Energy Board introduces new rules for electricity disconnections

Ontario Energy Board
News Release

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TORONTO (July 2) - Today the Ontario Energy Board (the board) issued amendments to the Distribution System Code, the Retail Settlement Code and the Standard Supply Service Code to enhance customer service rules for residential customers and create province-wide standards for electricity utilities across the province.

The changes create rules specific to disconnection for non-payment, security deposits, arrears management programs, equal payment plans, bill issuance and payment, correcting billing errors, allocating partial payments between electricity and non-electricity costs, and managing customer accounts.

Examples include:

- Ensuring customers receive at least 10 days notice before their service is disconnected for non-payment;

- Making arrears management programs available to residential customers who qualify and are unable to pay their electricity bill;

- Ensuring security deposits are applied against any arrears before a disconnection notice can be issued to a residential customer;

- Making equal monthly payment plans available to residential customers; and

- Providing a 60-day notice period if any regular resident at a customer's home faces a significant health risk if their electricity supply is disconnected.

The amendments flow from a board-initiated consultation process concerning how electricity distributors provide service to their customers.

Most of the amendments will take effect on January 1, 2011.

The new arrears management programs and equal monthly payment plans will come into force on October 1, 2010 and April 1, 2011, respectively.

For more information please refer to the customer service rules backgrounder.

The Ontario Energy Board regulates the province's electricity and natural gas sectors in the public interest.

It envisions a viable and efficient energy sector with informed consumers and works toward this vision through regulation that is effective, fair and transparent.

For more information on the Board, please visit our web site at www.oeb.gov.on.ca or contact the Consumer Relations Centre at 416-314-2455 or toll-free at 1-877- 632-2727.

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