Coronavirus COVID-19 FAQ

Updated January 20, 2022


How will my electricity and water services be affected?

ENWIN has adapted to the local impact from Coronavirus COVID-19. Pandemic Contingency plans continue to be reviewed to maintain business and services to the highest possible level. We will continue to evaluate our practices, 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 info@enwin.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?

Currently residential electricity services are within a winter moratorium until April 30th, 2022 and therefore will not be disconnected during this time.   For a further list of programs that may be able to assist you, please visit our financial assistance page for more information.

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 info@enwin.com or by calling our Customer Service Call Centre at 519-255-2727.


Are programs available to help small business owners pay their electricity bill?

The Ontario government is providing targeted relief for businesses and individuals impacted by current public health measures. As part of this plan, the government is introducing a Ontario COVID-19 Small Business Relief Grant of $10,000 for eligible businesses that are subject to closures under the modified Step Two of the Roadmap to Reopen. It is also providing additional electricity-rate relief for businesses, workers and families, spending more time at home.

For further information on the Ontario COVID-19 Small Business Relief Grant, as well as other programs, please visit our business financial assistance page.  


What about Time-of-Use Rates?

With the recent developments regarding COVID-19 restrictions, it was announced that the Ontario Energy Board (OEB) will set electricity rates at the off-peak price of 8.2¢/kWh, 24 hours per day from January 18-February 7, 2022. Households, farms and small businesses will pay the off-peak rate whether they normally pay time-of-use or tiered rates 

Q1. When does the round-the-clock off-peak rate come into effect?

The off-peak rate of 8.2 cents will start at 12:01 am on January 18, 2022 and be in place for 21 days, until end of day February 7.  

Q2. I just switched from Time-Of-Use rates to tiered pricing. How does that affect me?

All residential, small business and farm customers, known as Regulated Price Plan (RPP) customers, will receive the off-peak rate. This includes everyone on either time-of-use or tiered rates.

Q3. I’m having a hard time paying my bills, even with the off-peak rates. What can I do?

Your electricity will not be disconnected. There is a province-wide residential disconnection ban in place between November 15 and April 30 every year.

In addition to the off-peak price, you also receive the Ontario Electricity Rebate, which holds your total bill lower and ensures that the average bill increases by no more than 2 per cent per year.

For households that are struggling to pay their bills, there are several support programs. Details on these programs can be found at Ontario.ca/yourelectricitybill

Q4. What happens at the end of 21 days?

The off-peak price of 8.2 cents/kWh is set to be in place for 21 days, starting January 18. When this program expires, you will automatically switch back to whichever type of billing you had before – either Time-Of-Use (TOU) or tiered. TOU customers will still have the option of applying to their LDC to switch to tiered rates.

Q5: How much will customers save with this change? 

It is expected that customers will save approximately 13% on their bill. This amount is dependent on how much electricity is consumed, when it is consumed and what service territory the customer is located in.

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, click here.

For more information about your pricing options, visit www.oeb.ca/choice.


I can’t pay my water bill. Will my water service be shut-off?

Starting January 18th and for 21 days, residential water disconnections will be ceased.  Afterwards 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 info@enwin.com or by calling our Customer Service Call Centre at 519-255-2727.


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 info@enwin.com or by calling our Customer Service Call Centre at 519-255-2727.


Windsor-Essex County Health Unit Coronavirus COVID-19 Local Updates

Province of Ontario Coronavirus COVID-19 Updates

 

Government of Canada Coronavirus COVID-19 Updates