Questions and answers about billing and payment
I don't understand my hydro bill — what do the different numbers mean?
To see a diagram of an Enersource bill and an explanation of the charges, see Understanding your bill. You can also email us at account-info@enersource.com or call our Customer Service Centre at 905-273-7425. And you might find the next section helpful.
What are the different rates and charges for each item and how are they calculated?
Electricity commodity charges
This is the cost of electricity supplied during the billing period and is calculated on the adjusted kilowatt hours (kWh) used. Enersource collects this charge and passes it directly to our electricity suppliers. Please be aware that if you choose to buy electricity from an electricity retailer instead of Enersource, the prices you pay will be different. They will be listed in the contract you signed.
Electricity rates as of November 1, 2011
Electricity prices in Ontario are set by the Ontario Energy Board, through its Regulated Price Plan (RPP). The rates are as follows:
- 7.1¢/kWh for the first 1,000 kWh used per month and;
- 8.3¢/kWh for all kWh used above 1,000 kWh per month
RPP prices are based on a 12-month forecast. They help make pricing stable, predictable and fair both for users and for generators.
For those customers on Time-Of-Use pricing, the prices are:
- 'On-Peak' (when electricity demand is highest) - 10.8¢/kWh
- 'Mid-Peak' (when demand is moderate) -
9.2¢/kWh
- 'Off-Peak' (when demand is lowest) -
6.2¢/kWh
Delivery Charges
Delivery is the cost of bringing electricity from generating stations to your home or business and is calculated using the readings on your meter that record your usage. Delivery charges include:
Transmission Charge: $0.0120/kWh
The Transmission Charge covers the costs of transmitting electricity from generators to Mississauga.
Distribution Charge: $0.0107/kWh
The Distribution Charge helps pay for delivery of electricity to your home, as well as the cost of designing, building and maintaining the power-distribution system. You will pay a different charge ($0.0085/kWh) if you are signed up with a retailer.
Customer Charge: $28.16 per regular billing period
The Customer Charge is based on fixed costs such as meter costs and administration. It is not affected by how much energy you use. It includes meter reading and billing. The customer charge is prorated based on days of service over an average month.
Regulatory Charges
Wholesale Market Service: $0.0065/kWh
This charge covers costs such as market regulation and the management of the system. It is calculated on the adjusted kWh used.
Standard Supply Service (SSS) Rate: $0.25/month
The Standard Supply Service is an administration charge of $0.25 per month. The SSS is prorated based on days of service over an average month. Please note that this charge does not apply to customers who purchase their energy from a retailer.
Adjustment Factor: 1.0360
When electricity is delivered over a power line, it is normal for a small amount of the electricity to be consumed or lost. This is because equipment such as wires and transformers consumes power before it gets to your home or business. The adjustment factor helps make up for these losses.
Debt Retirement Charge: $0.007/kWh
This charge is to help lower the debt of the former Ontario Hydro.
What if my bill is higher than I think it should be?
Different seasons and different types of electrical equipment can cause electricity use to increase. For example:
- During hot summers when your air conditioner is used a lot, it can be as much as 50% of your total
electricity bill.
- If your air conditioner is older, it may be less efficient and use more energy.
Here are some other changes around your home that could affect your bill:
- Did you buy any new or larger appliances or electronics like a big-screen TV?
- Did you renovate your home?
- Were you at home more than usual during the summer? If so, your air conditioner might have been running more than it normally would.
- Did you have visitors stay with you? They might have used appliances like your washer and dryer.
- Are you using equipment like a dehumidifier that runs all the time?
- Do you have a pool? If so, does it have a heater?
- Is your electrical equipment working properly? Fans or pumps that go on and off constantly use a
lot of electricity.
You also should know that your electricity bill is affected by Ontario's new Harmonized Sales Tax (H.S.T) of 13%. It came into effect July 1, 2010. Prior to July 1, 2010 your electricity bill was only subject to 5% G.S.T.
How can I pay my bills online?
You can pay your bills online through the Enersource site. It's easy to make a credit card payment, set up one-time payments or pre-authorized payments. Simply log on to your account to set up your payment schedule.
You can also go online to your bank's website, go to the Pay Bills page, and enter Enersource as a payee. You'll need the first 10 digits of your account number to identify your account.
How can I pay bills automatically?
If you do not sign up online through the Enersource online payment site, we also offer other easy and convenient options for automatic bill payment:
Regular Billing You can have each bill amount withdrawn from your bank account when you receive the bill.
Equal Billing You can have 12 equal payments — one per month — withdrawn from your bank account.
You can also pay using standard bi-monthly billing, where you mail your cheque in the return envelope or deliver it in person and deposit it into our drop box:
Enersource
3240 Mavis Road
Mississauga, Ontario
L5C 3K1
Enersource then settles the difference and, if needed, adjusts your payments for next year.
I've heard about smart meters and TOU rates — what are they and will they affect my bill?
A smart meter automatically measures your electricity use every hour so that you can see exactly how much energy you're using at different times of the day and week, in different seasons. That information can help you manage and control your energy use. By the end of 2010, everyone in Ontario will have smart meters.
Time-of-Use (TOU) rates are also coming into effect across Ontario. Mississauga began to introduce them in 2011, and all customers will be moved over to TOU rates by the summer of 2012. With TOU rates, your smart meter will help you take advantage of lower electricity prices during non-peak times of use. You'll be notified well in advance before making the switch to TOU rates.
Learn more about smart meters and TOU rates.
What happens if I'm late paying my hydro bill?
Your payment is due 16 days from the statement date on your bill. If the payment is late, a charge of 1.5% per month will be added to the balance. Enersource allows four extra days after the due date before applying late-payment charges.
You should know that:
- Payments made online or by phone can take up to five days to process
- For payments sent by mail, the postmark on the envelope is considered the payment date
For complete details on our policies related to late payment and connection/ reconnection services, please see Section 2.2.1.2 of the Enersource Conditions of Service
Please note that if you are already enrolled in Pre-Authorized Payments, duplicate payments may be processed to your account if you re-register through the e-bill site. Please contact Customer Service at 905-273-7425 for further information.
When can I start making free online payments?
You will receive an email indicating you have an e-bill available to view. At that time you will be able to make a free online payment through your chequing or savings account.
What types of payments are accepted via e-bill?
Chequing and savings accounts.
Can I pay my e-bill with a credit card?
E-bill is not a credit card payment program. However, Enersource offers a credit card option through One Time Payments and a convenience fee will apply.
How do I make a payment?
Once you've received an email notification that an e-bill is available, click on the "View/Pay Bill" link. Follow the on-screen instructions to the left of the bill image. Please note that at least one bank account must be added to your profile in order to make a payment.
When will my payment be processed?
Payments are processed and submitted to your bank or financial institution on the "scheduled" date. Allow at least 2 business days for the payment to reflect on your account. Payments scheduled for a holiday will be processed the following business day. Please note that payments scheduled after the due date may be subject to late fees.
Can I establish automatic payments?
Yes. Click on "View Recurring Payments" in the e-bill section to add a recurring payment to eliminate the need to log in and manually schedule a payment each period. ***Note: Please do not use this option if already enrolled in Automatic Payment as duplicate payments may process to your account.
How do I know if I have scheduled a payment?
After scheduling a payment, you will receive a confirmation email that your payment has been scheduled. You may also click on the "View Payments" link to view payments and their status submitted through e-bill.
Can I schedule a payment after my due date?
Failure to pay by the due date will result in late fees.
Can I cancel a scheduled payment?
Yes. You are able to cancel a payment as long as it is in a "scheduled" status on the "view payments" screen.
What happens to scheduled payments if I cancel my enrolment?
Scheduled payments will still be processed. If you do not want this to happen, cancel any scheduled payments prior to cancelling your enrolment.