Information Regarding COVID-19

Last update: July 13

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:

Entegrus would like our customers to know that we hear you.

We understand that these are trying times with a great deal of uncertainty. Time of Use prices are regulated by the Ontario Energy Board (OEB) and we would need direction by the Provincial government and the OEB to make any change.

We are working closely with our association and our local MPPs to bring awareness of your concerns and we will keep customers updated as the situation progresses.

Update March 24, 2020:  

The Government of Ontario is providing temporary 45-day emergency relief to support Ontarians impacted by the global COVID-19 outbreak. As of Tuesday, March 24, 2020, households, farms and small businesses who pay time-of-use electricity rates will be charged off-peak rates 24 hours a day, seven days a week.

Click here to download bill insert regarding emergency relief for Time-of-Use pricing (PDF)

Effective May 8, the emergency Time-of-Use (TOU) rate relief provided by the Ontario Government will end, and customers will resume the winter time-of-use rates & price periods that came into effect November 1, 2019. Keeping the winter TOU price periods mean that customers will receive mid-peak pricing rather than on-peak pricing in the afternoon (11am – 5pm) which can be a time of high electricity use while customers are at home. Learn more from the Ontario Energy Board. We will continue to update this page with any developments. 

Update May 6, 2020:

The Government of Ontario is extending temporary emergency relief to support Ontarians impacted by the global COVID-19 outbreak. Households, farms and small businesses who pay time-of-use electricity rates will continue to be charged off-peak rates 24 hours a day, seven days a week until May 31, 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.

Click here for frequently asked questions regarding these changes.

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

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. 

 

2. COVID-19 Electricity Assistance Program for Small Businesses (CEAP-SB)

• The government is also providing an additional $8 million in funding to provide support to businesses struggling with bill payments as a result of COVID-19.

 

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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