Questions and Answers About Billing and Payment
I don’t understand my hydro bill — what do the different numbers mean?
To see a diagram of an Alectra Utilities bill and an explanation of the charges for customers in Mississauga, see Understanding your bill. You can also email your questions to us here or call Customer Service at 905-273-7425. And you might find the next section helpful.
What are the different rates and charges for each item and how are they calculated?
Time-of-Use Electricity Prices
With TOU, the price of electricity depends on when you use it. There are three different prices for electricity:
(Nov 1 – April 30)
Electricity commodity charges
This is the cost of electricity supplied during the billing period and is calculated on the adjusted kilowatt hours (kWh) used. Alectra Utilities collects this charge and passes it directly to our electricity suppliers. Please be aware that if you choose to buy electricity from an electricity retailer instead of Alectra Utilities, the prices you pay will be different. They will be listed in the contract you signed.
Two-Tiered Electricity Prices as of Nov 1st, 2017
Electricity prices in Ontario are set by the Ontario Energy Board, through its Regulated Price Plan (RPP). Most customers will pay the TOU prices for their electricity. Certain customers may remain eligible for Two-Tiered RPP Pricing. These rates are as follows:
- 7.7¢/kWh for the first 1000 kWh used per month and;
- 9.0¢/kWh for all kWh used above 1000 kWh per month
RPP prices are based on a 12-month forecast. They help make pricing stable, predictable and fair both for users and for generators.
Delivery Charges effective January 1, 2018*
*Alectra Utilities’ 2017 electricity distribution rates are declared interim as of January 1, 2018, until Alectra Utilities’ proposed 2018 rates are approved by the Ontario Energy Board.
Delivery is the cost of bringing electricity from generating stations to your home or business and is calculated using the readings on your meter that record your usage. Delivery charges include:
Transmission Charge: $0.0139/kWh
The Transmission Charge covers the costs of transmitting electricity from generators to Mississauga.
* Distribution Charge: $0.0071/kWh (RPP) $0.0071 (non-RPP)
The Distribution Charge helps pay for delivery of electricity to your home, as well as the cost of designing, building and maintaining the power-distribution system. You will pay a different charge if you are signed up with a retailer.
* Customer Charge: $41.00 per regular billing period (2 months)
The Customer Charge is based on fixed costs such as meter costs and administration. It is not affected by how much energy you use. It includes meter reading and billing. The customer charge is prorated based on days of service over an average month.
Wholesale Adjustment Factor 1.0360
When electricity is delivered over a power line, it is normal for a small amount of the electricity to be consumed or lost. This is because equipment such as wires and transformers consumes power before it gets to your home or business. The adjustment factor helps make up for these losses.
* Delivery charges may also include temporary riders or other adjustments. To view Alectra Utilities current approved tariff sheet for Mississauga customers, please view – Alectra Utilities Tariff of Rates and Charges Effective January 1 2017 for Mississauga Customers.
Wholesale Market Service: $0.0039/kWh
This charge covers costs such as market regulation and the management of the system. It is calculated on the adjusted kWh used.
Standard Supply Service (SSS) Rate: $0.25/month
The Standard Supply Service is an administration charge of $0.25 per month. The SSS is prorated based on days of service over an average month. Please note that this charge does not apply to customers who purchase their energy from a retailer.
What if my bill is higher than I think it should be?
Different seasons and different types of electrical equipment can cause electricity use to increase. For example:
- During hot summers when your air conditioner is used a lot, it can be as much as 50% of your total
- If your air conditioner is older, it may be less efficient and use more energy.
Here are some other changes around your home that could affect your bill:
- Did you buy any new or larger appliances or electronics like a big-screen TV?
- Did you renovate your home?
- Were you at home more than usual during the summer? If so, your air conditioner might have been running more than it normally would.
- Did you have visitors stay with you? They might have used appliances like your washer and dryer.
- Are you using equipment like a dehumidifier that runs all the time?
- Do you have a pool? If so, does it have a heater?
- Is your electrical equipment working properly? Fans or pumps that go on and off constantly use a
lot of electricity.
How can I pay my bills online?
Mississauga residents can pay your bills online through the Alectra Utilities site. It’s easy to make a credit card payment, set up one-time payments or pre-authorized payments. Simply log on to your account to set up your payment schedule.
You can also go online to your bank’s website, go to the Pay Bills page, and enter Enersource as a payee. You’ll need the first 10 digits of your account number to identify your account.
How can I pay bills automatically?
If you do not sign up online through the Enersource online payment site, we also offer other easy and convenient options for automatic bill payment:
Regular Billing You can have each bill amount withdrawn from your bank account when you receive the bill.
Equal Billing You can have 12 equal payments — one per month — withdrawn from your bank account.
Mississauga residents can also pay using standard bi-monthly billing, where you mail your cheque in the return envelope or deliver it in person and deposit it into our drop box:
- Alectra Utilities
2185 Derry Rd West.
Alectra Utilities then settles the difference and, if needed, adjusts your payments for next year.
What happens if I’m late paying my hydro bill?
Your payment is due 16 days from the statement date on your bill. If the payment is late, a charge of 1.5% per month will be added to the balance. We allow four extra days after the due date before applying late-payment charges.
You should know that:
- Payments made online or by phone can take up to five days to process
- For payments sent by mail, the postmark on the envelope is considered the payment date
For complete details on our policies related to late payment and connection/ reconnection services, please see Section 22.214.171.124 of the Enersource Conditions of Service
Please note that if you are already enrolled in Pre-Authorized Payments, duplicate payments may be processed to your account if you re-register through the e-bill site. Please contact Customer Service at 905-273-7425 for further information.
When can I start making free online payments?
You will receive an email indicating you have an e-bill available to view. At that time you will be able to make a free online payment through your chequing or savings account.
What types of payments are accepted via e-bill?
Chequing and savings accounts.
Can I pay my e-bill with a credit card?
E-bill is not a credit card payment program. However, we offer a credit card option through One Time Payments and a convenience fee will apply.
How do I make a payment?
Once you’ve received an email notification that an e-bill is available, click on the “View/Pay Bill” link. Follow the on-screen instructions to the left of the bill image. Please note that at least one bank account must be added to your profile in order to make a payment.
When will my payment be processed?
Payments are processed and submitted to your bank or financial institution on the “scheduled” date. Allow at least 2 business days for the payment to reflect on your account. Payments scheduled for a holiday will be processed the following business day. Please note that payments scheduled after the due date may be subject to late fees.
Can I establish automatic payments?
Yes. Click on “View Recurring Payments” in the e-bill section to add a recurring payment to eliminate the need to log in and manually schedule a payment each period. ***Note: Please do not use this option if already enrolled in Automatic Payment as duplicate payments may process to your account.
How do I know if I have scheduled a payment?
After scheduling a payment, you will receive a confirmation email that your payment has been scheduled. You may also click on the “View Payments” link to view payments and their status submitted through e-bill.
Can I schedule a payment after my due date?
Failure to pay by the due date will result in late fees.
Can Icancel a scheduled payment?
Yes. You are able to cancel a payment as long as it is in a “scheduled” status on the “view payments” screen.
What happens to scheduled payments if I cancel my enrolment?
Scheduled payments will still be processed. If you do not want this to happen, cancel any scheduled payments prior to cancelling your enrolment.