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Q&A

Bills

Meter Readings

Energy Retailers

Services

Bills

Can I get my monthly bills delivered to me electronically?
Yes! To serve you better, London Hydro has partnered with epostTM to offer customers the choice of receiving their utility bills online.

Delivering the mail online for Canada Post, epostTM is a secure Internet service that allows consumers to receive, manage and pay their bills and other documents online.

Here's what you can expect when you sign up for a secure, convenient and FREE electronic mailbox (epostTM box):

  • London Hydro bills will be delivered electronically - no more paper bills will be delivered, reducing paper waste and helping the environment
  • bills and other documents can be centrally stored online for up to seven years
  • bills can be paid via online banking, epostTM's free EFT service (Electronic Fund Transfer) or Pre-Authorized Payment (PAP)
  • Customers can sign up for Email Notifications to notify them whenever they have new mail delivered to their epostTM box

Once you have registered to receive your bills online, we will no longer send your bills by mail. Instead, your bill will arrive electronically in your epostTM box.

You may also view your bills online from our website's online customer care service. Registering for London Hydro's new online service will allow you to access your London Hydro account details 24/7, with the ability to view your transactions, archived bills and usage history for both electric and water services as well as provide us with meter reads if our meter readers were unable to access your meter.

What is included in the Electricity Charge on my bill?
The Electricity Charge is the amount charged by the power generator for the electricity you used. London Hydro passes this cost on to you without mark up.

What are Non-Competitive Energy Charges?
The Non-Competitive Energy Charge covers four different fees:

  • Wholesale Market Service Charge: the cost of services provided by the Independent Electricity System Operator (IESO)
  • Rural Rate Protection: a charge that helps sustain affordable and reliable electricity supplies in rural and remote areas of the province
  • Transmission Network & Connection Charges: which cover the costs of maintaining the province’s transmission and switching network infrastructure and the delivery of electricity from the generating station to London Hydro

What is the Debt Retirement Charge for?
This is a charge set by the Ontario Government which will be used to pay down the residual debt of the former Ontario Hydro.

What does the Monthly Customer Charge cover?
The Monthly Customer Charge covers such costs as billing, meter reading, and administration.

What does the Distribution Charge cover?
The Distribution Charge is the amount charged by London Hydro for delivering the electricity to your home or business through our network of power lines.

What is the Total Loss Factor?
The total loss factor is the amount of electricity lost during delivery from the power generator to your home or business. For instance, if you need 750 kWh of electricity in a month, we would have to deliver around 782 kWh to ensure that 750 kWh arrives to your home.

Why are all these new charges being added to my bill now?
Many of these charges are in fact not new. They were always a part of your monthly electricity costs but were not separate items on your bill. London Hydro is mandated under Bill 35, The Electricity Competition Act, 1998 to separate these costs on your bill.

Why did I not get a "Reminder Notice" before I got a Final Notice?
Since we moved to a monthly billing cycle and we are dealing with a reduced billing cycle, the only notice that we now send out is a "Final Notice". It is sent seven days after your bill due date if payment has not been received.

I am having trouble paying my bills. Is there anything you can do to help?
Yes. London Hydro cares about our customers. If you are having problems paying your hydro bill, call us as soon as possible at 661-5503 and we will discuss payment arrangements.

Can I balance my payments out so they're level throughout the year?
Yes! We have a Budget Billing Plan that will help you average out your Standard Supply Service monthly payments. Under this system we evaluate the previous 12 months' consumption to calculate your average monthly payment amount. Every six months your account is reviewed and adjusted based on your usage. On your twelfth statement, you will receive a settle-up bill. This statement takes any debit or credit remaining on your account plus your last 30 days of consumption. This is the total amount due. Your account is then re-evaluated and set up once again for another budget billing plan year. Your new amount is indicated on your settle-up statement.

Can I get an estimate of my monthly budget billing before I sign up?
Yes. Call 661-5503 and one of our Customer Service Representatives will give you an estimate on the spot.

If my bill requires an adjustment, why can't you send me a new bill?
Our system does not enable us to create individually adjusted bills. We will however make sure that the adjusted amount is shown on your next monthly bill.

Why am I being charged a Sewer Improvement Charge?
London Hydro bills you for water and sewage usage on behalf of the City of London. We do not set the prices or get involved in the administration of these charges. For more information on water and sewage service, please contact the City of London

I don't want to mail my payments in each month. Is there another way for me to pay?
Yes. There are several convenient ways for you to pay. The easiest is signing a pre-authorized payment plan and have your payments automatically withdrawn from your bank account each month. Want to enroll now? Fill out our pre-authorized payment form.

You can also pay your bill in person at your bank or at any automated banking machine that is connected to your account. You can also pay by phone or through the internet.

Meter Readings

How do I submit my meter readings?
You can use London Hydro's online customer care service to submit your meter reading electronically.You can also submit your meter reading by calling 661-5503 and using our interactive voice response system to record your reading

How do I read my electricity meter?
For an easy-step-by-step guide to reading your meter, click here.

Can I make payments every two months instead of every month?
No. Our billing system uses a monthly billing cycle so you must pay every month.

Will I need to pay a security deposit to open an account with London Hydro?
Yes. All new residential account requests are required to provide a security deposit. The deposit is calculated as 2.5 times the average monthly residential bill.

Will I receive interest on my security deposit?
If you pay your security deposit by cheque or cash, you will be paid interest once each calendar year. The rate of interest shall be equal to the interest paid on the savings accounts by the bank with which London Hydro conducts the majority of its banking business. Interest shall be paid on all cash deposits held for more than 30 days and credited to your London Hydro account on an annual basis or pro-rated basis on a refund or final reading date.

Energy Retailers

Do I have to choose an energy retailer?
No. You may choose who you purchase electricity from. If you choose to do nothing, you will continue to be served by London Hydro as a Regulated Price Plan Customer. This means you will be billed for your electricity usage at the market rate with no mark up by London Hydro.

What exactly do electricity retailers do?
Energy retailers serve as middlemen, contracting for wholesale electricity as well as other products and services and then selling them to customers with the added incentive of payment plans, promotional offers and other perks. When you're dealing with an energy retailer, cost is often only one element of the total package. That's why it's ortant to shop around and compare the various options and terms available from several retailers before signing a contract.

What do I need to do before I sign a contract with an electricity retailer?
Read the contract carefully before you sign it. Make sure you understand the terms and conditions, and ask questions if anything is unclear. Ensure the retailer is licensed by the Ontario Energy Board to sell electricity by calling 1-877-632-2727 or by visiting the Ontario Energy Board's web site.

Can I cancel a contract with a supplier once I've signed it?
As a residential customer, you have a 10-day "cooling off" period that is observed once you've signed the contract. This means you can change your mind and cancel, in writing, without penalty. To do this, you must send a letter by registered mail, fax, or by personal delivery to ensure the company is aware of your wishes. (NOTE: This does not apply to large volume consumers who use more than 150,000 kilowatt hours per year. A typical house uses about 12,000 kilowatt hours per year.)

What questions should I ask an electricity retailer?
You will want to know:

  • Has the retailer got a valid licence from the OEB to sell electricity?
  • What is the company's background and what experience does it have in selling electricity.
  • What price is it charging for electricity and how does that compare to what you're currently paying?
  • What is the start date and the length of the contract?
  • Will the price change? When? By how much?
  • How can you cancel the contract, and what penalties or service charges would apply?

Is the rate charged by an electricity retailer regulated?
No. The rate charged is not regulated by the OEB. This is the price that appears on your contract. Should the cost of electricity either increase or decrease, you will be charged the price determined by your contract.

Is the rate charged for electricity by London Hydro regulated?
Yes. If you choose not to sign with an electricity retailer, the rate charged by London Hydro is regulated by the OEB. This rate, known as the standard supply service rate, will be based on an annual price forecast. At the end of the forecast term, (usually 12 months) the difference between the forecast and the actual price will be calculated and adjustments made.

How do I know if the price quoted is reasonable?
By comparing offers from several different retailers, you can get a good idea of what is considered competitive pricing. Remember that customer choice and competitive pricing apply only to the electricity portion of your bill. Your current London Hydro price isn't fully unbundled, so you should only compare between various retail offers, not to the current price on your bill.

Am I likely to save anything by signing now with an electrical energy broker?
Since the electricity market in Ontario was only opened in May 2002, we have insufficient history to make a cost comparison at this stage - the choice is entirely up to you. Compare offers and terms from various retailers.

Can a retailer switch me over without my knowledge or approval?
No. A retailer cannot supply electricity to a customer without first obtaining written permission.

Services

How do I apply for electricity service?
Starting electrical and water service at a new address is easy. Simply fill out the Application Form, which is available online, and follow the instructions that accompany it.

How do I cancel electricity service?
To cancel your electrical and water service, fill out the Application Form, which is available online, and follow the instructions that accompany it.

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