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Metered Services

Whether you have questions about moving, managing your account, your first bill, commodity rates, payment options and other frequently asked questions, it’s all right here.

Overview

Don’t see the information you’re looking for? Simply contact us at 1 866-449-4423 or connections.care@enercare.ca.

Updating my account

Visit MyEnercare to update your account details.

Renting out a condo unit

As part of standard service procedure, tenants renting a unit from a condo unit owner where electricity is not included in the rent are required to complete a Customer Services Agreement to setup an account for metered services. As of the tenant move-in date, all billing will be addressed to the tenant. When planning to move-out, tenants are responsible for contacting Enercare to close their account. Effective as of the move-out date, bills for the unit will be redirected to the unit owner’s account until a new tenant account has been setup.

Moving out

Customers are responsible for all charges until their account is closed. If you are moving, contact our Customer Care Centre or complete a MyEnercare moving out form to arrange for a final meter reading to close your account.

 

Enercare | Metered Services Account

Understanding My Charges

Your first bill 

Your building may receive metered services for electricity, water, thermal energy and/or gas supplied. This sample statement explains the line items you may see on your first bill, depending on the services delivered. 

View Sample First Bill

Understanding commodity rates

A commodity rate is the per unit cost that a commodity, either electricity, water, thermal energy or gas, is charged.

Electricity: 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.

Water: Water rates are determined by the local utility and will differ region to region.

Gas: The Ontario Energy Board sets the rates charged by natural gas utilities. For more information, visit the Ontario Energy Board website

Thermal Energy: Thermal energy is the amount of heat added or removed from a unit. Because thermal energy is delivered by the central mechanical equipment in a building, rates must be calculated by the building, its consultants or Enercare. We take a rigorous approach and meter the central mechanical equipment to accurately calculate thermal energy rates at which residents are being charged.

What do delivery charges include?

These charges represent the costs of delivering a commodity from generating stations or processing plants to your utility then to your home or business. This includes:

  • Costs to build and maintain transmission and distribution networks and operate provincial and local distribution 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 commodity that you use.

For electricity sub-metering customers, 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.

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 and include the costs associated with funding Ministry of Energy conservation and renewable energy programs. For more information, visit ontarioenergyboard.ca/OEB.

 

Payment Options

Enroll in paperless e-billing

Join the thousands of customers who have enrolled in paperless e-billing for an easier way to manage your bills. Register today at myenercare.ca. Benefits include:

  • Receive email notification of your latest bill with the bill amount due and payment due date once it’s ready
  • Reduce clutter by eliminating paper statements
  • Help the environment by reducing paper waste

Setup pre-authorized payment (PAP)

The Pre-Authorized Payment Plan is an easy and convenient way to pay your bill. Sign-up and your bill amount due will automatically be withdrawn from your bank account, avoiding any late payment fees. Payments are applied to your Enercare account on the bill due date.

Make a credit card payment

Make a payment with your Visa, Mastercard or American Express credit card using one of the following payment services. A convenience fee is applied by the service providers at the time of payment.

  • Paymentus: Call 1 866-429-8904 or make a payment online 
  • Plastiq: Call 1 844-752-7847 or make a payment online 

Pay through your bank

Pay in person, call in or pay online through your bank. When making a payment by phone or online banking service, ensure that you make the payment to ‘Enercare Connections (submeter)’ and include the 10-digit account number shown at the top of your bill.

Please take into account the processing time when making a payment to avoid late charges. On average, the bank requires 3 to 4 business days to process payment.

Mail a cheque

You may pay your bill by mailing a cheque along with the bill statement stub to the address below. Please include your account number in the memo section of the cheque and allow for postal delivery time when sending your payment.

Enercare Connections Inc. T46115

Payment Centre

PO Box 46115 Station A

Toronto ON, M5W 4K9

Enercare is not responsible for payments received late due to postal delays. To avoid the possibility of a late payment charge, we recommend using one of the alternative payment options (or allowing 2 to 4 business days for delivery).

 

Late Payments & Electricity Disconnection

Tho avoid late payment charges, please ensure you allow sufficient time for payment to reach us and be processed in advance of the due date on your bill. The time required varies with the method of payment chosen. Additional charges will apply for non-payment of accounts and includes costs for collection, and service disconnection and reconnection, as applicable.

Late payment charges

Please note that interest will be charged on any amount not received by the due date at the rate of 1.5% compounded monthly (19.56% per annum) from the due date until receipt of your payment with all accrued interest.

Electricity disconnection and reconnection

Electricity service to your unit may be disconnected for accounts in arrears. Should you be disconnected, a payment for the amount overdue along with disconnection and reconnection fees must be made in order to be reconnected.

Managing Energy Consumption & FAQs

With Enercare metered services, residents’ energy use is fairly allocated to each unit, giving residents the freedom to manage usage and control costs.

Monitoring your usage

All metered services customers have access to their energy usage information through MyEnercare.ca. Setup an account to view your daily usage and see how you’re doing compared to your neighbours. In addition, you can also conveniently access current and past bills, view your rates and manage your account details.

Download Energy Saving Tips 

Frequently asked questions about energy use

1. I was on vacation and have received a high bill for that period. Why is that?

Customers are reminded that appliances on stand-by will still consume electricity and heating and cooling can use a considerable amount of energy. If you are away for a long period of time, make sure to unplug appliances if possible and adjust the thermostat or turn it off completely. Also check that there is no water leakage in the toilet tank, faucets or pipes.

2. Why do all of my neighbours have a lower consumption than me when my unit is smaller?

Consumption can result from many factors beyond the unit size. For example, factors include the number and type of appliances, settings on the thermostat, type of heat source, unit insulation, direction the unit is facing, energy rating and usage habits.

3. Why are my bills higher in the winter and summer seasons?

Higher bills during the winter and summer months are typically attributed to the cost for heating and cooling a space.

4. I own a gas heater. Why would this cause an increase in electricity consumption?

Gas heaters have an electric fan inside the unit. Depending on the model, some fans can use a significant amount of electricity in the winter months.

5. My air conditioning and heat costs are covered as part of my monthly maintenance fees. Why do my bills still increase during the winter and summer months?

Even though the building may provide air conditioning and heat, individual units may still require an electric fan to push the warm and cold air into the unit. This results in an increase in consumption. Seasonality often affects other things such as the amount of lighting needed, cooking, use of portable heaters, etc. that increases your consumption.

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Need more details? Read the fine print.

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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