Billing
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?
Yes. In most cases billing can be transferred to tenants. Please have the tenant fill in an online Customer Services Agreement on our website.
When will I receive my first bill?
You will receive your first bill within 4-6 weeks of starting your Provident account. For newly constructed buildings, the first bill may take longer. As a new customer, you will see a one-time account setup fee and potentially a security deposit. Customers may be required to pay a security deposit, unless a condition to waive the deposit has been met. More details about security deposits are found below.
How often will I get a bill?
Provident sends each suite a monthly bill. Some exceptions include buildings that receive a bill every two months. Bills are due 20 days after the date issued.
Can I have my utilities provided by someone other than Provident?
Your utilities are not supplied by Provident but instead by your Local Distribution Company (e.g. Hydro One) and Provident is contracted as your third-party billing service. Provident is contracted by your Property Management Team/Condominium Board or Developer to install, read and bill each in-suite meter for the amount of utilities they used each month.
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?
This is based on the contract between Provident and your building. You could be billed for any combination of Electricity, Heating, Cooling, Hot Water, Cold Water or Gas. The utilities billed to you are listed on your bill under “Service Type”.
How do you read my meter?
Provident reads your meter remotely. There are a few exceptions based on the type of meter.
Are there any other billing charges I should be aware of?
Customers will be charged a monthly administration fee. This includes the costs of installing, maintaining and reading the sub-meters, as well as costs related to billing, customer service, collections and general administrative services. An administration fee is a part of any and all utility bills, no matter who is billing your building (another provider or local utility). This fee is often embedded amongst other charges on the bill. Even by paying the administration fee, you are still saving money as we offer one of the lowest fees in the industry.
First bills usually include a one-time account set-up fee.
First time bills or accounts in default of payment may include a security deposit. There are often ways to reduce or remove this deposit.
Accounts disconnected for non-payment will be charged a reconnection charge.
Please see our Conditions of Service for a full list of current charges.
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?
Yes. Once you receive your 6-digit customer number, you may register an account at https://providentbilling.com/Registration.
Where can I see my statements online?
After you register an online account, you can log in at https://providentbilling.com/ to see your statements. Bills are available under the “Current Bill” and “Previous Bills” tabs.
Where can I find my account number to pay my bill?
The account number is the same as your 6-digits customer number (e.g. 212122). This can be found in the top-right corner of your statement.
What is my billing cycle?
Each building is given a different billing cycle. It could be from the beginning to end of each month or otherwise. Please see the “reading date” on your bill to determine your billing cycle.
Can I change my billing cycle?
No. Provident assigns the same billing cycle to your entire building and bills each resident at the same time.
How can I change my mailing address?
Please contact us through phone or email with the updated mailing address.
How do I qualify for low-income consumer programs in Ontario?
The Ontario Energy Board determines who qualifies for its programs to help low-incomes consumers. Provident cannot determine low-income status and we cannot enrol residents in programs. You must contact the Ontario Energy Board to learn more about qualifying for these low-income support programs.
Ontario Electricity Support Program (OESP)
The Ontario Energy Board manages the OESP for eligible residents that live in a multi-residential building and pay for their own electricity. If you qualify, this program gives you a credit every month on your bill from Provident. The credit amount will depend on how many people live in your home and your combined household income.
- www.ontarioelectricitysupport.ca
- Phone: 1-855-831-8151
Low-Income Energy Assistance Program (LEAP)
LEAP is a program that provides emergency financial assistance to help pay overdue electricity bills. In order to access emergency financial assistance and special rules you must go through a social service or government agency.
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.
- www.ontarioenergyboard.ca/billhelp
- 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?
Yes. Please send an email to customerservice@pemi.com. Please include the full name and contact number of the person you with to add along with the service address or customer number.
Customer Portal 1 – Billing
All residents with an active account can access https://providentbilling.com/. This is a convenient online portal that allows residents to view their account, manage and pay bills. Through the portal, residents can:
Customers can view their hourly, daily and monthly consumption through Customer Portal 2 – Usage, https://provident.meterconnex.com/
- 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
Most residents with an active account can access https://provident.meterconnex.com/ to view their hourly, daily and monthly energy consumption. Login details can be found on your bill.
Customers can view their billing through Customer Portal 1 - Billing, https://providentbilling.com/.
- 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?
Customers are responsible for all charges until their account is closed.
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.
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?
If an account remains open, bills will continue to be issued which may lead to service disconnection due to non-payment. This may impact any new residents that have moved into the unit and also result in disconnection charges.
Why am I receiving a bill after my account is closed?
Provident bills 1-2 month behind as bills are prepared using consumption for the previous month/cycle. The last bill will indicate “final bill” at the top. If you notice a credit on your final bill, please contact us by telephone or email with your forwarding address so we can mail you a refund cheque.
How do I confirm my account is closed?
After an online Move Out form is filled out and any additional information is received, the account will be closed. You will receive a bill that indicates “Final Bill” at the top.
I paid a Security Deposit. How do I get it back?
For electricity-only accounts, the deposit can be returned 1 year from the date the payment for your deposit was received. At this time, the deposit can be applied to your account or mailed to you as a refund cheque. Please contact us with a forwarding address to initiate the process.
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.
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 set-up fee is a one-time charge on the account and includes an initial meter read.
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.
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?
This includes the costs of installing, maintaining and reading the sub-meters, as well as costs related to billing, customer service, collections and general administrative services. An administration fee is a part of any and all utility bills, no matter who is billing your building (another provider or local utility). This fee is often hidden among other charges. Even by paying the administration fee, you are still saving money as we offer one of the lowest fees in the industry.
What are the utility rates?
Provident is not a utility provider therefore we do not establish the electricity, water or other rates listed on your invoice. Utility rates fluctuate depending on the time of year. The Ontario Energy Board and the local utility provider set the rates for electricity. (For more information please go to www.oeb.ca/rates-and-your-bill/electricity-rates). In most cases, water rates are set by your municipality and gas rates are set by the local gas supplier. Provident does not retain any charges relating to your utility consumption. Only a portion of your utility bill has a fixed charge, which is retained by Provident. The utility charges on your bill are a recovery of your portion of the bulk utility bill from the utility provider.
Electricity Rates (Time of Use, Market Rates/Global Adjustment/Tiered Rates)
Provident is not a utility provider therefore we do not establish the electricity rates listed on your invoice. The Ontario Energy Board and the local utility provider set the rates for electricity. (For more information please go to www.oeb.ca/rates-and-your-bill/electricity-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.
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-AdjustmentWill I see my rate type (RPP TOU, RPP Tiered, No RPP (Market/Global) on my bill?
If you are on RPP TOU pricing you will see on-peak, off-peak and mid-peak listed under the “Your Electricity Charges” section. If you are on RPP Tiered Rates, it will not say “Tiered Rates”. Instead, if you exceed the threshold, you will see an additional electricity change line with the increased rate. If your building is not an a RPP you will only see the rate being charged
Can Provident change my electricity rate?
No. Provident is your third party billing service. The Property Management Team/Developer/Condominium Board determines the RPP (or lack of RPP) with the Local Distribution Company (e.g. Hydro One). If the rate changes with the LDC it will change on your Provident bill. HW – add visuals
How is my thermal charge calculated?
How is my hot water charge calculated?
Why are you charging so much for utilities?
The rates used for billing utilities are set by the Local Distribution Company/Municipality for the area where your building is located. Those charges are regulated by the provincial government and will change as and when approved.
Why is my bill higher than last month?
This may be caused by several reasons. Did you have any guests or change any habits that may have required more usage? The billing period may be longer than your previous bills. Significant changes in outdoor temperature may require greater use from your heating or cooling equipment causing higher charges from previous or past months.
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.
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?
The meters installed to measure your electricity usage have been tested and sealed by a Measurement Canada accredited meter shop. The billing method used has been authorized by the Ontario Energy Board and is accepted by Measurement Canada. Provident is licensed and regulated by the Ontario Energy Board as a sub-meter service provider and is required to operate within strict guidelines to ensure fair and equitable billing practices are followed.
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.
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?
Your bills may vary because there are many things that contribute to your utility bill. Things such as the time of year, weather, age of the appliances in your home, how you use your utility, how many people you have in your home, how often you are there, and the number of days the billing period covers are all factors that could affect your bill.
Will I be disconnected if I don’t pay my bill on time?
Disconnection policies may change due to social and economic conditions. Contact our Collections team at (416)736-0630 ext. 4 or toll free 1-866-840-2720 ext. 4.
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.
You may be subject to a Late Penalty. The late payment is 1.5% on the outstanding balance.
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.
Payments
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
- Cheque
- Include 6-digit Customer Number in Memo field
- Send to: 20 Floral Parkway
Concord, ON, L4K 4R1
Canada
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?
Yes. To pay with a credit card you can call Paymentus by phone at 1(855)288-5237 or visit them online at https://ipn.paymentus.com/rotp/PEMI. Credit card payments are subject to a 1.75% Paymentus Service Fee. Payment methods such as online banking, branch payments and payments through telephone banking or cheque are not subject to a Service Fee. Provident does not preauthorize credit cards at this time.
Can I preauthorize my credit card?
No. At this time, preauthorized payments can only be set up using a chequing account.
Can I preauthorize my chequing account?
Yes. A pre-authorized payment enrollment form can be found on our website.
Can I change the account my preauthorized payments are coming from?
Yes. To change the account, use the preauthorized payment plan form that can be found on our website.
I am moving to another building/unit where Provident is the sub-metering provider. Am I required to resend pre-authorized payment information?
Yes. The pre-authorized forms received previously were specific to the address/unit where you were residing. We will require an updated pre-authorized payment form indicating the new service address.
What is my account number for online banking?
Your account number is your 6-digit customer number (e.g. 212212). This can be found in the top right-hand corner of your monthly statement.
What is the Payee Name for online banking?
The Payee Name is Provident Energy Management Inc.
Why is my payment not showing on my bill?
There are a couple of reasons a payment will not reflect on your 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.
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?
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.
There is a disruption in services. Who should I call?
Residents who have been disconnected for non-payment need to contact us to confirm payment and arrange to have services reconnected. Service will be connected within two business days of receiving payment. It is the Resident’s responsibility to notify our office when payment has been made by calling (416)736-0630 ext. 4 or toll free 1-866-840-2720 ext. 4. Remember to have your payment confirmation number available.
If the disruption is not due to a payment concern, please contact your Property Manager or the Local Distribution Company to investigate.
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?
This call is usually a reminder to pay an outstanding balance on the account. Please visit https://providentbilling.com/ to check your balance and make any payments. Payments take 2-3 business days to be received. If you have sent payment already, you may disregard the call. Our Collections Department can be reached at 416-736-0630 ext. 4 or toll free 1-866-840-2720 ext. 4 between 9am – 5pm EST, Monday to Friday.
Metering
What is bulk metering?
Bulk metering means the local distribution company (LDC) supplies electricity, water and/or natural gas to the facility, consumption is measured by one meter and the facility receives one bill. The total utility cost is then allocated based on a unit square footage basis. Actual individual unit consumption is not taken into account.
What is sub-metering?
Provident provides you with a sub-metering service. Alternatively to bulk metering, sub-metering involves measuring each unit’s energy usage and billing each Resident accordingly. The facility still receives one bill from the LDC, reflecting the total usage for the building. This puts the customer is in charge of their own consumption and ultimately how much you pay each month.
How does sub-metering work?
Electricity sub-meters are installed in the main electrical rooms, typically located on every other floor.
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.
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.