Moving/Cancelling Service
If you are moving or discontinuing your service, please contact our Customer Service Department at 519-507-6937 or toll free at 1-866-978-2746 at least five business days in advance to ensure that we have adequate time to process your request.
Click Here for Westario's Residential Application for Service Form.
Security Deposit Requirements
The Retail Settlement Code, Section 7.4.3 provides Local Distribution Companies (LDC) the right to require a security deposit from all homeowners/tenants/commercial entities. A distributor may use any risk mitigation options available to manage customer non-payment risk. A distributor shall not discriminate among customers with similar risk profiles or risk related factors except where expressly permitted under the Distribution System Code.
Residential Security Deposits
Residential security deposits will be calculated using the billing cycle factor (2.5) times the customer’s average monthly load, at the location the customer is moving into, in the most recent 12 consecutive months within the last two years. Where relevant usage information is not available for the customer for 12 consecutive months within the past two years or the billing system is not capable of making the calculation, the customer’s average monthly load shall be based on a reasonable estimate made by the distributor. Deposits will be required only from those new customers who do not demonstrate reasonable credit worthiness, or from those existing customers who have proven poor credit. The distributor shall permit the customer to pay security deposit in 4 equal monthly instalments, the first instalment being due on the implementation of an implied contract or the signing of service agreement. The customer may pay the security deposit over a shorter period of time.
Interest will be credited to the customer account quarterly. The interest rate will be determined based on simple interest paid from the date of the deposit being received. Residential security deposits will be held until the customer no longer requires service, at which time, it will be applied to the customer’s final bill.
Return of the deposit will be considered annually providing the customer’s payment history reflects a one year history of prompt payments and is void of collection action. Deposits are added to the customers’ first bills. Any payment made is allocated first to the outstanding deposit amount required.
Methods of Payment
For your convenience, the following payment options of choice are available:
- Pre-Authorized Payment – Our most convenient payment method. With your permission, banks will deduct the payment directly on the due date of your bills.
- Equal Billing Plan – Available to standard supply service (SSS) customers only. Not available to those customers who elect to contract with electricity retailers (further information on this program can be found immediately following methods of payment).
- At any Bank, Trust Company or Credit Union within Canada – all banks will accept payments before the due date at the ATM machine or teller. Make sure you tear off the top portion of your bill to accompany the payment, otherwise the bank will not accept payment.
- Via the Internet/Telephone – all banks will accept payments using the contract number at top right hand corner of your bill 54321-001 or 01000123.
- By Post – Canada Post will deliver your payment and bill stub.
- At our Office – Front Door, 24 hour drop box will accept cheques only - no cash.
- Pay your bill by credit card. Click here for more information.
PLEASE NOTE: CASH PAYMENTS ARE NOT ACCEPTED AT THE OFFICE.
Why is My Bill Estimated?
Bills are estimated for one of several reasons:
- You have an inside meter and no one is home when the meter reader calls
- The meter is covered by trees or bushes, making an accurate reading difficult
- A gate, animals or driveway conditions prevent access to the meter
An estimated reading takes into account previous use and adjustments relating to the season. To avoid an estimated bill, and for the accounting of actual electricity pricing, we need your meter readings brought in, mailed via Canada Post, e-mailed to customer.service@westario.com or telephoned in within 24 hours of a card being dropped off.
Energuide For Houses Project
Want to Save Money, Save Energy and Save the Environment? Contact the Elora Environmental Resource Centre at 1-866-865-7337 for a home energy evaluation from nationally-certified experts. Evaluations take approximately 2-3 hours, with daytime, evening and weekend appointments available.
Click Here to visit the Elora Environment Centre website.
Help Put an End to Energy Theft. Report It!
Please anonymously report persons you suspect of stealing electricity or tampering with electric meters. A slow-moving or stopped meter may indicate possible theft. By reporting your suspicions, you assist to decrease unnecessary distribution costs, and avoid thousands of dollars in losses each year. Your assistance in preventing theft of power will help to eliminate safety hazards and benefit all honest customers – like you! Just as important, meter tampering and theft also cause safety hazards for customers as well as Westario employees.
Account Set-Up Charge
A $30 charge plus GST is applied to all customers on their first bill when they establish a new account. This applies both to new customers to the Westario service area and to customers who have changed locations within the Westario service area. If a tenant moves out and the bill is placed back in the owner’s name during the vacant period, the Account Set-Up Charge will apply.
What's yours? What's ours?
Customers often ask us what equipment they are responsible for when it comes to their home's electrical system.
In general, you are responsible for:
- Meter Base - the metal box that houses the meter
- Service Panel or Fuse Box - the circuit breakers or fuses and all of the wiring in your home
In general , Westario Power is responsible for:
- Power lines, poles and other electrical equipment that supplies homes other than yours
- Meter - the meter that measures electricity use.
Call us if you are uncertain what electrical equipment you own on your property. If you plan to repair, replace or upgrade your electrical equipment, please ensure you hire a licensed electrician.
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Billing Frequency
Westario Power residential meters are read and invoiced monthly. However, if you have recently initiated a new contract with Westario Power, your first bill could take up to a 30 day period before the bill is received. Your final bill could take up to 16 days before the bill is received.
Exclusionary Clause
The utility will make every effort to ensure bills are accurate; however, billing errors can occur. The utility reserves the right to collect underbilled amounts at any time.
Equalized Billing Plan
A typical electric bill has its ups and downs as the seasons change. Westario Power’s Equal Payment Plan evens out your monthly bill.
Here’s how it works. First, an average payment is calculated based on your past electric use. That average becomes your new monthly payment. You will still be aware of exactly how much electricity you use because your regular monthly bill will show your actual usage and your Equal Payment amount.
Please note that we ask all Equalized Payment Plan customers to review their monthly invoice carefully for the following line shown below the Electricity Charge Total - EQUALIZED BILLING PLAN BALANCE AFTER THIS INVOICE IS PAID IS $______. This information should prompt customers to evaluate their existing plan and determine whether an increase/decrease in their plan is necessary. This review will alleviate any surprises, prior to the plans reconciliation invoice.
The following is an illustration of how the Ontario Clean Energy Benefit (OCEB) impacts a customer's Equalized Payment Plan.
| Electricity Charges |
|
| Cost of Power |
$100.00 |
| Delivery Charges |
$ 75.00 |
| Regulatory Charges |
$ 10.00 |
|
HST
|
$ 24.05 |
| Subtotal |
$209.05 |
| Monthly Equalized Billing Amount |
$200.00 |
| Less: OCEB Credit-10% of Subtotal |
($20.91) |
| Amount due |
$179.09 |
The OCEB Credit will be shown on every invoice after May 1,2011 for residential and small commercial customers for the next five years.
To sign on for the Equalized Payment Plan, download and mail your completed Pre-Authorized Chequing form or call our Customer Service Department at 519-507-6937 or toll free 1-866-978-2746 for assistance.
Billing Disconnection/Reconnection Policy
Westario Power Inc.’s business process dictates the following schedule for billing/disconnection/reconnection:
| Day 1 |
Invoice/Bill forwarded to
Customer |
Due Date is 16 days from
Statement Date |
| Day 21 |
Reminder Notice forwarded (minimum $50 invoice/bill) |
Payment of invoice or payment arrangement made with Customer Service Rep |
| Day 28 |
Disconnection Letter forwarded (minimum $150 amount outstanding) |
Payment of invoice or payment arrangements made on overdue amount with Customer Service Rep |
| Day 38 |
Disconnection of Service
performed |
If no payment arrangements are agreed upon, field activity commence |
After disconnection of service takes place, amount due will have to be paid in full in order for service to be restored. Confirmation of payment must be provided to our office by 3:30 P.M. in order for service to be reconnected the day of the payment. A reconnection charge of $65 GST will apply to your next invoice. Reconnection of service does not take place after hours (4:30 P.M. to 8:30 A.M.).
Further to payment of overdue amount, the customer must re-establish a good payment history; therefore Westario Power Inc. requests a security deposit (see above-noted section addressing Security Deposits).
Please note, should a hydro service be disconnected longer than 6 months, the property owner must have the service inspected by an ESA representative.
Isolation/Re-Energization
If you are siding, eavestrophing, roofing, painting, trimming trees or installing Christmas lights, contact Westario Power Operations Department. The Operations Department will arrange for isolation and re-energization (disconnection and reconnection) for the purpose of performing work on or near electrical apparatus with appropriate notice. Residential customer - 5 business days and All Others - 10 business days.
Residential customers are entitled to one annual isolation/re-energization service for maintenance purposes per annum, during regular business hours, at no cost. All other customer classes will be advised of the cost for this service.
Life Support Program
If your life, or the life of a loved one, depends on electrically powered medical equipment, please notify our office at (519) 507-6937 or toll free 1-866-978-2746. Your name and service address will be placed on our registry in cases of planned power outages.
United Way - Winter Warmth Program
Westario Power is proud to be partnering with The United Way - Winter Warmth program. The Winter Warmth program provides grants to low-income residents who have utility accounts in arrears or are faced with the threat of disconnection because of special circumstances that have led to their arrears. The Winter Warmth was created to enable clients to avoid losing heat and warmth during the cold winter months and operates all year round. The United Way will require Bruce, Grey and Huron customers to contact 211 to process the initial intake. For Westario Power customers residing in Wellington County, the number to call is 1-866-743-7818.
Why do I pay a Debt Retirement Charge?
The Debt Retirement Charge is set by the Ministry of Finance to pay down the debt of the former Ontario Hydro. All electric utilities and retailers collect the Debt Retirement Charge from consumers. Although this debt was acquired in the past, the facilities that were financed by the debt are still in use and continue to supply electricity to consumers today.
For the majority of customers in Ontario, the Debt Retirement Charge is 0.7 cents per kilowatt-hour (kWh), therefore the charge on your bill will vary with your electricity use. The Ontario Electricity Financial Corporation (OEFC) reports $982 million in revenue was collected in 2009 from the Debt Retirement Charge.
The OEFC estimates the debt will likely be retired between 2014 - 2018. This estimate has been updated from the previous estimate of 2012 - 2020.
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