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:

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.