OEB COVID-19 Update

There are a number of measures being taken in response to the COVID-19 pandemic.                                                      

Updated June 17, 2020

We have implemented a temporary work-from-home protocol for employees to support the continuation of our work, including responding to consumer and industry inquiries.

Here’s what you need to know during this time:

For consumers:

  • Time-of-use pricing - New fixed price effective June 1
    To support families, small businesses and farms while Ontario plans for the safe and gradual reopening of the province, the Government of Ontario has introduced a new fixed electricity price of 12.8 ¢/kWh for customers that are on time-of-use prices. Starting June 1, 2020, that price applies to electricity used at all hours of the day, 7 days a week. Having the same price apply at all hours of the day is a more predictable way to pay for power at a time when Ontarians continue to work and learn from home. 
    The 12.8 ¢/kWh pricing applies automatically - no customer action is required. It will appear on the Electricity line of customers’ bills and is only for the electricity they use. It does not include other charges like delivery. The government announced that this pricing will be in effect until October 31, 2020. For more information, read the government’s news release from May 30, 2020, and our FAQs.
  • Electricity disconnection ban extended
    On March 19, 2020, the OEB extended the winter ban on electricity disconnections for non-payment for residential customers to July 31, 2020. Low-volume, small business customers will now also be protected by the ban. In addition, the OEB is calling on distributors to be more flexible on arrears payment arrangements. Read our Decision and Order.
  • Bill assistance programs
    There are programs available to help low-income consumers. Find out more at oeb.ca/billhelp. The government is also providing $9 million to support residential customers who are in arrears on their energy bills as a result of COVID-19. The OEB received a letter from the Minister of Energy, Northern Development and Mines and the Associate Minister of Energy asking for the OEB’s support to implement the new COVID-19 Energy Assistance Program (CEAP) for residential customers. Learn more about CEAP.

    The government is also providing $8 million to support small business customers that are struggling to pay their energy bills as a result of COVID-19, through a program similar to CEAP, the COVID-19 Energy Assistance Program for Small Business (CEAP-SB). More information about this program will be made available when those details have been determined.
  • Contact us
    • Our call centre remains open from 8:30 a.m. to 5 p.m. 
    • Within the Greater Toronto Area or from outside Ontario: 416-314-2455, or 1-877-632-2727 (toll-free within Ontario). 
    • We can also be reached by email: ConsumerRelations@oeb.ca and chat. Start a chat now.

For industry:

  • Our Industry Relations enquiries system remains operational. 
    Send an email to IndustryRelations@oeb.ca. Learn more about what information you should provide to allow us to respond more quickly. As we’re working remotely, our responses may take a little longer. Thank you for your understanding.
  • As a result of the COVID-19 pandemic, the courts and other administrative agencies have started to conduct virtual hearings. The OEB is beginning to take steps to ensure that we are ready to hold virtual oral hearings, in the event it becomes necessary to do so. As we start to plan for conducting virtual hearings, we are seeking feedback from our stakeholders. For more information, see our June 17, 2020 letter.
  • To support the implementation of the government’s new COVID-19 Energy Assistance Program (CEAP), on June 16, 2020, the OEB issued a Decision and Order amending the licences of electricity distributors and unit sub-meter providers to require them to deliver CEAP to their eligible customers. The OEB also issued letters to four natural gas distributors setting out its expectations for their delivering CEAP to residential gas customers. The program will launch on July 13, 2020.
  • We have temporarily waived the requirement to submit hard copies with each electronic filing in regulatory proceedings. We ask those who are engaged in active OEB proceedings to continue submitting electronic copies of documents through the online portal, RESS (Regulatory Electronic Submission System), or if you are unable to use the portal, by email at BoardSec@oeb.ca. This is in effect until further notice.
  • The OEB offered distributors whose rates would normally change May 1, 2020, the option to postpone the implementation of the rate change to November 1, 2020. This is in recognition that, while the COVID-19 emergency is having profound provincewide impacts, each distributor has its own unique circumstances that need to be factored in to a decision about what is in the best interests of customers in the immediate and longer term. For more information, see our April 16, 2020 letter.
  • The OEB recognizes that there may have been costs to distributors associated with implementing the Emergency Order under the Emergency Management and Civil Protection Act that enabled residential and small business customers on TOU pricing to pay the off-peak price of 10.1 ¢/kWh - no matter what time of day the electricity was used - from March 24, 2020 until May 31, 2020. Although it is not expected that these costs will be material, the OEB is allowing distributors to track them, as well as any costs associated with the March 19, 2020 extension of the winter disconnection ban to July 31, 2020 and other costs associated with the COVID-19 pandemic, in a deferral account. The OEB understands that Ontario Power Generation Inc. (OPG) and electricity transmitters may also be impacted by the COVID-19 pandemic, and confirms that the deferral account also applies to them. To learn more, visit our consultation webpage launched on May 14, 2020.
  • The OEB understands that, like other businesses, electricity distributors may be experiencing financial risks due to the COVID-19 pandemic. Therefore, the OEB is monitoring the financial situation of electricity distributors during the pandemic for any impact on reliability or continued service to consumers. To assist in gathering information, we have issued temporary reporting requirements to licensed electricity distributors. To learn more, see our letters from May 12 and May 20, 2020.
  • Licensees and gas distributors are normally required to complete their annual Reporting and Record-Keeping Requirements (RRR) filings by April 30, 2020. We extended the filing deadline for annual RRR filings to June 1, 2020, recognizing that many licensees and gas distributors have been dealing with important customer service and staffing matters related to COVID-19.
  • We have made a number of operational changes regarding the scheduling or format of events in ongoing proceedings and consultations, and those remain in effect. To learn more, see our March 12, 2020 letter to all regulated entities and other interested parties.
  • General enquiries about regulatory proceedings, case filings and submissions, as well as specific enquiries on any upcoming application filing deadlines, can be sent to: Registrar@oeb.ca.
  • Parties should contact the OEB staff lead for a given matter if they have any specific questions about currently scheduled deadlines on applications currently before the OEB.

We will update this information as needed if our protocols change as a result of evolving public health guidelines.