Eligible customers can access bill payment support programs such as the Low-income Energy Assistance Program (LEAP) and the Ontario Electricity Support Program (OESP). There are also rules in place to ensure all residential electricity customers across the province are treated fairly when it comes to customer service, including disconnection and reconnection. Electricity utilities, unit sub-meter providers and rate-regulated natural gas utilities follow customer service rules specific to low-income customers. These include waiving security deposits, and allowing longer payment times under arrears payment plans. Learn more about these programs and customer service rules at OEB.ca/billhelp
IMPORTANT: Electricity and natural gas distributors cannot disconnect residential customers for non-payment during the provincial winter disconnection ban from November 15 to April 30. However, because they can continue to charge late payment fees on past due amounts, it is important you remain in contact with your utility during this period and explore payment options that may be available to you. The provincial winter disconnection ban does not apply to unit sub-meter providers (USMPs). USMP customers should contact their provider directly, to understand their provider’s winter disconnection policy.
SCAM ALERT: Beware of energy scams including offers of rebates or help applying for bill payment support programs. Learn tips on how to better protect yourself from energy scams at OEB.ca/scams
If you have further questions, you can contact the OEB’s Public Information office at publicinformation@OEB.ca or call: