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Customer Rules and Rights with Respect to Past Due Bills, and Avoiding Disconnection

Kitchener-Wilmot Hydro is one of the most efficient utilities in the province, with some of the lowest distribution rates among 72 local electricity distribution companies. However, there are times when customers may find themselves struggling to keep up with their Kitchener-Wilmot Hydro bills, either through illness or injury, job loss, or any other scenario which may leave them financially vulnerable.

In these instances, Kitchener-Wilmot Hydro encourages customers to contact our customer service department by telephone at 519-743-3600 or by email at customerservice@kwhydro.ca to discuss payment options, including equal payment plans and payment assistance programs.

If Your Account is Past Due

If a customer account is past due, Kitchener-Wilmot Hydro will notify the customer by mail or telephone approximately one week following the date payment of the bill was due. If the bill remains unpaid one week after the reminder notice, Kitchener-Wilmot Hydro will deliver a second reminder notice to the affected property, providing information on payment options and warning the customer of possible service disconnection within 10 days if the account remains unpaid.

You can see our payment timelines here. 

In addition to providing notice of past due amounts, Kitchener-Wilmot Hydro will begin applying late payment charges to the past due amount when it becomes past due.

How You Will be Notified Your Account is Past Due

Kitchener-Wilmot Hydro will notify a customer to let them know their account is past due and of their payment options in one or more of the following ways:

  • Mail
  • Telephone
  • In person

Payment options include:

  • An equal payment plan without the requirement for pre-authorized payment
  • Pre-authorized payment 
  • Through your financial institution. Please note that it may take up to four days for your payment to reach Kitchener-Wilmot Hydro, and you will be required to provide proof of payment if we have not yet received payment from the bank or financial institution.
  • Cheque
  • By cash or debit at our office, located at 301 Victoria Street South in Kitchener 
  • By VISA or Mastercard using our third-party service provider, Paymentus.

Arrears Management Program

Kitchener-Wilmot Hydro's Arrears Management Program gives customers whose account is in arrears the option to make a payment arrangement to either pay the past due amount on their bill, or their current balance. 

There are some restrictions with respect to the Arrears Management Program:

  • Arrears Management is only available to residential customers whose account is in arrears
  • The customer has not been in the Arrears Management Program twice before
  • Any prior Payment Agreement was not defaulted nor was it begun less than two years prior
  • A down payment is required before the Arrears Management Program can begin

For more information about Kitchener-Wilmot Hydro's Arrears Management Program, please speak to one of our Customer Service Representatives by calling 519-743-3600.

If You Have Received a Disconnection Notice

If all available resources have been exhausted and the customer account is at the point of disconnection, Kitchener-Wilmot Hydro will make every effort to contact the customer either in person or by phone at least 48 hours prior to the scheduled disconnection to ensure the customer is aware of the impending disconnection and their options.

After a disconnection notice has been given to the customer, service may be disconnected and not restored until full payment has been made. The customer will also be responsible for the cost of reconnection, which will be added to their next bill.

Acceptable forms of payment are:

  • By cash or debit at our office, located at 301 Victoria Street South in Kitchener 
  • Certified cheque or money order
  • Through your financial institution. You will be required to provide proof of payment if we have not yet received payment from the bank or financial institution.
  • By VISA or Mastercard using our third-party service provider, Paymentus.

However, if a customer is working with a social service agency for payment assistance, disconnection will be delayed up to 21 days from the date of the disconnection notice. Please ensure you let Kitchener-Wilmot Hydro customer service know if you have applied for payment assistance through a social service agency.

It is also important to note that service disconnection does not relieve the customer of the liability for the past due amount and any past due charges accrued, and Kitchener-Wilmot Hydro will not be liable for any damage to a customer's premises resulting from disconnection due to non-payment of account.

If service has been disconnected for non-payment of account, Kitchener-Wilmot Hydro will restore service within two days of receiving payment for the amount owing.

For a full list of rules and rights regarding disconnection, please refer to Kitchener-Wilmot Hydro's Conditions of Service or the Ontario Energy Board's Consumer Charter.

Customers who feel that the rules regarding credit and collections have not been followed, or who have other questions or concerns about these rules and rights, can contact the Ontario Energy Board at 1-877-632-2727 or visit the Ontario Energy Board website at www.ontarioenergyboard.ca.

Help is available

Customers who struggle to maintain a good payment history with Kitchener-Wilmot Hydro may be eligible for payment assistance through the following programs: