Ways to Pay and Financial Assistance Programs

How do I pay my bill?

Please note: if you are paying your invoice online through your financial institution, you do not need to change your payee information at this time. Please continue using your legacy Kitchener-Wilmot Hydro and Waterloo North Hydro account information to make payments.

Life can be busy and we understand the importance of convenience and choice.

We’re happy to offer you several methods for paying your electricity invoice. Select the option that makes the most sense for your lifestyle and avoid stress and worry while keeping your account up-to-date.

If you have any questions about the payment options available to you, please call us at 226-896-2200 or email customercare@enovapower.com and we’d be happy to help you.

If you’re having trouble paying your bill, please call us to talk about the Payment Assistance Programs that are available or to develop an arrears management plan to help you get back on track. We’re here to help you.

Ways to Pay

Pay your bill through your financial institution. Please allow 3-5 working days for your payment to reach us by the due date.

Remember, you’ll need your account number to set up payment through your financial institution.

Please note, if you are paying your invoice online through your financial institution, you do not need to change your payee information at this time. Please continue using your legacy Kitchener-Wilmot Hydro and Waterloo North Hydro account information to make payments.

Never worry about missing a payment again! Sign up for Pre-Authorized Payment to have your payment withdrawn from your bank account on the day it is due. You always know beforehand how much it is and when the money comes out of your bank account.

Residents and businesses of Kitchener or Wilmot, register by completing the Pre-Authorized Payment Form today.

Residents and businesses of Waterloo, Wellesley, and Woolwich, complete this Pre-Authorized Payment Form to register

Register for PAP by completing the online application form, or by downloading and completing the PDF version of the form.

Our Equal Payment Plan (EPP) is an easier and more convenient way to pay your electricity bill. On EPP, we estimate your annual electricity use based on past usage at your address. This estimate is then divided into twelve equal monthly payments, which helps you anticipate your electricity expenses ahead of time.

EPP accounts are reviewed periodically to ensure the amount being billed is in line with actual electricity used. If necessary, you will be notified of any adjustments to this charge.

On the last month of your annual billing cycle, your account will be reconciled. If you were charged more than you used, you will have the option to either leave the credit as part of your standing balance or receive the credit amount back in the form of either a cheque or deposit in your bank account.

Any underpayments that are accumulated over the year will be rolled into your calculation for the next year. 

Interested in signing up?

Customers who live in Kitchener or Wilmot should email customercare@enovapower.com to sign up for EPP.

Customers who live in Waterloo, Wellesley or Woolwich should complete the online Equal Payment Application Form.

Complete the online Equal Payment Plan Application Form.

  1. You will be required to pay the equal billing amount each month. You can choose to pay on the first (1st) or fifteenth (15th) of each month. The selection of due date is made when you complete the registration form.
  2. We review your equal payment amount at least twice per year. The payments will be adjusted up or down if; you have used more or less electricity. There will be a note on your regular bill to let you know if the payment amount has changed. If you owe money on your hydro account, the amount is rolled into the new equal payment amount. The same is true if there is a credit on your hydro account.

If you would prefer to complete a PDF version of the Equal  Payment Plan Application Form, click please email us at customercare@enovapower.com.

You have the option of paying with Mastercard, VISA, or American Express through our Payment portal. Please note, Paymentus charges a service fee for making payments through this service.

If your property is in Kitchener or Wilmot, visit https://ipn.paymentus.com/rotp/KWH to make your payment, or call 1-877-481-4886.

 

You have the option of paying with Mastercard, VISA, or American Express through our Payment portal. Please note, Paymentus charges a service fee for making payments through this service.

If your property is in Waterloo, Woolwich, or Wellesley, visit https://ipn.paymentus.com/rotp/WNH to make your credit card payment, or call 1-866-416-0952.

You can send a cheque to our offices. If you are mailing your cheque, please be wary that it may be delayed in arriving at our offices.

If you live in Kitchener or Wilmot, mail your cheque to Enova, PO Box 9021, Kitchener, ON, N2G 4P1

If you live in Waterloo, Wellesley, or Woolwich, mail your cheque to:
Enova 526 Country Squire Rd, Waterloo, ON, N2J 4G8.

You can also pay through a  MoneyGram from Canada Post. This allows you to pay bills at any Canada Post location. You can find more information by visiting the MoneyGram Page.

Payments can also be dropped off at our two offices. Payments can be delivered in person to the front counter or our payment drop boxes. Our two locations are:

For residents of Kitchener, or Wilmot:
301 Victoria Street South, Kitchener, ON, N2G 4L2

For residents of Wateloo, Wellesley, or Woolwich: 526 Country Squire Rd, Waterloo, ON, N2J 4G8

Financial Assistance Programs

We’re a trusted member of the communities we serve and we want to make sure everyone has access to support programs, rebates and payment arrangements if they are having trouble making their regular payments.

Please call us at 226-896-2200 or email customercare@enovapower.com if you require financial assistance. We can work out an arrangement that will help you get on track. We’re also pleased to offer you the following financial assistance programs.

Ontario Electricity Rebate

The Ontario Electricity Rebate (OER) is for most households, farms, long-term care homes and small businesses. Eligible consumers automatically receive the rebate, which appears on bills as a separate line item. 

What is the Ontario Electricity Rebate?

The Ontario Electricity Rebate (OER), introduced in early 2020, provides eligible electricity customers with a 11.7% rebate on their electricity costs.

Who is Eligible to Receive the OER?

Beginning July 1, 2022, the eligibility rules for the OER are changing. In addition to most households, farms, and small businesses, accounts that meet the following criteria are also eligible:

  1. Have a monthly average demand for electricity of 50 kW or less;
  2. Consume less than 250,000 kWh per year;
  3. Carry on a business that is a farming business for the purposes of the Farm Registration and Farm Organizations Funding Act, 1993;
  4. Be a long-term care home; or
  5. Be solely a multi-unit complex, meeting the following requirements:
    • The account is exceeding the demand and usage thresholds;
    • The multi-unit complex contains at least two qualifying units[1];
    • At least 50% of the units are qualifying units[2];
    • A signed declaration form is submitted.
    • Common areas in individually metered multi-unit complexes that contain at least 50 percent residential units, such as condominiums,
    • Residential mobile home parks[3], and
    • Retirement residences that are not long-term care homes, but do not meet eligibility criteria as a residential multi-unit complex. 

If you have a large volume farm business, licensed long-term care home or a multi-unit complex which has demand for electricity greater than 50 KW and uses more than 250,000 kWh a year and you’re already receiving the OER, you do not need to reapply.

Which Properties Are Excluded?

You will not qualify to receive the OER if your account relates in whole or in part to any of the following premises:

  • A hotel, motel or motor hotel, resort, lodge, tourist camp, cottage or cabin establishment, inn, campground, trailer park, tourist home, bed and breakfast vacation establishment or vacation home
  • A trailer park that is not a mobile home park
  • Living accommodation occupied by a person for penal or correctional purposes
  • A hospital, as defined in the Broader Public Sector Accountability Act, 2010
  • A premises that is subject to the Ministry of Correctional Services Actor the Child, Youth and Family Services Act, 2017
  • Short-term living accommodation provided as emergency shelter
  • Living accommodation provided by an educational institution to its students or staff where:
  1. The living accommodation is provided primarily to persons under the age of majority, or all major questions related to the living accommodation are decided after consultation with a council or association representing the residents
  2.  The living accommodation is not intended for year-round occupancy by full-time students or staff and members of their households
  • A university, college of applied arts and technology, or other entity that provides post-secondary education
  • A premises that is identified by a North American Industry Classification System (NAICS) code commencing with the digits 21, 22, 23, 31, 32 or 33 

How Do I Apply?

If you believe your account qualifies for the OER, there are two easy and quick ways to apply:

  1. If you have a property in Kitchener or Wilmot, complete our online application form.
  2. If you have a property in Waterloo, Wellesley, or Woolwich, complete the online application form found here.

Transitional Period

You may be receiving the OER under a legacy exemption as part of the former 8% Provincial Rebate. The transitional period ends on October 31, 2022.

If you believe your account is still eligible to receive the OER under the new eligibility rules, complete the Self-Declaration Form before October 31 to ensure there will be no delay in receiving the benefit.

Where Can I Find Out More Information on the OER?

For questions about eligibility or the requirements to provide notices, please contact the Ontario Energy Board.

If you have questions regarding the OER and your account, please contact us by email at [email] or call 226-896-2200 to speak with a member of our Customer Solutions team.

[1] “Qualifying unit” means a unit that (a) consists of a self-contained room or set of rooms; (b) contains kitchen and bathroom facilities that are for the sole use of the unit, and (c) is occupied and used as a residence.

[2] “Unit” means (a) a unit as defined in the Condominium Act, 1998; (b) a residential unit or a rental unit, as those terms are defined in subsection 2(1) of the Residential Tenancies Act, 2006; (c) a member unit or a non-member unit, as those terms are defined in the Co-operative Corporations Act; or (d) premises that is demised premises for the purposes of the Commercial Tenancies Act. Furthermore, a unit does not include a unit that is intended for purposes of parking, storage, providing space for services, recreation, or other facilities or mechanical installations.

[3] “Mobile home park” means the land on which one or more occupied mobile homes are located and includes the rental units and the land, structures, services and facilities of which the landlord retains possession and that are intended for the common use and enjoyment of the tenants of the landlord (Residential Tenancies Act, 2006, subsection 2(1)).

Ontario Electricity Support Program

If you’re in a low-income home, you may qualify for a reduction on your electricity bill through the Ontario Electricity Support Program (OESP).

What Support Could I Receive?

The OESP could reduce the cost of your household electricity by applying a monthly credit directly to your bill.

The amount of the credit you receive depends on two factors:

  • How many people live in your home and
  • Your combined household income.

For example, a home with four occupants and an annual income of $37,000 will receive a credit of $34 on each bill.

If your home is electrically heated, or you rely on an approved medical device requiring a lot of electricity, you could be eligible for additional credit.

How Do I Apply?

Customers can apply online at OntarioElectricitySupport.ca. You need to complete the online application, print and sign the consent form, and mail it.

A paper version of the application can be downloaded from the OESP application website, picked up from an intake agency or mailed to applicants by the OESP Contact Centre (1-855-831-8151) upon request.

To complete the application you will need:

  • Your electricity bill account number, service address, and account holder details
  • The birthdates and names of all residents in your home
  • Social Insurance Numbers, Individual Tax Numbers, or temporary taxation numbers for residents over the age of 16

Visit the OESP website for more information, and to answer any questions you may have regarding this rebate program. For additional details, click on the brochure below:

LEAP Emergency Assistance Program

As a proud community partner, Enova is pleased to work with the Region of Waterloo to provide emergency financial assistance to customers facing financial hardships.

Through the Low-Income Energy Assistance Program (LEAP), you may be eligible to receive up to $1,200 towards your electricity bill. Funding is limited, so please apply as soon as possible.

Who is eligible for LEAP?

Assistance is available if you’ve fallen into arrears on your account, you do not need to be facing disconnection to be eligible for assistance.

LEAP is for emergencies and is not meant to provide you with ongoing bill support. Eligible customers cannot receive more than $1,000 in LEAP funding per year ($1,200 if the home has electric heat). Customers can receive LEAP funding more than once each year, but the total amount received cannot exceed the maximum of $1,000 ($1,200 for homes with electric heat).

To qualify for LEAP, your household income has to fall below a certain limit. The amount of income it takes to qualify depends on two factors:

  • The number of people that live in your home
  • Your combined household income

Please see the image below to better understand the eligibility requirements for receiving LEAP funding.

Please note, you cannot receive more money than you owe on your bill. Therefore, you may not receive the full amount of the grant. 

LEAP offers special rules to qualified consumers which address:

  • Waiving and refunding security deposits
  • Equal billing plan options
  • A fair process if you are facing disconnection
  • Flexible arrears payment agreements

Once qualified as a LEAP participant, you may also be eligible for conservation programs which offer energy savings kits and/or equipment that can be installed to help improve energy efficiency, which can result in ongoing savings for households.

How Do I Apply?

If you are interested in applying for LEAP, please contact the Region of Waterloo directly through their application line at 519-883-2100

The Region of Waterloo recommends you have the following information available when you call, if possible:

  • Social insurance number (SIN)
  • Health card number
  • Banking information
  • Information on assets and income
  • Rent or mortgage amount

NOTE: Emergency financial assistance is provided on a first-come-first-served basis. Funds may be limited. Grants are issued on your behalf and paid directly to your utility. You will not receive a cheque.  

Where Can I Get More Information? 

For more information on LEAP, please visit the Region of Waterloo’s website or click here to access the OEB’s LEAP information page

Energy Affordability Program

The Energy Affordability Program provides support to income-eligible electricity consumers. The program can help you lower your electricity costs and increase your home comfort.

You may be eligible to receive different energy-saving products and services. You may qualify for a free home energy needs assessment conducted by a trained energy professional. The audit will help identify energy-efficient upgrades available for your homes, such as the replacement of inefficient appliances, draft proofing, and professionally-installed insulation. These upgrades may be installed during or after an in-home visit.

Other participants may qualify instead for free energy-saving kits. These are customized to meet their energy needs and could include energy-saving LED lighting, timers, faucet aerators and/or clothes drying lines.

All expert advice and energy-saving home upgrades under this program are completely free of charge.

To learn more, visit the Energy Affordability Program webpage.

Do You Have a High Bill? We Can Help!

Sudden changes in your electricity costs can cause unwanted stress and worry. We’re here to help you manage your consumption and keep your costs as low as possible so you can focus on the more important parts of life.

If your bill seems higher than normal, or you’re just looking for ways to lower your monthly costs, visit our Saving Money and Energy pages for information on tips, programs, and resources that can help you keep your consumption.

You can also call us at 226-896-2200 or email customercare@enovapower.com and our team will take a look at your account and help you find solutions that will fit your lifestyle.

We also recommend checking these common areas to see if these common culprits are impacting your electricity usage:

  • Electric Heat: This can account for up to 50 percent of your home’s electricity usage. Consider installing programmable thermostat(s) and setting them to decrease the temperature when you’re away or asleep. Each degree you turn down your thermostat can save around 2% in heating costs.
  • Portable Electric Heaters: These are small, but pack a mighty punch when it comes to electricity usage. If you’re using a portable heater, consider shifting its use to off-peak hours, and run it in tandem with a ceiling fan to help move the heat around as much as possible
  • Older, inefficient appliances: Older appliances can cause electricity usage to skyrocket. Are your washer and dryer in need of a tune-up? Is there an extra fridge in the garage? Old freezer? A fridge that is 15 years old can use up to four times as much electricity, compared to a new energy-efficient model. Consider replacing older, inefficient appliances with new, energy-efficient appliances.

    If you’re looking for new, energy-efficient appliances, there may be programs available to assist you. Visit our Save Energy and Money at Home page to see available programs and rebate opportunities.

  • Additional people: Do you have guests or extra people living or staying in your home? More people means more laundry, more lights, more entertainment, and more electricity consumption. If you’ve had additional people around the home, it could lead to a higher than normal electricity bill.
  • Pools and hot tubs: Outdoor fun in the sun can make a splash on your electricity bill. If you’re using a pool heater, we recommend switching to a variable-speed pool pump, which allows you to run the pump at different speeds to match your pool operation, rather than running at top speed all the time.
  • Lights: The lights you have in your home can shine light on your electricity usage. We recommend using a light timer to control when and where your lights are on around your home. You can use timers to easily control when your lights are turned off, which saves you energy both immediately and in the long-term

Late Payment Policy and Disconnection Process

There are times that customers may be unable to pay their electricity bill on time.

If you’re having difficulties paying your bill, we encourage you to contact us as soon as possible so we can work with you to find a payment arrangement that will help you keep your account in good standing.

Remember, there are financial assistance programs available to assist you. Contact us at [phone] or email customercare@enovapower.com and we will help you in any way we can.

To help you better understand our payment timelines, and the events that could lead to disconnection, please see the table below.

ActionEnova Timeline
Electricity Used30 days of consumption
Bill Issued15 days after the electricity usage
Payment Due23 days after the bill is issued
Reminder Phone Call6-9 days after the Payment Due Date
Disconnection Notice (Delivered)7-10 days after the Payment Due Date
Disconnected Phone Call48 hours before disconnection
Service Disconnection

10 days from Disconnection Notice.

(Approximately 90 days after the energy was first consumed)

Electricity Retailers

Most residential and small business customers are eligible for the Province’s Regulated Price Plan (RPP). You can also choose to buy your electricity through an electricity retailer.

RPP customers pay an electricity rate set by the Ontario Energy Board. The commodity charge on these bills combines both the market price for electricity and global adjustment.

Electricity Retailers Pricing

An electricity retailer will quote you a price that replaces the market price only, so if you sign a contract with them, you will not only see their charges, but also the global adjustment on your bill.

It is important for you as the consumer to understand what you are committing to before entering into a legal contract.

When Reviewing an Electricity Retailer Contract

If an energy retailer knocks on your door, do not feel pressured to make a decision on your doorstep. Take the time you need to review the offer being presented.

Don’t sign a contract until you:

  • Get the facts
  • Know your rights
  • Review your options
  • Compare prices

Remember not to show your bills to anyone, unless you are interested in the offer being presented, this is personal information. If you have any additional questions, please contact our Customer Care team.

For more information on retailers, see the Ontario Energy Board’s retailer webpage.



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