Have a question about your electricity? Below are answers to the most frequently asked questions.
If your question isn’t answered or you require more information, please call our Customer Care team at 1-888-420-0070, Monday to Friday, between 8:30 a.m. and 4:30 p.m., or email us at customercare@elexiconenergy.com.
The Ontario Energy Board (OEB) – an independent government agency regulating the province’s electricity and natural gas sectors – sets the rates that utilities charge. The OEB sets the rates once a year, on November 1.
You can email your question to customercare@elexiconenergy.com or call us at 1-888-420-0070 to speak to a Customer Experience Advisor, available Monday to Friday, between 8:30 a.m. and 4:30 p.m.
The more you know about electricity rates and charges, the easier it will be to make informed decisions about your energy usage. Visit our Interactive Bill to learn more about your bill statement.
For more information on the price plans click here.
| TOU Price Periods | Winter (November 1 - April 30) | Summer (May 1 - October 31) | TOU Prices (¢/kWh) |
|---|---|---|---|
Off-Peak | Weekdays 7 p.m. – 7 a.m.
Weekends and holidays all day | Weekdays 7 p.m. – 7 a.m.
Weekends and holidays all day | 7.6 |
Mid-Peak | Weekdays 11 a.m. – 5 p.m. | Weekdays 7 a.m. – 11 a.m. and 5 p.m. – 7 p.m. | 12.2 |
On-Peak | Weekdays 7 a.m. – 11 a.m. and 5 p.m. – 7 p.m. | Weekdays 11 a.m. – 5 p.m. | 15.8 |
| ULO Price Periods | All Year | ULO Prices (¢/kWh) |
|---|---|---|
ULO Ultra-Low Overnight | Every day 11 p.m. - 7 a.m. | 2.8 |
ULO Weekend Off-Peak | Weekends and holidays 7 a.m. – 11 p.m. | 7.6 |
ULO Mid-Peak | Weekdays 7 a.m. – 4 p.m. and 9 p.m. to 11 p.m. | 12.2 |
ULO On-Peak | Weekdays 4 p.m. – 9 p.m. | 28.4 |
| Tier Thresholds | Winter (November 1 - April 30) | Summer (May 1 - October 31) | Tiered Prices (¢/kWh) |
|---|---|---|---|
Tier 1 | Residential – first 1,000 kWh/month
Non-residential – first 750 kWh/month | Residential – first 600 kWh/month
Non-residential – first 750 kWh/month | 9.3 |
Tier 2 | Residential – for electricity used above 1,000 kWh/month
Non-residential – for electricity used above 750 kWh/month | Residential – for electricity used above 600 kWh/month
Non-residential – for electricity used above 750 kWh/month | 11.0 |
With TOU and ULO, the price depends on when you use electricity. This means you can help manage your electricity costs by shifting your usage to lower price periods when possible.
With Tiered, the price depends on how much electricity you use overall in a month.
Click here to learn more about Customer Choice.
Electricity used on holidays is charged at the off-peak price during both the winter and summer periods for Time-of-Use (TOU) and Weekend Off-Peak and Ultra-Low Overnight for Ultra-Low Overnight (ULO). If a holiday falls on a weekend, the next weekday (that is not also a holiday) will have holiday prices in effect all day.
| Day of off-peak pricing | Holiday |
|---|---|
Monday, January 2 (observed) | New Year’s Day |
Monday, February 20 | Family Day |
Friday, April 7 | Good Friday |
Monday, May 22 | Victoria Day |
Friday, July 3 (observed) | Canada Day |
Monday, August 7 | Civic Holiday |
Monday, September 4 | Labour Day |
Monday, October 9 | Thanksgiving Day |
Monday, December 25 | Christmas Day |
Tuesday, December 26 | Boxing Day |
If you currently pay TOU electricity prices, you can switch to Tiered or ULO pricing. Click here to learn more about Customer Choice.
Before you enter into a contract with an energy retailer for your electricity, there are a number of things you should know. Click here for important information to help you understand energy contracts and your rights.
We offer paperless billing, and the service is free and registration is easy! Go to our customer portal, my.elexicion to sign-up for paperless billing.
It’s important you choose a bill payment option that is most convenient for you. From pre-authorized payment plans to online banking, we offer a number of options to suit your lifestyle. Visit our View and Pay Your Electricity Bill page to learn more and choose the option that is right for you.
If you are having difficulty paying your Elexicon Energy bill or have fallen behind on bill payments, please call us at 1-888-420-0070, Monday to Friday, between 8:30 a.m. and 4:30 p.m., to discuss bill payment options and financial assistance programs. We are here to help.
There are a number of special programs available in Ontario to help low-income energy consumers. You need to meet certain criteria to qualify for these programs.
Ontario Electricity Support Program (OESP)
This program provides low-income consumers with a monthly on-bill credit to reduce their electricity bill. To apply, visit the OESP website.
Low-income Energy Assistance Program (LEAP)
This program provides a one-time grant towards your electricity or natural gas bill if you are behind on your payments and may face having your service shut off. It is for emergency situations only.
Special rules for low-income consumers
The Ontario Energy Board has special rules in place that electricity utilities like Elexicon Energy must follow for low-income consumers; for example, waiving security deposits, allowing longer payment times and allowing payment times under arrears payment plans. For more information, call us at 1-888-420-0070, Monday to Friday, between 8:30 a.m. and 4:30 p.m.
Energy conservation
Conservation programs are available to help customers reduce their energy use. Some of them are special programs for low-income customers. Visit our Rebates & Programs page for program information and energy saving tips.
