Information Regarding COVID-19

TEMPORARY OFFICE CLOSURE – Effective Tuesday, March 17, 2020

InnPower has been closely monitoring the Coronavirus (COVID-19) outbreak and recommendations made by health officials. Our first priority is the continued safety of our employees and customers. Public health officials continue to advise that social distancing is the most effective strategy to prevent the spread of COVID-19. As such, InnPower offices will be closed to the public, including customer walk-ins, until further notice.

InnPower would like to assure customers that during this difficult time, we will work diligently to continue providing the same level of service as always. We appreciate your support, cooperation, and understanding of this decision.

Regular updates will be provided on our website and social media. If you wish to speak to a customer service representative, we would be more than happy to assist over the phone or email.

Contact Us:

Phone: (705) 431-4321


Social Media: Facebook, Twitter, Instagram

Website Contact Form:

Time-of-Use (TOU) Rate Periods

The Government of Ontario is providing temporary 45-day emergency relief to support Ontarians impacted by the global COVID-19 outbreak. As of Tuesday, March 24, 2020, households, farms and small businesses who pay time-of-use electricity rates will be charged off-peak rates 24 hours a day, seven days a week.

*Please note that customers currently receiving bills, are receiving bills for February usage, therefore the TOU Rates will be priced normally. The next bill that customers can expect in April will be for March usage. This will show usage between March 1st - March 23rd with regular TOU Pricing, and usage between March 24th - March 31st at off-peak pricing.

Financial Assistance

If you are concerned about paying your bill, are experiencing hardship, and/or have been impacted by the pandemic, we want to help. Please see the attached brochure explaining various financial assistance programs that are available to customers. If you have any questions, please do not hesitate to contact our Customer Service team via phone or email.

We understand that this is a difficult time for everyone and we want our customers to know that we are here to provide support. InnPower will be extending the Winter Disconnection Ban until July 31st, 2020. Low volume, small-business customers will also be protected by the ban. This will provide our customers an extension of time to pay their bills without the fear of being disconnected. InnPower will also be offering increased payment and arrears management flexibility to customers that are experiencing hardship due to COVID-19.

Bill Payments

If you wish to make a payment on your account at this time, please see the available payment options listed below.

  • ·Telephone and Online Banking - Through Your Financial Institution
  • ·Mail – Cheque
  • ·Credit Card Payment - via Third Party Company ‘Paymentus’ online or by phone 1-866-837-0181
  • ·Cash Payments – Leave in Dropbox in an Envelope with Name, Service Address and Account #
  • ·Dropbox – Our Office Dropbox Remains Open and Will be Checked Multiple Times Per Day

Important FLUSHING Reminder

With the recent Coronavirus COVID-19 outbreak and toilet paper shortage, we would like to remind customers that only toilet paper should be flushed. Flushing inappropriate household items can clog homeowner/municipal sewer pipes, cause overflow, health concerns, environmental issues, property damage, and thousands of dollars in repairs to both the homeowner and municipality!

For property owners, blocked pipes can lead to toilet/sink overflows and costly repairs. For municipalities, blocked pipes increase costs due to unscheduled maintenance and may result in increased water rates for all of us.

Avoid flushing:

  • ·Any Wipes (even "flushable" ones), diapers,
  • ·Hygiene Products (Floss, Tampons, Condoms, etc.)
  • ·Cat Litter
  • ·Fats, Oils, Grease
  • ·Tissues
  • ·Paper Towel
  • ·Medications

Frequently Asked Questions

What is being done to support households and businesses with increased electricity usage during this COVID-19 outbreak?

For electricity consumed starting at 12:00 a.m. EST on Tuesday, March 24, 2020, households, farms and small businesses paying TOU electricity rates will be charged the lowest price, known as the off-peak electricity rate, 24 hours a day, 7 days a week.

How is this being implemented? Do ratepayers need to take any action in order to receive the off-peak pricing?

No action is required by electricity consumers: this change will be applied automatically for everyone paying time-of-use rates, for electricity consumed starting at 12:00 a.m. EST on March 24, 2020.

Depending on billing cycles, some ratepayers will see these changes on their next electricity bill.

In cases where a ratepayer’s billing cycle ends before their local distribution company implements this change, they will receive the reduced rate as a credit on a future bill.

How will this appear on bills?

Ratepayers will automatically see the lower rate reflected on electricity bills in the next billing cycle. The off-peak rate will be shown as the rate for all three TOU periods.

How long will this be in place?

It is the government’s intention that off-peak pricing for TOU customers will be in effect for 45 days, effective Tuesday, March 24th, 2020; lasting until Thursday, May 7th, 2020.

How much will RPP customers save with this change?

The estimated impact on the average monthly residential bill is $16.13, or $24.20 over the 45-day period, but will depend on a customer’s total consumption and consumption behaviours.

The estimated impact on the average monthly small business bill, for RPP customers with a monthly consumption of 10,000 kWh could see a reduction of $308 on a monthly bill or $462 over the 45-day period.

Will tiered rate customers also be receiving the lower rate?

To quickly implement the pricing change so that it applies during the emergency response period, all

TOU customers (including residential, farms and small businesses) would receive the pricing change. These are the customers that see the greatest increase in cost due to being home during the day.

Most Regulated Price Plan (RPP) consumers pay TOU prices, the rest of RPP customers pay tiered prices. There are approximately 5 million residential consumers, farms and some small businesses billed TOU electricity prices under the RPP.

This pricing change would not apply to RPP customers who pay tiered rates. It would also not apply to consumers who have opted out of RPP to sign a contract with an electricity retailer.

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