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Consumer Charter

Understanding your rights and responsibilities about energy services will help you make informed choices and know where to go for help. A big part of our ongoing consumer protection role is to make sure you understand those rights and responsibilities.  Read the Consumer Charter.

Helping You Stay Connected

Check the Service Rules

The Ontario Energy Board (OEB) has rules in place to protect you as a residential consumer and ensure all electricity customers across the province are treated fairly when it comes to customer service.  Utilities follow special rules that give qualifying low-income households even more protection, such as waiving security deposits and allowing longer payment times under arrears payment plans.

Visit the OEB website to learn more: www.oeb.ca/rules.

Get Help Paying Your Bill

If you are behind on your electricity bills, you have an opportunity to go on an arrears payment plan.  The payment plan gives you extra time to pay your overdue bills.

Contact Orillia Power to learn more.

Apply for Additional Support

The OEB has support programs in place to help you in an emergency, or on an ongoing basis.

The Low-income Energy Assistance program (LEAP) is an emergency, one time, financial assistance program for qualifying low-income customers that are behind on their electricity bills and facing disconnection.  Those who qualify may receive up to $500 for their electricity bill, up to $600 if the home is electrically heated.

Visit www.oeb.ca/billhelp to find out more.

The Ontario Electricity Support Program (OESP) provides a monthly on-bill credit to reduce the electricity bill for qualifying low-income customers.  Recently, OESP credits have been increased by 50 per cent, and eligibility thresholds for household income and size have been broadened, to provide more support for qualifying low-income consumers.  The increase translates to an additional $180 to $300 per year for qualifying households, depending on their size and annual income.  Consumers who live in homes which are electrically heated, or who rely on certain medical devices requiring a lot of power, qualify for a higher level of OESP assistance.  Indigenous consumers also qualify for a higher level of assistance.

More information is available at www.OntarioElectricitySupport.ca.

Improve Your Home’s Energy Efficiency

Ontarians can access a variety of coupons and programs through the Save On Energy programs specifically designed to improve the energy efficiency of your home. Orillia Power can provide more details about Save On Energy programs in our area.

Call the OEB

For more information, you may call the OEB at 1-877-632-2727 (toll-free) or visit their website at www.oeb.ca.