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Frequently asked questions

Payment & invoices

How can I pay my invoice?

We have several payment options available to our customers. Please allow adequate time (it can take up to 3 business days) for your payment to reach us prior to the due date. They are as follows;

a) Most financial institutions, including automatic banking machines, internet banking and telephone banking on or before the due date of your invoice.

b) Using the pre-authorized payment plan. Click link for PDF form to fill out and submit to us with a voided cheque.

c) Credit card payment through Paymentus Corporation. To pay by credit card, call 1.855.288.5237 or visit the Paymentus website.

d) Cheque payable to Provident and mailing it to;
20 Floral Parkway
Concord, ON,
L4K 4R1

How do I go on automatic withdrawal?

Customers can sign up for pre-authorized payments at any time. Accounts must be paid in full prior to activation of automatic withdrawals. You can complete the information required on the back of the invoice or click on the link to print off a PDF version of the form. Fill in the form and return with a copy of a VOID Cheque to Provident either by fax (416)736-4923, email customerservice@pemi.com or by mail to:

20 Floral Parkway
Concord, ON
L4K 4R1

If I sign up for automatic withdrawal will I still get an invoice?

An invoice will be issued either monthly or bi-monthly. Once your account has been set up for pre-authorized payments you will notice it indicated on your invoice. The amount due will come out of your account on the due date of the invoice.

Can I pay using my credit card?

Yes, credit card payments are accepted through Paymentus Corporation. To pay by credit card, call 1.855.288.5237 or visit the Paymentus website.

How do I sign up for E-Billing?

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.

What if I change financial institutions, close and account or payment is returned?

Contact our office in advance of doing so to make alternate arrangements. Should payment come back from the bank for any reason a $50.00 fee plus HST will be applied to your next invoice.

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 utility usage for the corporations, many are requiring the utilities 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 utility usage.
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. There will be a credit balance forward which will go towards your next invoice issued.

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. Please contact our Customer Service Department at (416)736-0630 extension 2 or customerservice@pemi.com for any payment inquiries.

What is the due date on my invoice?

The due date of your invoice is always 16 days from the statement date of your invoice not including Sundays or holidays. The net 16 day payment period is in our contract with the condominium corporation to ensure timely remittance to the corporation.

Moving in & moving out

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.

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.

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.

Information about sub-metering

Does Provident supply the electricity?

Provident does not supply the electricity to any of our sub-metering clients. The power is provided by the local distribution company. Provident is the billing agent on behalf of the Condominium Corporations.

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.

How does Provident know how much thermal energy I use?

There is a thermal meter located inside each fan coil in each suite. This thermal meter measures the total amount of heating you use in the wintertime and how much cooling you use in the summer.

How does Provident calculate the rates for my thermal bill?

Heating

Provident calculates the heating rate by measuring the following:
The amount of thermal heat being generated by the boilers
The amount of natural gas used by the boilers
The amount of electricity used by the circulation pumps (these pumps get the heat to the suites)

With this information we calculate exactly how much it costs to create one (1) equivalent kilowatt hour of heating.

Cooling

Provident calculates the cooling rate by measuring the following:
the amount of thermal cooling being generated by the chiller
the amount of electricity used by the cooling system
the amount of electricity used by the circulation pumps (these pumps get the cooling to the suites).

With this information we calculate exactly how much it costs to create one (1) equivalent kilowatt hour of cooling.

How does Provident know how much hot water energy I use?

There is a water meter located inside each suite that measures the amount of hot water consumed in the suite. Please note this meter does not measure how hot the water is, just how much you use.

How does Provident calculate the rates for my hot water bill?

Provident calculates the hot water rate by measuring the following:
The amount of gas used by the hot water boilers
How much hot water is made with this information we can calculate exactly how much it costs to create one (1) cubic meter of hot water.

How does Provident calculate the rates for my Electricity Bill?

Provident simply passes the electricity rates to the customer based on the charges from the condominium’s bulk hydro bill from the local distribution company.

Why is my bill so high?

There are various factors that could explainy why your energy consumption could be so high. Provident 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.

Time of use

The Ontario Energy Board has mandated the implementation of Time of Use (TOU) pricing. All of the meters that Provident installs are smart meters and are ready for time of use rates. When the rates currently being charged to your condominium corporation change to TOU we will be providing those same rates to all of the individual suites. This means that the price of electricity changes based on when you use it. We will provide more information on the time and rates when the changes take place in your billing.

What is thermal heating?

The fan coil or heat pump, which carries the heat source to the unit (your condo), is powered by electricity. The heat source itself is natural gas. Much like a residential furnace that is heated by gas, the fan coil or heat pump has an electric fan to distribute the heat throughout the unit.

Fees, charges, & taxes

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.

What is the delivery charge on my bill?

The delivery charge is comprised of the following individual components: transmission charge, customer charge (from the local utility), administration fee (from Provident which covers costs such as paper, mailing envelopes, mailing costs, reading meters, website hosting, labour, customer service etc.), lost revenue adjustment charge, shared savings charge, distribution charge, regulatory asset recovery charge and HST recovery. Provident as the billing agent for your developer or condominium corporation collects HST recovery on the energy charge and all of the above charges (other than the Provident administration charge on which the HST is charged separately).

What is the regulatory charge on my bill?

The regulatory charge is comprised of the following individual components: Wholesale Operation Charge, Special Purpose Charge, Standard Supply Service Charge, Market Services, Administration per month from the local utility and Conservation Recovery.

What is the new account set up fee on my bill?

The new account set up fee covers the administrative costs for Provident to set up the new account in our system. The charge is only applicable on the first invoice issued.

Harmonized Sales Tax (HST)

The new Harmonized Sales Tax came into effect on July 1st 2010. The HST is a 13% tax and is a blend of the Goods and Services Tax (GST) at 5% and the Provincial Sales Tax (PST) at 8%. Provident currently does HST recovery on behalf of your condominium corporation for the electricity bill and bills you directly for the HST on Provident's fee.

What is the loss adjustment factor?

Your consumption may have been adjusted by the Toronto Hydro loss adjustment factor of 1.0376. When electricity is delivered over a power line, it is normal for a small amount of power to be consumed or lost as heat. Equipment, such as wires and transformers, consume power before it gets to your home. The adjustment factor accounts for these losses.