General inquiries
519-323-1710
Monday - Friday 8:30-4:30
Outages/After Hours
519-323-1710
 
Servicing urban areas of Arthur, Holstein & Mount Forest

Frequently Asked Questions

Here are some of the questions we are asked most often:


QuestionWhy has my hydro bill gone up?

Answer

Effective January 1, 2016 all residental customers are exempt from the Debt Retirment charge and will not see the rebate of the Ontario Clean Energy 10%. 

In June 2017, the government introduced the Ontario Fair Hydro Plan which included the Ontario Rebate for Electricity Consumers - an 8% deduction (before HST) on residential electricity bills. 



QuestionWhere can I pay my bill?

Answer

At this time, you can make bill payments at our office, by mail, in the after hours drop box, through pre-authorized payment, telephone banking, online banking, credit card over the phone or through our website and at your bank or ATM. Methods of payment accepted in the office include cash, cheque or money order. Debit is also available at the 290 Queen St W location.



QuestionCan I set-up a payment arrangement?

Answer

We accept payment arrangements if you are unable to pay your bill in full on the Due Date.

Call our office at 519-323-1710 or e-mail customerservice@wellingtonnorthpower.com for further details.



QuestionCan I manage my account on-line?

Answer

Once you receive your first bill, you can register for Customer Connect – an on-line tool that enables you to view your energy consumption and payment details.

You will receive e-bill notification when your latest bill is produced allowing you to view or download it.

Register for Customer Connect at our website: https://www.wellingtonnorthpower.com.  

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QuestionCan I register for paperless billing?

Answer

Once you receive your first bill, you can register for Customer Connect to receive your bill on-line as well as view your energy consumption and payment details.

You will also receive e-bill notification when your latest bill is produced allowing you to view or download it.

Register for Customer Connect at our website: https://www.wellingtonnorthpower.com



QuestionHow does the Equal Payment Plan work?

Answer

Please call 519-323-1710 for more information.



QuestionWhat is the Pre-Authorized Payment Plan?

Answer

Wellington North Power Inc. offers the convenience of Pre-Authorized Payment Plan (PAP) to most customers. You will still receive a monthly bill; however, when your bill is due, the exact amount will be automatically withdrawn from your bank account. For more information contact our customer service department.

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QuestionWho do I call if I have a service problem, outage or emergency?

Answer

In all cases you would call Wellington North Power Inc. WNP is responsible for your distribution lines and poles and for delivering power to your home. Help can be reached at 519-323-1710      24 hours a day, 7 days a week.



QuestionWhen I call customer service, why am I asked identifying information?

Answer

Strict federal privacy legislation ensures that your personal information is protected. When you call you will be asked to identify yourself and specific information regarding your account. If more than one person will be inquiring or doing business on an account a Connection Agreement must be in place that allows for their access. If a signed agreement is not on record, we are unable to release any information.



QuestionWhy have I been asked to pay a security deposit on my account?

Answer

Deposits can be waived for customers who can supply a Letter of Credit from another utility. If you are an existing customer and your account remains in good standing you will not be asked to pay a security deposit.  If you fail to maintain a good payment history we will require a deposit to continue service.
 
Interest is paid monthly on deposits.  Residential customers who maintain a good payment history for one year will have their deposits credited to their regular hydro account.  Commercial customers must maintain five years good payment history and our larger Industrial customers must maintain seven years.
 
If we still hold a deposit when an account is finalized, the deposit is applied to the final bill and any excess is returned. For complete details of our deposit policy, please consult our conditions of service.

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QuestionWhy is my bill so much higher than my neighbour’s?

Answer

Different households have different patterns of electricity use so no two bills will ever be the same.  Take an inventory of the electrical appliances in your home. Have you added or changed an appliance?   What are the ages of your major appliances? Do you have an air conditioner, hot tub, pool? Some of the largest consumption culprits include electric heat, electric hot water heaters, fridges, freezers, air conditioners and dehumidifiers. All of these contribute to the amount of energy you consume and can contribute to the variation between your bill and your neighbour’s bill. Log on to Customer Connect to help idenifty the patterns to your bill individually.

 



QuestionHow often am I billed?

Answer

Wellington North Power Inc. bills once a month. It is important to understand that you are billed for consumption used in the prior month. Watch for your read dates in the Meter section of your bill.

Your electricity meter is read remotely on the 1st day of each month.

Bills will typically arrive by mail on approx. the 20th of every month.

Bill payment is due, typically, on the 1st Monday of the month.

(Example: usage of January 1 to February 1 will be mailed out on approx. 18th of February with a Due Date typically the 1st Monday of March.)



QuestionUnderstanding My Bill

Answer

Detailed information understanding your bill. 
Click here to view a sample.

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QuestionA Retailer wants me to Sign a Contract

Answer

Ask for identification (a business card or ID) from the Retailer and confirm it is genuine..

Don’t share your personal information (don’t give them your bill to look at).

Carefully read the contract – you have consumer rights, see: https://www.oeb.ca/consumer-protection

Wellington North Power Inc. does not go door to door.



QuestionWho bills me for water and sewer?

Answer

Wellington North Power Inc. bills the water and sewer on behalf of the Township of Wellington North.

Any concerns regarding quality of the water, rates or services should be directed to the water department at the Township of Wellington North



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