F.A.Q

Disconnection

A. Can a customer be disconnected for non-payment of the electricity bill?

  1. Midland Power Utility Corporation has the right to disconnect a customer and no longer provide services if the customer does not pay the electricity bill.
  2. Midland Power Utility Corporation will only disconnect a customer if payment is not received in a timely manner, and after following rules that are prescribed by the Ontario Energy Board, the regulator of Midland Power Utility Corporation
  3. Midland Power Utility Corporation can also disconnect power if a customer fails to pay a required security deposit.
  4. Midland Power Utility Corporation also has the right to disconnect a customer without notice in accordance with a court order or for emergency, safety or system reliability reasons.

B. What steps will Midland Power Utility Corporation take if a customer does not pay the electricity bill?

The following describes what will happen if payment is not received Midland Power.

  1. If payment has not been received and it is more than 20 days after the bill has been issued to the customer, Midland Power Utility Corporation can apply late payment charges and start collection actions.
  2. Midland Power Utility Corporation must deliver an account overdue notice to the customer by the customer’s preferred method of communication, if known. Otherwise, the notice is issued by mail or any other means that is determined to be appropriate by Midland Power Utility Corporation
  3. If payment is still not received 7 calendar days after issuing the overdue notice, Midland can issue a disconnection notice.

C. What will be in a disconnection notice?

  • The date of the notice.
  • The amount that is overdue for payment, including all applicable late payment and other charges associated with non-payment to that date.
  • The amount of any approved service charges(s) that may apply to reconnect service, should the service be disconnected and the customer request reconnection.
  • The forms of payment options for the customer to pay all overdue amounts to avoid disconnection, and the time periods during which the forms of payment will be accepted.
  • The earliest and latest date disconnection may occur. (Note: disconnection cannot take place until at least 14 calendar days after the disconnection notice is issued).
  • If a Midland Power Utility Corporation service person arrives to disconnect your service, the acceptable form of payment is by Credit Card only (fees apply).
  • Notice that the disconnection may take place whether or not the customer is at the premises.
  • Payment options using an Ontario Energy Board prescribed standard arrears management program or equal monthly payment plan. The Notice will provide contact information for the customer to obtain further information.
  • Programs for eligible low-income customers. The Notice will provide information on how to access these programs and the Emergency Financial Assistance Program.

D. After I received a disconnection notice, I made a payment to Midland Power Utility Corporation But my payment is not sufficient to cover the outstanding amount for electricity, water and sewer service charges. How does Midland Power Utility Corporation treat my payment?

  • Where a bill issued to a residential customer includes charges for services other than electricity such as water and sewer, Midland Power Utility Corporation is required by the Ontario Energy Board to allocate any payment made by the customer first to the electricity charges and then, if funds are remaining, to the charges for other services such as water and sewer.
  • Customers in Tay or Midland rate zones are only billed for electricity services.

E. If my payment is not sufficient to cover the outstanding amount for electricity, water and sewer service charges, can I request Midland Power Utility Corporation to allocate my payment not fully to electricity and pay some of my bill for water and sewer services?

  • Midland Power Utility Corporation may, but is not required to, allocate the payment in the manner requested if a customer requests that a payment be allocated in a manner other than what is required by the Ontario Energy Board.

F. I have received a disconnection notice, what should I do to avoid a service disconnection?

  1. To avoid disconnection, it is important to contact Midland Power Utility Corporation as soon as you receive a disconnection notice. Do not delay.
  2. The quickest way to keep an electricity service connected is by paying the outstanding balance. Information on how to contact Midland Power Utility Corporation Customer Service Teams are listed at the bottom of this document.

G. If I cannot pay the amount that I owe for my electricity, what options are available to me to avoid a service disconnection?

  1. Midland Power Utility Corporation understands customers may have difficulty paying the bill at times and that assistance may be required to help the customer. Our preference is to avoid disconnection and work out a payment plan to assist you in keeping your account in good standing.
  2. If a customer is having difficulty making a payment or has extenuating circumstances, the customer may qualify for an Ontario Energy Board prescribed standard arrears management program, which is available to all residential customers.
  3. The customer can join one of our convenient payment plans, including an equal monthly payment plan. Please contact our Customer Service Team, and they will assist you in making these arrangements.
  4. There are programs available to eligible low-income customers through the Ontario Electricity Support Program (OESP), or emergency funding offered by the Low-income Energy Assistance Program (LEAP). For further information, please contact (905) 895-6276.
  5. The above programs will allow the customer to repay the debt over a period of time. However, taking advantage of these programs does not excuse a customer from paying the amount owed or from paying the new bills.

H. I have made a partial payment towards my bill. Will my electricity service still be disconnected?

  1. notice of disconnection. A disconnection can still be avoided if the customer pays off the outstanding balance.
  2. If a customer is having difficulty making a payment or has extenuating circumstances, the customer may qualify for an Ontario Energy Board prescribed standard arrears management program, which is available to all residential customers. Customers can join one of our convenient payment plans, including an equal monthly payment plan.
  3. Please contact our Customer Service Team, and they will assist you in making these arrangements. Information on how to contact Midland Power Utility Corporation Customer Service Teams are listed at the bottom of this document.

I. I am a low-income customer. What specific programs are available to me?

  1. Ontario Electricity Support Program (OESP), which may be found at www.ontarioelectricitysupport.ca or by phoning 1-855-831-8151.
  2. Low-Income Energy Assistance Program (LEAP), which provides emergency financial assistance to help pay overdue electricity bills. Midland Power Utility Corporation customers may contact their local Salvation Army to see if a customer is qualified for assistance. For further information, please contact (905) 895-6276.
  3. A new COVID-19 Energy Assistance Program is a one-time credit now available to electricity residential customers who are experiencing hardship due to COVID-19. Please visit our website to fill out an application form.
  4. Consumers can learn about OESP, LEAP, and COVID-19 programs on the Ontario Energy Board website
  5. In addition, Midland Power Utility Corporation must offer convenient payment plans, including an equal monthly payment plan to low-income customers.
  6. Midland Power Utility Corporation must suspend a disconnection action for a period of 21 calendar days once it has been advised that a customer may be eligible for emergency financial assistance under the Ontario Energy Board’s low-income energy consumer programs.
  7. Midland Power Utility Corporation must waive security deposits and allow longer payment timeframes under an Ontario Energy Board prescribed standard arrears payment plans.

J. When can Midland Power Utility Corporation disconnect a customer if payment is not made?

  1. At least 14 days after the disconnection notice is issued and if payment is still not received, Midland Power Utility Corporation will schedule disconnection.
  2. The disconnection can occur any time during the next 14 calendar days.

K. Will Midland Power Utility Corporation inform a customer of when a disconnection occurs?

  1. Notice of disconnection outlines the earlier and the latest date the disconnection occurs.
  2. In addition, Midland Power Utility Corporation will take all reasonable efforts to contact the customer in person or by telephone at least 48 hours prior to the scheduled date of disconnection.

L. A Midland Power Utility Corporation representative has arrived at my premises to disconnect. What can I do to avoid the disconnection?

  1. When a Midland Power Utility Corporation service person arrives at a customer’s premises to cut off power, a disconnection can still be avoided if the customer pays off the outstanding balance.\
  2. If a Midland Power Utility Corporation service person arrives to disconnect service, the acceptable form of payment is by Credit Card only (fees apply).

M. Can Midland Power Utility Corporation disconnect a residential customer during the winter?

  1. No. In the winter, Midland Power Utility Corporation must not issue a disconnection notice for an occupied residential property solely on the grounds of non-payment.
  2. Midland Power Utility Corporation is banned from disconnecting residential customers for non-payment during the winter every year, from November 15 to April 30.
  3. Homes that are already disconnected for non-payment and are occupied must be reconnected by December 1 without charge.

Reconnection

A. If I am disconnected for non-payment, what can I do to be reconnected and receive electricity services?

  1. A customer can be reconnected if the customer makes payment in full of the amount overdue, or after the customer enters into an Ontario Energy Board prescribed arrears management program.
  2. Midland Power Utility Corporation may offer additional payment arrangements. Please contact our Customer Service Team, and they will assist you in making these arrangements.

B. If I am disconnected for non-payment, when will I be reconnected if I pay the due amount or enter into an arrears management program with Midland Power Utility Corporation?

  1. Midland Power Utility Corporation must reconnect a customer within 2 business days of the date the customer makes payment in full of the amount overdue, or after the customer enters into an Ontario Energy Board prescribed standard arrears management program.
  2. Midland Power Utility Corporation may recover from customer requesting the reconnection any Ontario Energy Board’s approved reconnection charges.
  3. The reconnection charges will be applied only after reconnection has occurred.

C. What happens if I cannot afford to pay the reconnection charges?

  1. If a residential customer is unable to pay the reconnection charges, Midland Power Utility Corporation will offer reasonable payment arrangements following the reconnection.
  2. Low-income customers do not have to pay a reconnection charge.

Contacting Midland Power Utility Corporation that is owned and operated by Newmarket-Tay Power Distribution Ltd. for assistance or to obtain additional information

Customer Service Representatives are available to assist customers or require information about any programs that are available. If you need assistance, please contact our Customer Service Teams Monday – Friday 8:30 am – 4 pm.

Contact Us:

Newmarket Customers (www.nmhydro.ca/contactus.asp)

Tay Customers (www.tayhydro.ca/contact.asp)

Midland Customers (www.midlandpuc.on.ca/contact-us/)

Further Details on Customer Service Rules

  1. For detailed customer service rules for electricity, please visit Ontario Energy Board Customer Service Rules for Electricity.
  2. Customers may contact the Ontario Energy Board at 1-877-632-2727 or visit their website at http://www.ontarioenergyboard.ca/

 

How much advance notice does the utility require to process a move?

The notice required is 5 business days.

What is included in the Electricity Charge on my bill?

The Electricity Charge is the amount charged by the power generator for the electricity you used. Midland PUC passes this cost on to you without mark up.

What are Regulatory Charges?

This includes the cost of services required to operate the electricity system and run the wholesale market. The majority of these charges are variable and increase or decrease depending on the amount of your adjusted usage (amount of electricity we purchased on your behalf after adjustment for line losses). The Ontario Energy Board regulates these charges.

What is the Debt Retirement Charge for?

This is a charge set by the Ontario Government which will be used to pay down the residual debt of the former Ontario Hydro.

I am having trouble paying my bills. Is there anything you can do to help?

Yes. Midland PUC cares about our customers. If you are having problems paying your hydro bill, call us as soon as possible at 705-526-9361 and we will discuss payment arrangements.

I’ve made payment arrangements on my overdue account, why do you still send me notices?

Your account still has a balance owing and as a result the computer generated notices are automatically mailed until the balance is cleared.

Can I balance my payments out so they’re level throughout the year?

Yes! We have a Budget Payment Plan that will help you average out your Standard Supply Service monthly payments. Under this system we evaluate the previous 24 months’ consumption to calculate your average monthly payment amount. On your twelfth statement, you will receive a settle-up bill. This statement takes any debit or credit remaining on your account plus your current consumption for the total amount required to settle for the year. Your account is then re-evaluated and set up once again for another budget payment plan year. Your new amount is indicated on your settle-up statement.

Can I get an estimate of my monthly budget payment before I sign up?

Yes. Call 705-526-9361 and one of our Customer Service Representatives will give you an estimate on the spot.

I don’t want to mail my payments. Is there another way for me to pay?

Yes. There are several convenient ways for you to pay. The easiest is signing a pre-authorized payment plan and have your payments automatically withdrawn from your bank account each month. You can also pay your bill in person at your bank, at any automated banking machine that is connected to your account, via the internet or at our office, 16984 Highway #12, Midland.

Will I need to pay a security deposit to open an account with Midland PUC?

All new account requests are assessed for a security deposit. Deposit is based on the information provided. For further information with regard to deposits, please visit the payment options page.

Will I receive interest on my security deposit?

If you pay your security deposit by cheque or cash, you will be paid interest. For further information with regard to deposits, please visit the payment options page.

Do I have to choose an energy retailer?

No. You may choose who you purchase electricity from. If you choose to do nothing, you will continue to be served by Midland PUC as a Standard Supply Services customer. This means you will be billed for your electricity usage at the market rate with no mark up by Midland PUC.

What exactly do electricity retailers do?

Energy retailers serve as middlemen, contracting for wholesale electricity as well as other products and services and then selling them to customers with the added incentive of payment plans, promotional offers and other perks. When you’re dealing with an energy retailer, cost is often only one element of the total package. That’s why it’s important to shop around and compare the various options and terms available from several retailers before signing a contract.

What do I need to do before I sign a contract with an electricity retailer?

Read the contract carefully before you sign it. Make sure you understand the terms and conditions, and ask questions if anything is unclear. Ensure the retailer is licensed by the Ontario Energy Board to sell electricity by calling 1-877-632-2727 or by visiting the Ontario Energy Board’s web site.

Can I cancel a contract with a supplier once I’ve signed it?

As a customer, there is a “cooling off” period that is observed once you’ve signed the contract. However, it is suggested you review your contract with your retailer and visit the Ontario Energy Board’s site for further information.

What questions should I ask an electricity retailer?

You will want to know:
  • Has the retailer got a valid license from the OEB to sell electricity?
  • What is the company’s background and what experience does it have in selling electricity.
  • What price is it charging for electricity and how does that compare to what you’re currently paying?
  • What is the start date and the length of the contract?
  • Will the price change? When? By how much?
  • How can you cancel the contract, and what penalties or service charges would apply?

Is the rate charged by an electricity retailer regulated?

No. The rate charged is not regulated by the OEB. This is the price that appears on your contract. Should the cost of electricity either increase or decrease, you will be charged the price determined by your contract.

How do I know if the price quoted is reasonable?

By comparing offers from several different retailers, you can get a good idea of what is considered competitive pricing. Remember that customer choice and competitive pricing apply only to the electricity portion of your bill.

For further information on electricity prices for your business, please call 705-526-9361.