Frequently Asked Questions

Below are some commonly asked questions from our customers that we have included to help keep you informed.

To learn more please select a question from the list below or scroll down the page.

What does the electricity charge on my bill include?

This is the amount charged by the power generator for all the electricity you used. By law, we are not allowed to alter this charge.

What is the Debt Retirement Charge?

This 0.7¢/kWh charge is set by the Ontario Ministry of Finance to pay down the remaining debt of the former Ontario Hydro. The Debt Retirement Charge was removed for certain residential consumption after Dec. 31, 2015.

What is the Distribution Charge?

The distribution charge is the cost for ENWIN to distribute electricity to your home or business through our network of power lines.

What is the Loss Factor?

When electricity travels from the power generator to your home or business, some of the electricity is lost. For example, if you need 750 kWh for a month, we have to deliver around 782 kWh to ensure that you receive the amount you need.

Why are there all of these new charges on my bill?

Most of the charges are not new. They have always been there, just not shown separately. In 1998, Bill 35, the Electricity Competition Act, was passed. It requires that we separate each charge on your monthly electricity bill.

Is there any way to level out my payments for the year?

Yes! We have an Equal Payment Plan (EPP) that allows you to level out your monthly payments for the year. We will look at your consumption during the last 12 months, and find the average monthly amount to figure out how much you will pay each month.

I'm interested in signing up for the Equal Payment Plan, but would like to know what my monthly payment would be ahead of time, is this possible?

Yes, just call 519-255-2727 to discuss the Equal Payment Plan. We will be happy to give you an estimate of what your monthly payment would be if you signed up for the plan.

I don't like mailing in my payment each month, is there another way that I can pay my bills?

Yes, you can fill out a pre-authorized payment form which authorizes us to withdraw your payment amount from your bank account each month. You won’t have to worry about forgetting to pay your bill or overdue charges. To sign up for pre-authorized payments, click here.

If you don't want to sign up for the pre-authorized payment plan, you can go to your bank and pay your bill through a teller or any ATM. Or, you can pay through phone or internet banking.

It seems as though my bills are a waste of paper, I pay them and then throw them away. Do I have to receive my bill in paper form?

If you don't need a paper version of your bill each month, sign up for paperless billing using ENWINconnect. Click here to sign up now.

How can I submit my Meter Readings?

We have a convenient way for you to submit meter readings. Simply click here and fill out our online form.

Do I have to pay my bills monthly? Can't I wait a longer period before paying?

We have a monthly billing cycle, and therefore must receive payment by the due date. If you know ahead of time that you will have difficulty paying a bill, please contact us immediately so that we can help.

If I open a new Account with ENWIN Utilities is there a mandatory security deposit?

We currently do not require a security deposit for new residential accounts.

Who are these retailers coming to my door, do they work with ENWIN Utilities?

On May 1, 2002, Ontario's electricity market opened to competition. We chose not to participate in the retail business, and continued to use the standard supply service rate, a fixed price set by legislation. The retailers coming to your door sell contracts for wholesale electricity, as well as other products and services with added incentives. It is important to know what you are signing up for before making any final decisions about a retailer. Be sure you have the following information:

  • Ask the retailer if they have a valid license from the OEB to sell electricity. If they don't have the license with them, check on the Ontario Energy Board's website.
  • Ask about the company's background and their experience with selling electricity.
  • Find out the rate they will be charging, and compare it to your current rate.
  • Understand the terms and conditions of the contract, and know exactly how long the contract is.
  • Find out about their cancellation policy. If you decide to get out of the contract, will there be any cancellation fees? Are you locked in for a certain period of time before you can cancel, and if so, how long?
  • Will the price ever change in your contract, or is it a fixed rate for the entire length of the contract? If it does change, find out when and by how much.

Is the rate you pay through an Electricity Retailer Regulated?

The price that electricity retailers have on their contracts is the price you pay, no matter what happens to the actual cost of electricity (increase or decrease). The price they charge is not regulated by the OEB. ENWIN’s rates are monitored by the OEB. We charge the standard supply service rate which is based on an annual price forecast. When the forecasted term is over, the forecasted price and the actual price are compared, and adjustments are made.

Will I save money by switching to an Electricity Retailer?

Predicting the future market price of electricity is like predicting a mortgage rate – nearly impossible. Retail companies offer a fixed rate over a fixed term, and charge a premium to cover any market risk. Deciding to go with a retailer is a personal decision. ENWIN does not benefit financially from a customer's decision to stay with us instead of changing to a retail company.