2022 New Customer Welcome Package
As a new customer, we understand that you may have a lot of questions and we want to help you get the most out of your WNH experience. We’ve created this online guide to help you navigate your new account, and provide you with the tips and tools you need to lower your consumption, manage your account, and keep you and your family safe!
We encourage you to contact us with any questions you may have. There are several convenient ways for you to reach us:
- Visit our office, Monday to Friday from 8:30 a.m. until 4:00 p.m.
- Call us Monday to Friday from 8:30 a.m. until 4:30 p.m. at 519-886-5090
- Email our Customer Support Department at customersupport@wnhydro.com
Connect With Us
At Waterloo North Hydro (WNH), we touch the lives of our customers every day, providing the electricity needed for their homes, schools, and businesses. We deliver electricity safely and reliably, at the lowest reasonable cost. Serving more than 58,000 customers, we deliver energy across a large urban and rural service area spanning 683 square km. We do so with employees all focused on quality service and customer satisfaction.
Purpose: Deliver electricity efficiently to our customers.
Mission: To be of service to our customers by delivering electricity to homes and businesses in our community – safely, reliably, 24/7.
Vision: Be the flexible, sustainable distribution platform for connecting consumers and producers of electricity, and be the trusted energy advisor of choice for our customers.
Core Values: Respect, Commitment to Excellence, Service, Teamwork and Collaboration, Responsibility and Accountability, Safety and Environmental Stewardship.
Contents
Accessing your account while on the go is important, and WNH has the online tools you need to stay-up-date on your invoices, manage your account, and complete service requests, no matter where your life takes you.
My Account Online Portal
My Account, WNH’s online customer portal, is a one-stop shop for all of your account management needs. Through My Account, you can monitor your hourly, daily, weekly, and monthly electricity consumption. You can also see your current invoices, as well as previous invoices, your payment history and other important account information. Sign up for My Account today for 24/7 access to all your important account details from wherever you may be.
Online Forms
You can complete a move, change your payment plan, or set up a forestry service call with the click of a button thanks to our Online Forms. Click the link below to access the forms:
Social Media: Follow WNH on Facebook and Twitter to receive important power outage updates, as well as safety information, energy efficiency tips, corporate news and other important information.
eBilling
eBilling allows you to take some of the stress out of account management. You’ll never have to worry about missing a bill again as WNH will send a notification directly to your email inbox as soon as your bill is ready.
We recommend all new customers register for eBilling to ensure they are taking advantage of all the benefits available to eBilling customers, so sign up today!
As a WNH customer, you have the power to choose! With Customer Choice Electricity Pricing, you can choose between Time-of-Use (TOU) Pricing and Tiered Pricing.
Whether you’d prefer to be a Time-of-Use (TOU) customer, or you’re looking to make the switch to Tiered Pricing, WNH has the tools you need to make an informed decision. You have the power to choose!
Remember, if you make the change today, you can always switch your plan at a later date. You can change as often as you would like
What Are My Choices?
As a WNH customer, you can choose between TOU and Tiered Pricing plans:
TOU pricing depends on when
you use your electricity. There are
three periods (On-Peak, Mid-Peak,
and Off-Peak). Each period has
different pricing. For more
information on TOU, and to see
current rates, visit wnhydro.com/TOU.
Tiered Pricing is not about when
you use your electricity, but rather
how much you use. Each month,
you can use a certain amount of
electricity at a lower cost. Once you
reach your consumption limit
(known as a threshold), the rest of
the electricity you use is more expensive.
Tiered pricing and thresholds are
reviewed twice a year (May and
November) to reflect usage patterns.
For more information on Tiered
pricing, visit wnhydro.com/tiered.
Customer Choice Pricing allows you to choose the plan that is right for you, and best fits your lifestyle. You may have an opportunity to lower your electricity costs by switching to tiered pricing, or TOU may best suit your needs. When looking at which electricity rate plan is right for you, please consider your lifestyle and how and when you use electricity. Customers who work different shifts may be able to use more of their electricity at times when lower off-peak prices apply, and customers who recharge their electric cars may also want to take advantage of the lower off-peak prices that apply at night. Others may favour Tiered prices because they want the flexibility to do their household chores at any time of the day, or their total usage rarely exceeds 600 kWh in a month in summer or 1,000 kWh in a month in winter.
There are two online tools available to assist you in comparing TOU and Tiered pricing.
- Log into My Account and use the Rate Plan Price Comparison tool. This is the easiest way to compare the two pricing plans. All you need to do is log into My Account and make a few quick mouse clicks. The system does all the work for you – there’s no need to manually enter any consumption data from your previous bills.
For detailed instructions on how to use the Rate Plan Price Comparison Tool, please click here. - Use the Ontario Energy Board’s online bill calculator. Unlike the My Account tool, the OEB’s calculator requires you to manually enter your consumption to receive your comparison. Be sure to have copies of your previous bills available to assist you in entering accurate consumption information.
For more information on the tools available to you, click here.
If you’re currently a TOU customer and you do not want to make a change, you do not need to do anything. However, if you’d like to switch from TOU to Tiered Pricing, there are a few easy ways to make the change. Switching your plan through My Account is the easiest and most convenient way to make the change.
- Switch through My Account: The easiest way to make the change is to use My Account, our online customer portal. To make the switch, follow the steps below, or click here for more detailed instructions.
- Login to My Account
- Click the “Daily Usage” Tab
- Select “Rate Plan Comparison” and select “Change My Rate Plan”
- On the next screen you will be shown your new plan, click “Submit Change Request” and you’re all finished
- Complete Our Online Form: Visit wnhydro.com/customerchoiceoptin and complete the online Opt-in form
- Complete the Printable PDF form, or call our Customer Solutions team, or email customerchoice@wnhydro.com to complete the switch.
To learn more about Customer Choice Pricing, and to see the tools available to help you make an informed decision on which pricing plan is best for you, please visit wnhydro.com/customerchoice.
We understand that this is a challenging time, and our customers may face financial hardships. WNH is committed to working with our customers to keep their accounts in good standing through payment arrangements, arrears management plans, and financial assistance programs. We encourage you to contact us if you’re experiencing financial difficulties so we can help you keep your account in good standing.
We also offer the following financial assistance programs to provide emergency funding, on-bill credits, and energy efficiency updates designed to help reduce your energy consumption and lower your electricity costs.
If your account has fallen into arrears, you can receive up to $600 in emergency funding through LEAP. Eligibility for the program is based on the number of people that live in your home, and your combined household income.
For more information on eligibility requirements and how to apply, visit wnhydro.com/LEAP.
Lower-income customers can apply for a reduction of their bill through OESP). The amount customers can receive depends on the number of people living in their home and their combined household income.
To apply for funding through this program, visit OntarioElectricitySupport.ca.
EAP allows lower-income customers to lower their electricity costs by making their homes more energy efficient. Depending on your financial situation, you could receive free energy-saving products and services, or you could be eligible for a free home energy needs assessment conducted by a trained energy professional that will help identify energy-efficient upgrades available for their homes, such as replacement of inefficient appliances and professionally-installed insulation and draft-proofing.
Learn more about EAP and find out what you qualify for by visiting wnhydro.com/EAP.
For more information on financial support and available programs, please visit wnhydro.com/financialassistance.
We know that our customers are busy, and we want to make it as easy and worry-free as possible to pay your invoice. You can choose from the below payment methods to find the one that best fits your lifestyle:
Pre-Authorized Payment Plans
Our Pre-Authorized Payment Plan removes the stress of paying your invoice each month. When you register for Pre-Authorized Payment, you’ll still receive your invoice each month, but, on the due date, your invoice is automatically paid from your bank account. You always know beforehand how much you owe for your electricity bill, and when the money comes out of your bank account. It is 100% secure and your invoice is always paid on time. To sign up for Pre-Authorized Payment, please complete the form found here.
Equal Payment Plans
Take the guesswork out of managing your WNH account. If you sign up for an Equal Payment Plan, you will be charged an equal amount each month for your invoice, regardless of your monthly consumption. To make things easy, you can choose to make your payment on the 1st or the 15th of every month. We review your equal payment amount at least twice per year. The payments will be adjusted up or down, based on whether you have used more or less electricity than expected. Sign up for an Equal Payment Plan by completing the registration form here.
Other Ways To Pay
You can also make your payments one of the following ways:
*We recommend waiting until you have been a customer for at least 12 months before registering
For more information on the payment options available to you, please visit www.wnhydro.com/paymentoptions.
WNH provides reliable electrical service to all homes and businesses within our service territory. From time to time, outages can occur. Most power outages are unintended, brief and the result of extreme weather. In some cases, outages are planned in order for WNH to perform maintenance and service.
If your power has gone out or you’re having trouble with your electricity please check the Outage Map for current power outage updates. The Outage Map is an interactive, real-time interface consisting of a familiar street level base map that provides customers and stakeholders with the opportunity to see outages across WNH’s service territory in a web and mobile-friendly interface.
The Outage Map will show current and historic, planned and unplanned outages and will provide the following information:
- Geographic location of the outage
- The cause of the outage
- Approximate number of customers impacted
- Estimated time for restoring power, and details outlining the restoration of power
Visit wnhydro.com/outages for real-time outage updates. To report a power outage, call 519-886-5090.
Safety is always the top priority in severe weather or during power outages. There are a number of things you can do to make sure you and your family are prepared in the event of a prolonged outage or extreme weather event.
Know the risks
Get a kit
Make a plan
Prepare an Emergency Kit
Prepare for at least 72 hours with the following:
- Flashlights and batteries
- Battery operated radio and clock
- Cell phone
- Candles and waterproof matches or a lighter
- Blankets, coats, hats and gloves
- Plastic garbage bags
- First aid kit
- Bottled water
- Manual can opener
- Prescription drugs, contact solution
- Extra cash
- Non-perishable food such as canned goods
- Sleeping bags
- Toilet paper, other personal toiletries
- A loud whistle
- Battery charger for cell phones and electronics and a portable battery bank.
Here’s an Idea!
Make a Plan
Every household needs an emergency plan. It will help you and your family know what to do in case of an emergency. It will take you about 20 minutes to make your plan.
Your family may not be together when an emergency occurs. Plan how to meet or how to contact one another, and discuss what you would do in different situations.
For tips on making your family’s emergency kit visit getprepared.gc.ca.
Stay Safe with these Electrical Safety Tips
Never touch downed wires or low-hanging wires. Telephone or cable television wires that touch a power line can be deadly. Stay at least 10 metres, or the length of a school bus, away from downed power lines and in an emergency call 911.
Never try to make your own electrical repairs to WNH equipment. Let our dedicated and highly trained crews do the work.
If you require repairs to your home’s electrical equipment, visit esasafe.com to find a Licensed Electrical Contractor.
Don’t Tamper with Electrical Equipment
Transformer boxes are not a toy! Keep children away at all times and ensure you keep plants and shrubs at least three metres from the front and one metre from the back and sides of the transformer box.
Watch the video at wnhydro.com/luckytampers to learn more.
Look Up! Look Out!
Whether you’re playing outside with your family, pruning trees, or doing yardwork, look up, look out and be aware of your surroundings. Overhead powerlines are dangerous and can be deadly, always keep you and your equipment at least three metres (10 feet) away from overhead powerlines.
Be aware of your surroundings and avoid contact with overhead lines by maintaining a safe distance at all times.
Please watch the video at wnhydro.com/overhead to learn more.
Call Before You Dig
Are you starting an outdoor project that requires digging? Be sure to get a free locate before you begin. There are hidden hazards underground and a locate can keep yourself and your family safe.
Getting a locate is easy, and free! Visit ontarioonecall.ca to complete your locate request online or call 1-800-400-2255 to request your free locate today.
See wnhydro.com/luckylocates for more!
What do you do if a powerline contacts your vehicle?
Should a power line fall on your vehicle, stay inside until help arrives. Only get out of your vehicle if there is a fire hazard. If you must exit, jump clear of the vehicle with both feet hitting the ground at the same time and shuffle away with your feet always touching the ground.
Let Lucky the Squirrel teach you the safe way to exit your vehicle wnhydro.com/luckydrives.
Don’t Tamper with Electrical Equipment
Transformer boxes are not a toy! Keep children away at all times and ensure you keep plants and shrubs at least three metres from the front and one metre from the back and sides of the transformer box.
Watch the video at wnhydro.com/luckytampers to learn more.
Look Up! Look Out!
Whether you’re playing outside with your family, pruning trees, or doing yardwork, look up, look out and be aware of your surroundings. Overhead powerlines are dangerous and can be deadly, always keep you and your equipment at least three metres (10 feet) away from overhead powerlines.
Be aware of your surroundings and avoid contact with overhead lines by maintaining a safe distance at all times.
Please watch the video at wnhydro.com/overhead to learn more.
Call Before You Dig
Are you starting an outdoor project that requires digging? Be sure to get a free locate before you begin. There are hidden hazards underground and a locate can keep yourself and your family safe.
Getting a locate is easy, and free! Visit ontarioonecall.ca to complete your locate request online or call 1-800-400-2255 to request your free locate today.
See wnhydro.com/luckylocates for more!
What do you do if a powerline contacts your vehicle?
Should a power line fall on your vehicle, stay inside until help arrives. Only get out of your vehicle if there is a fire hazard. If you must exit, jump clear of the vehicle with both feet hitting the ground at the same time and shuffle away with your feet always touching the ground.
Let Lucky the Squirrel teach you the safe way to exit your vehicle wnhydro.com/luckydrives.
There are several programs available to assist you in making your home as energy efficient as possible.
Energy Affordability Program
The Energy Affordability Program (EAP) supports lower-income customers by helping to reduce their monthly electricity costs and increase their home’s comfort. Applicants can receive a variety of energy-saving products and services, from free energy saving kits to upgraded appliances and professionally installed insulation and draft proofing.
Applying is easy, all you need to do is call Save on Energy at 1-855-591-0877 or email eap@saveonenergy.ca
For program details, visit www.wnhydro.com/EAP
Canada Greener Homes Grant
The Canada Greener Homes Grant is a federal initiative offering homeowners up to $5,000 for energy-efficiency retrofits for their homes, as well as $600 to help with home energy evaluations. Eligible homeowners across Canada can apply. You’ll be required to provide proof of ownership and demonstrate that the property is your primary residence to take advantage of the program.
To apply for the program, please click here.
New energy saving opportunities are introduced regularly, to stay up-to-date on programs available to assist you and help lower your electricity consumption, click here.
WNH is committed to supporting our customers in their efforts to save money and lower their electricity consumption. We offer a number of resources, tips, and tools to help you better manage your costs and keep your home as energy efficient as possible, including:
1
- Take advantage of hundreds of energy efficiency tips to help you all-year round. Whether you’re living in a house, apartment, or condo, WNH has tips available to help you manage your electricity consumption. Download a copy of our Energy Conservation Handbook and start improving your energy efficiency today. Visit wnhydro.com/conservationhandbook to get your copy today.
2
- Automate Usage With a Smart Thermostat
A smart thermostat can reduce your heating and cooling costs by up to 15 per cent. It works by learning your habits and adjusting the temperature automatically. For example, if you tend to turn the temperature down before bed at 10 p.m., a smart thermostat will start making that adjustment automatically. You can also control a smart thermostat from an app, so, if your schedule changes unexpectedly, you can still maintain control of your heating and cooling costs from the palm of your hand.
3
- Seal Ductwork
Hot air and cold air can escape through joints in ductwork. That means you’re paying to heat and cool places you don’t want to (for instance, an unfinished basement) and not getting heating and cooling to areas you do (upper floor rooms). Applying heating-vent tape to all visible joints will help.
4
- Use Ceiling Fans
Ceiling fans are great when you need to cool bedrooms, but not the whole house, especially at night. The fan will also help in cold months as most come with a “reverse” option that pushes hot air down into the room.
5
- Fight Phantom Power Consumption
Plug electronic devices into a power bar and program it to switch off at night. Remember that phone and tablet chargers, computer equipment such as printers and monitors, televisions, speakers, routers, and game consoles suck energy even when they’re not in use. Having them all on power bars makes it easy to switch them off before everyone goes to bed
6
- Keep Your Heating and Cooling System Running Smoothly
Keep your furnace and HVAC system running like new with annual servicing by a professional. Be sure to also change your furnace filter every three months to help make sure your furnace isn’t working harder than it needs to.
For more energy efficient tips, visit Save on Energy’s Energy Efficiency For Your Home Page or wnhydro.com/energyefficiency.
If at any time you have questions regarding Energy Efficiency Programs, please call us at 519-886-5090 or email energyefficiency@wnhydro.com and our Energy Advisors will assist you in any way we can.
Safety is our number one priority, and to help you and your family learn more about electrical safety, WNH has a number of fun, educational resources for you to enjoy.
To help share important safety information, we created an animated video series starring Lucky the Squirrel. There are six short, educational videos in the series that touch on important electrical safety topics The video lessons include: Call Before You Dig, What To Do If You See A Downed Powerline, Never Tamper With Electrical Equipment and more! Visit www.wnhydro.com/luckyvideos to see them all!
Call before you dig
What To Do If You See A Downed Powerline
Never Tamper With Electrical Equipment
Keep Your Distance From Overhead Powerlines
To help educate young people on the importance of electrical safety, WNH introduced a set of trading cards featuring Lucky the Squirrel. Each card in the set touches on an important safety message, but also features an image of Lucky the Squirrel, fun facts, and statistics. We encourage you to collect them all!
Each year, WNH asks students in Grade 1-8 to help design our next safety poster. Students from across our service territory submit hand-drawn artwork highlighting an important safety message. In addition to winning great prizes, the winning students have their artwork displayed in social media messaging, bill insert, safety ads and other communication material. Stay tuned for next year’s contest and be sure to let your child know how to register.
WNH’s corporate website contains a number of important safety resources. These resources include Emergency Preparedness Tips, Information on Call Before You Dig, Powerline Safety information, tips for Safety At Home and for Safety at Work, and so much more! Visit www.wnhydro.com/safety today for information on keeping you, your family, and the community safe.
526 Country Squire Rd,
Waterloo ON,
N2J 4G8
Phone: 519-886-5090
Fax: 519-746-0133
Billing inquiries:519-886-5090
billing@wnhydro.com
Customer Solutions Team: 519-885 -6840
customersupport@wnhydro.com
Credit Services: 519-886-5090
creditservices@wnhydro.com
Energy Efficiency Information: 519-886-5090
energyefficiency@wnhydro.com
Engineering Department: 519-888-5552
eclerk@wnhydro.com
Operations Department: 519-888-5577
operations@wnhydro.com
Request a Locate: www.ontarioonecall.ca
Call: 1-800-400-2255
