We encourage customers experiencing payment difficulties to also seek support through the Low Income Energy Assistance Program and the Ontario Electricity Support Program.
Will I be charged interest if my payments are late or I'm unable to pay?
No. ENWIN announced on April 1 that the company is extended the following offer of help. For bills produced starting April 1 and continuing until June 30, ENWIN will temporarily cease charging interest on unpaid accounts, for a period of 90 days. This measure is in addition to offering flexible payment options for those customers experiencing financial hardship during this unprecedented time.
What about Time-of-Use Rates?
On March 24, 2020, the Government of Ontario is providing immediate electricity rate relief for families, small businesses and farms paying time-of-use (TOU) rates for 45 days. For a 45-day period, the government is working to suspend time-of-use electricity rates, holding electricity prices to the off-peak rate of 10.1 cents-per-kilowatt-hour. This reduced price will be available 24 hours per day, seven days a week to all time-of-use customers, who make up the majority of electricity consumers in the province.
Click here for more information.
I can’t pay my water bill. Will my water service be shut-off?
No. Until further notice, the utility will cease to disconnect residential services for non-payment, and reconnect those services that have been recently disconnected. ENWIN will continue to issue late notices to customers who fall behind in their obligations, but will not send disconnection notices or disconnect residential services until further notice. In addition, ENWIN will temporarily cease charging interest on unpaid accounts, for a period of 90 days for bills produced starting April 1 and continuing until June 30.
My water service was shut-off and has recently been reconnected. Why?
Running water for hand-washing is critical to slowing the spread of the COVID-19. In response to this directive from public health officials, ENWIN has instituted this reconnection program to ensure water is available at these previously disconnected services.
My ENWIN bill includes City of Windsor wastewater charges. Will interest be charged on these if I am unable to pay?
No. As approved by Windsor City Council on April 1, ENWIN will not charge interest on unpaid wastewater accounts, for a period of 90 days for bills produced starting April 1 and continuing until June 30.
How is Coronavirus COVID-19 impacting ENWIN staffing?
Pandemic Contingency plans are being continuously reviewed to maintain business and services to the highest possible level. These plans include alternative work arrangements, should they prove necessary. As directed by public health officials, ENWIN is encouraging employees with symptoms of COVID-19, or who have advised us of other risk factors such as recent travel, to self-isolate.
What will happen if there’s a power outage?
ENWIN’s Hydro Operations Control Centre remains online and crews are on the job. ENWIN has the tools, technology, capacity and security measures in place to support the electricity requirements of our customers. At this time, there is no impact to the services customers receive from our hydro division.
Is my water safe to drink?
Our water remains safe for customers to drink. The Water Research Foundation has provided reassurance that the standard treatment methods employed at the A.H. Weeks Water Treatment Plant for the drinking water system serving Windsor, LaSalle and Tecumseh are sufficient to ensure there is no COVID-19 in our water. Our water treatment methods have been tested to the highest possible standards.
What are you doing about Time-Of-Use pricing and its impact on people who are now home during the day observing public health officials’ directive of social distancing?
ENWIN in conjunction with other utilities from across Ontario has advised our regulator and the Ministry of Energy and Mines of this public concern. Time-of-Use prices are regulated by the Ontario Energy Board (OEB) and we need direction by the Provincial government and the OEB to make any change. ENWIN does not set electricity rates in Ontario. More information about electricity rates and rate period is available on the OEB’s website.
If I have an electricity or water emergency, who do I call?
To report water and electricity emergencies 24 hours a day, 7 days a week, call 519-255-2727. If you feel your safety is at risk, call 911.
I have more questions and would like to speak to someone at ENWIN.
ENWIN will continue work to support our customers during this difficult time and we encourage those who have account or general questions to contact us by email at firstname.lastname@example.org or by calling our Customer Service Call Centre at 519-255-2727.