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Regulatory Information

Rate Applications

Enova’s electricity rates for customers are set by the Ontario Energy Board (OEB) through a public review known as a rate application. At any time, Enova may have one or more applications before the OEB and may be participating in other OEB-sponsored proceedings as well.

2024: EB-2023-0015 Application for 2024 Distribution Rates

Current customer electricity rates are based on the approved applications of the former Kitchener-Wilmot Hydro and Waterloo North Hydro. Please see below for historic rate applications from each of these organizations.

2023 Rate Application – Waterloo North Hydro January 1, 2023 IRM Rate Filing

Notice to Customers of Waterloo North Hydro

Waterloo North Hydro January 1, 2023 IRM Checklist

Waterloo North Hydro 2023 Rate Order

Waterloo North Hydro IRM Rate Generator Model

Waterloo North Hydro 2023 GA Analysis Workform

2022 Rate Application –  Waterloo North Hydro 2022 GA Analysis Workform

Waterloo North Hydro 2022 IRM Checklist

Waterloo North Hydro January 1, 2022 IRM Rate Filing

Waterloo North Hydro IRM Rate Generator Model

Waterloo North Hydro LRAMVA Workform

Waterloo North Hydro 2022 Rate Order

2021 Rate ApplicationWaterloo North Hydro 2021 Rate Application Exhibit 1 – Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 1 – Revised Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 2 – 1 of 2 Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 2 – 2 of 2 Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 3 – Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 4 – Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 4 – Revised Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 5 – Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 6 – Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 7 – Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 8 – Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 9 – Board File No EB-2020-0059

Waterloo North Hydro 2021 Rate Application Exhibit 9 – Revised Board File No EB-2020-0059

2020 Rate Application January 1, 2020 IRM Rate Filing

January 1, 2020 IRM Rate Filing – 1595 Analysis Workform

January 1, 2020 IRM Rate Filing – GA Analysis Workform

January 1, 2020 IRM Rate Filing – Incentive Rate-setting Mechanism Rate Generator for 2020 Filers

 

2019 Rate Application January 1, 2019 IRM Rate Filing | Cover Letter

2018 Rate Application January 1, 2018 IRM Rate Filing | Cover Letter

2016 Rate Application – View further details on Waterloo North Hydro’s 2016 Rate Application

Waterloo North Hydro 2016 Rate Application Exhibit 1 – Board File No: EB-2015-0108

Waterloo North Hydro 2016 Rate Application Exhibit 2 – Board File No: EB-2015-0108

Waterloo North Hydro 2016 Rate Application Exhibit 3 – Board File No: EB-2015-0108

Waterloo North Hydro 2016 Rate Application Exhibit 4 – Board File No: EB-2015-0108

Waterloo North Hydro 2016 Rate Application Exhibit 5 – Board File No: EB-2015-0108

Waterloo North Hydro 2016 Rate Application Exhibit 6 – Board File No: EB-2015-0108

Waterloo North Hydro 2016 Rate Application Exhibit 7 – Board File No: EB-2015-0108

Waterloo North Hydro 2016 Rate Application Exhibit 7 Revised – Board File No: EB-2015-0108

Waterloo North Hydro 2016 Rate Application Exhibit 8 – Board File No: EB-2015-0108

Waterloo North Hydro 2016 Rate Application Exhibit 9 – Board File No: EB-2015-0108

Electricity Distributor Scorecards

The Electricity Distributor Scorecard is a tool that measures how well Ontario’s electricity distributors are performing each year. 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.

Enova Power Corp.’s 2022 Scorecard

The scorecard is a key part of the OEB’s Renewed Regulatory Framework for Electricity Distributors – a framework designed to support the cost-effective planning and operation of the electricity distribution network.  For more information on Electricity Distributor Scorecards, visit the Ontario Energy Board.

Please see below for archived versions of the former Kitchener-Wilmot Hydro’s Scorecards. For more information, see the Frequently Asked Questions document.

2021 Scorecard Kitchener-Wilmot Hydro Inc.

2020 Scorecard Kitchener-Wilmot Hydro Inc.

2019 Scorecard Kitchener-Wilmot Hydro Inc.

2018 Scorecard Kitchener-Wilmot Hydro Inc.

2017 Scorecard Kitchener-Wilmot Hydro Inc.

2016 Scorecard Kitchener-Wilmot Hydro Inc.  

The scorecard is a key part of the OEB’s Renewed Regulatory Framework for Electricity Distributors – a framework designed to support the cost-effective planning and operation of the electricity distribution network.  For more information on Electricity Distributor Scorecards, visit the Ontario Energy Board.

Please see below for archived versions of the former Waterloo North Hydro scorecards. For more information, see the Frequently Asked Questions document.

Waterloo North Hydro’s 2021 Scorecard

Waterloo North Hydro’s 2020 Scorecard

Waterloo North Hydro’s 2019 Scorecard

Waterloo North Hydro’s 2018 Scorecard

Waterloo North Hydro’s 2017 Scorecard

Waterloo North Hydro’s 2016 Scorecard

Waterloo North Hydro’s 2015 Scorecard 

Waterloo North Hydro’s 2014 Scorecard

Waterloo North Hydro’s 2013 Scorecard

Major Event Response Reports

Major Events are extraordinary occurrences out of a distributor’s control that cause significant disruptions in the distribution system.

A major event is beyond the control of the distributor and is unforeseeable, unpredictable, unpreventable or unavoidable. Examples are major weather-related events such as ice storms, major floods and tornadoes.

When a distributor determines an outage was caused by a Major Event, it must file a report with the Ontario Energy Board (OEB) that outlines its responses to questions regarding the Major Event. A distributor is required to file this report with the OEB within 60 days of the end of the Major Event and post this report on its website at the same time it is filed with the OEB.

Major Event Reports for Enova, the Former Kitchener-Wilmot Hydro are below:

2022

2022 May 21 – Derecho

2021
2021 December 11 – Windstorm
2021 June 29 – Windstorm

2020
2020 July 19 – Windstorm

2019
2019 December 1 – Wind and Ice Storm

2018
2018 April 15 – Ice Storm
2018 May 4 – Windstorm
2018 June 24 – Motor Vehicle Accident

Waterloo North Hydro Major Event Reports

2022
OEB Filing 2.1.4.2.10 – Major Event Response (Extreme Wind) – May 21, 2022 – Filed June 3, 2022
OEB Filing 2.1.4.2.10 -Major Event Response (Lightning) – May 14, 2022 – Filed May 25, 2022 

2021

OEB Filing 2.1.4.2.10 – Major Event Response (Adverse Weather – Wind) – December 11, 2021 – Filed December 23, 2021

2020
OEB Filing 2.1.4.2.10 – Major Event Response (Motor Vehicle Collision) – August 14, 2020 – Filed September 1, 2020

2019
OEB Filing 2.1.4.2.10 – Major Event Response (Wind Storm) – July 20, 21, 2019 – Filed August 6, 2019

2018
OEB Filing 2.1.4.2.10 – Major Event Response (Wind Storm) – May 4, 2018 – Filed May 16, 2018
OEB Filing 2.1.4.2.10 – Major Event Response (Freezing Rain) – April 15, 2018 – Filed May 9, 2018

2017
OEB Filing 2.1.4.2.10 – Major Event Response – March 30, 2017 – Filed May 18, 2017

2016
OEB Filing 2.1.4.2.10 – Major Event Response – August 19, 2016 – Filed July 27, 2016
OEB Filing 2.1.4.2.10 – Major Event Response – July 25, 2016 – Filed July 27, 2016

Conditions of Service

Every Electricity Distribution Company in Ontario must have a Conditions of Service document. The purpose of this document is to provide information on the types and level of service available to customers.

Please select the Conditions of Service you are looking for from the options below:

Former Kitchener-Wilmot Hydro Conditions of Service

(If you live in Kitchener or Wilmot)

Former Waterloo North Hydro Conditions of Service

(If you live in Waterloo, Woolwich or Wellesley)

Annual Reports

To request a copy of a previous Annual Report, please contact our Customer Care team.

Rules and Regulation

  1. The Corporation’s Conditions of Service as approved by the Ontario Energy Board form a part of this Contract.
  2. Notwithstanding anything in this Contract to the contrary, all rates and charges are subject to change from time to time on order of either the Ontario Energy Board or the Provincial Government.
  3. This Contract shall not be binding upon the Corporation until accepted by it through its signing authority, and shall not be modified or affected by any unwritten promise, agreement or representation by any agent or employee of the Corporation.
  4. The Applicant agrees to provide convenient and safe space for the Corporation’s meters (for which no charge will be made), wires and all other equipment in said service address, and further agrees that no one who is not an agent of the Corporation or otherwise lawfully entitled to do so, shall be permitted to remove, inspect or tamper with the same, and that the properly authorized agents of the Corporation shall at all reasonable hours, have free access to the said service address for the purpose of reading, examining, repairing or removing the Corporation’s meters, wires and other equipment.
  5. Meters and all other equipment of the Corporation in said service address shall be in the care and at the risk of the Applicant and if destroyed or damaged, other than by ordinary wear and tear, the Applicant shall pay to the Corporation the value of such meters and equipment, or the cost of repairing or replacing same.
  6. The Corporation agrees to use reasonable diligence in providing a regular and uninterrupted supply of electricity but does not guarantee a constant supply of electricity and will not be liable for damages to the Applicant for failure to supply electricity to said service address.
  7. The Applicant will maintain its equipment from the point of delivery from the Corporation in accordance with the requirements of the Electrical Safety Authority.
  8. The Applicant hereby expressly authorizes and empowers the Corporation at its option to remove the meters and all other equipment and to cut off the supply of electricity and terminate this agreement whenever any bills for said service are in arrears or upon violation by the Applicant of any of the terms and conditions of this Contract. Services terminated for non- payment shall not be re-established until payment is made in full, including a charge for the cost of reconnecting. Such discontinuance of service does not relieve the Applicant of the liability for arrears. The Applicant agrees to pay an interest charge to the Corporation if the account is not paid in full on or before the due date.
  9. It is agreed that the Applicant will provide a Security Deposit as may be requested by the Corporation from time to time.
  10. The Applicant acknowledges that the Corporation has a requirement to collect and use certain personal information, the  nature of which may include:
  • Information we receive from you such as your name, address, contact information and general financial, credit and reference information;
  • Facts about your historical and current consumption of electricity;
  • Information about your transactions with the Corporation, such as meter number, account number, account balances, payment history and account activity;
  • Identifying information, such as a driver’s license.

The Corporation uses the information we collect for the following purposes:

  • To provide you with continuous electric service and to bill you for that service;
  • To assist us in the collection of accounts;
  • To respond to your inquiries about energy use and billing;
  • To prevent fraud with respect to both you and our company;
  • To meet legal and regulatory requirements.

Because of the structure of the electricity sector in Ontario, it may be necessary to share your billing and consumption information with third party billing and settlement agencies. Your information may also be disclosed or shared with other agencies or organizations as required by law or regulation.

The Corporation’s Privacy Policy protects the confidentiality and security of your personal information. At any time, you have the right to request access to the personal information we have collected and to request amendments to such personal information to ensure its accuracy and completeness.

The Applicant consents to the collection, use and disclosure of personal information for the purposes stated above.

Accessibility Standards and Privacy Policy

We’re committed to providing quality service that is accessible to all members of the public. We believe in inclusiveness and empowerment. It is our goal to ensure that all members of the public receive the same quality of service from Enova., regardless of any barriers that may exist.  We work to ensure we meet or exceed the Accessibility for Ontarians with Disabilities Standards established by the Ontario government.

Policies and Procedures

Below are links to the Integrated Accessibility Standards Policies and our Multi-Year Accessibility Plans for Enova Power Corp. For additional information, please see The Accessibility for Ontarians with Disabilities Act.

 

 

Accessible Building Features (Kitchener office and Waterloo Service Centre)

  • Power-operated, automatic door openers on main customer and employee entrances
  • Elevator available
  • Wheelchair available
  • Wheelchair-accessible washrooms for visitors and employees
  • Lowered counters in our front Lobby area
  • Sidewalk curb and ramp for wheelchair and walker access

Website Accessibility

We are committed to making our website accessible and easy to use for everyone, at all levels of ability. This website allows people using text-only browsers or other assistive technology to read the content on the page, including text descriptions for all images. If you use assistive technology and the format of any content on this web site interferes with your ability to access the information, please contact us and we will make every effort to provide you with a format that is accessible to you.

Feedback

Your feedback is important in helping improve the accessibility of our service.   You can provide your feedback in the following ways:

  1. Complete our online Accessibility Feedback Form.
  2. By Phone – Contact our Customer Support team at 226-896-2200
  3. To request a copy in a different format, please complete our online Customer Care Contact Form.

Availability of Documents

All documents required by the Accessibility Standards for Customer Service (AODA), including our Accessibility for Members of the Public with Disability Policy, related procedures and practices, notices of temporary disruptions, training records, and written feedback process are available upon request. When providing a document to a person with a disability, Enova will provide the document, or the information contained in the document, in a format that takes the person’s disability into account.

To request documents in alternative formats, contact us

By email at customercare@enovapower.com

By telephone at: 226-896-2200

Privacy Policy

We are committed to keeping the personal information of our customers accurate, confidential, secure and private. Our Privacy Policy has been designed to inform employees, customers, and third parties of Enova of our commitment and recognition of our obligation to meet the spirit and terms of the federal Personal Information Protection and Electronic Documents Act (PIPEDA).

For more details, please view our Privacy Policy or contact us at [email] with any questions or concerns you may have

Electricity Supply Mix

In Ontario, electricity is produced from a number of sources. The Electricity Supply Mix, for an electricity product, is the combination of power sources used to generate the product.

The following chart shows the combination of electricity sources used to generate the electricity consumed in Ontario in 2022.

* Source: Ontario Energy Board

Electricity SourceOntario’s Electricity Mix
Nuclear51.0%
Water Power25.1%
Natural Gas*10.2%
Wind9.9%
Solar PV2.5%
Bioenergy0.4%
Other (non-emitting)**0.9%

*Includes Lennox & dual fuel (natural gas/bioenergy) consistent with IESO.

**Non-Contracted represents a variety of fuel types that the IESO is unable to categorize due to a lack of information from Local Distribution Companies (LDCs).

Note: Figures may not add to 100% due to rounding. Figures do not account for the sale and retirement of Clean Energy Credits.

For a near real-time supply mix breakdown, please visit the Independent Electricity System Operator

How Does Electricity Get to My Home?

Electricity has become an integral part of our day-to-day lives. One thing you may not realize is just how far electricity travels before it reaches your home.

Check out all of the steps it takes to keep your lights on:

Generation

There are several generation sources used to power energy needs for the province. Supply mix for the provincial electricity grid is determined by Ontario Power Generation and the Independent Electricity System Operator.

Sub-Station

Electricity from the generators is fed through a transformer sub-station that dials up the voltage, so it can efficiently run across transmission lines that cover more than 30,000 km.

Transmission

These transmission lines are the high voltage highway that routes electricity across the province to local electricity distributors. The majority of the transmission lines and towers are owned by Hydro One.

Distribution Stations

Once electricity reaches Enova, your electricity distributor, the voltage is stepped down, so it can travel across smaller power lines.

Enova Power Poles

Next electricity is routed from our transformer station through feeders across our service territory. Each feeder supports a few hundred customers.

Final Transformer

Electricity is stepped down one last time through a final transformer, which can be located above or below ground. Electricity is then fed through your meter at a voltage suitable for your home to use. Each transformer supports roughly a dozen customers.

Find your Service Area

Enter your address below to determine your service location for outage information, accessing forms and managing your account.