Support available for Kitchener-Wilmot Hydro Inc. customers concerned about electricity bills

Posted on Friday March 27, 2020

Kitchener-Wilmot Hydro Inc. (Kitchener-Wilmot Hydro) is offering support to families and businesses who are struggling to pay their electricity bills during the COVID-19 pandemic.  

“Families and businesses are feeling financial pressure as we come together to do our part to flatten the curve and we are doing what we can to help ease the burden,” says Jerry Van Ooteghem, President & CEO, Kitchener-Wilmot Hydro.

There are options available for electricity customers who are facing hardship in these uncertain times: 

Rate relief

The Government of Ontario has announced rate relief for families, small businesses and farms paying time-of-use rates. Starting March 24, 2020, time-of-use rates will be held to the off-peak rate of 10.1 cents per kilowatt hour 24 hours a day, seven days a week, for 45 days.

Customers do not need to do anything in order to receive the reduced time-of-use rate. The reduced rate will automatically be applied to qualifying customer bills on electricity use as of March 24, 2020. 

Flexible payment options and financial assistance programs

Kitchener-Wilmot Hydro customers who are struggling to pay their electricity bills can make alternate and flexible bill payment arrangements by calling Customer Care at 519-743-3600.

Financial assistance programs are also available for residential customers who need additional bill support, including emergency financial relief through the Low-Income Energy Assistance Program (LEAP) and the Ontario Electricity Support Program (OESP), which provides eligible low-income customers with a fixed monthly credit on their electricity bills. More information about these programs can be found at

Electricity service disconnection has been suspended

In addition to offering flexible payment arrangements and financial support programs, Kitchener-Wilmot Hydro has suspended electricity disconnection for residential and small business customers until July 31, 2020. 

Help is available

Customers who need help paying their Kitchener-Wilmot Hydro bill should contact the utility by phone at 519-743-3600 or by email at Monday through Friday, 8:30 a.m. to 4:30 discuss the options available.

“These are uncertain and stressful times,” says Van Ooteghem. “We want our customers to understand that we are here to help.”