Update Regarding Disconnection Ban from the OEB

Niagara Falls, ON (March 20, 2020) The Ontario Energy Board (OEB) has provided an update regarding the Disconnection Ban due to non-payment during the COVID-19 pandemic.

The Ontario Energy Board announced that effective immediately, the regulator is extending the current ban on electricity disconnections for non-payment for all residential customers to July 31, 2020. Low-volume, small business customers will now also be protected by the ban.

We here at NPEI will offer our residential and small business customers immediate suspension of electricity disconnections for an additional three months. We are committed to providing this security to hard working-families in our communities. NPEI will be suspending any disconnections for 3 months following the end of the established Winter Disconnection Ban moratorium, minimally until July 31, 2020.  We are most certainly putting our customers first and are working with them by arranging flexible payment arrangements, including the Arrears Payment Plan in order to allow customers more time to pay outstanding balances on their account, Equal Payment Plans, as well as providing information on Financial Assistance Programs, including the Low-Income Energy Assistance Program (LEAP) and The Ontario Electricity Support Program (OESP). 

The Affordability Fund is also available to assist all customers, along with helping low income customers to pay for energy-efficiency improvements in their homes, which will help reduce electricity bills. Take a few minutes to enroll and find out what you qualify for, from FREE Energy Star light bulbs, power bars and/or faucet aerators to Energy Star appliances and home energy plans and upgrades.

We invoked a high priority response by closing the doors to customers; however, our main focus remains on providing our customers with safe and reliable energy, while ensuring the safety and well-being of our employees and our customers. We here at NPEI will continue work to support our customers during this difficult time and we encourage those who have account questions to contact our office through phone at 1-877-270-3938, email at info@npei.ca, online at www.npei.ca, along with registering for NPEI's online portal, My Account, that allows customers to view and pay current and past bills, request moves, update contact details, along with managing electricity consumption by viewing usage data, hour by hour, for any given day.  The Automated Account Balance Lookup is also available by calling 1-877-601-3899.

NPEI has received many questions in regards to the Time-Of-Use Rates. The OEB sets these rates, however we are working closely with the Ministry of Energy and industry partners to discuss options available to customers across the province. The OEB is Ontario's independent energy regulator and makes the decisions and rules to ensure that consumers are treated fairly and that the energy sector is reliable and sustainable. NPEI is not authorized to change or adjust these rates without being advised to by OEB. We will be continuing to monitor the situation and The Ontario Energy Board sets Time of Use Rates, however, we are working closely with the Ministry of Energy and industry partners to discuss options available to customers across the province and we will inform our customers if the OEB makes any changes. More information on electricity prices and rate times is available on the OEB website.

Applicants can apply for LEAP through the following agencies.  Please call ahead to book an appointment.

If you are experiencing difficulty in paying your bill and have been impacted by this pandemic, please stay connected to us...we are here to help!  Contact our Customer Service Team at 1-877-270-3938 or email us at info@npei.ca.