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Customer Care Options During COVID-19

Updated July 8, 2021

Have a specific question? Read our Frequently Asked Questions

Doing business with Kitchener-Wilmot Hydro during COVID-19  is different, but as easy as ever.

Appointments are required to enter our office unless you are making a payment. To book an appointment please call us at 519-743-3600 or email customercare@kwhydro.ca

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

If you do choose to come see us, here is what you can expect:

  • If you are feeling ill, please do not come to Kitchener-Wilmot Hydro’s office.
  • Unless you are making a payment, an appointment is required to enter Kitchener-Wilmot Hydro’s office. Email or call us at 519-743-3600 to book your appointment. 
  • In compliance with the Region of Waterloo’s Face Covering By-Law, a mask or face covering is required when visiting Kitchener-Wilmot Hydro’s office, except for those who are exempt.
  • We have adjusted our in-person customer service hours to 8:30 a.m. to 4:00 p.m., Monday through Friday. There is no change to customer service hours for online and telephone service. Our staff will be available to respond to email and telephone enquiries Monday through Friday, 8:30 a.m. until 4:30 p.m.
  • There are limited waiting spots inside the building. When the waiting spots are all occupied, visitors will be asked to wait in a line outside, following markers on the ground to ensure physical distance of two metres between visitors and will be allowed to enter the building when the next available waiting spot is free. Customers should expect longer wait times if they are coming to our office.
  • The maximum number of visitors allowed into the office from one family or group is two people where possible.
  • Floor markers to help customers maintain physical distancing of two metres.
  • Arrows and markers to guide foot traffic in and out of the office.
  • Plexiglass barriers to protect customers and employees.
  • Heightened disinfection standards.

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?

To protect customers, Kitchener-Wilmot Hydro Inc. has:

  • More flexible options for online and digital tools for customer transactions on our website.
  • Appointments are required for all in-person visits to the office, except for customers who want to pay a bill. You can book an appointment by calling 519-743-3600. If you are feeling ill, please do not come to Kitchener-Wilmot Hydro’s office.
  • In compliance with the Region of Waterloo’s Face Covering By-Law, a mask or face covering is required when visiting Kitchener-Wilmot Hydro’s office, except for those who are exempt.
  • Limited waiting spots inside the building to ensure physical distancing of two metres between customers. When the indoor waiting spots are all occupied, visitors will be asked to wait in a line outside, following markers on the ground. Visitors will be allowed to enter the building when the next available waiting spot inside is free. Expect longer wait times if you are coming to our office.
  • The maximum number of visitors allowed into the office from one family or group is two people where possible.
  • Arrows and markers to guide foot traffic in and out of the office.
  • Plexiglass barriers with microphones at our in-office customer service counters to protect customers and employees.
  • Heightened disinfection and sanitation standards.

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.

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 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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