Entegrus has been closely monitoring the Coronavirus (COVID-19) outbreak and continues to observe Health Canada’s recommendations. Our first priority is the continued safety of our employees and our customers.
OFFICE CLOSURES - Effective Monday, March 16, 2020 (until further notice)
Public health officials continue to advise that social distancing is the most effective strategy to prevent the spread of COVID-19. As such, all Entegrus office locations (320 Queen St. Chatham, 135 Edward St. St. Thomas, and 351 Frances St. Strathroy) will be closed to all outside visitors including customer walk-ins until further notice. Visit this page for information on how to make a bill payment.
Should you need to contact us, please send us an email and one of our representatives will be in touch as soon as possible. We appreciate your support and understanding of this decision.
For outage reporting, please contact 1-866-804-7325 (and select option 5).
In Person Customer Appointments
Some of our services require on premise visits from our staff that now require additional precautions. This page outlines our new policies and procedures for in person customer appointments, which includes the completion a Risk Assessment Questionnaire.
Payment Flexibility & Assistance
Entegrus is committed to assisting customers during this pandemic:
- We offer increased payment flexibility to customers experiencing hardship. If you have been impacted by the pandemic and are concerned about paying your bill, please email us, or call us at 1-866-804-7325 (option 2) to discuss payment options.
- Entegrus has also extended the electric residential disconnection moratorium until July 31, 2020. This moratorium was scheduled to expire on April 30, 2020. This decision extends to low-volume, small business customers as well.
Time of Use Pricing
Update October 13, 2020:
The Government of Ontario has introduced a Customer Choice initiative: If you’re a residential or small business customer that pays Time-of-Use (TOU) electricity prices, you can choose to switch to Tiered prices beginning November 1, 2020.
Update June 1, 2020:
The Government of Ontario has introduced a COVID-19 Recovery Rate of 12.8¢/kWh for all time-of-use (TOU) electricity customers, to support Ontarians as we restart the economy. Households, farms and small businesses who pay time-of-use electricity rates will be charged this fixed rate 24 hours a day, seven days a week, starting June 1, 2020.
This rate will be automatically reflected on TOU customers’ electricity bills for all three TOU periods, 24 hours a day, seven days a week, and is intended to be in place until October 31, 2020.
Covid-19 Electricity Assistance Program (CEAP)
CEAP is a one time, on-bill credit for eligible residential electricity and natural gas customers to help them catch up on their energy bills and resume regular payments.
• $9 million in funding to support consumers who are struggling to pay their energy bill during the pandemic
• For eligible customers, CEAP will provide one-time payment support for customers that need help paying any electricity debt incurred over the COVID-19 period.
• LDCs (Entegrus) will deliver the program
Covid-19 Electricity Assistance Program for Small Businesses (CEAP-SB)
Eligible small business and registered charity customers may qualify for a one-time CEAP-SB credit equal to the electricity charges that are overdue on the date of their application for CEAP-SB, up to a maximum of $850 if their premises is mainly heated by electricity, or up to a maximum of $425 otherwise.