Low-Income Customer Service Rules

The Ontario Energy Board has created new customer service rules for electricity utilities to follow when dealing with consumers who have limited financial resources. If you qualify as a low-income energy consumer, you automatically qualify for these customer service rules.

The new rules address the following areas:

  • waiving and refunding security deposits
  • extended periods to pay under-billing adjustments
  • equal payment plan options
  • fair notice and process for customers facing disconnection
  • flexible arrears payment agreements

Who is eligible?

A residential electricity customer who has a pre-tax household income at or below the most recent pre-tax low income cut-off, according to Statistics Canada, plus 15% taking into account family size and community size, as qualified by a Social Service Agency.

Confirmation of eligibility is required for the above new rules to be applied. The attached form needs to be completed by one of the following social agencies:

• St Thomas-Elgin Ontario Works Dept. 519 631-9350

• Ontario Disability Support Program 519 438-5111


Please return the completed form to St Thomas Energy Inc. for processing.