Coronavirus COVID-19 FAQ
Updated October 13, 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 are ENWIN's business offices closed to the public? How can I get help from ENWIN’s Customer Service Centre?
ENWIN is asking the public to refrain from visiting our locations, 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 or through email at email@example.com 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.
Effective June 30, 2020, ENWIN and Windsor Utilities Commission business offices are now located at the utility's Operations Centre at 4545 Rhodes Drive.
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.
Download the ENWIN App for your smartphone or tablet.
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?
The Ontario Energy Board (OEB) extended the provincially-mandated moratorium on residential disconnection for non-payment until July 31, 2020. This moratorium has now expired. We will work with customers to provide flexible payment arrangements. We encourage customers experiencing payment difficulties to also seek support through the COVID-19 Energy Assistance Program (CEAP), Low Income Energy Assistance Program (LEAP) and the Ontario Electricity Support Program (OESP).
ENWIN will continue 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.
Will I be charged interest if my payments are late or I'm unable to pay?
ENWIN announced on April 1 that for bills produced starting April 1 and continuing until June 30, ENWIN would not charge interest on unpaid accounts, for a period of 90 days. This measure was in addition to offering flexible payment options for those customers experiencing financial hardship during this unprecedented time. The interest-free period has now expired.
Are there government programs available to help me pay my electricity bill?
The Government of Ontario is providing $9 million through the COVID-19 Energy Assistance Program (CEAP) to support eligible residential customers struggling to pay their energy bills as a result of COVID-19. CEAP is delivered directly by electricity and natural gas utilities and unit sub-meter providers, further to rules laid out by the Ontario Energy Board. CEAP provides a one time, on-bill credit to eligible residential electricity and natural gas customers to help them catch up on their energy bills and resume regular payments. Eligible customers can submit an application. For further details regarding eligibility and how to apply, visit oeb.ca/ceap.
Are programs available to help small business owners pay their electricity bill?
The government also announced $8 million for the COVID-19 Energy Assistance Program for Small Business (CEAP-SB) to help small businesses that are struggling to pay their energy bills as a result of the COVID-19 emergency.
Small businesses and registered charities can apply for financial support under the COVID-19 Energy Assistance Program for Small Business (CEAP-SB) if they are eligible for the program. Eligible small business or registered charity customers can submit an application.
Please visit https://www.oeb.ca for more information.
What about Time-of-Use Rates?
The Government of Ontario has introduced a COVID-19 Recovery Rate of 12.8¢/kWh for all time-of-use (TOU) electricity customers, to support Ontarians through the restart of the economy. Households, farms and small businesses who pay time-of-use electricity rates will be charged this fixed rate 24 hours a day, seven days a week, effective June 1, 2020.
This rate will be automatically reflected on TOU customers’ electricity bills for all three TOU periods, 24 hours a day, seven days a week, and is intended to be in place until October 31, 2020.
Click here for COVID-19 Recovery Rate information from the Ontario Energy Board and Government of Ontario.
This TOU rate adjustment follows previous adjustments from the Government of Ontario. On March 24, 2020, the Government of Ontario announced immediate electricity rate relief for those paying time-of-use (TOU) rates for 45 days. On May 6, 2020, they announced the extension of this emergency electricity rate relief until May 31, 2020, during the COVID-19 outbreak, under the Emergency Management and Civil Protection Act.
Customer Choice - November 1, 2020
If you’re a residential or small business customer that pays Time-of-Use (TOU) electricity prices, you can now choose to switch to Tiered prices beginning November 1, 2020. With TOU, the price you pay depends on when you use electricity. With Tiered prices, you can use a certain amount of electricity each month at a lower price. Once that limit is exceeded, a higher price applies.
For electricity rates effective November 1, 2020, click here.
For more information about your pricing options, visit www.oeb.ca/choice.
What is the Government of Ontario doing regarding Deferral of Global Adjustment Charges?
Ontario is deferring a portion of Global Adjustment (GA) charges for industrial and commercial electricity consumers that do not participate in the Regulated Price Plan (RPP), starting from April 2020. For more information, click here for residential customers and click here for commercial/industrial customers.
I can’t pay my water bill. Will my water service be shut-off?
On March 17th, 2020, ENWIN announced that the utility would cease to disconnect residential services for non-payment, and reconnect disconnected services. This moratorium has now expired. 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 email@example.com or by calling our Customer Service Call Centre at 519-255-2727.
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?
As approved by Windsor City Council on April 1, ENWIN did 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.
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.
How can I help everybody stay safe?
ENWIN hydro and water crews continue to work in the field to ensure the safe delivery of electricity and water. For your safety and that of our employees, please stay clear of job sites. Please respect the recommendation of public health officials regarding physical distancing and ensure at least 2 metres (6 ft.) between yourself and our crews.
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.