Scam Awareness

Protect Yourself and Loved Ones

There are a growing number of scams aimed at energy consumers. The Ontario Energy Board (OEB) has seen a 77% increase in the number of reported scam calls, including illegitimate phone calls, texts, emails, fake websites, social media, in-person home visits and ads.

The OEB, the Ministry of Energy and local utilities like InnPower want to get Ontarians the information they need to be informed, stay safe and make careful decisions.

Consumer Tips: 

• Don’t be afraid to say no. If you receive a call threatening disconnection, requesting immediate payment, or any other suspicious activity, hang up.
• Always verify information with InnPower’s Customer Service team using the phone number and/or email found on your electric bill or under the Contact Us section of the website.
• Do not provide any personal information, including your InnPower account number or bill information.
• Do not click on links provided in text messages or suspicious emails.
• Beware of rebate scams and/or energy assistance programs. Energy utilities, the Ontario Energy Board, representatives from the Save on Energy program and the government do not phone, email, or text to promote energy saving programs or to offer an in-home inspection unless you reach out first.
• Remember: InnPower does not use toll-free numbers, request suspicious forms of payment (such as gift cards, pre-paid cards, cryptocurrency, etc.) and will not ask for direct payment over the phone.

Disconnection Scams

Don’t be frightened by threats of disconnection. While InnPower does contact customers for overdue accounts and will occasionally disconnect accounts for non-payment, it is important that you understand our process in order to recognize a disconnection scam.

• Collections calls are only made during regular business hours (Monday through Friday, from 8:30 a.m. to 4:30 p.m.)
• Residential customers cannot be disconnected for non-payment between November 15 and April 30 due to the OEB’s annual winter disconnection ban.
  • If you receive an email, text message or phone call from someone posing as an InnPower representative and threatening to disconnect your power during this winter disconnection ban period, do not respond. Contact InnPower directly using the phone number displayed on your bill.
    
• The disconnection of hydro services is a last resort conducted only after all other options have been exhausted. InnPower makes every effort to contact customers before disconnecting your service. This includes phone calls, hand delivered disconnection notices, in-person contact at the service address and more. We often offer payment arrangements and other assistance programs to avoid disconnection.
• We do not demand immediate payment over the phone, or request suspicious forms of payment (pre-paid credit cards, gift cards, PayPal, cryptocurrency, or wire transfers, etc.)

To report a possible scam:

• Contact the Canadian Anti-Fraud Centre toll-free at 1-888-495-8501.
• If you are concerned about any suspicious communications on social media, by email, by phone, text or door-to-door contact OEB at 1-877-632-2727 or oeb.ca/scams.
• Contact InnPower’s Customer Service if you receive anything suspicious from fraudsters claiming to be InnPower.

For more tips visit oeb.ca/scams.