FAQ

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FAQs

What is the account setup fee?

This fee is charged for a new account. It will be billed upon original setup of the account and when setting up a new tenant account or new Unit Owner/Landlord account.

I'm moving, what do I have to do?

Please notify our office at least 5 business days in advance so that a final meter reading can be taken. A service charge applies whenever a customer changes an address. Customers could be held responsible for all electricity used until notice is received and the account is finalized.

How do I change my name and/or address?

To change your name and/or address we ask that notification be sent in writing to our customer service email address, or download our form here in order to adjust an account. Changes can be faxed, emailed or mailed. LINK TO DOWNLOAD

What is the Collection of Account/Field Collection Charge?

This charge is applied when a 7-day disconnection notice is delivered to a customer for an outstanding account. A collection of payment may or may not take place at this time, or when ND Energy Inc. needs to dispatch a field agent to the service location to collect a payment on a customer’s request.

What is the Disconnect/Reconnect Fee during office hours?

This fee is charged upon disconnection of metered services based on a customer request, or for non-payment of arrears during office hours. The unit will be disconnected only after the resident/commercial tenant received reminder notices as well as a disconnection notice. A reconnect fee will be charged upon the request for reconnection of a meter that was previously disconnected for arrears during regular hours. A meter will only be reconnected once the arrears are paid in full.

What is the Disconnect/Reconnect Fee after office hours?

This fee is charged upon disconnection of metered services based on a customer request, or for non-payment of arrears after office hours. The unit will be disconnected only after the resident/commercial tenant received reminder notices as well as a disconnection notice. A reconnect fee will be charged upon the request for reconnection of a meter that was previously disconnected for arrears during regular hours. A meter will only be reconnected once the arrears are paid in full.

What does Errors and Omissions Excepted (E.&. O.E.) mean?

This statement means that all bills rendered are subject to correction.

What is Interruptible Service?

This refers to service disruptions due to a number of uncontrollable events. Commodity delivery service is subject to curtailment for either capacity and/or supply reasons, at the option of the Local Distribution Company. In the event of a disruption in the supply of electricity, water, and/or natural gas, ND Energy Inc. shall not be liable under any circumstances whatsoever for any loss, damages or inconveniences due to the disconnection of services.

What is the Late Payment Charge?

This fee is charged when payments have been received after the due date. Payments must reach the offices of ND Energy by the due date to avoid late payment charges. If your payment is not received by the due date on the front of the statement, a late payment charge of 1.5% per month (compounded to 19.56% annually) of the unpaid balance will start to be calculated on the bill due date, which will be reflected on your next bill. Please give past due accounts your immediate attention as failure to do so will result in collections action, which may result in disconnection of service.

ND Energy Inc. shall not be liable under any circumstances whatsoever for any loss, damages or inconveniences due to the disconnection of services. Charges for restoring disconnected services for non-payment will apply. All balance forward amounts (arrears) are due immediately. Where a partial payment has been made by the customer on or before the due date, the interest charge will apply only to the amount of the bill outstanding at the due date.

I don't think my meter is accurate, what can I do?

Metering inaccuracy is an extremely rare occurrence. Most billing inquiries can be resolved between the customer and ND Energy Inc. without a meter accuracy test. However, upon the request of a customer, ND Energy Inc. will conduct a meter accuracy test. ND Energy Inc. will charge the customer a Meter Dispute Fee, if the meter is found to be accurate.

If the meter is found to be inaccurate no fee will be charged, and ND Energy Inc. will make necessary adjustments to the customer’s bill if the meter is found to be inaccurate.

What is a NSF fee?

This fee is charged when a payment does not clear the bank. I.e. when a payment has insufficient funds

How do I pay my bills?

ND Energy Inc. has made several options available to our clients. Payments can now be made via Cheque mailed to our address, Online banking through TD, Scotiabank, RBC and BMO, Tellers at bank locations of TD, Scotiabank, RBC, and BMO, or online through PaymentUs with a Mastercard or Visa. (PaymentUs charges a fee for their service, ND Energy Inc. does not receive any part of this fee nor can we control this fee).

For cheque payments, simply mail a cheque and the payment slip to our address 3397 American Drive, Unit #2, Mississauga, ON L4V 1T8.

What is a security deposit and what is it used for?

The security deposit is money used to protect from any overdue or missed payments. It is required by every tenant.

How do I get my deposit returned?

The security deposit is only returned once an account has been closed and there is no outstanding balance. However, if a client enrolls into our Pre-Authorized Payment plan they will be credited with half their deposit.

There are charges on my bill that my previous provider didn't have, what are these?

The fees that are seen on the bill are not controlled by ND Energy Inc. with the exception of Administrative fee, NSF fees, account setup fees, and meter dispute fees. All other fees are relayed to us via the local utility distributor.

Learning the Lingo

We offer this reference section to help our customers understand some of the industry terms used. Let us know if you have questions. Our friendly and helpful staff is on hand to help!

Third party collection?

This refers to a third party that is tasked with collecting overdue payments. Customers in arrears will be subject to third party collection activities. If the Third Party Collection agency is unable to negotiate payment of the arrears, the arrears will be reported to the Customer’s credit file. ND Energy Inc. will not be liable for any changes to a customer’s credit score due to non-payment.

Water conversion?

To convert your water consumption from metric to imperial measure, or vice versa, use the following:

1000 gallons = 5.546 m3

1 m3 = 219.9688 gallons

Delivery charges?

These are the costs of delivering electricity from generating stations across the Province to the Local Distribution Company then to your home or business. This includes the costs to build and maintain the transmission and distribution lines, towers and poles, and operate provincial and local electricity systems. A portion of these charges are fixed and do not change from month to month. The rest are variable and increase or decrease depending on the amount of electricity you use.

The delivery charge also includes costs relating to electricity lost through distributing electricity to your home or business. ND Energy Inc. collects this money and pays this amount directly to the Local Distribution Company. When electricity is delivered over a power line, it is normal for a small amount of power to be consumed or lost as heat. Equipment, such as wires and transformers, consumes power before it gets to your home or business. The Adjustment Factor accounts for these losses. Suppliers of electrical energy do not undertake to guarantee a continuous or unvaried flow of power. Despite the degree of sophistication reached in electricity distribution systems, there unfortunately remain many circumstances beyond the control of ND Energy Inc. which give rise to unexpected interruptions and voltage variations.

Electricity?

This is the cost of the electricity supplied to you during this billing period and is the part of the bill that is subject to competition.

Global adjustment?

The price of generation in Ontario is set by a competitive market. Certain generators receive payments through regulation or contracts that differ from the market price. Your portion of the net adjustment arising from these different payments may be included on your bill.

Natural gas charge?

This is the cost of the natural gas supplied to you during this billing period and is the part of the bill that is subject to competition.

Regulatory charges?

Electricity:

Regulatory charges are the costs of administering the wholesale electricity system and maintaining the reliability of the provincial grid, and include the costs associated with funding Ministry of Energy conservation and renewable energy programs.

Water:

This is the cost of the water supplied to you during this billing period and is the part of the bill that is subject to competition. Your bill may be separated into cold water and hot water depending on location.