Moving/Cancelling Service

If you are moving or discontinuing your service, please complete the appropriate form under the “Forms & Applications” tab, at least five business days in advance to ensure that we have adequate time to process your request.

Security Deposit Requirements

The Retail Settlement Code, Section 7.4.3 provides Local Distribution Companies (LDC) the right to require a security deposit from all homeowners/tenants/commercial entities. A distributor may use any risk mitigation options available to manage customer non-payment risk. A distributor shall not discriminate among customers with similar risk profiles or risk related factors except where expressly permitted under the Distribution System Code.

Residential Security Deposits

Residential security deposits will be calculated using the billing cycle factor (2.5) times the customer’s average monthly load, at the location the customer is moving into, in the most recent 12 consecutive months within the last two years.  Where relevant usage information is not available for the customer for 12 consecutive months within the past two years or the billing system is not capable of making the calculation, the customer’s average monthly load shall be based on a reasonable estimate made by the distributor.  Deposits will be required only from those new customers who do not demonstrate reasonable credit worthiness, or from those existing customers who have proven poor credit.  The distributor shall permit the customer to pay security deposit in 6 equal monthly instalments, the first instalment being due on the implementation of an implied contract or the signing of service agreement.  The customer may pay the security deposit over a shorter period of time.

Return of the deposit will be considered annually providing the customer’s payment history reflects a one year history of prompt payments and is void of collection action.  Deposits are added to the customers’ first bills.  Any payment made is allocated first to the outstanding deposit amount required.

Help Put an End to Energy Theft. Report It!

Please anonymously report persons you suspect of stealing electricity or tampering with electric meters. A slow-moving or stopped meter may indicate possible theft. By reporting your suspicions, you assist to decrease unnecessary distribution costs, and avoid thousands of dollars in losses each year. Your assistance in preventing theft of power will help to eliminate safety hazards and benefit all honest customers – like you! Just as important, meter tampering and theft also cause safety hazards for customers as well as Westario employees.

Account Set-Up Charge

An “Account Set-Up” charge of $30.00 + HST is applied to all customers on their first bill when they establish a new account. This applies both to new customers to the Westario Power service area and to customers who have changed locations within the Westario Power service area. If a tenant moves out and the bill is placed back in the owner’s name during the vacant period, the Account Set-Up Charge will apply unless a Landlord Agreement has been established and Option 1 has been selected (click on “Forms & Applications” tab for more details).

What’s yours?  What’s ours?

Customers often ask us what equipment they are responsible for when it comes to their home’s electrical system.

In general, you are responsible for:

  • Meter Base – the metal box that houses the meter
  • Service Panel or Fuse Box – the circuit breakers or fuses and all of the wiring in your home

In general , Westario Power is responsible for:

  • Power lines, poles and other electrical equipment that supplies homes other than yours
  • Meter – the meter that measures electricity use.

Call us if you are uncertain what electrical equipment you own on your property.  If you plan to repair, replace or upgrade your electrical equipment, please ensure you hire a licensed electrician.

Billing Frequency

Westario Power residential  customers invoiced monthly. However, if you have recently initiated a new contract with Westario Power, your first bill could take up to a 30 day period before the bill is received. Your final bill could also take up to 10 days before the bill is received.
Exclusionary Clause

The utility will make every effort to ensure bills are accurate; however, billing errors can occur. The utility reserves the right to collect underbilled amounts at any time.


To promote electrical safety, Westario Power shall provide each Residential Customer one electrical service isolation and re-energization free-of-charge for doing non-electrical maintenance (i.e., no upgrades or wire changes). This service applies only during regular business hours, once per property per calendar year and is restricted to existing electrical services; and conditions are such that an Electrical Safety Authority permit is not required.   Examples of non-electrical maintenance include tree trimming, eavestrough repair, painting, siding, brick pointing, demolition and installing Christmas lights.

Please contact the Westario Power – Operations Department to arrange for isolation and re-energization (disconnection and reconnection) for the purpose of  the above noted work on or near electrical apparatus with appropriate notice.

All other customer classes will be advised of the cost for this service.

Life Support Program

If your life, or the life of a loved one, depends on electrically powered medical equipment, please notify our office at (519) 507-6937 or toll free 1-866-978-2746. You will be asked to provide medical documentation as supporting evidence.  It should be noted that anyone requiring such a device should ensure they have a battery back up available at all times. It is your responsibility to ensure you have a plan in place for electrical outages.

Your name and service address will be placed on our registry in cases of planned power outages.

Why do I pay a Debt Retirement Charge?

The Debt Retirement Charge is set by the Ministry of Finance to pay down the debt of the former Ontario Hydro.  All electric utilities and retailers collect the Debt Retirement Charge from consumers.  Although this debt was acquired in the past, the facilities that were financed by the debt are still in use and continue to supply electricity to consumers today.

For the majority of customers in Ontario, the Debt Retirement Charge is 0.7 cents per kilowatt-hour (kWh), therefore the charge on your bill will vary with your electricity use.  The Ontario Electricity Financial Corporation (OEFC) reports $982 million in revenue was collected in 2009 from the Debt Retirement Charge.

On May 15, 2012, the government announced that Ontario ratepayers are closer to eliminating the residual debt associated with the Debt Retirement Charge that appears on monthly electricity bills.

The debt is $5.8 billion as at March 31, 2011; this is $6.1 billion lower than on March 31, 2004 — when it reached an estimated peak of $11.9 billion.

The debt is calculated by subtracting estimated future payments-in-lieu of taxes and other prescribed amounts from the stranded debt.  The debt was set out in 1999, when the former government restructured the electricity industry.

According to the 2012 Ontario Budget, the debt is estimated to be $4.5 billion at the end of the 2011-2012 fiscal year, and is estimated to further decline to $3.6 billion by March 31, 2013.

The OEFC estimates the debt will likely be retired between 2014 – 2018.  This estimate has been updated from the previous estimate of 2012 – 2020.