Welcome to
Enova Power Corp.

We’re Here to Serve You

Enova Power Corp. (Enova), was created in September 2022 through the successful merger of Kitchener-Wilmot Hydro and Waterloo North Hydro.

As a new customer, we understand that you may have a lot of questions and we want to help you get the most out of your Enova Power Corp. experience.

We’ve created this online guide to help you navigate your new account, and provide you with the tips and tools you need to lower your consumption, manage your account, and keep you and your family safe!

We encourage you to contact us with any questions you may have. There are several convenient ways for you to reach us:

Visit our offices:
Monday to Friday from 8:30 a.m. until 4:00 p.m.
Enova Power: Kitchener Office
301 Victoria Street South, Kitchener, Ontario, N2G 4L2. Need directions?
Enova Power: Waterloo Office
526 Country Squire Road, Waterloo, Ontario, N2J 4G8. Need directions?
Call us:
Monday to Friday from 8:30 a.m. until 4:30 p.m. at 226-896-200
Email our Customer Care team:
customercare@enovapower.com

Connect With Us

Who Are We?

Enova is here to energize and empower our communities.

We are the backbone of our communities. That’s why we work around the clock to ensure our customers have power they can rely on. What we do matters to the people and businesses in our communities, and we have the proven responsiveness and experience to support our customers and keep them safe.

Our Vision
To drive what’s next in energy and sustainability for our communities and beyond.

Our Values

Safety and wellbeing above all
Everyone has a voice
Transparency
Driven to explore new ideas
Inclusive and empowered

Our Pillars

At Enova, we’re dedicated to

Dependable and reliable service
Customer and community partnerships
Continuous improvement

My Account and Online Tools

Enova’s online account tools allow you to stay connected to your account from anywhere you may be. We know how important it is to stay in the know, so take advantage of our free tools and take the worry out of account management while staying on top of your bill payments.

My Account Online Customer Portal

Enova’s My Account customer portals is your one-stop shop for everything you need to know about your account.

Through My Account, you can monitor your hourly, daily, weekly, and monthly electricity consumption. You can also see your current invoices, as well as previous invoices, your payment history and other important account information.

Learn more about the benefits of My Account and sign up today by clicking below:

Ebilling

eBilling allows you to take some of the stress out of account management. You’ll never have to worry about missing a bill again as Enova will send a notification directly to your email inbox as soon as your bill is ready.

We recommend all new customers register for eBilling to ensure they are taking advantage of all the benefits available to eBilling customers, so sign up today!

Online Forms

Thanks to our online forms it has never been easier to make account changes, change your payment plan, or make a service request. Our forms are quick and easy-to-use and available 24/7. Click below to make your request:

Choose Your Electricity Pricing Plan

Thanks to Customer Choice pricing, you can choose the electricity rate that best suits your lifestyle. Customers who work different shifts may be able to use more of their electricity at times when lower off-peak prices apply, and customers who recharge their electric cars may also want to take advantage of the lower off-peak prices that apply at night. Others may favour Tiered prices because they want the flexibility to do their household chores at any time of the day, or their total usage rarely exceeds 600 kWh in a month in summer or 1,000 kWh in a month in winter.

What are my choices?

Time of Use Pricing

Tiered Pricing

Why Should I Change My Pricing Plan?

Customer Choice Pricing allows you to choose the plan that is right for you, and best fits your lifestyle. You may have an opportunity to lower your electricity costs by switching to tiered pricing, or TOU may best suit your needs. When looking at which electricity rate plan is right for you, please consider your lifestyle and how and when you use electricity. Customers who work different shifts may be able to use more of their electricity at times when lower off-peak prices apply, and customers who recharge their electric cars may also want to take advantage of the lower off-peak prices that apply at night. Others may favour Tiered prices because they want the flexibility to do their household chores at any time of the day, or their total usage rarely exceeds 600 kWh in a month in summer or 1,000 kWh in a month in winter.

What tools are available to help me?

There are two easy-to-use online options available for you:

1) Use the Rate Comparison Tool in My Account. This tool is quick and simple to use. All you need to do is log into My Account and make a few quick mouse clicks. The system does all the work for you – there’s no need to manually enter any consumption data from your previous bills.

The tool is easy to use, simply follow these steps:

Log into My Account
Go to the Daily Usage section of your dashboard
Select the Rate Plan Price Comparison buttonIf you’re a Kitchener or Wilmot resident, access the Rate Comparison Tool through this My Account portal.

If you’re a resident of Waterloo, Wellesley, or Woolwich, access the tool through the My Account portal.

2) Use the Ontario Energy Board’s online bill calculator. Unlike the My Account tool, the OEB’s calculator requires you to manually enter your consumption to receive your comparison. Be sure to have copies of your previous bills available to assist you in entering accurate consumption information.

How do I make the switch?

As a new customer, you’re currently on Time-of-Use pricing, If you wish to stay on that plan, great! There’s nothing else you need to do!

However, if you’d like to switch from TOU to Tiered Pricing, there are a few easy ways to make the change. Switching your plan through My Account is the easiest and most convenient way to make the change.

Please select one of these options to make the switch:

Switch through My Account

If you’re a Kitchener or Wilmot resident, visit My Account to make the switch.

If you’re a Waterloo, Wellesley, or Woolwich resident, make the switch through this online portal.

Please follow these instructions to switch your pricing plan:
- Login to My Account
- Click the “Daily Usage” Tab
- Select “Rate Plan Comparison” and select “Change My Rate Plan”
- On the next screen you will be shown your new plan, click “Submit Change Request” and you’re all finished
If you’re a resident of Waterloo, Wellesley, or Woolwich, complete our online Customer Choice Pricing Plan. Or fill out the PDF version of the form.

FINANCIAL ASSISTANCE PROGRAMS

We understand that this is a challenging time, and our customers may face financial hardships. Enova is committed to working with our customers to keep their accounts in good standing through payment arrangements, arrears management plans, and financial assistance programs. We encourage you to contact us if you’re experiencing financial difficulties so we can help you keep your account in good standing.

We also offer the following financial assistance programs to provide emergency funding, on-bill credits, and energy efficiency updates designed to help reduce your energy consumption and lower your electricity costs.

Low-Income Emergency Assistance Program (LEAP)

If your account has fallen into arrears, you can receive up to $600 in emergency funding through LEAP. Eligibility for the program is based on the number of people that live in your home, and your combined household income.

For more information on eligibility requirements and how to apply, click here.

Ontario Electricity Support Program (OESP)

Lower-income customers can apply for a reduction of their bill through OESP). The amount customers can receive depends on the number of people living in their home and their combined household income.

To apply for funding through this program, visit OntarioElectricitySupport.ca.

Energy Assistance Program (EAP)

EAP allows lower-income customers to lower their electricity costs by making their homes more energy efficient. Depending on your financial situation, you could receive free energy-saving products and services, or you could be eligible for a free home energy needs assessment conducted by a trained energy professional that will help identify energy-efficient upgrades available for their homes, such as replacement of inefficient appliances and professionally-installed insulation and draft-proofing.

Learn more about EAP and find out what you qualify for by visiting wnhydro.com/EAP.

For more information on financial support and available programs click here.

Ways to Pay

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.

For more information on Ways to Pay, visit enovapower.com/paymentoptions

Ways to Pay

1. Pay through your financial institution.

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.

2. Payment by Pre-Authorized Payment

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.

3. Set up an Equal Monthly Payment Plan

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.

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.
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.

4. Pay By Credit Card (Kitchener or Wilmot)

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.

5. Pay By Credit Card (Waterloo, Woolwich, Wellesley)

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.

6. Pay By Mail

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.

7. Pay In Person

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

Power Outage Information

While we take pride in providing safe, reliable electricity, outages do happen. Most power outages are unplanned and our crews and staff work to keep interruptions as brief as possible. From time to time, our work to improve the distribution system may require planned power outages. We will do our best to notify you of these outages as early as possible and work hard to minimize the length of severity of planned interruptions.

We want to keep our customers informed of any ongoing outages and provide regular updates on restoration progress and Estimated Times of Restoration. To keep you informed, we have two interactive outage maps. See the maps below to select the appropriate service territory.

View outages in Kitchener or Wilmot

View Outage Map

View outages in Waterloo, Woolwich, or Wellesley

View Outage Map

The Outage Map will show current and historic, planned and unplanned outages and will provide the following information:

Geographic location of the outage
The cause of the outage
Approximate number of customers impacted
Estimated time for restoring power, and details outlining the restoration of power

To report an outage, call 226-896-2200. For real-time outage updates, visit enovapower.com/outages.

EMERGENCY PREPAREDNESS

Safety is always the top priority in severe weather or during power outages. There are a number of things you can do to make sure you and your family are prepared in the event of a prolonged outage or extreme weather event.

Make an Emergency Plan

Make a Plan

Every household needs an emergency plan. It will help you and your family know what to do in case of an emergency. It will take you about 20 minutes to make your plan. Your family may not be together when an emergency occurs. Plan how to meet or how to contact one another, and discuss what you would do in different situations. For tips on making your family’s emergency kit visit getprepared.gc.ca.

Prepare an Emergency Kit

Prepare for at least 72 hours with the following:

Flashlights and batteries
Battery operated radio and clock
Cell phone
Candles and waterproof matches or a lighter
Blankets, coats, hats and gloves
Plastic garbage bags
First aid kit
Bottled water

Manual can opener
Prescription drugs, contact solution
Extra cash
Non-perishable food such as canned goods
Sleeping bags
Toilet paper, other personal toiletries
A loud whistle
Battery charger for cell phones and electronics and a portable battery bank.

Electrical Safety Tips and Tools

The health, safety and wellness of our people and communities will always come first. We take pride in educating every generation of residents on the importance of electrical safety. What we do matters to the people and businesses in our communities, and we have the proven responsiveness and experience to support our customers and keep them safe.

We have a number of helpful safety tips and tools available to help you. Click on the below to see the tips that best meet what you’re looking for.

Learn More

Safety Around the Home

Learn More

Safety Outside the Home

Learn More

Safety Education Resources

Learn More

Electrical Safety at Work

Learn More

Energy Efficiency Programs

Enova understands the importance of saving energy and money and best managing your energy costs. We have a number of tips and tools available to help you improve your energy efficiency.

There are also a number of programs available to assist you in meeting your energy efficiency needs. Our team of experts are available at any time to help you in finding the program that is the best fit for you, and helping you complete your application.

For more information, visit enovapower.com/efficiencyathome.

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, including:

A free home energy needs assessment conducted by a trained energy professional to 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.
Free energy-saving kits customized to meet your energy needs. Your kit could include energy-saving LED lighting, timers, faucet aerators and/or a clothes drying line.All expert advice and energy-saving home upgrades under this program are completely free of charge.

Canada Greener Homes Grant Program

The Government of Canada is offering homeowners a chance to make their homes more energy-efficient through the Canada Greener Homes Grant. The program helps Canadians make their homes more comfortable and more affordable to maintain by offering incentives to complete upgrades. You may be able to improve your home’s insulation, air-tightness, windows and doors, install a smart thermostat, and more. Up to 700,000 grants of up to $5,000 are available, so apply today!

Home Energy Evaluation

Enova is happy to support the local environmental charity and social enterprise better known as Reep Green Solutions. They offer a variety of services to residents within the Waterloo Region. You can find out more about their services by visiting their website: reepgreen.ca.

If you are interested in learning more about how to schedule an appointment with one of their Registered Energy Advisors, please email energy@reepgreen.ca or call 519-744-9799, Extension 1 > 2, to get started.

Energy Efficiency Tips and Tools

Enova is committed to supporting our customers in their efforts to save money and lower their electricity consumption. We offer a number of resources, tips, and tools to help you better manage your costs and keep your home as energy efficient as possible, including:

Take advantage of hundreds of energy efficiency tips to help you all-year round. Whether you’re living in a house, apartment, or condo, WNH has tips available to help you manage your electricity consumption. Download a copy of our Energy Conservation Handbook and start improving your energy efficiency today.

Automate Usage With a Smart Thermostat
A smart thermostat can reduce your heating and cooling costs by up to 15 per cent. It works by learning your habits and adjusting the temperature automatically. For example, if you tend to turn the temperature down before bed at 10 p.m., a smart thermostat will start making that adjustment automatically. You can also control a smart thermostat from an app, so, if your schedule changes unexpectedly, you can still maintain control of your heating and cooling costs from the palm of your hand.

Seal Ductwork
Hot air and cold air can escape through joints in ductwork. That means you’re paying to heat and cool places you don’t want to (for instance, an unfinished basement) and not getting heating and cooling to areas you do (upper floor rooms). Applying heating-vent tape to all visible joints will help.

Use Ceiling Fans
Ceiling fans are great when you need to cool bedrooms, but not the whole house, especially at night. The fan will also help in cold months as most come with a “reverse” option that pushes hot air down into the room.

Fight Phantom Power Consumption
Plug electronic devices into a power bar and program it to switch off at night. Remember that phone and tablet chargers, computer equipment such as printers and monitors, televisions, speakers, routers, and game consoles suck energy even when they’re not in use. Having them all on power bars makes it easy to switch them off before everyone goes to bed.

Keep Your Heating and Cooling System Running Smoothly
Keep your furnace and HVAC system running like new with annual servicing by a professional. Be sure to also change your furnace filter every three months to help make sure your furnace isn’t working harder than it needs to.

Contact our energy efficiency experts at 226-896-2200 with any questions you may have or visit Save on Energy’s Energy Efficiency For Your Home Website or enovapower.com/energyefficiency for more tools, tips and resources.

Safety Education Resources

Safety and well-being above all is one of our core values, and to help you and your family learn more about electrical safety, Enova has a number of fun, educational resources for you to enjoy.

School Safety Program

Enova knows the importance of educating the next generation on the importance of electrical safety. Young students can inspire changes in behaviour at school, at home, and in the broader community.

Our electrical safety school program is a fun, interactive education presentation hosted by an award-winning safety expert and Enova employees. Our presentation focuses on a range of electrical safety topics including: energy generation, electricity distribution, home electrical safety, energy conservation and cautionary case studies.

We’re available to make presentations to your school or classroom throughout the school year. We’re also happy to tailor a presentation for your youth group or community organization. Contact our School Safety Program administrators to book your presentation today.

Lucky the Squirrel Videos

There’s nothing lucky about safety, but Lucky the Squirrel can help you and your family learn important safety lessons through a series of short animated videos.

Enova, along with a number of other industry partners, developed these six short videos to highlight key safety messages. Each video features Lucky, our furry partner in safety, as he learns important lessons about the dangers of electrical hazards.

See all six videos today!

Playlist

6 Videos

Look Up! Look Out! Watch for Overhead Powerlines

0:16

Keep Your Distance from Overhead Powerlines

0:16

Call Before You Dig

0:16

The Dangers of Tampering with Electrical Equipment

Stay Away From Downed Powerlines

What To Do If Your Vehicle Comes in Contact With Live Powerlines

Elementary School Poster Contest

Each year, WNH asks students in Grade 1-8 to help design our next safety poster. Students from across our service territory submit hand-drawn artwork highlighting an important safety message. In addition to winning great prizes, the winning students have their artwork displayed in social media messaging, bill insert, safety ads and other communication material. Stay tuned for next year’s contest and be sure to let your child know how to register.