Possible Canada Post Disruption of Service

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During this challenging time surrounding COVID-19, we are taking proactive steps to help to ensure the health and well-being of our people, while continuing to service our customers.

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COVID-19 Energy Assistance Program (CEAP) - If you’re having difficulty paying your bill due to COVID-19, you may be eligible to receive a one-time credit.

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Frequently asked questions

Moving in & moving out

Termination of Service
Please contact Provident Energy at least 30 days in advance of your closing or move out date to get more information on what is required to close your account. Please make sure all requirements are met in order to avoid being held responsible for any additional utility charges.
New Service
Please contact Provident Energy at least 30 days in advance of your closing or move in date to get more information on what is required to open your account. Please make sure all requirements are met in order to ensure accurate billing.
How can I request my security deposit (if applicable) back?
After the relevant time-period, please email your deposit request to us at customerservice@pemi.com. Please be sure to include a forwarding address. Alternatively, you may call us at 416-736-0630 extension 2.

2. Understanding your bill

RATES AND WHATS NEW

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. Once the rates currently being charged to your condominium corporation changes to TOU rates, Provident will be passing down these rates to all residents.

Time-of-Use rates vary according to the time of day, which reflects demand. They are cheapest when demand is lowest and as the demand for electricity rises, the price increases.

We will provide more information on the time and rates, when the changes impacts your billing.

The bill I recently received has numerous changes, what do these changes mean to me?
Please refer to the bill insert that accompanied your bill. The bill insert is customized to the changes that impact you. For more information on the rate changes, please refer to the link below.
https://www.oeb.ca/rates-and-your-bill/electricity-rates/managing-costs-time-use-rates
To address specific questions on your Provident bill, please email our Customer Service team at customerservice@pemi.com or reach us by telephone at 416-736-0630 ext., 2.
What are Time of Use (TOU) rates? Do they fluctuate?
Time-of-use is a rate structure in which rates vary depending on the time of day, the season, and day type. For example, on the weekend or weekday or holiday.

Time-of-Use rates vary according to the time of day, which reflects demand. They are cheapest when demand is lowest: during the evenings, on weekends and on holidays.

As daytime begins, more people turn on their lights and appliances, and businesses ramp up their operations for the workday. These are high demand times for electricity.

Time-of-Use rates follow a similar pattern: as the demand for electricity rises, the price increases, and as the demand for electricity falls, the price decreases.

There are three price periods for Time of Use:

Winter - (November 1 – April 30)

1) Off-peak: demand for electricity is lowest at this time
Weekdays between the hours of 7pm – 7 am and on weekends and statutory holidays

2) Mid-peak: demand for electricity is moderate
Weekdays between 11am - 5pm

3) On-peak: demand is highest at this point
Weekdays from 7 am – 11 am and from 5pm – 7pm

Summer - (May 1 – October 31)

1) Off-peak: demand for electricity is lowest at this time
Weekdays between the hours of 7pm – 7 am and on weekends and statutory holidays

2) Mid-peak: demand for electricity is moderate
Weekdays between 5pm - 7pm and 7am-11am

3) On-peak: demand is highest at this point
Weekdays from 11 am – 5 pm
What are the current TOU rates?
Please refer to the link below for more information on Time of Use (TOU) rates.
https://www.oeb.ca/rates-and-your-bill/electricity-rates
What are the Regulated Price Plan (RPP) Tiered rates?
Under tiered rates, a customer can use a certain amount of energy each month at a lower rate. Once that limit is exceeded, the rate goes up.

RPP options are currently either Tiered or Time-of-Use (TOU), however the Tiered option is being completely phased out by mid 2020. The switch from Tiered to TOU is not optional nor is it reversible.

Please follow the link below to get more information on RPP tiered rates:
https://www.oeb.ca/rates-and-your-bill/electricity-rates#tiered
What does Global Adjustment mean and how does this affect me?
Global Adjustment is established monthly and takes into the consideration, the following:

I. the differences between the Hourly Ontario Energy Price (HOEP), also known as the wholesale market price for electricity

II. the costs of delivering conservation programs

III. regulated rates for Ontario Power Generations’ nuclear and hydroelectric generating stations

IV. payments for building or refurbishing infrastructure and contracted rates paid to generators across Ontario

Please click on the link below for more information on Global Adjustment.
http://www.ieso.ca/en/Learn/Electricity-Pricing/What-is-Global-Adjustment
Why are there now two delivery charges on my bill?
The first delivery charge ties into the electricity charge on your bill and the second delivery charge is linked to the other utilities on your bill (if applicable).

You will see two (2) delivery charges if your bill includes more than one utility charge. For example, if you are billed for electricity only, you will only see one delivery charge, however, if your bill includes, electricity, heating/cooling or hot/cold water, you will see a second delivery charge which is displayed as “delivery charges (other utilities).”
What is the “Reading Type” category on my bill?
This denotes Actual Meter Reads (A) or Estimated Meter Reads (E)
The OREC rebate for 8% is missing from my bill; does it mean I no longer receive this rebate?
The amount of the rebate is increasing from 8% to 31.8%. The rebate, formerly known as the 8% Provincial Rebate (OREC), is being renamed the “Ontario Electricity Rebate” (OER). As a result, the rebate now shows on your bill as “Ontario Electricity Rebate”



FEES AND OTHER CHARGES

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.
What is the delivery charge on my bill?
These are the costs of delivering electricity from generating stations across the Province to your Distributor, then to your home, or business. This includes the cost to build and maintain the transmission and distribution lines, towers, poles and operate provincial and local electricity systems.

A portion of these charges are fixed and do not change from month to month. The rest are variable and increase or decrease based on the amount of electricity you use. The delivery charge also includes costs relating to electricity lost through distributing electricity to your home or business. Your Distributor collects this money and pays this amount directly to our suppliers. When electricity is delivered over a power line, it is normal for a small amount of power to be consumed or lost as heat (Loss Adjustment/Electricity Multiplier). Equipment, such as wires and transformers, consumes power before it gets to your home or business.

Provident as the billing agent for your Landlord/Developer or Condominium Corporation charges an administration fee onto each bill and may collect HST Recovery on all of the electricity charges (other than the Provident Administration Fee on which the HST is charged separately). These fees are included in the Delivery charge portion of your electricity bill.

By having Provident Energy Management as your Utility Billing provider you benefit from a single administration fee for all utilities (Electrical, Thermal, and Hot water, Cold Water or Gas as applicable). Communities that are not Provident’s client may have multiple providers and therefore pay more than one administration fee.
What is the electricity charge on my bill?
This is the cost of electricity supplied to you during a specific billing period and is the part of the bill that is subject to competition.
There is a regulatory charge on my bill, what is this?
Regulatory charges are the costs of administering the wholesale electricity system and maintaining the reliability of the provincial grid and include the costs associated with funding the Ministry of Energy, Conservation and Renewable Energy programs.
How do you arrive at the HST charge on my bill?
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 on my bill?
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. The Local Distribution Company sets the Loss Adjustment Factor. Refer to the Delivery charge for more information.
What is the debt retirement charge?
The Debt Retirement Charge pays down the debt of the former Ontario Hydro.
Why am I being asked to pay a security deposit?
Collecting a security deposit helps protect Provident from non-payment and encourages customers to keep accounts in good standing. Security deposits can be returned, upon request, after maintaining a Good Payment History for the relevant time-period, or when the account is closed.
There is a meter fee charge on my bill, what is this fee for?
A meter fee is a monthly charge to install, maintain and read one (or a combination of) electric, thermal, hot water or gas meter(s).
What does the geothermal charge on my bill mean? (If applicable)
This is the cost associated with running the system in your building that is used to deliver heating and cooling.
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.
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?
Is Provident billing you for multiple utilities?

Provident can bill for multiple services on one bill. This can include a combination of electricity, thermal heating and cooling, hot water or gas services.

Is it Summer?

A/C or thermal cooling charges can increase a customer’s bill. To see a reduction, try to operate the thermostat at the highest setting that is comfortable for you and closing curtains to retain the reduced temperature

Is it Winter?

Heating charges can increase a customer’s bill. Try the following tips:
• Turn down the thermostat to 16C when leaving your suite for an extended period of time
• Try to avoid turning the thermostat up and down frequently – choose an appropriate temperature and leave the thermostat there
• Open curtains to bring in sunshine during the day and close curtains at night o ensure that heat is not being lost
• Try to refrain from using space heaters

Payment and 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 by fax to the following number (416)736-4923. Alternatively, the form may be emailed to us at customerservice@pemi.com or sent by mail to:

Provident Energy Management Inc.,
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.
I am currently on pre-authorized payments and I want to update my bank account information. How do I make that change?
To update the bank account information on your account, please complete the Provident pre-authorized payment form, and attach a void cheque, or direct deposit form, showing the new bank account details. Once we receive the information, we will update your account. The pre-authorized payment form and the void cheque/direct deposit form may be sent to us in the following ways:

1) by email to customerservice@pemi.com

2) by fax to 416-736-4923

3) by mail to: Provident Energy Management Inc., 20 Floral Parkway, Concord, ON L4K 4R1
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.
What if I change financial institutions, close an 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. You may reach us by telephone at 416-736-0630 ext., 2 between the hours of 9:00 am – 5:00 pm, Monday to Friday.
I sent you a payment, so why did your company also withdraw the money from my bank account?
With all of the documents 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?
Payments usually take a few business days to post to your Provident account (depending on the method used). 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. For any payment inquiries, please check your online account. If you have any questions, please email our Customer Service team at customerservice@pemi.com or call (416)736-0630 extension 2.
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. If the due date falls on a Sunday or holiday, then the due date will fall on the next business day. The net 16 day payment period is in our contract with the condominium corporation to ensure timely remittance to the corporation.
Why did I receive two invoices in the same month?
This is a rare occurrence, however, if it happens, it is because there was a delay in the posting of the prior bill, which resulted in the two bills being printed close together. That said, you will still have the standard time to pay each bill, which in essence means that you won’t have to pay both bills in the same month. To verify there is no overlap, please check the consumption period. First, check the “reading date” on each invoice as well as the number of days billed.



E-BILLING

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.
I am trying to register for an online account and I get an error message that says “the last name supplied does not match the one registered for the account.” What should I do?
If there are multiple account holders, we recommend you try the last names of each person listed on the account. If this does not work, please contact us at 416-736-0630 ext., 2 and we will assist you.
I am trying to register my account online and I get an error message that says “the email address supplied is already in use.” What should I do?
If you previously held a Provident account and had registered for our online services, this could be the reason you are receiving this error, as your email is currently tied to said account. If you have the previous account number, you may log in and add your new account number, which links the two accounts. Alternatively, you may contact us and we can get your new account set up. We can be reached at 416-736-0630 ext., 2.

4. Account Changes/ Updates

How do I update my contact information (e.g. mailing address, phone, email)?
Please contact our Customer Service team at customerservice@pemi.com or call 416-736-0630 ext., 2 with the updated address/contact information. If you are moving or have an incoming tenant, please notify us of this as well, as there may be other instruction needed.
I want my spouse/friend to have access to make changes on my account. What should I do?
Please send a written request to Provident’s Customer Service team by email at customerservice@pemi.com. In your email, be sure to provide your account number, full name on the account, or account number, and the name and telephone number of the person you wish to authorize on the account. Once we receive the request, we will update your account and send you a confirmation of the changes.

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.
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.
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 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.

Other

I received an automated call, what is it about?
The automated call is a reminder to pay the amount owing on your account. If you have not yet remitted payment for the bill amount, please do so. If you have sent payment, you may disregard the call. As a reminder, payments may take about 2-3 business days to post to your account.