FAQ

How do Time of Use (TOU) prices work?

Prices vary based on what time electricity is used. That includes time of day, day of the week (weekdays vs. weekends), and by season (winter or summer). TOU pricing encourages consumers to shift some electricity use to off-peak hours when the cost is lower.

Will I see lower electricity bills now that I'’m on Time of Use rates?

If you can shift your heaviest electricity use to off-peak hours then your conservation efforts will be reflected on your bill.

What’s the best way to save money on my utility bill?

There are two ways to cut the cost of your utility bills:

  1. Reduce your use by practicing conservation.  We can talk to you about tips and programs that will help you.
  2. Shifting the time you use your electricity to off-peak times, when electricity costs the least.
Will someone still come to read my meter?

For electricity we can collect the readings remotely with the Residential and Commercial Smart Meters for billing purposes.  We will continue to have someone read your water meter on a regular basis.

Is my usage information secure and confidential?

Yes, Ontario’s electricity distribution companies are required, by law, to ensure the Smart Meters and communications networks that are put into place are equipped with security features to prevent unauthorized access.As a regulated utility, we must also comply with federal and provincial laws regarding the privacy, protection and disclosure of personal information.

Do I have to sign a contract with a Retailer?

Absolutely not. We are mandated to supply electricity to every customer that is not with a       Retailer. Without a Retailer contract you have the advantage of potential savings from Time-of-Use rates.

Lakefront Utilities does not conduct any door-to-door sales activities. You are not required to sign any documentation to take advantage of the potential cost savings associated with your smart meter or Time-of-Use pricing.

I want to access my utility bill on the internet. How do I sign up and is there a cost?

Visit our website www.lakefrontutilities.on.ca and select the “Customer Log In” area and register. You will need a copy of one of your bills to provide you with your account number and meter number. You will be required to choose a password to complete the registration.  Once registered you will be able to access your information and check your account balance and billing history. There is no charge for registering to use this service.

Can I get my bill emailed to me?

Yes you can. To sign up for e-billing you must be registered for web access.  You will require a copy of one of your bills to provide you with your account number and meter number.  Visit www.lakefrontutilities.on.ca and select the “Customer Log In” and complete the registration for web access and e-billing.  If you already have web access you can simply sign into your account and select to start receiving your bills electronically.

Do I have to pay a security deposit?

We request security deposits from residential tenants and non-residential customers. Customers may have the security deposit waived if they meet one of the following:
1. Provide a good payment history* from another energy distributor;
2. At the customer’s own expense, provide a credit check with a score of 650 and above from either Equifax Canada or TransUnion Canada;
3. Provide an irrevocable letter of credit from a bank (non-residential only);
4. Declare low-income status (residential tenants only); or
5. Sign up for pre-authorized payment with Lakefront Utilities and have no more than one pre-authorized payment returned for insufficient funds within a two year period of being set-up (residential tenants only).
*Good Payment History as defined in the Distribution System Code

Do Landlords have to disclose actual usage information to prospective tenants?

The Residential Tenancy Agreement does not appear to address a landlord’s right of access to information concerning a tenant’s actual usage when the tenant has a direct contractual relationship to the utility company. Therefore, the provisions in the Municipal Freedom of Information and Protection of Privacy Act would not appear to support the proposed disclosure of actual usage. In place of actual usage, Lakefront Utilities can provide landlords with the average monthly consumption of a rental unit over the past 12 months.

How long will it take to receive a refund cheque?

Refunds on accounts, by way of a cheque, should allow three weeks for processing time. Within the three weeks the cheque will be sent by standard mail via Canada Post to the mailing address on record, or to the mailing address provided at the time of the request.  Refund Cheques will no longer be available for pick-up at our office.

What is Pre-Authorized Payments?

When customers sign up for pre-authorized payments, this enables electronic transfer of funds from your bank account to pay your current bill.  You will get a bill as normal and the funds will automatically be withdrawn from your account and applied to your account on the due date noted on the bill.

Can I pay my bill in advance? I am going away for a couple months.

You can pay any amount anytime towards your account, assuming your account is up to date.  We would advise that using our Pre-Authorized Payment Plan as a better alternative to ensure your account does not fall into arrears while you are away.

What is the Ontario Energy Board (OEB)?

The Ontario Energy Board regulates the province’s electricity and natural gas sectors in the public interest. It envisions a healthy and efficient energy sector with informed consumers, and works towards this vision through regulatory processes that are effective, fair and transparent. More information is available at http://www.oeb.gov.on.ca.

What is the Independent Electricity System Operator (IESO)?

The IESO balances the supply of and demand for electricity in Ontario and then directs its flow across the province’s transmission lines.

What is the Ontario Power Authority (OPA)?

The Ontario Power Authority is responsible for ensuring an adequate, long-term supply of electricity in Ontario – a critical factor in the province’s continued growth and prosperity. They do this through four key activities.

  • Developing electricity generation capacity for the province.
  • Planning for future power requirements.
  • A conservation bureau to help Ontario save electricity and money.
  • Managing retail price smoothing mechanisms and leading consideration of market development options.
What is Global Adjustment?

Consumers who pay the Hourly Ontario Energy Price (HOEP), or have signed a retail contract, will see their electricity bills also include a line for the Global Adjustment. This charge accounts for the differences between the market price and the rates paid to regulated and contracted generators and for conservation and demand management programs.

Global Adjustment

Understanding Global Adjustment