Disconnection and Safety


April 27, 2018

Information from the Ontario Energy Board

By Order and Decision of the Ontario Energy Board, the disconnection of residential consumers is banned from November 15, 2017 through April 30, 2018.  Please visit http://www.oeb.ca/industry for more information.

Information from the Electrical Safety Association

Residential customers should also be aware of the new ESA process for electrical inspections related to the OEB order to prohibit disconnection of residential customers:

  • If a home has been disconnected for more than six months, ESA is required to do an electrical inspection before power can be reconnected by the utility.This is to address electrical safety hazards that may have developed during that time, including serious fire or shock hazards.

Additional safety information is available on ESA's website at: https://www.esasafe.com/consumers/safety-and-security/power-reconnection.

Ongoing Disconnection Rules and Customer Rights

As previously required by the OEB, local utilities are still required to:

  • Make every effort to contact the customer by phone or in person at least 48 hours before the date of disconnection

  • Offer repayment options to customers with outstanding accounts

  • Reconnect customers within 2 business days of receiving a payment, or of the consumer entering into a repayment arrangement.

It is your right as a customer to:

  • Receive information about payment options;

  • Remain connected, if you agree to a repayment arrangement and follow that arrangement;

Low-income customers may be eligible for special rules. Please ask our customer service representatives about:

  • The right to request equalized billing without paying by automatic withdrawal;

  • Suspension of a disconnection process for 21 days, once the utility has been advised that a customer may be eligible for emergency financial assistance; and,

  • A customer that has agreed to a repayment plan has more time to pay outstanding balances to the utility.

Help is available for low-income consumers through programs including:

  • Ontario Electricity Support Program, which is now helping 163,500 low-income Ontarians pay their electricity bills;

  • Low-Income Energy Assistance Program (LEAP), which provides emergency financial assistance to help pay overdue electricity bills;

Consumers can learn about OEB programs and regulations at OntarioEnergyBoard.ca/BillHelp.

ENWIN shares the OEB's commitment to protecting our customers, and will ensure that the rules on disconnections and reconnections are strictly followed. Our Customer Service Centre is open 8:30 a.m. to 4:30 p.m., Monday to Friday. You can reach a Customer Service Representative by dialing 519-255-2727, or by emailing info@enwin.com.

Consumers can address questions and concerns by calling the OEB at 1-877-632-2727, or visiting the OEB website at www.ontarioenergyboard.ca.