Frequently Asked Questions

Whether you need help understanding your bill, have feedback to share, or want to understand more about conservation, it's likely others have had similar questions. Find help here. 

Most Popular

How can I sign up for Pre-Authorized Payments?

Visit this page for information on signing up for Pre-Authorized Payments.

read more

What are your rates?

Rates change every May 1st and November 1st.  To see current power rates, visit our rates pages under My Home and My Business and select your location.  You may also visit the Ontario Energy Board for more information about rates, including Time-of-Use billing schedules. read more

How and where can I pay my bill?

Visit this page to view bill payment options. read more

How do I sign up for Paperless Billing?

To sign up for paperless billing, you must be registered for 'My Account', our new and improved online account management service. Once you have an account, follow these simple steps: read more

My power is out. What should I do?

Click here for information on where to report power interruptions or water emergencies for your area. read more

Do you have an outage map?

Yes, we have recently implemented an outage map - it can be can be found here on our outage page.  read more

What areas are out of power?

View our outage page to review areas currently without power. read more

How can I conserve energy at home?

There are many ways to conserve energy depending on the time of year. We have provided a few tips by season. read more

What is Global Adjustment?

The Global Adjustment (previously the Provincial Benefit) rate is set and adjusted to support Ontario's generating capacity. Its value may be positive or negative depending on the fluctuation of prices in the spot market. read more

Time of Use Holiday Dates

Electricity used on weekends and holidays is billed at the current off-peak rate. The following table lists the holidays where off-peak pricing is in effect:

read more

What is the Electricity Distributor Scorecard?

The scorecard is a new tool that measures how well Ontario’s electricity distributors (also called utilities) are performing each year.Ontario’s electricity utilities will report their scorecard performance results annually, and make the results available to the public on their websites... read more

Scorecard

What is the Electricity Distributor Scorecard?

The scorecard is a new tool that measures how well Ontario’s electricity distributors (also called utilities) are performing each year.Ontario’s electricity utilities will report their scorecard performance results annually, and make the results available to the public on their websites... read more

Why was the scorecard created?

The scorecard has been developed as a tool to allow customers to gain a better sense of how well their utility is performing.The scorecard is designed to encourage Ontario’s electricity utilities to operate effectively, continually seek ways to improve productivity and focus on improvements that their customers value... read more

What does it measure?

The scorecard includes traditional metrics for assessing a utility’s services, such as frequency of power outages, financial performance and costs per customer.In addition, future performance results (for 2014 and onwards) will include a number of new metrics that directly reflect the customer experience, such as how well the utility resolves a customer’s concern on the first contact, the accuracy of customers’ bills, public safety and more. read more

How will the scorecard data be used?

For consumers, the scorecard allows them to assess for themselves the value of the service received from their utilities and learn how well they are performing.For distributors, the scorecards are a way to track how well they’re performing year over year, and how they compare against other utilities... read more

How can consumers use the scorecard?

New measures relating to customer experience were recently introduced, so utilities have only begun to collect the data for the 2014 period. Next year’s scorecards will show a more complete picture, and over time, consumers will be able see how their utility is faring year over year, as well as how it compares to other utilities... read more

Why are there blanks on the 2013 scorecard?

A blank means that the data for that particular metric and year is not available. Five new measures were only recently introduced in the scorecard (March 2014) so the data is not available for the 2013 period:• First Contact Resolution• Billing Accuracy• Customer Satisfaction Survey Results• Public Safety• Distribution System Plan Implementation Progress... read more

Are there any performance targets in the scorecard for the electricity distributors to achieve?

Much of the data that exists in the scorecard is data that the OEB already collects from distributors. For those measures, the OEB established industry and distributor-specific performance targets. These performance targets take into consideration the level of service customers can expect to receive from their distributors at levels the OEB has determined are reasonable... read more

What do the arrows under the “trend” column mean?

The arrows indicate the directional trend being achieved (up, down or flat) based on data from the past five years. The symbol will be green if the value reported in the most current year is “on target” (target is met or exceeded), and it will be red if the target has not been met. read more

How do I compare my utility’s 2013 performance with the performance of another utility?

The 2013 results for all of Ontario’s 73 electricity utilities are summarized in this document: 2013 Electricity Distributors’ Scorecard Performance read more

Are utilities expected to post their scorecards on their websites?

Yes, the 2013 scorecards will be available on utilities’ websites on September 25, 2014.You can view the Entegrus scorecard at this link: www.entegrus.com/regulatory read more

How can consumers provide feedback about their utility’s scorecard performance?

Consumers are encouraged to send any questions and/or comments to the OEB: IndustryRelations@ontarioenergyboard.ca. read more

Most Popular

Winter Tips

To help you prepare for winter, we have published an online resource to help ensure you’re ready for cold weather, and to help avoid unnecessary costs and inconvenience this season.Click here to visit our Winter resource page... read more

What fees are associated with watering my lawn or filling my pool with Municipal water?

Using water to water your lawn or to fill your pool will be subject to both water and wastewater charges. Contact us read more

Where is my account number?

View our video on 'My Account' to see where your account number is located on your bill.  read more

My Bill

How much is my bill?

If you do not have your bill handy, you can obtain your account balance in the following ways:1. Logging in to 'My Account,' our online account management service.  If you do know your account number, that will help... read more

Why is my bill so high?

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, that can be for a number of reasons... read more

Can I set up pre-authorized payment on my credit card?

Not at this time; however, you can set up your utility account for pre-authorized payment from an active chequing account. If you would like to use your credit card to pay, our Paymentus service allows you to call or visit online each month to make a payment... read more

How can I sign up for Pre-Authorized Payments?

Visit this page for information on signing up for Pre-Authorized Payments.

read more

What are your rates?

Rates change every May 1st and November 1st.  To see current power rates, visit our rates pages under My Home and My Business and select your location.  You may also visit the Ontario Energy Board for more information about rates, including Time-of-Use billing schedules. read more

Why didn't I get my bill?

Customers who have registered for paperless billing will no longer receive a paper bill. To view your paperless bill, login to My Account (Go Figure), select “view web bill” at the top of the page (under your name, address and account number)... read more

How do I view my paperless bill?

Once you log in to My Account (Go Figure), select “view web bill” at the top of the page (under your name, address and account number).Simply click “view web bill” on the date of the invoice you would like to view, and you will be directed to a detailed bill... read more

When is my bill due?

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 call Entegrus at any time of the day for assistance. read more

Can I pay online?

Yes, you can pay online through your bank / financial institution.Entegrus should be added as a "payee" for your account. To do this, search for Entegrus, and then select the "Entegrus Powerlines" option... read more

Did you receive my payment?

Account balances can be found by viewing your account online or calling the office and using the automated IVR service. Click here for more information. read more

Will I receive bill inserts / notices when I sign up for Paperless Billing?

Yes, you will still be able to see promotions and energy-saving tips on your Paperless Bill. From the page where you view your bill, simply click "view inserts." read more

Will I receive a cheque for my credit balance? How long will it take?

When you are moving and close an account with a credit balance, a refund cheque will be issued approximately one week after the final bill is processed and mailed to the forwarding address provided to Entegrus... read more

How and where can I pay my bill?

Visit this page to view bill payment options. read more

How do I sign up for Paperless Billing?

To sign up for paperless billing, you must be registered for 'My Account', our new and improved online account management service. Once you have an account, follow these simple steps: read more

Can you explain the different charges on the bill?

This is a visual guide (PDF) to help you understand the items on your Entegrus bill. The Ontario Energy Board also provides a helpful explanation. We have also created a video to help exp... read more

What is RPP / TOU Pricing?

The Ontario Energy Board has created a couple of helpful videos that explain Time of Use billing so that you can better understand how these rates affect you. http://www.ontarioenergyboard.ca/... read more

Could I receive my bill faster?

If you would like to receive your bill faster, try paperless billing. Your bill will be available the moment it is processed. read more

I paid the wrong account number, what can I do?

Contact us, and our customer service team will be happy to help. read more

Why did I receive a reminder phone call after I paid my bill?

Reminder calls are sent out one week after the due date, as noted on your bill. It can take time for payments to be processed, so if your payment is not received by Entegrus within six (6) days after the due date, an automated reminder call will be sent on the 7th day. read more

I just received a disconnection letter. What should I do?

Immediate payment is required. Please pay in person to ensure it is processed in time. You can do this at any Chatham-Kent Municipal Centre, or at the Entegrus Strathroy Branch at 351 Frances St. read more

I have been disconnected. How can I get reconnected?

A payment is required. Please contact customer service to make a payment. read more

What is Global Adjustment?

The Global Adjustment (previously the Provincial Benefit) rate is set and adjusted to support Ontario's generating capacity. Its value may be positive or negative depending on the fluctuation of prices in the spot market. read more

What is the Ontario Clean Energy Benefit (OCEB)?

Ontario Clean Energy Benefit Relief (OCEB)The OCEB provided eligible customers a 10 per cent rebate on the total cost of electricity charges related to electricity consumption on their bills including HST, effective with electricity consumed January 1, 2011... read more

Time of Use Holiday Dates

Electricity used on weekends and holidays is billed at the current off-peak rate. The following table lists the holidays where off-peak pricing is in effect:

read more

Where is my account number?

View our video on 'My Account' to see where your account number is located on your bill.  read more

My Account

How can I sign up for Pre-Authorized Payments?

Visit this page for information on signing up for Pre-Authorized Payments.

read more

How can I take my partner's name off my account?

Removing someone from an account is a two-step process, click for details. read more

How and where can I pay my bill?

Visit this page to view bill payment options. read more

I can’t log in to My Account (Go Figure). What should I do?

My Account (previously Go Figure) requires a quick, and simple registration.  Please have your account number, and last bill payment amount handy.How to registerVisit the My Account (previously Go Figure) login screen, and select "Click Here to Register... read more

Why can’t you tell me about my (Mother, Daughter, Husband, etc.)’s bill?

For the protection of all of our customers, our privacy policy requires authorization from the account holder in order to share any account information. Account holders may contact us to add authorized contact names to the account, which would allow us to release account information to the people listed... read more

How do I set up a new account? What information do you need?

You can sign up by filling out an application for service. Please include occupational information and email address. read more

I will be away for a long period of time. Is there anything I should contact Entegrus for?

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... read more

I have a cottage outside of the Entegrus service area. How do I set up an account?

Contact the Local Distribution Company (LDC) for the area your cottage is located. Check this PDF map of service areas and this list of LDCs for help. read more

Do you require a deposit?

Electricity deposits will be waived or assessed at the time of occupancy requests. A $125 water deposit is required from all tenants prior to the move-in date. A $125 deposit is also required for all bulk water card accounts. read more

Can I view my account online?

Yes. Sign up for 'My Account' (previously Go Figure), the online energy management service for Entegrus. read more

Electricity

Why is my bill so high?

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, that can be for a number of reasons... read more

What are your rates?

Rates change every May 1st and November 1st.  To see current power rates, visit our rates pages under My Home and My Business and select your location.  You may also visit the Ontario Energy Board for more information about rates, including Time-of-Use billing schedules. read more

How can I determine how much energy my appliances are using?

Library Program  (Chatham-Kent): Chatham-Kent area residents can check out an Energy Meter from the Chatham-Kent Public Library and monitor energy consumption at home thanks to a partnership with Entegrus... read more

Do you have an outage map?

Yes, we have recently implemented an outage map - it can be can be found here on our outage page.  read more

I will be away for a long period of time. Is there anything I should contact Entegrus for?

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... read more

How can I conserve energy at home?

There are many ways to conserve energy depending on the time of year. We have provided a few tips by season. read more

What is Global Adjustment?

The Global Adjustment (previously the Provincial Benefit) rate is set and adjusted to support Ontario's generating capacity. Its value may be positive or negative depending on the fluctuation of prices in the spot market. read more

What is the Ontario Clean Energy Benefit (OCEB)?

Ontario Clean Energy Benefit Relief (OCEB)The OCEB provided eligible customers a 10 per cent rebate on the total cost of electricity charges related to electricity consumption on their bills including HST, effective with electricity consumed January 1, 2011... read more

What is the Smart Grid?

The Ontario Government has created a video that explains the Smart Grid: read more

How is Electricity Made?

The Ontario Government has created a video that explains how electricity is made (aka: Generation)  read more

Time of Use Holiday Dates

Electricity used on weekends and holidays is billed at the current off-peak rate. The following table lists the holidays where off-peak pricing is in effect:

read more

Winter Tips

To help you prepare for winter, we have published an online resource to help ensure you’re ready for cold weather, and to help avoid unnecessary costs and inconvenience this season.Click here to visit our Winter resource page... read more

Water

I want my water meter moved to a different location. Who do I call to move it?

You may call a licensed plumber of your choice to perform this service. Contact us when the job is completed to book an appointment to wire the touch pad. This allows Entegrus to obtain a quarterly read from your water meter for accurate billing. read more

I will be away for a long period of time. Is there anything I should contact Entegrus for?

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... read more

Do you have any water conservation tips?

Water Conservation TipsGeneralMonitor your water bill for unusually high use. Your bill and water meter are tools that can help you discover leaks. Checking for leaks can save 1,400 litres of water per month... read more

Winter Tips

To help you prepare for winter, we have published an online resource to help ensure you’re ready for cold weather, and to help avoid unnecessary costs and inconvenience this season.Click here to visit our Winter resource page... read more

What fees are associated with watering my lawn or filling my pool with Municipal water?

Using water to water your lawn or to fill your pool will be subject to both water and wastewater charges. Contact us read more

Service

My power is out. What should I do?

Click here for information on where to report power interruptions or water emergencies for your area. read more

How can I give feedback?

We welcome your feedback as an opportunity to make our service better. To share a complaint or a positive experience with us, please fill out our contact form or send us an email at entegrus@entegrus.com. read more

How can I report a broken link on your website?

To let us know about broken links or other website challenges, please fill out our contact form and your message will be forwarded to the right team.  read more

Do you have an outage map?

Yes, we have recently implemented an outage map - it can be can be found here on our outage page.  read more

What areas are out of power?

View our outage page to review areas currently without power. read more

Who do I contact to install a new electric or water service?

For new electric services, contact our Engineering department: 519-352-6300 x 238.For new water services, contact the Public Utilities Commission (PUC): 519-436-0119 x 312. read more

Do you trim trees?

We do trim trees on municipal property every 4 years in order to keep trees from interfering with wires.Property owners are responsible for maintaining the trees on their own property so that they do not interfere with powerlines... read more

Conservation

How can I determine how much energy my appliances are using?

Library Program  (Chatham-Kent): Chatham-Kent area residents can check out an Energy Meter from the Chatham-Kent Public Library and monitor energy consumption at home thanks to a partnership with Entegrus... read more

What are Smart Meters?

A smart meter tracks how much electricity you use and when you use it, providing key information to help you manage your electricity costs. All residences and small businesses in the Entegrus service territory are now equipped with smart meters—a big step toward creating a conservation culture in the province... read more

How do I lower my bill?

Here are a few ways you can manage your bill:Make the most of TOU billing. Switching your electricity usage to off-peak hours can help save on electricity costs. For more information on Time-of-Use Billing, visit the OEB Website: http://www... read more

How can I conserve energy at home?

There are many ways to conserve energy depending on the time of year. We have provided a few tips by season. read more

Are Smart Meters Safe?

It's normal to wonder about new technology. The new Smart Meter RF (radiofrequency fields) energy exposure levels are far below Canadian and international safety limits. Health Canada does not consider smart meters a public health risk... read more

Why should I conserve electricity?

When you are wise about your energy usage, you are thinking about getting the most out of your appliances and electronics while also taking care of the planet. By turning things off when you aren't using them, you get your money's worth out of everything from lightbulbs to laptops... read more

Why is energy efficiency important?

An energy efficient environment is more comfortable and uses less electricity and gas, making energy costs easier to manage. read more

What is saveONenergy?

The saveONenergy portfolio of programs is part of Ontario’s Long Term Energy Plan.  saveONenergy conservation programs are offered through local electricity utilities throughout the province of Ontario (like Entegrus) and are designed to reduce energy consumption and electricity demand. read more

What is the Ontario Power Authority? OPA?

The Ontario Power Authority (OPA) is an independent, non-profit corporation established through the Electricity Restructuring Act, 2004. Licensed by the Ontario Energy Board, it reports to the Ontario legislature through Ontario's Ministry of Energy... read more

Why does Entegrus want me to use less electricity?

Energy conservation and demand management are a core part of Entegrus’ services. Not only can these programs reduce overall energy costs, they increase the comfort of customers’ homes and businesses, make them more efficient and minimize the burden on Ontario’s electrical system... read more

Does Entegrus offer energy conservation programs?

Yes, Entegrus offers a variety of energy conservation programs to its customers, including residential, commercial, industrial, institutional and municipal. View Programs FOR HOME View Pr... read more

Who is Nedco?

Nedco Energy Services provides program delivery services for Entegrus’ Small Business Lighting program. read more

Who is GreenSaver?

GreenSaver is a not-for-profit organization contracted by Entegrus to deliver the Home Assistance program in its service territories. read more

Who is Summerhill Group?

Summerhill group is an organization contracted by Entegrus to support the saveONenergy FOR HOME programs in its service territories. read more

What happened to Power Savings Blitz?

Power Savings Blitz is now called Small Business Lighting. Under the program, qualifying businesses can receive up to $1,500 in energy-efficient lighting and equipment upgrades. To find out if your business qualifies, please contact Nedco at 1-855-366-1481. read more

What are your conservation programs?

Entegrus offers a number of conservation programs to residential, small business, commercial, industrial and institutional organizations. read more

How do I find out more about conservation?

The Ontario Power Authority (OPA) The OPA coordinates province-wide conservation efforts, plans the electricity system for the long term, and contracts for clean electricity resources Phone: 416-967-7474Website: http://www... read more

Do you have any water conservation tips?

Water Conservation TipsGeneralMonitor your water bill for unusually high use. Your bill and water meter are tools that can help you discover leaks. Checking for leaks can save 1,400 litres of water per month... read more

OESP (Ontario Electricity Support Program)

What is the Ontario Clean Energy Benefit (OCEB)?

Ontario Clean Energy Benefit Relief (OCEB)The OCEB provided eligible customers a 10 per cent rebate on the total cost of electricity charges related to electricity consumption on their bills including HST, effective with electricity consumed January 1, 2011... read more

What is the OESP?

The Ontario Energy Board’s new Ontario Electricity Support Program (OESP) provides low-income consumers with a monthly on-bill credit to reduce their electricity bill. Customers must apply & meet eligibility requirements... read more

How do I apply / am I eligible?

Gather up the following:Your electricity billNames and birthdates of all the residents in your home as registered with the Canada Revenue AgencySocial Insurance Numbers (SINs), Individual Tax Numbers or temporary taxation numbers for residents over the age of 16... read more

What are the OESP Credit Amounts?

Click here to visit ontarioelectricitysupport.ca for more information or call 1-855-831-8151. read more

Other

What is the difference between an Electricity Retailer and Entegrus?

Electricity is delivered to your home and/or business by your distribution company (also called your local utility), which in this case is Entegrus. Entegrus is also the company that bills you for the electricity you use... read more

What is the Smart Grid?

The Ontario Government has created a video that explains the Smart Grid: read more

How is Electricity Made?

The Ontario Government has created a video that explains how electricity is made (aka: Generation)  read more

Winter Tips

To help you prepare for winter, we have published an online resource to help ensure you’re ready for cold weather, and to help avoid unnecessary costs and inconvenience this season.Click here to visit our Winter resource page... read more

What should I have in an emergency kit?

In case of an extended power outage, consider having the following items on hand:Flashlights and fresh batteriesBattery-powered radios or televisionsCandles, matches, or lightersWater for drinking and cookingPortable heater (oil or gas)*Camping equipment (sleeping bags, camp stoves, lanterns)Canned goods and a manual can openerManufacturers' instructions for power-operated equipment such as the garage door, generator* Caution: Some portable heaters can cause fires or other safety hazards when not used as specified by the manufacturer... read more

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