Frequently Asked Questions

1. How do I go on automatic withdrawal?
   
   Customers can sign up for Pre-Authorized Funds Transfer at any time. However, current outstanding amounts need to be paid in full first. On the back of each invoice is a form. All blank lines and boxes must be filled in. Send in payment for any amounts owing along with the form and a voided cheque.
   
   Alternatively, click on the attached link to print off a PDF version of the form to fill in. Remember: Pay any amount owing on your account first. Fill in the form and return it to Provident either by fax (416)736-4923 or by mail to; 100 Supertest Road, North York, Ontario, M3J 2M2 with a “voided” cheque.
   
   
2. If I sign up for automatic withdrawal will I still get an invoice?
   
   An invoice will be issued each month. Once set up on Pre-Authorized Funds Transfer you will find the text “Pre-Authorized Payment Plan. Do Not Pay” printed on your invoice in two spots. The first is on the stub portion of your invoice at the bottom right hand side. The second place it will print is on the bottom right hand side of the main portion of the invoice. The amount due will come out of your account on the due date of the invoice.
   
   
3. What if I change financial institutions or close an account?
   
   Contact our office in advance of doing so to make alternate arrangements. Should payment come back from the bank for any reason a $25.00 fee plus GST will be applied to your next invoice.
   
   
4. I sent you a payment, so why did your company also withdraw the money from my bank account?
   
   When purchasing a suite in a condominium it is often required that you provide a voided cheque and sign a pre-authorization form for the maintenance fees. As we are agents on behalf of the Condominium Corporation to invoice and collect for in suite electricity use for the Corporations, many are requiring the Electricity be handled the same way the maintenance fees are being handled. As a result, with all the documents being signed at closing, many of purchasers do not realize that they have signed an authorization form and provided a void cheque for the monthly Electricity use. Once a purchaser receives the first invoice they may not notice that at the bottom right hand corner of both the stub and main portion of the invoice it will say “Pre-Authorized Payment Plan. Do Not Pay” and remit a payment to us. This will show as a credit on your next invoice and be used against the next months charges.
   
   
5. Can I pay using my credit card?
   
   Unfortunately this is not one of our payment options.
   
   
6. How can I pay my invoice?
   
   We have many payment options available to our customers. They are as follows;
   
   a) Cheque payable to Provident Energy Management Inc. and mailing it to; 100 Supertest Road, North York, Ontario, M3J 2M2.
   
   b) Most financial institutions, including Automatic Banking Machines, Internet Banking and Telephone Banking on or before the Due Date of your invoice.
   
   c) Using the Pre-Authorized Payment Plan. Click link for PDF form to fill out and submit to us with a voided cheque.
   
   
7. I made a payment, why does it not show on my bill?
   
   If payment was remitted late in the month it is possible that there is an overlap in time from when we receive your payment and when the next invoice is issued. Contact our office and ask for our Billing Department at 416-736-0630 for inquiries regarding payment of your invoice.
   
   
8. When do you issue the invoices?
   
   Our invoices are issued during the first week of the month, however, not necessarily on the same day each month. The date the invoices are issued is your Statement Date on your invoice.
   
   
9. What is the due date on my invoice?
   
   The due date of your invoice is always 10 days from the statement date of your invoice not including Sundays or Holidays. The Net 10 day payment period is in our contract with the Condominium Corporation to ensure timely remittance to the Corporation.
   
   
10. I am moving out (and/or selling) of the suite that I own, what do I need to do?
    
    If you are the owner of the suite and selling / moving out you need to notify our office a minimum of 5 days prior to the closing by filling out our Disconnection form and faxing it to our office at 416-736-4923. Click on the link for the PDF version of our Disconnection form.
    
    Important note: Fill in ALL the blanks to avoid any problems with the disconnection of service. Failure to notify our offices 5 days in advance could result in the customer being held responsible for all electricity used until notice of move is received and the account is finalized.
    
    
11. Does Provident Energy Management supply the electricity?
    
    Provident Energy Management Inc. does not supply the electricity to any of our Sub-metering clients.
    
    
12. I have purchased a suite and want to know what I need to do to connect the service at that address?
    
    If you have purchased a suite at one of the buildings that we bill for electricity you will need to fill out our connection form and faxing it to our office at 416-736-4923. Click on the link for the PDF version of our Connection form.
    
    Important note: Fill in ALL sections of the form to avoid any problems with the connection of service. A New Account Setup Fee will be applied to your first invoice.
    
    
13. I have a tenant moving into my suite, what do I need to do?
    
    Contact our office a minimum of 5 days prior to when your tenant will be moving in. Provident will require the tenant’s name, phone number and the date from which we are to start billing your tenant. A New Account Setup Fee will be applied to your tenants first invoice.
    
    Important Note: Under the declaration of the Condominium Corporation each unit owner is (usually) responsible for the electricity costs associated with the suite to which they are the legal owners. Should you have a lease agreement it would be up to the individual owners to collect from their tenants or take their tenants to small claims court should they default in payment. Provident will make collection calls and will send out Past Due Notices to the tenant and the owner of the suite.
    
    
14. I have a tenant moving out of my suite, what do I need to do?
    
    Contact our office a minimum of 5 days prior to when your tenant will be moving out. Provident will require the tenant’s forwarding address and phone number and the date up to which your tenant is to pay for their electricity charges.
    
    Important Note: Under the declaration of the Condominium Corporation each unit owner is (usually) responsible for the electricity costs associated with the suite to which they are the legal owners. Should you have a lease agreement it would be up to the individual owners to collect from their tenants or take their tenants to small claims court should they default in payment. Provident will make collection calls and will send out Past Due Notices to the tenant and the owner of the suite.
    
    
15. Can I get e-billed?
    
    Yes, you may receive your invoice via e-billing. Signing up for e-billing allows you to view your statements online, reduce paper consumption, view your billing history for the last 3 years, and also allows you to print copies of previous bills at no extra charge. To register for e-billing, please click here.
    
    
16. What is the administration fee on my bill?
    
    The administration fee on your invoice is a fee by Provident Energy Management Inc. This fee covers costs such as paper, mailing envelopes, reply envelopes, mailing costs, reading meters, labor, etc.
    
    
17. What is the first and second energy charge on my bill?
    
    The first energy charge on your invoice is for the first 600 kWh (summer rate starting May 1st) and 1000 kWh (winter rate starting November 1st) is charged at a lower rate which is regulated by the Ontario Energy Board.
    
    The second energy charge, which only appears on your bill if your consumption exceeds the 600 kWh in the summer or 1000 kWh in the winter, is charged at a higher rate which is also regulated by the Ontario Energy Board.
    
    Link to Ontario Energy Board Regulated Price Plan.
    
    
18. What is the supply charge on my bill?
    
    The Supply Charge on your invoice is regulated by the Ontario Energy Board and is a blend of various charges on the bulk meter invoice issued to the Condominium Corporation. The various charges are as follows; Customer Charge (from local utility), Distribution Charge, Transmission Charge, Wholesale Operations Charge, Debt Retirement Charge and GST Recovery.
    
    
19. What is the new account set up fee on my bill?
    
    Whenever a customer moves into one of our service locations Provident has to take a final meter reading, create a final bill and disconnect the previous customer. We then assign a new customer number and connect the new customer. The New Account Setup Fee covers Provident costs in taking these steps. This charge will only show up on your first invoice in that service location. Provident does not charge this fee upon moving out.
    
    
20. What are the benefits of sub-metering?
    
    The benefit of sub-metering is mainly that the residents are in control of their own consumption and pay only for the consumption used within their suites. If the resident is conscientious of their consumption this will benefit them in the amount that they pay and also help in Energy Conservation.
    
    
21. Why is my bill so high?
    
    There are various factors into why your energy consumption could be so high. Provident Energy Management Inc. does not know specifically the equipment used in each unit. We simply read the consumption used on the meter. Click here for a PDF version of an appliance usage chart for possible reasons into high-energy consumption.