End of Winter Disconnection Ban

The annual winter disconnection ban for residential customers ends on April 30, 2025. Customers who have fallen behind on bill payments may have already received a Reminder or Disconnection notice to take effect on or after May 1.

Support programs are available for customers who need assistance with their bill payments. Also, be aware that there are a growing number of scams aimed at energy consumers during the end of the disconnection ban. Keep reading for more information on support programs and scams. 

Disconnection

Here are some important things customers should know: 

  • Upon receiving a disconnection notice, it is vital that customers contact their electricity or natural gas distributor as soon as possible. The best way to avoid disconnection is to stay in contact with the distributor and make payment arrangements.
  • If service is disconnected, the distributor is allowed to charge a reconnection fee to turn the service back on and must offer reasonable payment arrangements if the customer is unable to pay this fee. Eligible low-income customers do not have to pay the reconnection fee.
  • The distributor should reconnect service within two business days once the bill is paid in full or a payment arrangement is reached.
  • Distributors must follow a step-by-step process before disconnecting electricity or natural gas customers for non-payment, including sending Reminder and Disconnection notices before disconnecting.
  • While electricity and natural gas distributors cannot disconnect residential customers for non-payment between November 15 and April 30 of each year, bill balances continue to accumulate during that period, including interest on any amounts owing.

Billing Assistance Programs

Now even more Ontarians qualify for assistance with their energy bills. 

  • Customers who are behind on their electricity or natural gas bill and face having their service disconnected may qualify for emergency financial help through the Low-income Energy Assistance Program (LEAP). There are eligibility criteria to qualify and a designated Ontario intake agency will help customers to apply.
  • If you are the customer of an electricity utility and your household size and income meet certain eligibility criteria, you may qualify for an ongoing monthly credit directly to your electricity bill through the Ontario Electricity Support Program (OESP). The OESP is also available to customers of unit sub-meter providers (USMPs). Keep reading for more information on USMPs. Customers can visit oesp.ca to see if they qualify. 

There is no cost to apply for these programs and a home inspection is not required.

To learn more about all of the programs available to help energy customers, please visit oeb.ca/billhelp. 

Energy Scams

Distributors are not allowed to disconnect service without first giving notice. Beware of anyone claiming to represent a distributor and threatening immediate disconnection. Always know who you are dealing with. This could be a scam.  

DO NOT… 

  • Be pressured by offers of rebates, disconnection threats during the ban period or “help” applying for bill support programs. This could be an energy scam.
  • Share your personal or account information with anyone.
  • Accept offers to pay your bill by gift card or bitcoin. That’s a scam.

DO…

  • Learn how to better protect yourself from energy scams at OEB.ca/scams.
  • Reach out to your distributor directly, using the contact information on your utility bill, if you have any questions or concerns.
  • Share this information with family and friends.
  • Contact us if you are unsure if an offer might be a scam.

Unit Sub-Meter Providers 

Unit Sub-Meter Providers (USMPs) are companies that provide metering and billing services to customers in some multi-unit buildings. 

The OEB’s winter disconnection ban does not apply to multi-unit buildings serviced by USMPs, although some may voluntarily comply. In the case of USMPs that do not voluntarily comply with the disconnection ban, it is the building owner, landlord, property manager or condominium corporation who makes the decisions on disconnection for non-payment. The disconnection is then carried out by the USMP.

On March 17, 2025, the OEB issued amendments to the Unit Sub-Metering Code that will take effect in August and aim to increase awareness when it comes to consumer protection. They require USMPs to make publicly available policies about disconnecting and reconnecting residential consumers during the winter period, and how any reconnection charges are applied.  

For more information on USMPs please visit OEB.ca/usmp.