If your bill hasn’t been paid by the due date, we will start the collections process. This means that a late payment fee of 1.5% per month will be added to your next bill.

Next, we will begin trying to contact you to set up a payment arrangement.

Tip: Using a Pre-Authorized Payment Plan will help you make sure your bills get paid on time without having to think about it.

About 10 days after your bill was due, our Customer Care team will begin reaching out through automated phone calls. This first call is your late payment notice, a courtesy to make sure you realize that your bill is overdue.

These calls will continue until you have paid the outstanding balance or set up a payment arrangement to get your account back on track. We’ll follow up with a mailed letter version of your late payment notice if we aren’t able to reach you by phone to help you prevent disconnection.

If we aren’t able to work together on a payment arrangement, the next step is a notice of interruption.

Once it has been more than 45 days since your bill was due, if you do not pay the full outstanding balance or make a payment arrangement, we will make plans to disconnect your service.

We will call you to provide the date of your disconnection and what is required to prevent it. If we can’t reach you by phone, a notice will be brought to your home or business, urging you to contact us.

At this point, you will need to speak with a Customer Care advisor to discuss payment options or set up a payment arrangement. It is not too late to prevent disconnection.

Tip: Once your disconnection is scheduled, it is important that you report the payment directly to a Customer Care advisor on the phone. It can take several days to process payments made online, by cheque, through a financial institution or a third party.

While we are permitted to disconnect for overdue bills after 30 days as outlined in our Rates Schedules and Policies, we are committed to working with customers to avoid disconnection.

Under normal circumstances, if we reach the point of disconnection, at least 60 days have passed since the first missed bill was due. Every attempt to contact you has been made.

At this step, the full outstanding balance must be paid and reported to schedule your reconnection. Payment arrangements are no longer an option.

It is important that you report your payment directly to a Customer Care advisor on the phone as it can take several days to process payments made online, by cheque, through a financial institution or a third party.

We’ll then schedule a service reconnection for the next business day. A service call fee will be added to your account for the reconnection.