FAQs for Residents & Occupants

From moving, to managing your account, to your first bill, commodity rates, payment options and other FAQs, it’s all right here. Don’t see the information you’re looking for? Simply contact us at 1 866-449-4423 or CustomerCare@metergysolutions.com.

Updating & Accessing Your Account

How do I make changes to my 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
What do I need to know if I’m renting out a condo unit?

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

What will I see on my first bill?

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
Download Document
View/Download Sample Bill
What are “commodity rates?”

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.

What do delivery charges include?

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.

I’m moving out. What do I need to do?

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.

Your Billing and Payment Options

How do I enroll in paperless e-billing?

Enroll in paperless e-billing at MyMetergy and join the thousands of customers who have discovered an easier way to manage their bills. By enrolling, you will:

  • Receive email notification of your latest bill with the bill amount due and payment due date once it’s ready
  • Reduce clutter by eliminating paper statements
  • Help the environment by reducing paper waste
How do I setup my Metergy Pre-Authorized Payment (PAP) plan?

Our Pre-Authorized Payment Plan is an easy and convenient way to pay your bill. Sign up and your bill amount due will automatically be withdrawn from your bank account, avoiding any late payment fees. Payments are applied to your Metergy account on the bill due date.

There are two ways to register:

1

Register at MyMetergy

What are the different ways to pay my Metergy bill?

You can pay your Metergy bill by credit card, through your bank online or by phone, or by mailing a cheque.

Pay by credit card

You can make a Metergy bill payment with your Visa, Mastercard or American Express credit card using the following payment service. A convenience fee is applied by the service provider at the time of payment.

Pay through your bank

Pay in person, call in or pay online through your bank. When making a payment by phone or online banking service, ensure that you make the payment to ‘Metergy Solutions Inc.’ and include the 10-digit account number shown at the top of your bill. Please take into account the processing time when making a payment to avoid late charges. On average, the bank requires 3 to 4 business days to process payment.

Mail a cheque

You may pay your bill by mailing a cheque along with the bill statement stub to the address below. Please include your account number in the memo section of the cheque and allow for postal delivery time when sending your payment.

Metergy Solutions Inc.
C/O T10504
PO Box 4388 STN A
Toronto ON, M5W 3S1

Metergy is not responsible for payments received late due to postal delays. To avoid the possibility of a late payment charge, we recommend using one of the alternative payment options (or allowing 2 to 4 business days for delivery).

Late Payments and Electricity Disconnection

How do I avoid late payment charges?

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.

What do I need to know about electricity disconnection and reconnection?

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

How do I monitor my usage?

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.

I was on vacation and have received a high bill for that period. Why is that?

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.

Why do all of my neighbours have a lower consumption than me when my unit is smaller?

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.

Why are my bills higher in the winter and summer seasons?

Higher bills during the winter and summer months are typically attributed to the cost for heating and cooling a space.

I own a gas heater. Why would this cause an increase in electricity consumption?

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.

My air conditioning and heat costs are covered as part of my monthly maintenance fees. Why do my bills still increase during the winter and summer 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.

Financial Assistance

There are a variety of relief programs available to help eligible customers with their utility costs. In Ontario, there is the Ontario Electricity Support Program (OESP), the Low-Income Energy Assistance Program (LEAP) and the COVID-19 Energy Assistance Program (CEAP). In Alberta, you can find a list of agencies on Utilities Customer Advocate (UCA) site.

Or, check out our financial assistance page to learn more.

HAVE QUESTIONS OR NEED HELP?