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| Note : The Documents are viewed by Adobe® Acrobat Reader. The software can be downloaded free of charge by clicking on the icon to the right. |
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| Note : The Documents are viewed by Adobe® Acrobat Reader. The software can be downloaded free of charge by clicking on the icon to the right. |
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Electricity Retailers
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The power of high-pressure sales
CBC Marketplace recently broadcast an informative program on Electricity Retailers in Canada. Please click the link on left to be directed to the CBC website for viewing. |
Exciting new Conservation Programs are here!
Click here for more information.
Frequently Asked Questions
| Note : The Documents are viewed by Adobe® Acrobat Reader. The software can be downloaded free of charge by clicking on the icon to the right. |
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| Note : The Documents are viewed by Adobe® Acrobat Reader. The software can be downloaded free of charge by clicking on the icon to the right. |
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Privacy Policy
At Lakeland Power, we respect our customer's rights to personal privacy. It has always been our priority to safeguard any information provided by our customers, and we are committed to full compliance with the Privacy Laws that relate to our business.
We collect personal information, primarily from our customers and from other sources, to:
- Set up and administer your account;
- Bill and collect for amounts owing;
- Verify credit worthiness;
- Respond to your inquiries about energy use and billing;
- Inform you about the electricity market and rates;
- Provide you with support services such as safety information and timely notification of planned outages;
- Meet legal and regulatory requirements.
- You may also decide to provide us with an alternate contact name and number to help serve you better.
We do not sell your personal information. In order to measure our performance and develop service improvements for you, we may conduct surveys. To do so we may disclose your information to third parties, who are bound by confidentiality contracts to use the information for the sole purpose of the survey. If you do not want your information used in this way please contact us and we will withhold it.
It is important that your information is accurate. You have the right to your information, and the opportunity to correct anything that is not accurate. Please contact our Privacy Officer if you require further information.
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Deposit Policy
The Ontario Energy Board issued on August 3, 2004, amendments to the Distribution System Code to standardize consumer security deposit policies of all electricity distribution companies. All licensed electricity distributors in the province must comply with the provisions of the Code as a condition of license.
All new residential and general service customers will be required to pay a security deposit unless the customer has a good payment history with Lakeland Power of:
- 1 year in the case of a residential customer;
- 5 years in the case of a non-residential customer in a <50 kW demand rate class;
- 7 years in the case of a non-residential customer in any other rate class;
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– or –
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- the customer can provide a letter of reference confirming good payment history from another distributor or gas distributor in Canada;
- and the customer registers for the Pre-Authorized Payment Plan.
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Cash, cheque and Pre-Authorized Payment are acceptable forms of payment for a security deposit and payment arrangements are available. The maximum amount of security deposit that a customer is required to pay is calculated using 2.5 times the estimated bill based on the service premises average monthly load in the most recent 12 consecutive months.
A customer is deemed to have a good payment history, unless the customer's account has record of any of the following incidences:
- more than one disconnection notice from Lakeland Power;
- more than one cheque given to Lakeland Power by the customer has been returned for insufficient funds;
- more than one pre-authorized payment to Lakeland Power has been returned for insufficient funds;
- a disconnection/collection trip has occurred.
Lakeland Power reserves the right to collect a security deposit from existing customers if any of the above conditions occur and the customer is deemed to have developed a poor payment history.
Lakeland Power shall review every customer’s security deposit at least once every calendar year to determine whether the amount of the security deposit is to be returned to the customer or adjusted based on a re-calculation of the maximum amount of the security deposit.
Note : Security deposits may be adjusted upward and customers will be required to pay this additional amount at the same time the customer’s next regular bill comes due.
Deposit interest shall accrue monthly on security deposits made by cash or cheque commencing on the receipt of the total deposit. The interest shall be at the Prime Business Rate as published on the Bank of Canada website less 2 percent, updated quarterly. The interest accrued shall be paid at least once every 12 months, on return of deposit, or closure of the account, whichever comes first, and will be credited to the account to offset other amounts owing by the customer to Lakeland Power. Credit balances shall be returned to the customer within six weeks of closure of the account.
Failure to pay the security deposit as required will result in the immediate implementation of Lakeland Power’s collection policy process which may lead to the discontinuation of electrical service. |
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Implied Contracts
Lakeland Power has an implied contract with every customer connected to our distribution system. Anyone who uses or takes electricity that we deliver is responsible to pay for it. The terms of the implied contract are outlined in our Conditions of Service, our Distribution License, our Rate Schedules, the Ontario Energy Board Distribution Rate Handbook, the Retail Settlement Code, the Standard Supply Service Code and the Distribution System Code, which are amended from time to time. Lakeland Power prefers to have a signed application from every customer to ensure that the setup and administration of your billing account is correct and so that we may effectively manage the delivery of electricity services to you.
Any implied contracts for the supply of electricity will be binding upon heirs, administrators, executors, successors and assigns of the person(s) who took or used electricity supplied by Lakeland Power. |
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Payment Options
Pre-Authorized Payment is the easiest method of payment available. You will still continue to receive your monthly Lakeland Power bill. The total amount due is withdrawn automatically from your bank account on the due date shown. To enroll, please mail or deliver a completed enrolment/authorization form and a void cheque to our office listed below. Enrolment/authorization forms are available on this website in the Residential or General Service Customer Information segments.
Most Financial Institutions offer telephone or internet banking and payments can be made via either of these methods as well. Please note that your account number is a total of 8 digits and all 8 digits must be recorded to properly credit the correct account with payment. Lakeland Power assumes no liability for the electronic transfer of funds to incorrect account numbers. Also please note that if you move within Lakeland Power’s service territory, your account number will change and you will have to register your new account number with your Financial Institution for telephone or internet banking.
VISA and Mastercard payments are now accepted by Lakeland Power. Paymentus Corporation, a third party electronic bill payment service provider, will process all of our credit card payments. This new payment option is available to you 24 hours a day, 7 days a week. Customers who use this payment option will be charged a processing fee of $5.95 for each payment made up to a maximum of $250. If your payment exceeds this $250 maximum, you will have to process more than one payment. Each payment will incur a $5.95 processing fee.
To make a credit card payment, you have 2 options:
- To pay online, click
- To pay using the automated telephone system, call the toll free number at 1-866-417-2810
You may also pay your Lakeland Power bill by cash, cheque or money order. Use our convenient drop box at, or mail payment with the remittance stub to: Lakeland Power, 200 - 395 Centre St N, Huntsville, Ontario, P1H 2M2. A drop box is also located at our office at 196 Taylor Road in Bracebridge, Ontario.
We strongly recommend that you do not put cash into any of our drop boxes.
Payment can also be made in person at most Financial Institutions again with presentment of the remittance stub at the time of payment.
Note : Payments mailed or paid at a Financial Institution may take several days to reach us. To avoid late payment charges, please ensure that we receive your payment before the due date.
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Late Payment Charges/Overdue Interest
Lakeland Power requires that you have 21 days from the billing date on your statement to get your payment to us, although bills are due upon receipt. The Ontario Energy Board has approved a 1.5% monthly interest charge (19.56% annually) to be applied to accounts not paid in full by the due date |
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Disconnection and Reconnection
Lakeland Power may disconnect or restrict the amount of electricity you consume if you default on any of your obligations under our Conditions of Service, including non-payment of your electricity bill. We may also disconnect or restrict the amount of electricity you consume if we have reason to believe that our equipment has been tampered with at your service address or if we believe that there is any threat to personal safety or to the reliability of any part of the distribution system. Lakeland Power will also disconnect the electricity by order of the Electrical Safety Authority. Reconnection or restoration of the electrical service will occur only after the reason for disconnection or restriction is remedied. There are fees associated with disconnection and reconnection services, which are listed under Miscellaneous Charges in our Rate Schedule.
Lakeland Power will not be responsible for any damage or inconvenience which may be caused by the disconnection or restriction or reconnection of the electrical service. |
Power Interruptions
Lakeland Power’s service territory is among the most heavily forested areas in the province, and with reliance on supply from Hydro One Networks, sometimes events beyond our control may cause power interruptions or voltage irregularities. Lakeland Power cannot guarantee a continuous or constant supply of power and will not be liable for any damages caused by a power outage or surge. Planned interruptions to your electricity service do occur, and while we do our best to provide you with advance notice, sometimes we may be unable to do so; and in such situations, the interruptions have to proceed as planned. Lakeland Power will not be liable for any damages or inconvenience caused during such planned outages. |
Closing Your Account
If moving, it is the customer’s responsibility to notify Lakeland Power and make the necessary arrangements for termination of service and provide forwarding address information. If you are moving within Lakeland Power’s service territory you must submit an application for the new service address as well. Lakeland Power requires at least 2 days notice to allow us time to read your meter and issue your final bill. |
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Transformer Bulletin: Obstruction Free Zone
During routine maintenance, our staff has noted several locations where customers have planted various combinations of trees, shrubs and plants around pad-mounted transformers. Please note that there is an obstruction free zone, as indicated in the detail below, around pad-mounted transformers that must be maintained for public and worker safety. If you have any questions regarding this bulletin, please contact our Engineering and Operations Department at (705) 645-2670.
Note:
- For all instances, including townhouse complexes, a 3.0 m clearance shall be maintained from trees, hydrants and above grade utility structures.
- Any and all objects within the obstruction free area are subject to removal without any prior notice should operational or emergency conditions exist.
- The distributor shall not be held responsible for any costs associated with the removal or resulting damage to any objects within the obstruction free area. (The developer/owner assumes all responsibility for encroaching within the obstruction free area.)
Printable Version of "Transformer Bulletin" |
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Residential Customers – Rates and Pricing
Effective June 1, 2011, Lakeland Power’s residential customers switch to the Regulated Price Plan (RPP) Time-of-Use (TOU) pricing. For these customers, electricity consumed will be priced at On-peak, Mid-peak and Off-peak rates depending on when electricity was consumed. These rates are set by the Ontario Energy Board (OEB). For further details, please check the OEB website press release. Every six months rates may change based on an updated OEB forecast and any difference between the amount consumers paid for electricity and the amount paid to generators.
On your bill, Electricity charges are shown separately from Delivery, Regulatory (industry-related), Debt Retirement and Other Miscellaneous charges. Volumetric charges ($/kWh) are calculated on metered usage (shown as usage on your bill) or on adjusted usage (metered usage multiplied by the OEB approved adjustment factor, currently 1.0585%). For further details, please see the section “Explanation of Electricity Terms on Your Bill” posted on this website.
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Electricity Charges Effective November 1st 2011 - April 30th 2012
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| Off-peak : 7pm - 7am |
$0.062/ kWh [2] |
| Mid-peak : 11am - 5pm |
$0.092 / kWh [2] |
| On-peak : 7am - 11am / 5pm - 7pm |
$0.108 / kWh [2] |
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| Delivery Charges |
| Customer Charge |
$17.91 / mth |
| Distribution |
$0.0090 / kWh [1] |
| Transmission Network |
$0.0050 / kWh [2] |
| Transmission Connection |
$0.0039 / kWh [2] |
| Global Adjust for Non-RPP |
$0.0096 / kWh [4] |
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| Regulatory Charges |
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| SSS Administration |
$0.25 / connection / mth [3] |
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Wholesale Market Services
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$0.0065 / kWh [2]
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| Debt Retirement Charge [one of the following] |
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| All other Lakeland Power |
$0.0070 kWh [1] |
| Old Town Proper Bracebridge |
$0.0046 kWh [1] |
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| [1] calculated on metered usage |
| [2] calculated on adjusted usage |
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[3] if you have enrolled with a retailer, the $0.25 Standard Supply Service (SSS) Administration charge is deducted from the Regulatory Charges on your bill
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| [4] charged only if account is retailer enrolled |
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Application Forms
The links below provide access to acquire and print the forms. These forms are revised and updated from time to time and the most recent versions are posted on this site.
Application forms must be completed and submitted by mail or in person to the address below:
Lakeland Power Distribution Ltd.
200 - 395 Centre St N
Huntsville, ON, P1H 2M2
Note: If you are not able to view or print the application forms from this website, you can pick them up at our office located at the address specified above.
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| Note : The Documents are viewed by Adobe® Acrobat Reader. The software can be downloaded free of charge by clicking on the icon to the right. |
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Explanation of Electricity Terms on Your Bill
Electricity : This is the cost of the electricity supplied to you during the billing period and is the part of the bill that is subject to competition. The electricity consumed is multiplied by the adjustment factor.
Adjustment (Loss) Factor : 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, consumes power before it gets to your home or business. The adjustment factor accounts for these losses.
Delivery : These are the costs of delivering electricity from generating stations across the Province to Lakeland Power then to your home or business. This includes the cost to build and maintain the transmission and distribution lines, towers and 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 depending on the amount of electricity that you use. These charges are made up of the following:
- Customer Charge : A fixed monthly charge to recover costs such as meter reading, billing and account maintenance.
- Distribution Charge : A variable charge, based on your usage, to recover the cost to deliver electricity through Lakeland Power’s distribution network.
- Transmission Network : A variable charge, based on your usage, to recover the costs of transporting electricity from the generators to Lakeland Power across the high-voltage transmission grid.
- Transmission Connection : A variable charge, based on your usage, to recover the cost to connect Lakeland Power’s distribution network to the transmission grid.
Regulatory Charges : Regulatory charges are the costs of administering the wholesale electricity system and maintaining the reliability of the provincial grid. These charges are made up of the following:
- SSS Administration Charge : A fixed monthly charge to recover administrative costs of providing Standard Supply Service.
- Wholesale Market Service Charge : A variable charge, based on your usage, to recover the costs charged by the IESO to operate the Provincial electrical system and Rural Rate Protection.
Debt Retirement Charge : The debt retirement charge pays down the debt of the former Ontario Hydro.
Global Adjustment: This charge\credit is applicable only to Non-RPP consumers and consumers who have signed with a Retailer. The price of generation in Ontario is set by a competitive market. Certain generators receive payments through regulation or contract that differ from the market price. Your portion of the net adjustment arising from these different payments is included on your bill (if applicable).
P.A.P. : Pre-Authorized Payment.
Standard Supply Service : Where consumers have not chosen to sign a contract with a licensed retailer, Lakeland Power, as required by the OEB, will provide the electricity.
For more information please visit the Ontario Energy Board at www.oeb.gov.on.ca |
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Application Forms
The links below provide access to acquire and print the forms. These forms are revised and updated from time to time and the most recent versions are posted on this site.
Application forms must be completed and submitted by mail or in person to the address below:
Lakeland Power Distribution Ltd.
200 - 395 Centre St N
Huntsville, ON, P1H 2M2
Note: If you are not able to view or print the application forms from this website, you can pick them up at our office located at the address specified above.
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| Note : The Documents are viewed by Adobe® Acrobat Reader. The software can be downloaded free of charge by clicking on the icon to the right. |
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General Service < 50 kW Customers – Rates and Pricing
Effective June 1, 2011, Lakeland Power’s General Service < 50kW customers switch to Time-of-use pricing. For these customers, electricity consumed will be priced at On-peak, Mid-peak and Off-peak rates depending on when electricity was consumed. These prices are part of the Ontario Energy Board's (OEB) Time-of-use pricing. For further details, please check the OEB website press release. Every six months prices may change based on an updated OEB forecast and any difference between the amount consumers paid for electricity and the amount paid to generators.
On your bill, Electricity charges are shown separately from Delivery, Regulatory (industry-related), Debt Retirement and Other Miscellaneous charges. Volumetric charges ($/kWh) are calculated on metered usage (shown as usage on your bill) or on adjusted usage (metered usage multiplied by the adjustment factor). For further details, please see the section “Explanation of Electricity Terms on Your Bill” posted on this website.
Electricity Charges Effective November 1st 2011 - April 30th 2012
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| Off-peak : 7pm - 7am |
$0.062 / kWh [2] |
| Mid-peak : 11am - 5pm |
$0.092 / kWh [2] |
| On-peak : 7am - 11am / 5pm - 7pm |
$0.108 / kWh [2] |
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| Delivery Charges |
| Customer Charge |
$39.21 / mth |
| Distribution |
$0.0034 / kWh [1] |
| Transmission Network |
$0.0046 / kWh [2] |
| Transmission Connection |
$0.0036 / kWh [2] |
| Global Adjustment for Non-RPP |
$0.0096 / kWh [4] |
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| Regulatory Charges |
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| SSS Administration |
$0.25 / connection / mth [3] |
Wholesale Market Services
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$0.0065 / kWh [3] |
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| Debt Retirement Charge [one of the following] |
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| All other Lakeland Power |
$0.0070 kWh [1] |
| Old Town Proper Bracebridge |
$0.0046 kWh [1] |
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| [1] calculated on metered usage |
| [2] calculated on adjusted usage |
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[3] if you have enrolled with a retailer, the $0.25 Standard Supply Service (SSS) Administration charge is deducted from the Regulatory Charges on your bill
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| [4] charged only if account is not billed at time-of-use rates |
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Transformer Bulletin: Obstruction Free Zone
During routine maintenance, our staff has noted several locations where customers have planted various combinations of trees, shrubs and plants around pad-mounted transformers. Please note that there is an obstruction free zone, as indicated in the detail below, around pad-mounted transformers that must be maintained for public and worker safety. If you have any questions regarding this bulletin, please contact our Engineering and Operations Department at (705) 645-2670.
Note:
- For all instances, including townhouse complexes, a 3.0 m clearance shall be maintained from trees, hydrants and above grade utility structures.
- Any and all objects within the obstruction free area are subject to removal without any prior notice should operational or emergency conditions exist.
- The distributor shall not be held responsible for any costs associated with the removal or resulting damage to any objects within the obstruction free area. (The developer/owner assumes all responsibility for encroaching within the obstruction free area.)
Printable Version of "Transformer Bulletin" |
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Explanation of Electricity Terms on Your Bill
Electricity : This is the cost of the electricity supplied to you during the billing period and is the part of the bill that is subject to competition. The electricity consumed is multiplied by the adjustment factor.
Adjustment (Loss) Factor : 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, consumes power before it gets to your home or business. The adjustment factor accounts for these losses.
Delivery : These are the costs of delivering electricity from generating stations across the Province to Lakeland Power then to your home or business. This includes the cost to build and maintain the transmission and distribution lines, towers and 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 depending on the amount of electricity that you use. These charges are made up of the following:
- Customer Charge : A fixed monthly charge to recover costs such as meter reading, billing and account maintenance.
- Distribution Charge : A variable charge, based on your usage, to recover the cost to deliver electricity through Lakeland Power’s distribution network.
- Transmission Network : A variable charge, based on your usage, to recover the costs of transporting electricity from the generators to Lakeland Power across the high-voltage transmission grid.
- Transmission Connection : A variable charge, based on your usage, to recover the cost to connect Lakeland Power’s distribution network to the transmission grid.
Regulatory Charges : Regulatory charges are the costs of administering the wholesale electricity system and maintaining the reliability of the provincial grid. These charges are made up of the following:
- SSS Administration Charge : A fixed monthly charge to recover administrative costs of providing Standard Supply Service.
- Wholesale Market Service Charge : A variable charge, based on your usage, to recover the costs charged by the IESO to operate the Provincial electrical system and Rural Rate Protection.
Debt Retirement Charge : The debt retirement charge pays down the debt of the former Ontario Hydro.
Global Adjustment: This charge\credit is applicable only to Non-RPP consumers and consumers who have signed with a Retailer. The price of generation in Ontario is set by a competitive market. Certain generators receive payments through regulation or contract that differ from the market price. Your portion of the net adjustment arising from these different payments is included on your bill (if applicable).
P.A.P. : Pre-Authorized Payment.
Standard Supply Service : Where consumers have not chosen to sign a contract with a licensed retailer, Lakeland Power, as required by the OEB, will provide the electricity.
For more information please visit the Ontario Energy Board at www.oeb.gov.on.ca |
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An Important Message from Lakeland Power
Lakeland Power is very concerned about the tactics used by some Energy Marketers/Retailers as they go door-to-door, selling electricity contracts.
Some Retailers may be giving the false impression that they represent Lakeland Power.
Lakeland Power delivers the electricity to your home or business. We do not sell or retail electricity nor do we have representatives going door-to-door.
If you have any concerns about the conduct of an Energy Retailer, please contact the Ontario Energy Board.
Email:
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Click Here |
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1-877-632-2727 (toll-free within Canada)
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1-416-314-2455 (from outside Canada) |
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Purchasing Electricity from Licensed Retailers
Like interest rates or gas prices, future electricity prices cannot be predicted with absolute certainty. Contracts can add an element of certainty because they allow you to lock in your electricity costs for the term of the contract. Despite the many benefits a contract can provide, you should learn about your options to determine whether signing a contract is right for you.
Not all retail contracts are the same - most offer a fixed price over a period of time or, for business customers with interval meters, contracts can provide a fixed price for a block of kilowatt hours. Before you sign a contract, read it carefully so you are aware of all terms and conditions. Ask questions if anything is unclear, or if you are unsure.
Consumers may choose to enter into a retail contract for a variety of reasons. In many cases, consumers pay a premium because they want the price stability and predictability that a contract provides. Retailers may also offer services with a retail contract, such as energy-saving programs, energy audits, equipment maintenance or the option to have a portion of the rate support renewable energy projects.
To learn more so you can make an informed decision about purchasing electricity, please visit the 3 website links below.
"The Energy Choice is Yours" Awareness Campaign by the OEB
"Making the Best Choice for You about Electricity or Natural Gas" News Release by CNW Group
Independent Electricity System Operator (IESO) - Retailers
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Smart Meter Installation – Backgrounder
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Lakeland Power started the roll-out and installation of smart meters throughout our service territory June 1, 2009. We anticipate the entire mass installation will continue on through the remainder of the year.
An information package on smart meters will be provided at each residence when the installation has been done.
Residents who have an outside meter do not need to be home when the meter exchange is being done. You do not have to present your hydro bill or sign any contract.
Homeowners are asked to ensure the area around their current electricity meter is clear and easily accessible.
If the meter is located inside, you will be contacted to book an appointment.
The time involved in installing the smart meter will vary from location to location, but is estimated to take an average of 10-15 minutes.
The installation process is most locations will not be difficult because smart meters typically fit into the same standard meter base used by current meters.
For the safety of the installation crew, there will be a short power interruption during the meter exchange. Clocks and timers will need to be reset but the brief interruption should not affect the temperature in refrigerators and freezers. We apologize in advance for this inconvenience.
Once the new smart meter is installed, homeowners are not required to take any further specific steps for the meter to work.
Until the “time of use” rate structure is implemented, there will be no immediate change to how the electricity rates work and how Lakeland residents are currently billed for electricity.
Ontario is introducing smart meters – along with a “time-of-use” (TOU) electricity price structure – to help consumers manage their electricity costs, while helping Ontario to build a more efficient, more environmentally sound electricity system. Between now and 2025, Ontario will replace about 80 percent of its electricity system.
Smart meters measure hourly electricity use, so electricity prices can be different at different hours of the day. That better matches the way prices work in the electricity market.
Residents cannot choose whether or not to have a smart meter. Smart meters will be standard province-wide. Under Ontario’s Smart Meter Initiative, residential and small business electricity consumers across the province will receive a smart meter by 2010.
Please contact us if you have further questions.
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Here's the path information takes from your smart meter to your electricity bill.
Smart Meters
On an hourly basis, the amount of electricity you use is tracked by the smart meter on your home.
Collectors
Each day, this hourly information is sent by wireless connection or through telephone or power lines to a data collector located in your neighbourhood.
Meter Data Collection
These collectors relay energy usage information to larger control computers operated by your Local Distribution Company (Lakeland Power) which ensure that all the meters have been read and all the necessary information has been captured.
Meter Data Collection
These collectors relay energy usage information to larger control computers operated by Lakeland Power which ensure that all the meters have been read and all the necessary information has been captured.
Smart Meter Data Repository
Lakeland Power will then send this information to the provincial smart meter data repository which calculates how much electricity was used during on-peak, mid-peak and off-peak hours. In its role as interim Smart Metering Entity, the Independent Electricity System Operator (IESO) is responsible for managing this repository. This energy use information will also help in the development of electricity forecasts and will help the Ontario Energy Board determine future time-of-use prices. Only authorized parties, such as Lakeland Power, will have access to the highly secure database.
Customer Information and Billing
Information from the data repository is sent back to Lakeland Power and other billing agents so it can be used to prepare invoices.
Home Energy Management
Homeowners will have access to their energy use data in two ways: Lakeland Power invoices will provide consumption data each billing cycle; and in many communities, the previous day's energy consumption information will be available each morning on a secure personalized web page. This information allows you to manage your energy use based on time-of-use prices.
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SMART METERS FAQs
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SMART METERS
TOU RATES
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What is a smart meter?
A smart meter looks like the meter you have now, except the display is digital and there are no dials. It records how much electricity was used and when it was used (typically hourly) and communicates this information automatically via wireless and other technologies.
How different is it from my old meter?
The old meter has dials and measures the total amount of electricity used in a billing period, typically one or two months, so customers do not have the ability to track their electricity consumption. This is because old meters were read manually; new meters are read remotely. What do smart meters look like?
Smart meters look like standard meters (except with an LCD display and no dials) and fit into a standard meter base. No modifications of your equipment will be necessary to accept a smart meter. Will someone need to come into my house to install it? Do I need to take time off work?
If you have an outside meter you do not need to be home. If your meter is inside your home, we will need to book an appointment with you. How long is it going to take them to install?
It takes approximately 10 minutes to install the smart meter.
Will my electricity be switched off? Will it affect timers in my house? Will the food in my freezer be OK?
For the safety of our crews, a very short interruption (1-2 minutes) will occur during the meter change but this should not affect the temperature in your freezer. As with any power interruption, you will need to reset clocks and timers on all equipment.
Why has the Province mandated the use of smart meters?
Between now and 2025, Ontario must build almost a whole new electricity system. This includes replacing about 80 per cent of our current generating facilities as they retire over time, and expanding the system to meet future growth. Building new supply is vital. So is conservation. That's why the Government of Ontario is introducing new tools like smart meters that will encourage all of us to think more about how and when we use electricity.
Smart meters measure hourly electricity use, so electricity prices can be different at different hours of the day. That better matches the way prices work in the electricity market, and will encourage us to think more about how and when we use electricity. As we move consumption away from the more expensive (peak) times of the day, we can help Ontario reduce its peak demand, which can help limit the building and operation of peak generating facilities. What will my smart meter do?
The smart meter system provides a number of significant benefits.
- Measures how much energy you use and when you use it - providing you with the opportunity to take action to reduce your energy bill by:
- Lowering your electricity use during peak (higher price) periods; and
- Shifting your electricity use to lower price periods.
- Stores electricity use information - providing you the opportunity to review your electricity use information the next day through the internet.
- No more estimated electricity bills - smart meters will automatically and regularly send your meter readings via wireless and other technologies.
- Faster response to outages - smart meters will eventually tell us when your power is out.
- Reduces need to build power generation facilities - as all Ontarians shift energy use away from peak periods.
Will I be able to monitor my electricity consumption?
In the future, you will be able to access your meter data through the Internet and/or telephone. With the implementation of smart meters and future Time-Of-Use rates, customers will have the information they need to make decisions about how and when they use electricity.
Where will all the meter data be stored?
The Government of Ontario's current plan is to develop an independent meter data repository. All Local Distribution Companies (like Lakeland Power) would transmit customers' hourly smart meter data to the central meter data repository on a daily basis.
Will my electricity bill automatically go down once I have a smart meter?
Smart meters will not automatically result in energy cost savings. However, when teamed with time-of-use rates, your smart meter will provide you the opportunity to better manage your electricity bill by reducing electricity use during higher price periods and by moving your electricity use to lower price periods.
Will my electricity bill go up?
That will depend, in part, on you. Once you’re billed on a Time-of-Use basis, depending how and when you use electricity, you may pay a bit more or less or see very little difference. With Smart Meters, those who work to conserve and shift their usage to off-peak, weekends or holidays may benefit the most. Currently those customers see no pricing advantage no matter what time of the day they use power.
What are some examples of how I can save energy with a smart meter?
Shift your electricity usage to periods when the prices are lower
- Do laundry on weekends and wash in cold water
- Turn the dishwasher on after 10 p.m. and select the Economy setting and air dry cycle
Lower your electricity usage during periods when the prices are higher
- Set the air-conditioning a few degrees warmer during the afternoon
- Turn appliances such as the computer, radio and TV off when they're not in use
- Most common but sometimes forgotten, turn lights off when not in use
Will everyone get a smart meter?
As an initiative of the province of Ontario, all homes and businesses will be equipped with smart meters by 2010. Smart meters will be standard province-wide.
Will I receive a smart meter if I’m currently with, or moving to, a retailer? Will I pay Time-of-Use prices?
Yes, you’ll receive a smart meter. Your electricity rates, however, will be determined by the terms and conditions of the contract you choose to sign.
How are smart meters being introduced?
Smart meters will be installed at homes where the existing meter needs to be upgraded. The goal is that everyone in Ontario will have one by December 31, 2010.
Are smart meters just for residential customers or will businesses get them too?
Residential and business customers will both have smart meters. Many businesses already have smart meters.
I live in an apartment/condo, will I have one?
Yes, if you have an individually metered apartment or condominium (i.e. you receive a bill for electricity from Lakeland Power).
Are smart meters the same as load management (peaksaver®) devices?
No. Load management uses a peaksaver switch that is attached to your air conditioning, electric water heater, and pool pump. The control switch interrupts power for brief periods of time to reduce the amount of electricity being used during provincial peak demand periods.
Will I be able to see the Time-of-Use (TOU) rates – or my hourly consumption data on my meter?
No, TOU rates and consumption data do not appear on the meter. Your smart meter will show total consumption, just as the old meter. You will, however, have access to your meter data – up to the previous day’s data – via the internet.
What are Time-of-Use (TOU) rates?
Time-of-use rates refer to electricity prices, which vary based on when electricity is used. That includes by time of day, by day of week (weekdays versus weekend), and by season (winter or summer).
TOU rates better reflects the way the electricity market works. Electricity prices rise and fall over the course of the day, and tend to drop overnight and on weekends, based on the amount of supply available and our levels of demand.
TOU sounds complicated.
It’s true that, at first, you’ll need to be more aware of how and when you use energy, but over time, it will simply become a habit. Smart metering will give you better information and a tool to help you make informed decisions about your electrical usage. Once you review this information on the internet through the TOU portal, you’ll be able to develop the best strategies for you.
I’m a Senior, Disabled Person and/or Stay-at-Home Parent who is home during weekdays. Will I be disadvantaged by TOU prices?
Time-of-Use prices have not been designed to penalize those customers who, for various reasons may have difficulty shifting consumption or are using a very small amount of power. Testing and piloting under time-of-use pricing to date has shown that for most customers, if they do not change their behaviour, then they will pay about the same price for electricity that they did under the current tiered pricing model.
This is due in part to the fact that there are over 3 times as many off-peak hours (93) as there are on-peak (30) in a given week. In other words, for every hour that your fridge is running on-peak, there are three off-peak hours when you’re paying significantly less than the current tiered rates.
In this way, the time-of-use prices tend to off-set one another so that customers are not penalized by this rate but are still given incentives to shift some of their peak consumption if they are able.
I run a business that’s open mostly in peak and mid-peak times. Won’t these rates cost me more?
TOU rates better reflect what it actually costs to provide electricity at various times of the day, so to the extent that you can shift some electricity usage to off-peak time, you’ll save. Many businesses can also reduce their electricity bill through conservation and improved energy efficiency.
How do I make all this work for me?
You’re encouraged to take advantage of the new electricity consumption information that will be available to you via the internet, and to consider strategies that work for you.
Lakeland Power will notify you when you can access the TOU web portal to view your personalized electricity consumption, current to the previous day, on a secure web site. Your regular electricity bill will also show your total electricity consumption in each pricing period (on-peak, mid-peak, and off-peak) over the month. Together, this will give you key information about when you’re using the most electricity, and you’ll be able to see how your electricity usage patterns affect your bills.
When will I be moved over to TOU pricing?
Lakeland Power will notify you in advance prior to moving you over to the new TOU pricing structure.
What are the Time-of-Use rates going to be?
Effective May 1, 2009, the Ontario Energy Board's (OEB) time-of-use pricing includes:
Three different electricity rates
- Highest price (On-Peak) - refers to when demand is highest
- Mid price (Mid-Peak) - refers to when demand is moderate
- Lowest price (Off-Peak)- refers to when demand is lowest
Note: Electricity prices change every six months (May and November).
Visit 10 Smart Meter Lane
TOU sounds complicated.
It’s true that, at first, you’ll need to be more aware of how and when you use energy, but over time, it will simply become a habit. Smart metering will give you better information and a tool to help you make informed decisions about your electrical usage. Once you review this information on the internet through the TOU portal, you’ll be able to develop the best strategies for you. Why does our “Peak Demand” matter so much?
Supplying electricity at peak times (those times when we’re all using a lot of electricity) has a range of impacts:
- It adds to our electricity costs because higher demand often means higher market prices.
- It’s hard on the environment because more of the less attractive forms of generation must be run to meet them.
- It adds to the amount that Ontario needs to invest in the system because meeting the peaks means building even more new generating facilities, and more transmission and distribution infrastructure—and that also adds to electricity costs.
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What is a kWh?
A kWh (kilowatt-hour) is the unit of measure for electricity. A kWh is defined as the usage of 1000 watts for 1 hour. That means that for 1 kWh (about 11 cents) you can run a 100 watt light bulb for 10 hours |
If I have more than one person inquiring or doing business on my account, what is required by Customer Service before they can discuss my account with another person?
Strict new federal privacy legislation is in effect to ensure that personal customer information is protected. If more than one person will be inquiring or doing business on an account, the account holder must give specific permission to allow this. You will be asked to identify the person or persons you are authorizing by name and birth date. If this information is not in our files, we will not release any information to the person inquiring |
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I have recently moved and was asked for a security deposit on my hydro service. I have not been asked for a deposit before, why now?
With the restructuring of the industry, the legal right to lien an unpaid hydro bill against a property was lost. Deposits are now requested from all new customers. Deposits can be waived for customers who are able to supply a Deposit Waiver from another electrical or gas utility and who sign up for our Pre-Authorized Payment Plan.
If you are an existing customer and your account remains in good standing, you will not be required to pay a security deposit. However, if you fail to maintain a good payment history we will require a deposit to continue service.
Interest is paid on security deposits. Residential customers who maintain a good payment history for one year will have their deposits and accumulated interest credited to their regular hydro account.
Commercial customers must maintain five years of good payment history and our larger Industrial customers must maintain seven years.
If we still hold a deposit when an account is finalized, the deposit is applied to the final bill and any excess is returned to you.
For complete details of our Deposit Policy, please consult our Conditions of Service.
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What is the Account Set Up Charge shown on my first bill?
Any new account, or change in name or occupancy of an account, is subject to an Account Set Up Charge as approved by the Ontario Energy Board. |
How often am I billed?
All accounts are billed monthly and you will receive your bill around the same time every month. All meters are read monthly as well. |
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How can I pay my bill?
There are a number of options:
- Sign up for our Pre-Authorized Payment Plan so that your bill is paid automatically from your bank account every month.
- Through an ATM, telephone or the internet, depending on the services offered by your Financial Institution.
- Mail a cheque or money order to our office.
- Pay in person at your local bank branch.
- Pay with VISA or Mastercard.
- Place a cheque or money order into the Drop Box at our offices in Huntsville or Bracebridge. For security reasons, do not place cash in the Drop Box.
- Pay in person at our office with cash, a cheque, money order or debit card.
200-395 Centre St N, Huntsville, ON, P1H 2M2
Monday - Friday 8:30am - 4:30pm
Toll Free: 1-888-282-7711
Phone: 705-789-5442
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Can I pay in advance? I am going to be away for a couple of months.
You can pay any amount at any time, assuming your account is up to date. However, to ensure that your account does not fall into arrears while you are away, we advise that you use our Pre-Authorized Payment Plan as a better alternative. |
Can I pay my electricity bill automatically?
Yes you can by signing up for our Pre-Authorized Payment Plan. This enables the funds to be electronically transferred from your bank account to pay for your current bill. You will still receive a bill in the mail as you normally do and the money will automatically be removed from your bank account on the due date of the bill. |
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Why is a bill estimated?
The main reason for using estimated consumption in calculating a bill is if the meter reader is unable to access your meter.
If your meter is located inside or outside and the meter reader is unable to gain access at the regular reading time or if no reading is available, the reading will be estimated, based on the previous years usage for the same time period.
The meters are not reset between readings so when an actual reading is obtained, any estimates which were too high or too low will be corrected.
Lakeland Power can also leave meter reading cards at your house if requested. You would then be able to call in, hand deliver or mail your reading to our office within 5 days of your scheduled reading date. |
How do I read my meter?
Your meter will have either 4 or 5 dials which look like little clocks. A picture of these clocks is shown on our meter reading cards if you have one. Try to read the meter as close to eye level as possible. Look at each individual clock and record the position of the dial from left to right. If the hand is between two numbers, always record the lowest one. If it is between the 0 and the 9, record a 0. If you have trouble interpreting the meter, draw the hand positions on the bill or the card and call our Customer Service department, we would be pleased to assist you. |
Why is my bill so much higher than my last bill or my neighbours' bill?
The main reason is that different households have different patterns of electricity use and patterns within the same household also differ from time to time. Take an inventory of the electrical appliances in your home. Have you added or changed an appliance? Do you have extra people living with you? Have you had visitors for an extended period of time? Have you been using an appliance more, such as an air conditioner during a hot summer; a plug-in electric heater to supplement your furnace during a cold winter; a clothes dryer; or a hot water tank for extra showers when more people are present? Have you added an appliance such as a computer or an extra fridge? All of these appliances will increase your electricity usage |
Is an Equal Payment Plan available to me?
Yes, an Equal Payment Plan is available on request. The plan is designed to help you average out your electricity payments over the year. The payments are recalculated periodically and you will be notified if a change is necessary. However, you must monitor your balance to ensure that you are not developing a large credit or debit balance. Your equal payment amount can be changed at any time by calling our office. Please note our Equal Payment Plan is not available to customers who sign with a Retailer. |
What uses the most electricity in my home?
Hot water tanks, air conditioners, and space heaters, in addition to your large appliances such as refrigerators, freezers, washers, dryers and dishwashers are the biggest contributors to your energy bill. Other items such as pool pumps, pool heaters and hot tubs, also consume a large amount of electricity. |
Where does my electricity come from?
The majority of electricity that you use today is generated within Ontario. It is produced in a variety of ways: hydro-electric dams; nuclear fission plants; coal/oil (fossil fuel) fired plants; natural gas plants; and a variety of other methods including wind, chemical, solar power and the burning of waste. |
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What causes a short or a long term power outage?
Electrical appliances that utilize a motor or compressor such as a vacuum cleaner, refrigerator, freezer, clothes dryer or washing machine can cause the lights to flicker for an instant when the appliance starts. This is perfectly normal.
However, if you notice that your lights are continually flickering throughout your entire house, or if you have power in only part of your house, please call our office during normal working hours and speak to a Customer Service Representative who may refer you to our Technical Services department.
Throughout Lakeland Power’s service territory, we have buildings called distribution stations. These are small buildings that contain the equipment needed to regulate, monitor and control the supply of electricity throughout the area served by that station.
If something happens on a wire that disturbs the supply of electricity, the station senses it, much like fuses sense trouble in your home. During this disruption, you see either reduced electrical voltage (dim lights) or no electricity at all. The stations' equipment will re-energize the line. If the problem continues, the station will then shut down the line and energize the section via an alternate route. As a result, the electricity is interrupted for a few seconds while this happens.
Falling tree branches are a good example of how this works. During a storm or high winds a branch may break off and land with one end on the ground and the other on the wire. This creates a "short circuit" which the station reacts to. Eventually the branch falls completely to the ground so that the line is clear. The station reenergizes when that happens after a 2 or 3 second break in service.
Periodically customers can experience a brief 5-second power interruption to their electrical service. This power interruption is our distribution system protection scheme operating to protect the system from abnormal conditions, as a result of storms, equipment failures, vehicle accidents and wildlife contacts. |
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Who can I buy my electricity from?
As an electricity consumer you currently have a few choices:
- You can buy your electricity from an Ontario Energy Board Licensed Electricity Retailer at a fixed price, for a fixed term. This contract covers only the electricity portion of your bill. The Delivery, Regulatory and Debt Retirement charges will not be affected.
- If you are a residential or small commercial customer you may purchase your electricity from your Local Distribution Company and pay the price regulated and set by the Ontario Energy Board.
- If you are a large commercial or industrial customer you may opt to pay the Weighted Average Price. This price is set hourly by the Independent Electricity System Operator depending on market conditions and will differ on each bill.
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Do I have to sign a contract with an electricity Retailer?
No, it is your choice. If you choose to remain with your Local Distribution Company you will be billed at the Regulated Price Plan rates set by the government. For residential consumers, the monthly threshold for the lower price is set at 600 kilowatt hours during the summer season, May to October, and 1000 kilowatt hours during the winter season, November to April. The threshold for non-residential consumers who are eligible for the Regulated Price Plan remains at 750 kilowatt hours throughout the year. In addition to efforts to smooth electricity prices and protect you from day to day price volatility, the Ontario Energy Board will reassess the price for each tier every six months to ensure that the amount you pay for electricity is closer to the actual amount paid to generate the electricity. |
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Can an electricity contract with a Retailer be cancelled once it has been signed?
Once a contract has been signed, it may be cancelled providing the customer gives notice in writing within 10 days of signing.
Consumers should shop around and compare offers before deciding whether or not it is beneficial to contract with a licensed electricity Retailer.
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Can I be transferred to a new supplier without my knowledge or approval?
The offer must clearly state whether your contract can be transferred to another electricity Retailer or not. If your contract is transferred to another Retailer, you must be notified of the new Retailer's name and contact details within 30 days of the transfer.
The Ontario Energy Board has the authority to investigate Retailers, cancel or suspend licenses, and shut down Retailers who operate illegally. |
Will my power be interrupted if a Retailer cannot fulfill their contractual obligation?
No, Lakeland Power Distribution Ltd. will continue to supply electricity to your home or business, at our standard rates |
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Payment Options
Pre-Authorized Payment is the easiest method of payment available. You will still continue to receive your monthly Lakeland Power bill. The total amount due is withdrawn automatically from your bank account on the due date shown. To enroll, please mail or deliver a completed enrolment/authorization form and a void cheque to our office listed below. Enrolment/authorization forms are available on this website in the Residential or General Service Customer Information segments.
Most Financial Institutions offer telephone or internet banking and payments can be made via either of these methods as well. Please note that your account number is a total of 8 digits and all 8 digits must be recorded to properly credit the correct account with payment. Lakeland Power assumes no liability for the electronic transfer of funds to incorrect account numbers. Also please note that if you move within Lakeland Power’s service territory, your account number will change and you will have to register your new account number with your Financial Institution for telephone or internet banking.
VISA and Mastercard payments are now accepted by Lakeland Power. Paymentus Corporation, a third party electronic bill payment service provider, will process all of our credit card payments. This new payment option is available to you 24 hours a day, 7 days a week. Customers who use this payment option will be charged a processing fee of $5.95 for each payment made up to a maximum of $250. If your payment exceeds this $250 maximum, you will have to process more than one payment. Each payment will incur a $5.95 processing fee.
To make a credit card payment, you have 3 options:
- To pay online, click
- To pay using the automated telephone system, call the toll free number at 1-866-417-2810.
- You may also pay your Lakeland Power bill by cash, cheque or money order. Use our convenient drop box at, or mail payment with the remittance stub to: Lakeland Power, 200 - 395 Centre St N, Huntsville, Ontario, P1H 2M2. A drop box is also located at our office at 196 Taylor Road in Bracebridge, Ontario.
We strongly recommend that you do not put cash into any of our drop boxes.
Payment can also be made in person at most Financial Institutions again with presentment of the remittance stub at the time of payment.
Note : Payments mailed or paid at a Financial Institution may take several days to reach us. To avoid late payment charges, please ensure that we receive your payment before the due date.
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