Starting an account
There are several ways to start Provident account, including:
- Completing the online Customer Services Agreement form
- Submitting a signed Customer Services Agreement
Upon account setup, you can expect to receive a welcome letter mailed or emailed to you with your customer number. Using this, you can access the online billing portal at https://providentbilling.com/ .
I have a tenant moving in, can I move the billing to them?
When will I receive my first bill?
How often will I get a bill?
Can I have my utilities provided by someone other than Provident?
How are utility services billed?
- Utility services are billed based on actual usage.
- Electricity is billed in kilowatt hours (kWh) using the standard provincial utility structure.
- Water and Gas are billed in cubic meters (m3). Rates are then applied to this usage to determine your bill amount.
- Cooling and heating is billed in equivalent kilowatt hours (ekWh). Rates are then applied to this usage to determine your bill amount.
What utilities am I being billed for?
How do you read my meter?
Are there any other billing charges I should be aware of?
First bills usually include a one-time account set-up fee.
Accounts disconnected for non-payment will be charged a reconnection charge.
Please see our Conditions of Service for a full list of current charges.
Can I receive my bills by email?
Where can I see my statements online?
Where can I find my account number to pay my bill?
What is my billing cycle?
Can I change my billing cycle?
How can I change my mailing address?
How do I qualify for low-income consumer programs in Ontario?
Ontario Electricity Support Program (OESP)
- Phone: 1-855-831-8151
Low-Income Energy Assistance Program (LEAP)
- Phone: 1-877-632-2727
In addition, the Ontario Energy Board has issued special rules that apply to customers that meet the low-income requirements, as determined by the Ontario Energy Board. See the Ontario Energy Board website for details at www.ontarioenergyboard.ca.
Can I allow my spouse/friend to have access to my account?
Customer Portal 1 – Billing
- Access all current and historical bills
- Self-enroll into paperless e-billing
Customers can view their hourly, daily and monthly consumption through Customer Portal 2 – Usage, https://provident.meterconnex.com/
Customer Portal 2 – Usage
- Username = LOC-ID (e.g. 874-1010)
- Password = 6-digit Customer Number (e.g. 222212)
Customers can view their billing through Customer Portal 1 - Billing, https://providentbilling.com/.
How do I close my Provident account?
Please provide notice one month before moving out as there may be follow-up information required. Please make sure to have your forwarding address so that a final bill and/or refund cheque can be mailed for any amount remaining on your account. You may make final arrangements for your metered services account by:
Filling out an online Move Out form to initiate the closing of your account. Some additional information may be required.
What happens if the resident does not close their account?
Why am I receiving a bill after my account is closed?
How do I confirm my account is closed?
I paid a Security Deposit. How do I get it back?
If you are closing the account, the deposit is applied to your final bill. Please contact us with your forwarding address for any remaining amount to be sent out.
Rates and Charges
Why is there a set-up fee and delivery fee?
The delivery charge includes the cost of delivering electricity from generating stations across the Province to your utility provider and to your home or business. This includes the costs to build and maintain the transmission and distribution lines, towers, poles and to operate provincial and local electricity systems. Your bill will increase or decrease depending on the amount of electricity that you use.
Why do I pay an administration fee?
What are the utility rates?
Electricity Rates (Time of Use, Market Rates/Global Adjustment/Tiered Rates)
Based on the above information, your building’s electricity rates can be RPP Tiered Rates, RPP Time-of-Use or No RPP Market Rates (HOEP, Global Adjustment). Provident does not select your rates. This is decided between your Property Management or Developer and the Local Distribution Company (e.g. Hydro One) on the buildings “bulk” bill. This rate is passed to you via the Provident bill.
How is electricity priced in Ontario?
The Ontario Energy Board sets the retail electricity rates for the Province of Ontario. More information is available on the OEB’s website: Here
Regulated Price Plan (RPP) – Tiered Pricing
The RPP Tiered pricing option is being completely phased out in 2020. The switch from Tiered to TOU is not optional nor is it reversible.
Effective November 1, 2011, the Ontario Energy Board (OEB) introduced two-tier electricity pricing for customers on the Regulated Price Plan. The two-tier pricing is reflected in the charges for electricity usage. If you're on Regulated Price Plan Tiered Pricing, your consumption in kilowatt hours (kWh) is separated into two price tiers under the government's Regulated Price Plan.
For residential customers, the price threshold (the amount of electricity consumption that is charged at the lower price) will change twice a year. The price threshold will be 1,000 kWh per 30 days during the winter season (Nov. 1 - Apr. 30) and 600 kWh during the summer season (May 1 - Oct. 31). This allows consumers to use more electricity at the lower price in the winter. The OEB indicates that it will review and possibly change the RPP prices every six months, on November 1st and May 1st.
The current Tiered Pricing Rates are available on the Ontario Energy Board website: here
Regulated Price Plan (RPP) – Time of Use (TOU) PRICING
If you're on Time-of-Use rates, your consumption in kWhs is separated into three periods: on-peak, mid-peak and off-peak. Off-peak pricing is less the cost of On-peak, providing consumers an opportunity to save by shifting their usage to off-peak periods.
Both of the Regulated Price Plan’s (RPP) (Tiered Pricing and Time-of-Use Pricing) cover the commodity cost of electricity charged to your building. Provident passes this cost through to you, without mark-up and pays it directly to your building or on behalf of your building to offset the bulk utility bill.
The current Time-Of-Use (TOU) Prices & Periods are available on the Ontario Energy Board website: here
When a building is not registered for a Regulated Price Plan, they are subject to Market Rates (Global Adjustment). This rate can fluctuate from month to month.
No Regulated Price Plan – Market Rates (HOEP), Global Adjustment
When your building is NOT on RPP, your electricity price is based on the Hourly Ontario Energy Price (HOEP), commonly referred to as Market Rates. This means that Global Adjustment may apply. This is established monthly and takes into the consideration, the following:
- Differences between the Hourly Ontario Energy Price (HOEP), also known as the wholesale market price for electricity
- Costs of delivering conservation programs
- Regulated rates for Ontario Power Generations’ nuclear and hydroelectric generating stations
- Payments for building or refurbishing infrastructure and contracted rates paid to generators across Ontario
This covers the commodity cost of electricity charged to your building. Provident passes this cost through to you, without mark-up and pays it directly to your building or on behalf of your building to offset the bulk utility bill.
Please click on the link below for more information on Global Adjustment.http://www.ieso.ca/en/Learn/Electricity-Pricing/What-is-Global-Adjustment
Will I see my rate type (RPP TOU, RPP Tiered, No RPP (Market/Global) on my bill?
Can Provident change my electricity rate?
How is my thermal charge calculated?
How is my hot water charge calculated?
Why are you charging so much for utilities?
Why is my bill higher than last month?
Access to your daily meter reads can be found at https://provident.meterconnex.com/. This will help identify days or periods of time where your usage may have changed.
Alternatively, contact our Customer Service Team, we are happy to review your account with you.
How do I know this bill amount is fair?
Water meters are monitored monthly to identify high usage or anomalies in usage and have a certificate of conformance for weighing and measuring devices. If required, meters are investigated and replaced if not working within set parameters.
Why do my bills vary?
Will I be disconnected if I don’t pay my bill on time?
Yes, you may be disconnected if you do not pay your bill on time. The Ontario Energy Board regulates matters around non-bill-payment and disconnection. There are certain charges that apply to reconnection of disconnected services. Most Ontario-based sub-metering companies that operate nationally apply these standards across all jurisdictions. In addition, the Ontario Energy Board has issued special rules that apply to customers that meet the low-income requirements, as determined by the Ontario Energy Board. See the Ontario Energy Board website for details at www.ontarioenergyboard.ca.
|Disconnect/Reconnect Fee During Office Hours (9:00am – 5:00 pm)||A fee will be charged upon reconnection of a disconnected metered service based on a customer request, or for non-payment of arrears after office hours. The unit will be disconnected only after the resident/commercial tenant receives a reminder notice as well as a disconnection notice. A meter will only be reconnected once the arrears are paid in full or an arrears management agreement has been made.|
|Disconnect/Reconnect Fee After Office Hours (5 pm – 9:00 am)||A fee will be charged upon disconnection and reconnection of a metered service based on a customer request, or for non-payment of arrears after office hours. The unit will be disconnected only after the resident/commercial tenant receives a reminder notice as well as a disconnection notice. A meter will only be reconnected once the arrears are paid in full or an arrears management agreement has been made.|
|Meter Dispute Fee||Metering inaccuracy is an extremely rare occurrence. Most billing inquiries can be resolved between the customer and Provident without a meter accuracy test. However, upon the request of a customer, Provident will conduct a meter accuracy test. Provident will charge the customer a meter dispute fee, if the meter is found to be accurate. Provident, however will refund the fee and make necessary adjustments to the customer’s bill if the meter is found to be inaccurate. Either Provident or the customer may request the involvement of Measurement Canada to resolve a meter dispute. If the customer initiates the dispute, Provident will charge the customer a meter dispute fee. If the meter is found to be inaccurate and Measurement Canada rules in favour of the customer, Provident will refund the fee and make necessary adjustments to the customer’s bill.|
You may be subject to a Late Penalty. The late payment is 1.5% on the outstanding balance.
How can I pay my bill?
- Online banking
- Payee: Provident Energy Management Inc
- Account number is 6-digit customer number (e.g. 222122)
- Credit card
- Using Paymentus by phone at 1(855)288-5237 or;
- Online through the Paymentus Website
- Credit card payments are subject to a 1.75% Paymentus Service Fee
- Cannot preauthorize credit cards at this time
- Preauthorized Payment via Chequing Account
- A preauthorized payment plan form can be found on our website. We do not preauthorize credit cards at this time.
- Financial Institution
- Telephone banking
- Branch Payment
- Include 6-digit Customer Number in Memo field
- Send to: 20 Floral Parkway
Concord, ON, L4K 4R1
Payments usually take 2-3 business days to arrive from most financial institutions and credit card companies. Cheque payments may take 7-10 business days to be processed.
Can I pay my bill with a credit card?
Can I preauthorize my credit card?
Can I preauthorize my chequing account?
Can I change the account my preauthorized payments are coming from?
I am moving to another building/unit where Provident is the sub-metering provider. Am I required to resend pre-authorized payment information?
What is my account number for online banking?
What is the Payee Name for online banking?
Why is my payment not showing on my bill?
If a payment was made 2-3 business days before your statement was generated/printed, your payment will not reflect on the new invoice. If you check your online account at https://providentbilling.com/ your payment and updated balance will show under the “Recent Payments” and “Balance” fields.
If you made a payment and after 2-3 business days it is not showing on your online account, first check the 6-digit account number that it was paid to. To do this you can check your online banking history or contact your financial institution. If the amount was paid to an incorrect account number, you can either recall your payment through your financial institution or we can transfer the funds to the correct account.
Why is my payment not showing on my online account?
There is a disruption in services. Who should I call?
If the disruption is not due to a payment concern, please contact your Property Manager or the Local Distribution Company to investigate.
I received an automated call, what is it about?
What is bulk metering?
What is sub-metering?
How does sub-metering work?
Water meters are installed inside the suite, typically under the vanity in the bathroom.
Natural gas meters are installed inside the suite, typically in a utility closet.
Cooling and heating meters are installed in the suite.
All utility meters communicate back to a central data collection unit. This data collection unit is accessed daily for meter read download and data backup.
What are the benefits of sub-metering?
- Sub-metering removes in-suite utility costs from the building’s operating budget, helping lower rent in rental properties and common area maintenance charges in condominiums.
- A user pay model encourages long term conservation.
- Residents are empowered and can control monthly utility bills.
- Building Managers can accurately budget common area utility costs.