Updating & Accessing Your Account
To make changes to your account, such as when you are moving, you can do so through MyMetergy. At MyMetergy, you can:
- Access current and historical bills, up to 18 months
- View your hourly electricity consumption
- Compare your usage to the building average
- View current rates and charges
- Self-enroll into paperless e-billing and a pre-authorized payment plan
- Update account details and close the account when moving out
- Find energy saving tips
If tenants are renting a unit from a condo unit owner where the utilities are not included in the rent, both owner and tenant are required to open a Metergy account. As of the tenant’s move-in date, the tenant will be responsible for all charges and the billing will be addressed to the tenant.
When planning to move-out, tenants are responsible for contacting Metergy to close their account.
When the tenant notifies Metergy that they are moving out, bills for the unit will be redirected to the owner’s account until a new tenant account has been setup. Please refer to our Conditions of Service for more details.
Understanding Your Charges
Metergy bills are issued on a monthly basis and are due 20 days after the date issued. Your first bill will arrive 6 to 8 weeks after your move-in date and will include:
- Consumption charges for your first billing period
- A one-time account setup fee
- The first of six security deposit instalments, unless it is waived
A commodity rate is the “per unit cost” that a commodity, either electricity, water, thermal energy or gas, is charged at.
Electricity: In Ontario, the electricity sector is regulated by the Ontario Energy Board and building owners may be charged according to: Regulated Price Plan (RPP), Time-of-Use (TOU), Hourly Pricing, Hourly Ontario Energy Price (HOEP), or Electricity Retail Contract (Fixed Contract) pricing. Metergy billing reflects the pricing model that the building is on. Read more about Ontario electricity pricing models and current RPP rates.
Water: Water rates are determined by the local utility and will differ region to region.
Gas: The Ontario Energy Board sets the rates charged by natural gas utilities. For more information, visit the Ontario Energy Board website.
Thermal Energy: Thermal energy is the amount of heat added or removed from a unit. Because thermal energy is delivered by the central mechanical equipment in a building, rates must be calculated by the building, its consultants or Metergy. We take a rigorous approach and meter the central mechanical equipment to accurately calculate thermal energy rates at which residents are being charged.
These charges represent the costs of delivering a commodity from generating stations or processing plants to your utility then to your home or business. This includes:
- Costs to build and maintain transmission and distribution networks and operate provincial and local distribution systems;
- Costs associated with submetering your home or business including, but not limited to, the costs of installing, maintaining and reading the sub-meters; and
- Costs related to billing, customer care, collections and general administrative services.
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 commodity that you use.
For electricity submetering customers, the delivery charge also includes costs relating to electricity lost through distributing electricity to your home or business. Your utility collects this money and pays this amount directly to its suppliers. 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.What do regulatory charges include?
Regulatory charges, which apply to electricity submetering customers, are the costs of administering the wholesale electricity system and maintaining the reliability of the provincial grid.
You are responsible for all charges on your Metergy account until it’s closed, even if you’ve already moved out. If you are moving, contact us at least one month prior to your move-out date to arrange for a final meter reading to close your account. You can do this by calling our Customer Care Centre at 1 866-449-4423 or by signing into your MyMetergy account and completing a MyMetergy moving out form.
Late Payments and Electricity Disconnection
To avoid late payment charges, please ensure you allow sufficient time for payment to reach us and be processed in advance of the due date on your bill. The time required varies with the method of payment chosen. Additional charges will apply for non-payment of accounts and includes costs for collection, and service disconnection and reconnection, as applicable.
Please note that interest will be charged on any amount not received by the due date at the rate of 1.5% compounded monthly (19.56% per annum) from the due date until receipt of your payment with all accrued interest.
Electricity service to your unit may be disconnected if your account has money owing. Should you be disconnected, a payment for the amount overdue along with disconnection and reconnection fees must be made in order to be reconnected.
Understanding Your Energy Consumption
With Metergy metered services, residents’ energy use is fairly allocated to each unit, giving you the freedom to manage your usage and control costs.
All metered services customers have access to their energy usage information through MyMetergy. Setup an account to view your daily usage and see how you’re doing compared to your neighbours. In addition, you can also conveniently access current and past bills, view your rates and manage your account details.
Appliances on stand-by will still consume electricity. Heating and cooling can also use a considerable amount of energy. If you are away for a long period of time, make sure to unplug appliances if possible and adjust the thermostat or turn it off completely. Also check that there is no water leakage in the toilet tank, faucets or pipes.
Consumption can result from many factors beyond the unit size. For example, factors include the number and type of appliances, settings on the thermostat, type of heat source, unit insulation, direction the unit is facing, energy rating and usage habits.
Higher bills during the winter and summer months are typically attributed to the cost for heating and cooling a space.
Gas heaters have an electric fan inside the unit. Depending on the model, some fans can use a significant amount of electricity in the winter months.
Even though the building may provide air conditioning and heat, individual units may still require an electric fan to push the warm and cold air into the unit. This results in an increase in consumption. Seasonality often affects other things such as the amount of lighting needed, cooking, use of portable heaters, etc. that increases your consumption.