Banner showing the front and back of the newly designed Kitchener-Wilmot Hydro bill. Text says "Your NEW Kitchener-Wilmot Hydro Inc. bill is here."

Introducing your new Kitchener-Wilmot Hydro Inc. bill

On September 27, 2021 we moved to a new customer information system, which has meant some changes to your Kitchener-Wilmot Hydro Inc. bill, including the way it looks and your account number.

There may also be some slight changes to your bill cycles and payment due dates.

You will find the answers to frequently asked questions about the changes to your bill and account below.


Where is the important information on my new bill?

We have created an interactive bill explainer to help you learn about your new bill. 

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Why doesn’t my new bill show my past electricity use?

Our new customer information system does not have any past electricity use data recorded so it does not appear on your first bill.

You will start to see past consumption information appear on your bills after the first one.

However, your past electricity use data is still available online on My Account.

You can sign up for My Account anytime. You will need the 12-digit invoice number from your most recent Kitchener-Wilmot Hydro Inc. bill to sign up for My Account.Snap shot of the top of Kitchener-Wilmot Hydro Inc.'s newly redesigned bill with the invoice number highlighted by a red rectangle.

If you have trouble signing up, our Customer Care team is available to help. Please give us a call at 519-743-3600 Monday through Friday, 8:30 a.m. until 4:30 p.m., or email customercare@kwhydro.ca.

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When will I start to receive my new bill?

New bills will start being delivered on September 28, 2021 so you can expect to see your new bill on your first bill delivered after that date.

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Why has my payment due date changed?

Your payment due date has changed by a few days because our bill cycles changed when we moved to the new system.

We recognize this may be an inconvenience to you. Our Customer Care department will be working with our customers to minimize the inconvenience. 

We will be waiving late payment charges for the first month to allow customers time to adapt to the change.

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If you are pre-authorized payment:

Some customers may receive two bills close together. We will withdraw the amounts for both bills on the day they are due as we usually do. Both bills must be paid, but don’t worry if you accidentally pay them out of order or miss one. In these cases, our Customer Care representatives will work with you to minimize the inconvenience.

This back-to-back billing is a one-time occurrence as our new billing system catches up to our new bill cycles.

You do not need to update your account number with your financial institution. The system will do that automatically.

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If you pay your bill online through your financial institution:

You do not need to update your account number with your financial institution. The system will do that automatically.

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If you are on Equal Billing:

We are changing the Equal Billing Plan to an Equal Payment Plan. This means:

  • Your monthly amount is changing. This is because all charges, including taxes and rebates, are captured in the total amount that is used to calculate your monthly bill. This also means that your monthly payments will be the same every month, which makes it easier to budget your electricity costs every month.
  • All monthly payments must be paid in full each month on the payment due date, even if there is an accumulated credit.
  • All Equal Payment Plan accounts will be reconciled annually.
    • Any underpayments that are accumulated over the year will be rolled into your calculation for the next year.
    • If you have accumulated a credit balance over the year, you will have the option to either leave the credit as part of your standing balance or receive the credit amount back in the form of either a cheque or autopay.
  • All Equal Payment Plan customers must keep their accounts current. If a customer misses two payments, they will be removed from the program.

As our new customer information system goes live, some customers may be issued two bills close together and have their payments withdrawn close together. This will only happen once as our new system catches up to our new bill cycles. Both bills must be paid, but don’t worry if you accidentally pay them out of order or miss one. In these cases, our Customer Care representatives will work with you to minimize the inconvenience.

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Why are you changing the look of your bills?

Customers have told us that our bills are hard to read and that it is hard to find the information they are looking for.

Our new customer information system gives us the flexibility to create full colour bills that are easier to read and can include graphics to show information that is important to our customers, so we made creating a new bill a priority.

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How did Kitchener-Wilmot Hydro Inc. decide on the new bill design?

Our new bill design was created using industry-based research and best practices, as well feedback from our own customers.

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I’m trying to sign up for My Account and paperless billing but I can’t find my ebill verification code. Where do I find it?

You no longer need an ebill verification code to sign up for paperless billing. Now you can use the 12-digit invoice number located at the top of your most recent Kitchener-Wilmot Hydro Inc. bill.

 Top of Kitchener-Wilmot Hydro Inc.'s redesigned bill with the invoice number highlighted by a red rectangular box.

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