FAQs

Complete our online moving request form at least 10 business days before your move-out date and provide a forwarding address so we can arrange to send you your final bill or a cheque if you have a credit balance.

No. Each account number is unique to an address. Open a new account for your new service location.

Submit a move request form at least 10 business days before your moving date.

Possibly. Deposits can be waived with a credit check, split into installments or refunded with interest after one year of good payment history. Low-income customers may qualify for a waiver. Contact us for more information.

Yes. If your account number changes, update it in your online banking portal and in MyAccount (for pre-authorized payments).

We apply credits or outstanding charges to your final bill.

If you’re moving within Ontario, re-apply at OntarioElectricitySupport.ca. Remaining OESP credits on your account are returned to the program.

The agreement ends and any remaining balance appears on your final bill.

Most customers receive their first bill within four to six weeks of opening their account. A one-time account set-up charge will appear on your first bill. This charge also applies when a customer moves from one address to another.

You’ll receive your last bill three weeks after your last day of service (includes all charges up to your move-out date).

If you're owed a credit of $5 or more, a refund will be issued. If you subscribe to pre-authorized payments, we'll deposit it directly for you. Otherwise, a cheque will be mailed to your forwarding address.

Credits from the Ontario Electricity Support Program (OESP) are non-refundable and returned to the program. If your credit came from programs like Ontario Works (OW) or the Ontario Disability Support Program (ODSP), we’ll coordinate directly with the agency to determine refund eligibility.

Yes. Call (613) 738-6400. You’ll need the account number, your relationship to the account holder and proof of authorization (e.g., power of attorney or executor documents). 

Please note that if you wish to transfer and take responsibility for the active account yourself, you must be listed as the secondary account holder.

Use the appropriate online form (Landlords/Property Managers or Lawyers). Submit it to us at least 10 business days before the move/closing date. We’ll send you a confirmation number once we process the request.