Province-wide arrears management rules for residential electricity customers
begin today

TORONTO, Oct 1 /CNW/ - A number of province-wide changes enhancing arrears management programs for residential customers take effect October 1, 2010.

Some of these immediate changes include:

• Utilities must make an arrears payment agreement available to a residential customer unable to pay their electricity charges. In the case of distributors who also collect water, sewer and other charges, these amendments apply only to the electricity charges;
• Any security deposit must be applied to the amounts owing before entering into an arrears payment agreement;
• Customers may be required to make a down payment of up to 15% of the arrears plus any accumulated late payment charges (not including other service charges such as reconnection charges) when entering into an arrears payment agreement;
• If a customer owes less than twice their average monthly bill after applying the security deposit and down payment, the minimum length of time to pay the remaining amount due is five months;
• If a customer owes more than twice their average monthly bill after applying the security deposit and down payment, the minimum length of time to pay the remaining amount due is 10 months;
• Distributors can cancel the agreement if a customer defaults on the arrears payment or current bill payment more than once;
• A customer may request a second agreement, if needed, after two or more years has passed since the first arrears agreement was entered into and successfully completed.

Today's rules also include certain enhancements to the rights of consumers facing disconnection.

These changes are part of a broader set of Board Code amendments to enhance customer service rules for residential customers and create common standards for electricity utilities across the province.

The amendments, announced on July 2, 2010, flow from a Board-initiated consultation process concerning how electricity distributors provide service to their customers. Future phases of that consultation will lead to the development of special rules tailored to eligible low-income customers, including arrears management agreements.

The other new customer service rules will take effect January 1, 2011 or April 1, 2011.

For more information please refer to the customer service rules backgrounder at http://www.oeb.gov.on.ca/OEB/_Documents/Press+Releases/bckgrndr_dsc.pdf.

The Ontario Energy Board regulates the province's electricity and natural gas sectors in the public interest. It envisions a viable and efficient energy sector with informed consumers and works toward this vision through regulation that is effective, fair and transparent.

For more information on the Board, please visit our web site at www.oeb.gov.on.ca or contact the Consumer Relations Centre at 416-314-2455 or toll-free at 1-877- 632-2727.

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For further information:

Media Inquiries	Public Inquiries
Vanda Wall	416-314-2455
Ontario Energy Board	Or 1-877-632-2727
416-544-5171