Niagara Peninsula Energy Inc. (NPEI) understands what a difficult and stressful time this is for everyone. Please be assured that NPEI is here, we are listening and we are prepared to help during this time. If you are experiencing difficulty in paying your bill and have been impacted by this pandemic, please stay connected to us...we are here to help!

Customers may contact our office through phone at 1-877-270-3938, email at info@npei.ca, online at www.npei.ca, along with registering for NPEI's online portal, My Account, that allows customers to view and pay current and past bills, request moves, update contact details, along with managing electricity consumption by viewing usage data, hour by hour, for any given day.  The Automated Account Balance Lookup is also available by calling 1-877-601-3899.

 

New COVID-19 Energy Assistance Program

The Government of Ontario is providing $9 million to support residential customers struggling to pay their energy bills as a result of COVID-19. The COVID-19 Energy Assistance Program (CEAP) is delivered directly by electricity and natural gas utilities and unit sub-meter providers (USMPs), further to rules laid out by the Ontario Energy Board (OEB).

CEAP is a one time, on-bill credit for eligible residential electricity and natural gas customers to help them catch up on their energy bills and resume regular payments.

CEAP funding is limited. Utilities and USMPs are expected to process applications in the order in which they are received. Submitting an application for CEAP to your utility or USMP does not guarantee funding.

For more information on CEAP please click here.

 

NPEI COVID-19 FAQ

What if my power goes out?

NPEI remains committed to delivering reliable electricity during this time. Our linemen will remain active and will respond to any outage or power interruption that may occur. We want to ensure our customers are connected and have power when they need it most. If your power does go out, please notify our office.

Will there be any changes to electricity rates to help me pay my bills?

The Government of Ontario is now introducing a fixed COVID-19 Recovery Rate of 12.8 cents per kilowatt hour. Starting June 1, customers who pay time-of-use electricity rates will now be billed at the fixed-rate price of 12.8 cents per kilowatt hour 24 hours a day, seven days a week. This rate is expected to be in place until October 31, 2020. These rates will be charged automatically, and there is no action required from customers. Previously, customers were being billed at the off-peak price of 10.1 cents per kilowatt hour.

Will my power be disconnected if I can’t make payments right now?

On March 19, 2020, the Ontario Energy Board (OEB) announced that effective immediately the provincial winter disconnection ban for residential customers, scheduled to end on April 30, 2020, will be extended by an additional three months until July 31, 2020. The OEB is also extending the disconnection ban to include all other low-volume customers, such as small business customers for reason of non-payment. NPEI encourages all customers who are having difficulty paying their bills to stay connected and contact us.

Are there programs available to me to help me pay my bill?

Yes. There are a number of programs available to customers having difficulty paying their bills.

How can I save energy during isolation? 

There are lots of things you can do to save energy around the house while isolating yourself. For a list of some of the ways you can save energy, see our list here https://npei.ca/news/default/view/tips-for-saving-energy-while-in-isolation/

Will I still receive a bill from NPEI?

Yes, NPEI will be continuing with our regular billing cycle. You will continue to receive a bill either through mail or electronically, whichever your account is set to as your preferred method. If you have any questions or concerns about your bill or paying your bill, please do not hesitate to contact our office.

If I notified NPEI of a pending disconnection, is NPEI continuing to work in the field to disconnect the property per the original request?

Yes, NPEI will still be working in the field to complete requests while ensuring the safety and well-being of our employees and our customers. If you have any questions about a request, please contact our office.

If I am moving, do I still notify NPEI?

Yes, you still need to notify NPEI if you plan on moving. Please contact our office as soon as possible if this is the case so we can work with you and set up any connection or disconnection that may need to take place.

How can I stay up to date with what NPEI is doing?

Any new updates or information that NPEI becomes aware of will up updated on our website at www.npei.ca, shared as news releases and posted on Twitter and Facebook.

Twitter: www.twitter.com/NPEIHydro
Facebook: www.facebook.com/NPEIHydro

 

Links to Previous Updates:

NPEI Closing Their Doors to the Public - https://npei.ca/news/default/view/updated-notice-to-customers/

Stay Connected to Us.. We Are Here to Help - https://npei.ca/news/default/view/stay-connected-to-us-we-are-here-to-help-covid-19-update/

Update Regarding Disconnection Ban from OEB - https://npei.ca/news/default/view/update-regarding-disconnection-ban-from-the-oeb/

Time-of-Use Rates Suspended for 45 Days - https://npei.ca/news/default/view/covid-19-update-time-of-use-rates-suspended-for-45-days/

NPEI Warning Customers of Scams During COVID-19 - https://npei.ca/news/view/npei-warning-customers-of-scams-during-covid-19

NPEI Deferring Rate Increase Amid COVID-19 - http://npei.ca/news/view/npei-deferring-rate-increase-amid-covid-19

Emergency Rate Relief Period Extended for Time-of-Use Customers - http://npei.ca/news/view/emergency-rate-relief-period-extended-for-time-of-use-customers

Emergency Rate Relief Period Changing for Time-of-Use CUstomers - http://npei.ca/news/view/emergency-rate-relief-period-changing-for-time-of-use-customers