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Rules for TOU Customer Choice

If you’re a TOU customer and don’t want to switch to Tiered prices, you don’t need to do anything. You will stay on TOU prices.

If you do want to switch to Tiered prices, here are the rules that apply. These rules also apply if you later want to switch back to TOU prices.

  • Starting October 13, 2020, Orangeville Hydro must make its election form available on its website, and to any customer that requests it. Orangeville Hydro must accept election forms by email or mail at a minimum. Forms can we submitted via their website at www.orangevillehydro.on.ca.
  • You’ll need to fill out the election form to notify Orangeville Hydro that you want to switch. The form is intended to be as simple as possible in terms of the information that you need to provide. You should have a recent electricity bill on hand when filling out the form, as you will need your utility account number. For help to find the account number and other parts of the electricity bill, see sample TOU and Tiered bills on the Ontario Energy Board’s website at www.oeb.ca/choice.
  • Within 10 business days of receiving your election form, Orangeville Hydro must tell you if your election form can’t be processed and must explain why (for instance, if you’re not authorized to make changes to the account, or the account can’t be verified). 
  • If there are no issues with your election form, Orangeville Hydro has the same 10 business days to let you know when you can expect to start being billed on Tiered prices.
  • A switch from TOU to Tiered prices can only take effect at the start of a billing period. You are generally billed for a 30-day period, and the start and end dates are identified on your electricity bill.
  • Orangeville Hydro must start charging you Tiered prices as of your next billing period after you submit your election form if it receives that form at least 10 business days before that billing period starts, and provided there are no issues with your form (see above).
  • If Orangeville Hydro receives your complete election form less than 10 business days before the start of your next billing period, it might still be able to switch you for your next billing period. But if it can’t do so, it has to start charging you Tiered prices at the start of the next billing period after that.
  • Because a switch in prices can only take effect at the beginning of a billing period, it will take some time between the day you provide your election form and the day you actually start getting charged Tiered prices. 
  • Even if you provide your election form to Orangeville Hydro before the end of October, you’ll very likely pay TOU prices for at least some period of time – between November 1 and the time when your next complete billing period starts (or the billing period after that depending on when you provide your election form).
  • If you have chosen to switch to Tiered prices and later decide you want to go back to TOU prices, you can do that at any time. The process described above applies.
  • Orangeville Hydro is required to inform all new residential and small business customers that they have a choice between TOU or Tiered prices when they set up the account.
  • The choice between TOU and Tiered prices is available to nearly all residential and small business customers that have smart meters and are billed on TOU. Some residential and small business customers are charged Tiered prices because their meters can’t be used to bill TOU prices. They can’t switch to TOU prices at this time.
  • If you live in a condominium or apartment that has its own individual meter and your bill comes from a company other than Orangeville Hydro, you are a customer of a unit sub-meter provider (USMP). Customers of USMPs also can’t switch to Tiered prices. That decision can only be made for the building as a whole by the “master consumer,” who is the person that retained a USMP for the property. In most cases, the master consumer is the property manager, landlord or condominium board.
  • Customers that are buying their electricity from an energy retailer pay the electricity price set out in their contract.  Once they have left their retail contract, they will have a choice between paying TOU or Tiered prices. For details about your energy contract, contact your energy retailer.

For more information about TOU and Tiered pricing, visit www.orangevillehydro.on.ca or use www.oeb.ca/choice