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Billing and Account Inquiries

Overview

As part of the onboarding process, a dedicated Client Manager will be assigned to your portfolio to bring your system online. Their role is to lead you through the process during initial sub-metering program setup and to provide ongoing support and one point of contact for on-site and head office staff. Should you have any questions regarding your portfolio, contact your Client Manager or client.care@enercare.ca​

 

Enercare | Sub-metering Billing and Account Inquiries

Managing Your Portfolio

Important changes to tell us about

If there are planned changes to the owner, operator, or physical structure of a building, it’s important to notify your Client Manager ahead of time. This is imperative as there are impacts to statements issued by Enercare.

Remember to keep us in the know when:  

  • There is a change in building owner or property management company
  • The condominium corporation registers
  • There are structural changes to the building, such as adding new units, that will need sub-metering services

Building Audit Program for rental buildings

For landlords and rental property managers, it is a lot of work to ensure nothing falls through the cracks in the period between when a tenant moves out and a new tenant moves in. Enercare’s Building Audit Program improves billing service by ensuring all residents in a building eligible for sub-metering are enrolled and being billed for their consumption. It’s a service we provide to make life easier for landlords and property managers and to recuperate utility expenses.

In an audit, account records are compared with the rental apartment’s rent roll, identifying discrepancies in tenant details and program start and end dates. The resulting audit report outlines actions required to reconcile the records between Enercare and each building. This ensures that the landlord or property manager is not paying for a resident’s consumption.

Interested in learning more about the Building Audit Program for your rental building? Contact your client manager or client.care@enercare.ca.

Monitoring your building’s consumption

Building owners and property managers can conveniently access the Property Management Portal to view and download electricity consumption data for buildings across their portfolio. Using this data, you can identify usage trends, measure sub-metering program performance and provide 12 months of usage data to prospective tenants as required by the Residential Tenancies Act.  

Not setup with an account? Contact your Client Manager or client.care@enercare.ca

Download the Information to Prospective Tenants Form

Billing

How to ensure timely issuance of resident bills

In the case where you receive the bulk bill, it’s important for you to submit these to us on a timely basis as late submissions may impact resident billing periods.

Electricity pricing information

In Ontario, the electricity sector is regulated by the Ontario Energy Board and building owners may be charged according to: Regulated Price Plan (RPP), Hourly Ontario Energy Price (HOEP), or Electricity Retail Contract (Fixed Contract) pricing. Enercare billing reflects the pricing model that the building is on. Read more about Ontario electricity pricing models and current RPP rates.

Changing how you purchase electricity?

If you choose to make a change to how you purchase electricity, for example if you switch from a Regulated Price Plan to Electricity Retail Contract, let your client manager know immediately. Enercare issues statements and resident bills based on electricity rates at which the building is charged and will need to update the billing system to reflect new rates and charges.

Electricity Rate Increases

Why do Regulated Price Plan electricity rates change?

The Ontario Energy Board (OEB) is the regulator that sets electricity prices under Regulated Price Plan (RPP), Tiered Pricing twice a year, on May 1 and November 1. The OEB calculates rates based on an estimate of how much it will cost to supply the Province with electricity for the next year. The OEB includes factors such as the estimated amount of power needed for the province, types and pricing of different electricity sources, and accuracy of previous projections. Visit the OEB website for details on how electricity prices are set.

Why do electricity charges increase?

Electricity charges are made up of three components: 1) electricity consumption which may be calculated based on RPP or Time-of-Use rates set by the OEB or an energy retailer contract, 2) delivery charges, and 3) regulatory charges which are passed through by the local distributor on your building’s bulk bill. An increase in electricity charges can be attributed to a change in one or more of these components.

What do my delivery charges include?

These charges represent the costs of delivering electricity from generating stations across the province to your utility then to your home or business. This includes:

  • Costs to build and maintain transmission and distribution lines, towers and poles and operate provincial and local electricity systems;
  • Costs associated with sub-metering your home or business including, but not limited to, the costs of installing, maintaining and reading the sub-meters; and
  • Costs related to billing, customer care, collections and general administrative services.

A portion of these charges are fixed and do not change from month to month. The rest are variable and increase or decrease depending on the amount of electricity that you use. The delivery charge also includes costs relating to electricity lost through distributing electricity to your home or business. Your utility collects this money and pays this amount directly to its suppliers. When electricity is delivered over a power line, it is normal for a small amount of power to be consumed or lost as heat. Equipment, such as wires and transformers, consumes power before it gets to your home or business.

Read more about Ontario electricity rates.

What do regulatory charges include?

Regulatory charges, which apply to electricity sub-metering customers, are the costs of administering the wholesale electricity system and maintaining the reliability of the provincial grid.

 

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The contents of this webpage are provided for general informational purposes only. We do not make any warranties about the completeness, reliability or accuracy of the information as it relates to your circumstances. Any action you take upon the information provided is strictly at your own risk. This information is not a substitute for, and is not intended to replace, independent professional advice.

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