Information Regarding COVID-19

Last update: August 31, 2020

TEMPORARY OFFICE CLOSURE - Effective Monday, March 16, 2020

Attention Customers:

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.  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.

Should you need to contact us, please email customerservice [at] entegrus.com and one of our representatives will be in touch with you as soon as possible.

For outage reporting, please contact 1-866-804-7325 and press option 5.

We appreciate your support and understanding of this decision. 

 

In Person Customer Appointments: 

Some of our services require on premise visits from our staff. Please visit this page for more information.

 

Regarding Time of Use Pricing:

Update October 13, 2020:

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.

Learn More 

 

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.

Click here for frequently asked questions regarding these changes.

Click here for previous updates & announcements.

 

Additionally, the government announced additional relief for electricity bills through two new programs:

 

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.

1. COVID-19 Electricity Assistance Program (CEAP)

• $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. 

 

Learn more about CEAP 

 

2. 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.

 

Learn more about CEAP-SB

 

Support for Businesses

Information on Provincial support available to businesses. 

Information on Federal support available to businesses. 

 

Update: May 4, 2020

Deferral of Global Adjustment (GA) charges

Ontario is deferring a portion of Global Adjustment (GA) charges for industrial and commercial electricity consumers that do not participate in the Regulated Price Plan (RPP), starting from April 2020.

The GA rate for smaller industrial and commercial consumers (i.e., Class B) has been set at $115 per megawatt-hour, which is roughly in line with the March 2020 value. Large industrial and commercial consumers (i.e., Class A) will receive the same percentage reduction in GA charges as Class B consumers.

The government intends to keep this relief in place through the end of June 2020, subject to necessary extensions and approvals to implement this initiative.

Industrial and commercial electricity consumers will automatically see this relief reflected on their bills. Consumers who have already received their April bill should see an adjustment on a future bill. Please contact Customer Service with questions about your bill. For the fastest response time, reach us via email: customerservice [at] entegrus.com. You can also reach us via phone: 1-866-804-7325 (option 2).

 

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 customerservice [at] entegrus.com, 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

 

Assistance Programs

Entegrus offers a number of programs to assist customers with their electricity bill. Click on the programs below to learn more.

Information on Provincial support available 

Information on Federal support available

 

To Make a Bill Payment:

Please note: To help support community efforts to reduce the spread of Covid-19, we are requesting customers make payments online whenever possible, and to register for My Account to access their account information online.

Online payment options:

  • Register for ‘My Account’ to access all of your account information online
    • Sign up for Pre-authorized payment by budget or due date
    • Register for paperless billing
    • Telephone and online banking through your bank/financial institution
    • Credit Card payment service available through Paymentus - 1-866-418-0576 or this link.

Offline payment options still available: please only use if no other option is available.

  • Bank branch or financial institution instant teller
  • Cheque via mail, please tear away and return the top portion of bill with payment

 

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