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Important information for our customers about Kitchener-Wilmot Hydro Inc.’s response to the COVID-19 pandemic

Updated: July 14, 2020

With the World Health Organization’s declaration of the COVID-19 pandemic on March 11, 2020, Kitchener-Wilmot Hydro immediately began taking steps to protect the health and well-being of its customers, employees, and the general public.

Kitchener-Wilmot Hydro has a comprehensive pandemic plan that is being implemented and updated as needed as the situation continues to evolve. The plan is designed to ensure that operations and infrastructure are properly supported so that Kitchener-Wilmot Hydro can continue to provide reliable electricity services to its customers, and to protect the health and well-being of customers, employees, and the general public.

Below you will find information about options available to customers during the pandemic. This page is updated regularly as the situation continues to evolve. 

Learn more about:

Customer care options during COVID-19

Visiting Kitchener-Wilmot Hydro's Office

Introducing the COVID-19 Recovery Rate for electricity

Flexible payment options and financial assistance programs 

Self-serve tools 

Disconnection policy during COVID-19 

What is "essential work" for Kitchener-Wilmot Hydro? 

Visiting Kitchener-Wilmot Hydro's Office

Our office is open to the public on a limited basis and appointments are required. Please call 519-743-3600 to book an appointment. 

Learn more about our Customer Care options during COVID-19

For information about how to pay your bill, visit our Payments page.

For forms for residential customers, including move in and move out forms, visit our Forms for Residents page.

For forms for business customers, including starting, stopping, or moving service, visit our Forms for Businesses page. 

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Introducing the COVID-19 Recovery Rate for electricity

Updated: May 30, 2020

The Government of Ontario has announced the COVID-19 Recovery Rate. With the COVID-19 Recovery Rate, customers paying time-of-use rates for electricity will pay a fixed rate of 12.8 cents per kilowatt hour for electricity starting June 1, 2020 until October 31, 2020, 24 hours a day, 7 days a week. 

Customers do not need do anything in order to receive the COVID-19 Recovery Rate. The rate will automatically be applied to qualifying customer bills.

For more information, read the Government’s news release.

Any bill you receive that includes electricity use before March 24 will include on-peak pricing at 20.8 cents per kilowatt hour and mid-peak pricing at 14.4 cents per kilowatt hour. Electricity used between March 24, 2020 until May 31, 2020 will be priced at 10.1 cents per kilowatt hour.

For electricity consumed starting June 1, 2020, all electricity use will be priced at 12.8 cents per kilowatt hour. 

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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.

Residential customers who have fallen behind on their electricity bills as a result of the COVID-19 pandemic may qualify for a one-time on-bill credit to help them catch up on their energy bills and resume regular payments. Learn more about the COVID-19 Energy Assistance Program and see if you qualify. 

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. 

There are also payment options available for customers who do not need financial assistance, but who want to make managing their electricity bills easier, including:

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Self-serve tools 

To protect the health and well-being of our workers and the general public, we have temporarily closed our office to visitors and some employees are working from home.

Many of the business transactions that are done at our customer service counter can be done online or over the phone, including:

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Disconnection policy during COVID-19

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. 

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What is "essential work" for Kitchener-Wilmot Hydro?

Kitchener-Wilmot Hydro Inc. (Kitchener-Wilmot Hydro) has been identified as an essential workplace. That’s because safe, reliable electricity service is vital to other essential services that protect the health and well-being of residents and businesses in Kitchener and Wilmot Township, such as hospitals, long-term care homes, grocery stores, restaurants, and farms.

The work our crews do is fundamental to electricity reliability and includes:

Pole replacement

Some of the poles in our service territory have reached the end of their life and in order to ensure reliable service and protect the safety of the public, these poles must be replaced.

Tree trimming

Tree limbs and branches near power lines can be dangerous. Spring and summer are busy storm seasons with the potential for high winds, and with leaves sprouting in the next few weeks, we must proactively trim trees to keep branches well away from power lines to ensure reliability and protect public safety. Learn more about our tree trimming program and schedule.

Municipal infrastructure enhancements

Our community is growing, and Kitchener-Wilmot Hydro plays an important role in ensuring that the infrastructure needed to support that growth is in place and ready to go when life returns to normal. We are required by law to ensure that electricity is available to power new residential and commercial development, and we must move service lines to accommodate widening roads.

Keeping our crews working also ensures that we are ready to respond in the event of any power emergencies. We are taking every precaution to protect the health and safety of our crews and the public, including sanitizing equipment daily, reducing the number of workers on a crew and in a vehicle, and practicing physical distancing where possible. Please help keep our team safe by staying two metres away from workers and minimizing contact.

We understand that these are uncertain times and people are uncertain about what the future holds.If you have any questions or to discuss your account, give us a call at 519-743-3600 or email us at customercare@kwhydro.ca.

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