Disconnection & Reconnection

Rules Regarding Disconnects and Reconnects

A. E.L.K. Energy must provide the necessary minimum notice:

E.L.K. Energy makes every effort to contact the customer by phone at least 48 hours before the date of disconnection.
E.L.K. Energy has an obligation to offer an Arrears Management Program (AMP).
E.L.K. Energy is required to reconnect within 2 business days of receiving a payment or of the consumer entering an AMP.

B. A low-income customer may be eligible for the following special rules:

The right to request equalized/budget billing without paying by automatic withdraw.
E.L.K. Energy must suspend a disconnection process for 21 days once it has been advised by an agency that a customer may be eligible for emergency financial assistance.
A customer that has agreed to an AMP that allows more time to pay outstanding balances to the utility.

C. Help is available for low-income consumers through programs including:

Ontario Electricity Support Program (OESP), which may be found at www.ontarioelectricitysupport.ca or by phoning 1-855-831-8151.
Low-Income Energy Assistance Program (LEAP), which provides emergency financial assistance to help pay overdue electricity bills. E.L.K. Energy customers may contact their local unemployment center to see if they qualify for assistance through the keep the heat program.
Customers can learn more about these programs on the Ontario Energy Board website.

D. E.L.K. Energy Customer Service Representatives are available to assist customers or inquire about any programs that are available. Please call 519-776-5291 or 1-877-355-7798 weekdays between 9:00am and 4:00pm, not including holidays.

E. You may also reach us by email at customer.service@elkenergy.com

F. For detailed customer service rules for electricity, please visit Ontario Energy Board Customer Service Rules for Electricity.

G. Customers may contact the OEB at 1-877-632-2727 or visit their website.