CUST MER info GUIDE
MyAccount Customer Portal Easy. Secure. Convenient. Our Promise To Our Customers Mission, Vision & Values Electricity Rates & Customer Choice Choose the rate plan that works best for you
niagara peninsula energy inc.
CONTENT
3 4 5 6 7 8 9
Welcome to Niagara Peninsula Energy Inc.
Conditions of Service and Your Privacy
MyAccount Customer Portal
Your First Bill
What Do You Pay For
Residential Bill at a Glance
Choosing Your Electricity Plan
1 1 10 13 12 14
Payment Methods and Assistance
Managing Your Account
Year-Round Energy Saving Tips
Planning Ahead with Safety In Mind
Outage Preparation
welcome TO NIAGARA PENINSULA ENERGY INC. Niagara Peninsula Energy Inc. (NPEI) provides local electricity distribution and related services to approximately 58,000 customers in the City of Niagara Falls, Town of Lincoln, Town of Pelham and Township of West Lincoln.
OUR MISSION
To deliver safe, efficient, and reliable electricity, with excellent customer service and community value, provided by engaged employees. We are a civic-minded organization that takes pride in the efforts we take to support our customers and our community.
OUR VISION
To be recognized as exceptional in delivering services and value to our customers and communities.
OUR VALUES
We will conduct ourselves with commitment to the values of: Integrity , Fairness , Responsibility , Respect and Transparency .
NPEI fosters an environment that respects people’s dignity, ideas and beliefs thereby promoting equity, inclusivity and diversity in employment and the removal of systemic barriers. We demonstrate our commitment to this by providing a supportive work environment and a corporate culture that welcomes and encourages equal opportunities for all employees and the community we serve. SERVICE AREA NPEI operates as a Local Distribution Company (LDC) in the Province of Ontario. Our valid Electricity Distribution License is issued by the Ontario Energy Board (OEB). NPEI services several areas in the Niagara Region.
As part of our commitment to providing you with safe and reliable electricity service, we’ve outlined how we can work together in our Conditions of Service. This document provides information regarding the services offered by NPEI and the conditions associated with the supply of electrical energy to our customers. This important document details the regulations and codes that govern our services.
NPEI is committed to ensuring that the Personal Information it collects is accurate, confidential, secure and private. NPEI takes its customers’ security and privacy concerns seriously. We strive to ensure that user data is kept securely, and that we collect only as much personal data as is required to provide our services in an efficient and effective manner. We use the most advanced technology for internet security that is commercially available today. CONDITIONS of service
For more information, visit: NPEI’s Conditions of Service
we RESPECT your privacy
This data protection statement is aimed at being transparent about our security infrastructure and practices, to help reassure you that your data is appropriately protected. We are compliant with PIPEDA (The Personal Information Protection and Electronic Documents Act) which assists companies in meeting the mandatory provisions of the protection of personal information. Our Privacy Policy outlines some of the steps that NPEI has taken to ensure we meet our obligations under applicable privacy laws, which includes the Municipal Freedom of Information Act (MFIPPA).
Our full Privacy Policy can be found on our website: NPEI Privacy Policy
MYACCOUNT customer PORTAL
The MyAccount Customer Portal is the easiest way to securely and conveniently access your electric billing charges and usage history online. View and manage your account information, pay your bills or submit requests all in one place. Always stay up to date with your energy trends. MyAccount allows you to view your energy usage and see your energy patterns by the month, day or hour. By signing up for MyAccount , you will automatically be enrolled in eBilling. This means you will receive an eBill notification each month. eBilling is a safe, secure and convenient way to receive your bill, while being mindful of the environment.
Register for MyAccount at: MyAccount
Need help registering for MyAccount? Forgot your login information? Our Tutorial Videos will help make finding this information easy! See our videos here: MyAccount Tutorial Videos
WHEN AND WHAT TO EXPECT ON YOUR FIRST bill?
NPEI renders bills to its customers on a monthly basis. Bills for the use of electrical energy may be based on either a metered actual read, or an estimated read in accordance with the Ontario Energy Board’s approved Tariff of Rates and Charges. weeks from your move in date, your first bill will be produced, and you will be billed a one time only “Account Set Up Charge/Change of Occupancy Charge”. Your bill will be due 21 days after issuance. 4 Within
Please note that fixed charges will be prorated on your first bill.
FUTURE BILLS WILL FOLLOW IN THIS FAIR AND REASONABLE TIMELINE:
Billing Schedule is used to determine when monthly bill is produced
Payment is due 21 days after bill is produced
Electricity is billed monthly
Bill is produced
What Do You Pay For?
Know more about where your bill payment is going by viewing the graphic below. It shows what percentage of your bill goes where, and gives you a better idea of how customers in Ontario are charged for their electricity.
Regulatory Charges
Harmonized Sales Tax
Delivery: Natural Line Loss (paid to IESO)*
13%
Delivery: Transmission (Hydro One’s Portion)
3%
2%
10%
Delivery
Distribution NPEI’s fixed portion of the bill.
25%
47%
*IESO = Independent Electricity System Operator
Electricity Generators
SAMPLE RESIDENTIAL BILL
Head Office: 7447 Pin Oak Drive, Box 120 Niagara Falls, Ontario L2E 6S9 T: 905-356-2681 1-877-270-3938
niagara peninsula energy inc.
Customer Account Number 1234563-08
F: 905-356-0118 E: info@npei.ca
Your Local Utility
www.npei.ca myaccount.npei.1-c..-,,..--,----,,.....,...,--�-""-'-'...,,_,......,,.......__-+--=-,-----,--->;---.......,---1 Service Address
1234 TEST CRES
*01 2345 6 3 08110.16* ** P.A.P. DO NOT PAY**
MPl(R)
RESIDENTIAL CUSTOMER 5678 PIN OAK DRIVE NIAGARA FALLS, ON L2E 6S9
gb Service Address 1234 TEST CRES Usage
Name RESfDEN IAL CUSlOMER Meter Readin s Present Previous
Account Number 1 234563 -08 Read Dates Billing Previous Days 424 616 971 1481 1446 2281 31 31 31 31 1528 2367 1182 1958 952 1439 684 335 503 484 708 501 746 415 614 354 560
Telephone: 905-356-2681
Loss factor 1.0423
Time Band ON
Units kWh kWh kWh kWh
Billed
Usa e
Meter Number
Present
Mutt 1 1 1 1
ode MR MR MR MR
ELE: 0000612345 11/01/2022 10/01/2022 ELE: 0000612345 11/01/2022 10/01/2022 ELE: 0000612345 11/01/2022 10/01/2022 ELE: 0000612345 11/01/2022 10/01/2022 BILLING SUMMARY Previous Balance as of:11/02/2022 $218. 44 Payments as of:11/23/2022 ($218.44) Adjustments as of:11/23/2022 $0. 00 Interest Charges as of:12/02/2022 $0. 00 Balance Forward as of:12/02/202�---....,....�--< Current Charges as of:12/02/2022 Total Amount Due ---T'rT"i<-.C..,,..,--1
100.73 100.24 441. 42 642.39
96 .64 96.17 423.51 616.32
MID OFF TOTAL
163906
164523
218.44 -218.44 0.00 Charges 16.43 10.87 34.73 49.96 2.76 14.92 129.67 -19. 51
PREVIOUS BALANCE PAYMENT 11/23/2022 BALANCE FORWARD
RATE
USAGE
Your Electricity Charges On Peak Summe1- Mi d Peak Summer Off Peak Summer Delivery Regulatory Charges HST (#R871969127) Electric Charges Sub-total Ontario Electricity Rebate
96.64 96.17 423.51
0 .170000 0. 113000 0.082000
Deposit Held:
0.00 ELECTRIC USAGE HISTORY
Month Days
ON Peak MID Peak OFF Peak TOTAL kWh kWh kWh kWh
$110. $110.
16 16
CURRENT CHARGES TOTAL AMOUNT DUE
10-22 31 09-22 30 08·22 31 07-22 31 06-22 30 05·22 31 04-22 30 03·22 31 02-22 28 01-22 31 12·21 31 11 ·21 30 10·21 31
97 271 456 459 427 257 110 89
96
239 379 379 350 231
Total Ontario Support:$19.51. To learn more about the province s visit Ontario.ca/yourelectricitybill. electricity support programs.
115 459 79 119 87 94 128 599
115 108 126 113 112 124 j
850
1 23 4 5 6 3 -08
Interest is charaed 0. 04896% comoounded dailv from the due date.
I
I
I
I
Pay:ment Type
Amount Due
Bill Date
Due Date
Bill Type REGULAR
Account Type
I RESIDENTIAL MONTHLY I 12./02/202.2 I 12/23/2022 I
110 .16 I PAP DO NOT PAY
MESSAGES: If you are billed time of use. you have a choice to be billed on Tiered Price. Visit www.npei.ca/customerchoice. Balance forward is due upon receipt. Payable at most banks. and Visit customer portal at myaccount.npei .ca. New regulated price plan time of use tiered price rates as of November 1. 2022. See www npe1.ca fo1- rate details.
For a full description of charges on your bill, visit: About Your Utility Bill If you are billed at Tiered Rates, these will replace the On, Mid and Off Peak Rates as listed in the above sample residential bill.
plan ELECTRICITY
choosing your
All residential and small business customers are able to select between Time of Use (TOU) rates, or Tiered rates. The Ontario Energy Board (OEB) sets both the TOU and Tiered rates under the
Regulated Price Plan (RPP) in May and November of every year. To view the current electricity rates, visit: Current Electricity Prices
For more information on switching from TOU to Tiered rates, visit: Make your Choice
Time of Use (TOU) Rates Under TOU pricing, you are charged according to the day of the week and time of day that you use electricity. This gives you the option to manage your electricity costs by shifting higher electricity-use activities — such as laundry or running the dishwasher — to off-peak periods, which are charged at a lower rate. There are three different TOU price periods:
Tiered Rates With Tiered pricing, you can use a certain amount of electricity each month at a lower price. Once that limit (called a threshold) is exceeded, a higher price applies. Tiered prices give you the flexibility to use elec- tricity at any time of day at the same price, although that price will change if you exceed the threshold during the month.
Payment Methods
&
Payment Assistance
Payment Plans We offer a variety of ways for you to pay your bill, including these three convenient plans: 1) Pre-Authorized Payment Plan - Save time and money by having your payments automatically withdrawn from your bank account each month on the due date. 2) Equal Monthly Payment Plan - Our Equal Monthly Payment Plan simplifies paying bills by spreading your annual hydro costs evenly throughout the year. 3) Pre-Authorized Payment Plan with the Equal Monthly Payment Plan - A convenient way to combine both plans.
Payment Options • Online and Telephone Banking • Most Canadian Financial Institutions • Credit Card Payment
• Mail by Cheque or Money Order • 24-Hour Payment Drop-Box by Cheque or Money Order
For a full description of our Payment Plans and Options, visit: NPEI Payment Plans and Options
Payment Assistance We understand that there are times when customers may have difficulty paying their electric bills on time. If you’re unable to pay the full balance of your bill by the due date, please contact one of our Customer Service Team Members who will be happy to assist you.
NPEI offers the following programs to assist our customers in need: • Payment Arrangements • Arrears Payment Agreement Plan • Low Income Energy Assistance Program (LEAP)
• Niagara Emergency Energy Fund (NEEF) • Ontario Electricity Support Program (OESP) • First Nations On-Reserve Delivery Credit
To view a full list of our assistance programs, visit: NPEI Payment Assistance Programs
DEPOSIT AND COLLECTION POLICY
The Deposit and Collection Policy sets out the standards of NPEI with respect to customer payment deadlines, late payment and interest charges, collection charges and customer security deposits.
For our full policy, visit: NPEI Deposit and Collection Policy
MOVING
We can help simplify your move! Whether you are a new or existing customer, you can notify us about your upcoming move in or move out by using our online forms. You may also contact us by phone or email.
These forms can be found at: NPEI Moving
MANAGING YOUR ACCOUNT INFORMATION
Who needs to access your account? Currently, only the name the on account, and any contacts provided in writing have access to information on your account. If written authorization is not provided, individuals who are not a name or contact on your account will not be able to access any account information. To authorize a contact(s) on your account, you can complete the Account Access for Information Form found here: NPEI Account Access for Information
Are you a landlord managing a property? We can help you effectively manage the electrical service for your rental units to avoid unwanted interruption of service. Please complete the Owner Memo Form to provide us with direction to either read and disconnect the service or transfer the service into your name. This form can be found at: Owner Memo Form Has your account information changed? If your phone number, email, mailing address or contacts have changed, please let us know by emailing your updated information to info@npei.ca.
SERVICE REQUESTS As you begin planning your project, it’s important to consider the electrical work needed to complete the work safely. Once you have a plan, let us know if an adjustment to your electrical service is required. Our Service Request Application Form can be used when requesting a new service, a temporary service or service upgrade. The Authorization to Disconnect/Remove Hydro Services Form can be used when requesting a removal or demolition of a hydro service.
Complete the form here: Service Request Application Form
Year-Round Energy Saving Tips
• Open up your windows and let the fresh air in, especially at night. • Delay turning on your air conditioner until the temperature outside increases. • Ensure that you’re running your bathroom fans after showers to draw out the heat and humidity. • Clean your air ducts. Ensuring your ducts are free and clear will increase the efficiency of your heating and cooling systems and increase air quality. • If you need to upgrade your appliances, ensure you buy Energy Star® rated appliances to keep your energy costs down. • There are a number of window treatments that can help you keep your home more efficient. These include shades, window films, blinds and insulated curtains. • Keep your ceiling fan rotating in a counter-clock- wise direction to push the cold air downwards. • Change your furnace filter to ensure the unit is operating efficiently. • Install a programmable thermostat and set the temperature lower at night. • Clear your furnace vents for proper air flow. • Seal cracks, leaks and drafts with weather- stripping to keep the cool air out. • Change your lightbulbs to energy-efficient LEDs as the daylight hours shrink. • Remove your window air-conditioning units for the winter. • Keep window curtains and shades open to let the sunlight in. • Spin your ceiling fan in a clock-wise direction to push warm air downwards. • Consider adding insulation to your home to keep the heat in this winter. • If your old furnace is on its way out, replace it with an energy-efficient model.
• Eliminate drafts and leaks with inexpensive weather stripping and/or caulking. • Install more insulation in your attic and throughout your home to keep the warm air in. • Light the way with energy-efficient LEDs during the shorter days. • Install a programmable thermostat and turn the temperature down when you are away from home or sleeping. • Keep cold air out with pre-cut foam gaskets on outdoor wall plugs. • Close your curtains to keep the warm air in and the cold air out. • Replace your furnace’s air filters to use less energy and increase its lifespan. • Keep doors to unused rooms in your house closed to keep the heat in areas you are using. • If you run a ceiling fan at the same time as your air conditioner, you can set your thermostat 2 degrees higher and feel just as cool. • Use a programmable thermostat and set the temperature higher when you’re sleeping or away from home. • Check your air conditioner’s filter regularly and clean or replace it as needed for better efficiency. • Upgrade your indoor and outdoor lighting to energy-efficient LED bulbs. • Draft proof your home to keep the hot air out and the cold air in. Add weather stripping to doors and windows to create a tight seal. • Use your outdoor grill or have meals that don’t require the oven to be on to reduce excess heat in your home and keep your air conditioner from working overtime. • Dry your clothes on an outdoor clothesline.
LANDSCAPING around ELECTRICAL EQUIPMENT In order for NPEI to provide safe and reliable service, we need to maintain clear access to our electrical distribution equipment. This equipment must remain clear of fences, shrubs, snow and other structures to facilitate ease of identifying the equipment and the possible need to replace these items.
tree TRIMMING Never trim tree limbs or cut branches around power lines. We will be happy to inspect your property to ensure limbs or branches are not interfering with the power lines.
Electricity, when not handled safely, can be fatal. Electricity always seeks a path to the ground, using a conductor. If you touch a live wire while you
are grounded, your body will act as a conductor allowing electricity to pass through you to the ground, giving you an electric shock. NPEI is committed to protecting the safety of the community and its employees.
For more information, visit: NPEI Tree Trimming
Any electrical service that requires a disconnection for the purpose of repairs, a panel change, or meter relocation, shall be approved by the Electrical Safety Authority (ESA). The ESA ensures the electrical work performed follows the Ontario Electrical Safety Code. Any work performed on the customer’s side of the demarcation point, not involving NPEI, is still subject to ESA inspection. NPEI requires an electrical safety inspection on any service that has been disconnected for more than 6 months.
CALL OR click before you DIG
Before you dig, drive a post or plant a tree, Call or Click. This is a free service offered by Ontario One Call for excavators and home-owners.
For more information, visit: NPEI’s Conditions of Service
Call 1-800-400-2255 or visit: Ontario One Call
For more information, visit: NPEI Call or Click Before You Dig
outage PREPARATION
Despite our best efforts, power outages and electrical emergencies do occur without warning. We encourage you to plan ahead and be prepared. Local emergency responders also recommend that residents prepare and plan to be self-sufficient for 72 hours in an emergency situation. Keep our 1-877-270-3938 toll free number line handy to report power outages, downed powerlines and electrical emergencies.
BEFORE a power outage HAVE AN EMERGENCY KIT ON HAND:
Cellphone or cordless phone Battery operated flashlight Candles, matches or lighter Extra blanket, hats & gloves First Aid Kit
Bottled water Non-perishable foods like snacks or canned/dried goods Manual can opener Disposable tableware & cutlery
• Test your smoke alarms to make sure they work. • Ensure there is always sufficient fuel in your vehicle to meet possible emergency travel needs. • Install surge protection devices on sensitive equipment such as televisions, computers, mobile devices and microwaves to help protect them from surges when power is restored. • If someone in your household uses life support equipment, it is important to make NPEI aware. You should also make arrangements for a back-up power supply or transportation to another facility in the event of a power outage. • If you have a garage door opener, familiarize yourself with the manual operation of the unit so that in an emergency you can get out of the garage quickly and safely. • If you are considering purchasing a standby portable generator, the Electrical Safety Authority, which regulates the safe use of electrical equipment in Ontario, cautions consumers contemplating the purchase of portable standby generators to do some homework first. Go to www.esasafe.com.
Make sure your home has a BATTERY OPERATED SMOKE ALARM and CARBON
MONOXIDE DETECTOR on every level.
NPEI strives to ensure that your power remains on at all times. Unfortunately, there are times when unexpected interferences may affect our power system. Be assured that our system operators and line crews will work diligently to restore your power as quickly as possible.
DURING a power outage
If your power goes out unexpectedly, check your circuit breakers or fuses. If a circuit has been tripped or a fuse blown, reset the breaker or replace the fuse to restore your power. If you still have no power, contact NPEI. TURN OFF ENSURE ALL
the main electrical switch
stovetop elements are in the off position
KEEP AWAY
TURN OFF
from downed powerlines. If you see a downed powerline, contact us immediately.
or unplug equipment to prevent damage should there be a power surge when power is restored
NPEI OUTAGE MAP
If you are ever without power, be sure to check our Outage Map, which provides information on power outages occurring within our service territory. The Outage Map provides details on the outage including location and the number of customers affected. The Outage Map can be found at: NPEI Outage Map
a power outage AFTER Plug in only the most essential appliances. Waiting 10-15 minutes before plugging in and turning on equipment, such as refrigerators and air conditioning units, gives the power system time to stabilize. CHECK to make sure the freezer and refrigerator are working and what food can be refrozen. RESTOCK your emergency kit and return it to its regular storage place.
quick LINKS About Your Utility Bill Accessibility Policy
Moving MyAccount MyAccount Tutorial Videos Outage Map
Account Access for Information Call or Click Before You Dig Conditions of Service Current Electricity Prices Customer Choice Deposit and Collections Policy
Payment Assistance Programs Payment Plans and Options Privacy Policy Service Request Application Form
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Stay Connected to Us!
7447 Pin Oak Drive, Niagara Falls, ON, L2E 6S9 Monday - Friday: 8:30 a.m. to 4:30 p.m.
ADDRESS: HOURS:
(For telephone and email inquiries)
TELEPHONE: EMAIL: WEBSITE: FACEBOOK: 905-356-2681 TOLL FREE: 1-877-270-3938 info@npei.ca www.npei.ca @NPEIHydro TWITTER: @ NPEIHydro AUTOMATED ACCOUNT BALANCE LOOKUP: 1-877-601-3899
niagara peninsula energy inc.
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