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Customer Care Options During COVID-19

Updated April 4, 2021

Have a specific question? Read our Frequently Asked Questions

Our office will be closed to the public until further notice starting April 5, 2021 in compliance with the provincial shutdown. 

Self-serve, online options

We have made it easier than ever to conduct business transactions online. You can:

  • View your bills and track your electricity consumption through My Account.
  • Pay your bills from the comfort of your own home through your bank or credit card. Note: A service fee applies for credit card payments.
  • Complete and submit residential and business forms online using a computer, mobile phone, or tablet.

In-person customer care

Due to the provincial shut down, in-person customer care is not available starting April 5, 2021 until further notice. 

Frequently Asked Questions

How is Kitchener-Wilmot Hydro Inc. protecting its employees?

Kitchener-Wilmot Hydro has implemented a number of measures to protect the health of employees during COVID-19, including:

  • Reducing the number of employees who are working in the main service centre and office. 
  • Heightened hygiene and disinfection protocols for employees, office, service centre, vehicles and equipment.
  • Access to personal protective equipment such as masks, face shields, and gloves, and disinfecting and sanitizing supplies.
  • Barriers and foot traffic guidelines to ensure physical distancing can be maintained between employees.
  • Employees must wear a mask when traveling in Kitchener-Wilmot Hydro's buildings and facilities.
  • Plexiglass barriers with microphones at our in-office customer service counters to protect customers and employees when in-person customer care is available.
  • Floor markers to show physical distancing limits in the office and customer service area.
  • Designated meeting spots for vendors, contractors, and suppliers to limit the number of visitors coming into the building.

How is Kitchener-Wilmot Hydro Inc. protecting its customers?

Kitchener-Wilmot Hydro Inc. has closed its office to the public until further notice starting April 5, 2021.

Flexible options for online and digital tools are available for customer transactions on our website.

How is Kitchener-Wilmot Hydro Inc. handling sick employees during COVID-19?

  • First and foremost, employees are asked to stay home when they are sick.
  • Employees who are showing symptoms of COVID-19 are asked to self-isolate, go for testing, and to follow the instructions provided by the public health unit in the area they reside. They are following up with their manager or supervisor when they get the results so we can follow the protocols we have in place to protect our employees and customers should they test positive.

What will you do if one of your employees tests positive for COVID-19?

We have protocols in place if an employee tests positive for COVID-19, which include:

  • Any employee who has tested positive for COVID-19 is asked to stay home from work and follow the directions of their local public health unit until they are cleared to return to work.
  • Notifying employees who have been in close contact (as defined by Public Health Ontario) with a coworker who has tested positive for COVID-19. Employees who have been in close contact with an infected co-worker will be asked to stay home from work, self-isolate for 14 days, and monitor for symptoms, unless they test negative and are cleared to return to work by Region of Waterloo Public Health and Emergency Services. 
  • Obtaining a list of names of other employees, contractors, customers or suppliers the infected employee was in close physical contact with in the past 14 days.
  • Sanitizing any facilities, workspaces, equipment, and/or vehicles the infected employee used in the past 14 days.
  • If an employee has tested negative for COVID-19, employees in that individual’s work group or area are notified as such.

What options are available for customers who face financial hardship as a result of COVID-19?

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

Residential customers who have fallen behind on their electricity bills as a result of the COVID-19 pandemic may qualify for an 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. 

Programs for business customers

COVID-19 Energy Assistance Program for Small Businesses

The COVID-19 Energy Assistance Program for Small Business (CEAP-SB) is an on-bill credit for eligible small business and registered charity electricity customers to help them catch up on their energy bills and resume regular payments. Learn more about CEAP-SB and see if you qualify.

COVID-19 Business Support Grants

Ontario has announced the COVID-19 Business Support Grants program to help businesses that were required to shut down or restrict services due to provincial public health measures (modified Stage 2 restrictions or in areas categorized as Red-Control, Grey-Lockdown, or Provincewide Shutdown).

The rebate will fully offset energy costs for electricity and natural gas (or heating oil/propane) for eligible businesses as well as property tax.

Funding is available to cover the entire length of time that regionally targeted provincial public health restrictions are in place. Businesses that are eligible for more than one billing cycle will be able to update their applications and add additional bills as they are received.

Learn more about the COVID-19 Business Support Grants and apply online at the Government of Ontario website.

I would like to sign up for My Account. How do I do this?

My Account is an online tool that gives you easy access to:

  • View bills (account balance, due date of next bill, and payment history)
  • Sign up to go paperless
  • View hourly, daily, monthly and yearly electricity usage to help manage your bill

Registration is easy, and it's free.

To sign up for My Account, you will need the “Electronic Bill Verification Code” from your most recent electricity bill. Note that recently moved Kitchener-Wilmot Hydro customers must wait to receive their first bill’s “Electronic Bill Verification Code” to sign up for My Account.

You can find your Electronic Bill Verification Code in the middle of the “Service Information” section at the top of your bill.

Diagram showing where to find the Electronic Bill Verification Code.

I need to pay my bill. What options are available to me?

Online:

Through My Account

With My Account you can view and pay your Kitchener-Wilmot Hydro bill with just a few clicks. To sign up for My Accountyou will need the Electronic Bill Verification Code from your most recent electricity bill. New Kitchener-Wilmot Hydro customers must wait to receive their first bill to sign up for My Account.

Through your bank

Contact your bank branch and request Kitchener-Wilmot Hydro Inc., be added as a “payee.”

Pre-Authorized Payment

Have your payment automatically withdrawn from your bank account on the day it is due.

  • Complete our pre-authorized payment form. Return your completed application with a void cheque or bank deposit form to our Customer Care department using one of the following options:
Credit Card
  • Pay online by Mastercard or Visa with our Paymentus service. Note: A service charge will apply to payments made through Paymentus.

By mail

If you are mailing a cheque, please keep our payment timelines in mind and account for mailing time. Do not send cash in the mail. Send to the following address:

Kitchener-Wilmot Hydro Inc.
PO Box 9021
Kitchener, ON
N2G 4P1

At our office

Payment Drop Box

Our office is closed to the public, but you can deposit your payment in our Payment Drop Box using a cheque or money order. Be sure to include the payment stub from your most recent Kitchener-Wilmot Hydro bill with your payment. Please do not deposit cash. 

I am moving and need to Open, Close, or Transfer my account. How can I do this?

Moving to Kitchener or Wilmot

If you are moving to Kitchener or Wilmot, even if you were previously a Kitchener-Wilmot Hydro customer and have returned, you will need to open a New Account Application online.

Moving within Kitchener or Wilmot

If you already have a Kitchener-Wilmot Hydro account and are moving to a new address within Kitchener or Wilmot Township, you will need to open a New Account Application online.

Moving out from Kitchener or Wilmot

If you are moving out of Kitchener or Wilmot Township, we are sorry to see you go. Before you move, be sure to complete a Close Account Application online.

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