Reminder of Disconnection Rules - Know Your Rights!

Tuesday, Jan. 10, 2017

In view of the onset of winter weather and rising electricity costs across the province, ENWIN would like to remind customers that all Ontario utilities are required by the Ontario Energy Board to follow stringent rules regarding disconnecting and reconnecting a service.

It is important to you, as a customer, that you understand the rules and your rights, with regard to electricity disconnection.

Local utilities are 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

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

Consumers can contact the OEB at 1-877-632-2727 or visit the OEB website at, if you feel that the rules have not been followed or have other concerns or questions.