Understanding Your Bill

Your full account number consists of 11 digits in this format: 123-123456-01.

When you sign up for Customer Connect, do not include any leading zeros. When you register for online or telephone banking, use all 11 digits with no dashes.

• Bill Date: The date this bill was issued on.
• Due Date: The date which the total amount due must be received by before it is considered overdue.
• Amount Due: The total balance owing by your due date. This includes current charges, as well as any unpaid amounts from previous bills.

Specific details pertaining to the account such as Names, Service Address, Security Deposit, etc.

This section shows you the service specific charges on your account for the current billing period (not including overdue amounts).

This section provides a detailed breakdown of all charges on the bill. It may include:

• Electricity: The charges relating to electricity specifically. Customers can choose Time-of-Use (TOU) or Tiered pricing. Rates are set by the Ontario Energy Board and usually updated twice per year.
• Delivery: A fixed rate that represents the cost of delivering electricity from generating stations across the province to your home or business through high voltage (transmission) and low voltage (distribution) power lines. The Ontario Energy Board sets delivery rates for electricity utilities in the province.
• Regulatory Charges: The cost of services provided by the Independent Electricity System Operator (IESO) to operate the wholesale electricity market and maintain the reliability of the high voltage power grid.
• Loss Factor: It is normal for a small amount of power to be lost as it travels over the utility's power lines to your home or business. The commodity used is multiplied by an adjustment factor approved by the Ontario Energy Board.
• Retailer Information: If you purchase your electricity from an energy retailer, your retailer's information will be included at the top of this section.
• Global Adjustment: Accounts for differences between the market price of electricity and the regulated or contract prices paid to generators for the electricity they produce. The Time-of-Use and Tiered electricity prices charged by your electricity utility already include an estimate of the Global Adjustment. If you sign up for a contract with an energy retailer, you have to pay your share of the Global Adjustment on top of the contract price.

This section contains important monthly messaging for our customers.

These charts show electric/water usage and compare the data to usage from the previous month and previous year. Electric customers on TOU pricing will have their chart show the 3 different TOU periods, while customers on Tiered pricing will show as a single colour.

This sample shows a customer who switched from TOU to Tiered pricing.

Our new bill features QR codes, providing customers easy access to various items! Simply scan the QR code using your smartphone camera and follow the link.

QR codes for InnPower's social media will display on electric only accounts in place of the water usage chart. QR codes for InnServices social media will display on water only accounts in place of the electric usage chart. Customers with no demand chart will have a QR code for our online customer portal.

This meter chart will contain all information about the applicable meters at the service address (electric, water, thermal). This includes the time period for this billing, the # of billed days, the meter reading, etc.