We want you to understand your energy costs. Here are some of our top questions to help you understand what you're looking at.
Frequent Billing & Payment Questions
If you do not have your bill handy, you can obtain your account balance in the following ways:
- Login to 'My Account,' our online account management service to access your current bill and account balance.
- Contact our customer service team between the hours of 8:30 am & 4:30 pm Monday – Friday via email or by calling 1-866-804-7325 (select option #2)
- Call our 24/7 automated account information service: 1-866-804-7325 (select option #1)
You are billed for the number of kilowatt hours you actually use, so a bill may feel higher than what you are using today because it actually reflects what you used last month. When bills go up and down from month to month, it can be for a number of reasons. Here are a few:
- Seasonality: We use air conditioning in the summer and heat in the winter to keep our homes comfortable. In more moderate months, we may not use either. The demand we place on our heat and air conditioning has a huge effect on energy.
Time of Use: You may be using power during on-peak hours, which affects costs.
Customers can now opt out of Time-of-Use rates & select Tiered rates. For more information, visit our Customer Choice web page.
- Water: If it's your water bill that is high, it could signal you may have a leak. As well, summer use of pools, sprinklers, etc. can cause bills to increase significantly.
Your due date is located in the top right corner of your bill in a box marked "Due Date". It is also noted in a similar box in the bottom third of your bill. If you have any questions about your bill, you may contact us for assistance:
Billing information is also available in 'My Account.'
Reminder calls are sent out 3 days after the due date. It can take time for payments to be processed, so if your payment is not received by Entegrus within 2 days after the due date, a friendly reminder call will be sent out on the third day.
Disconnection letters are sent out two weeks after the due date noted on your bill. If you have made a payment, please ensure your payment has been received by contacting us prior to the disconnection date noted on the letter.
If you choose to disconnect your water and/or electric service after cottage season, or if you will be away for an extended period of time, you are required to contact Entegrus to have your electric meter disconnected and/or have the water shut off at the road. Entegrus requires someone to be on site at the time we complete the service request.
Each customer is eligible for one power disconnect / reconnect per calendar year, free of charge.
Water will be disconnected at the main shut off outside the home. There is a $50 charge for disconnection and a $50 charge for reconnection.
An Entegrus Customer Service Field Representative must disconnect the services in order for service charges to cease.
When you are moving and close an account with a credit balance, a refund cheque will be issued approximately two weeks after the final bill is processed and mailed to the forwarding address provided to Entegrus.
We understand that there may be times when full payment of a bill just isn't possible by the due date. As a service provider, Entegrus can help you with a payment plan that suits your financial situation and keeps the lights on, contact us.
Global adjustment covers the cost of building new electricity infrastructure in the province, as well as delivering Ontario's conservation programs − ensuring that enough electricity supply will be available over the long term.
The global adjustment is set monthly to reflect:
- The differences between the wholesale market price for electricity, known as Hourly Ontario Energy Price (HOEP) and:
- Regulated rates for Ontario Power Generation’s nuclear and hydroelectric generating stations
- Payments for building or refurbishing infrastructure such as gas-fired and renewable facilities and other nuclear, as well as the contracted rates paid to a number of generators across the province
- The cost of delivering conservation programs
Responding to changes in the HOEP, the global adjustment varies from month to month − generally, when the HOEP is lower, the global adjustment is higher in order to cover the costs of regulated and contracted generation.
For more information and frequently asked questions, Download the IESO's PDF: Understanding Global Adjustment.
If customers buy electricity under the Regulated Price Plan (RPP), an estimate of the Global Adjustment is factored into the electricity prices set by the Ontario Energy Board (OEB). As an RPP customer you will not see an additional itemized Global Adjustment charge on your bill. You are a RPP customer if you pay the OEB’s Time-of-Use or Tiered electricity prices through a regulated electrical utility, such as Entegrus.
The majority of Entegrus Residential and Small Business (General Service less than 50kW) customers have an RPP service classification.
If you have entered into a contract to buy electricity from an Electricity Retailer, you are classified as a non-RPP customer, and in accordance with regulation, are subject to the Global Adjustment price in addition to the energy contract price offered by your retailer.
When a customer enters into a contract with a retailer, it is only on the basis of the retailer’s energy price. The Global Adjustment price is not fixed in the retailer contract. It is set monthly by the province’s Independent Electricity System Operator (”IESO”) and applied as a separate line item on your bill.
Consumers with a peak demand of 50 kilowatts (kW) up to five megawatts (MW) typically pay the global adjustment (GA) through their regular billing cycle with their local distribution company (Entegrus) − these customers are referred to as Class B customers. If you are one of these customers,visit the IESO website to learn more.
Customers who participate in the Industrial Conservation Initiative (ICI), pay global adjustment (GA) based on their percentage contribution to the top five peak Ontario demand hours over a 12-month period. Customers participating in this initiative are referred to as Class A. More information on Class A customers is available here.
Entegrus receives the IESO’s first Global Adjustment price estimate at the beginning of each month, but does not receive the final Global Adjustment until the subsequent month.
In order to provide timely access to billing information and avoid delays, Entegrus bills on the IESO’s first Global Adjustment price estimate. Entegrus consistently applies this first Global Adjustment price estimate amongst all customers throughout the month. Any differences between the first price estimate billed by Entegrus, and the actual rate referenced by the IESO, are tracked by Entegrus and subsequently trued-up in future rate making proceedings regulated by the OEB.