Payments
How do I pay my bill?
We have the following payment options. We do not accept credit card payment
- Online or Telephone banking payment (EFT), add Clean Cut Energy as a payee
- Pre-Authorized payment (PAD) to register complete the PAD form and email it along with a copy of a void cheque to billing@cleancutenergy.ca
- Cheque* Please note that CCE is not responsible for delays associated with Canada Post
Please note that financial institutions can take 2-5 days to process payments, please consider this so that we receive payment before the due date. We can not accept payments from overseas, please make arrangements prior to leaving the country.
How do I sign up for pre-authorized debit (PAD)?
Click the button below to download and complete the PAD form and email it back to us at billing@cleancutenergy.ca along with a picture/scan of a void cheque. If you do not have a void cheque, you will be able to find your bank account numbers by downloading the “Direct Deposit form” through your online banking platform.
Fees
What fees can I expect?
Set-up Fee
A one time set-up fee is applied to every new account. The amount will be identified in the Welcome Package and will be charged on your first bill. This fee can not be waived.
A security deposit is required in the event a bill is not paid, this deposit will be used to cover arrears. It is charged on the first bill and held on account for a period of one year and returned back with interest. If payments are made late, the deposit will be held longer.
Can I get the deposit waived?
Yes, by registering for Pre-Authorized Debit (PAD) or by providing a Credit Reference letter from a previous utility provider which states you have had a good payment standing for the last 12 months.
Administration Fee
This is a monthly fee applied to each bill which covers the costs associated with Clean Cut Energy providing submetering, depending on the building it may also include equipment rental fees. It includes a minimum base monthly cost and is prorated by the number of days in the billing period.
Delivery Fee
Bills that have electricity charges on them will have a Delivery Fee. These encompass charges that are regulated by the Ontario Energy Board (OEB) as well as our administration fees to provide this service which may include equipment rental fees. The OEB portion covers costs associated with maintaining infrastructure such as hydro towers and power lines and it has many factors in how it is calculated and it varies depending on usage. Here is a link to the OEB’s website which provides more information on the Delivery Fee https://www.oeb.ca/rates-and-your-bill/electricity-rates/understanding-your-electricity-bill
Financial Support
Are there financial support programs available for low income households?
Yes, there is a program called the Ontario Energy Support Program (OESP). This is an Ontario program to help customers get support towards their electricity use for up to two years.
There is also the COVID-19 Energy Assistance Program (CEAP) for residential customers and small business and registered charity customers.
Low-Income Energy Assistance Program (LEAP)
If you’re behind on your electricity or natural gas bill and face having your service disconnected, you may qualify for emergency financial help through the Low-income Energy Assistance Program (LEAP). There are also special customer service rules available for low-income households. You need to meet certain criteria to qualify for these programs and must go through one of the intake agencies in Ontario listed below. Visit this link to find out more details: https://www.oeb.ca/rates-and-your-bill/help-low-income-consumers/low-income-energy-assistance-program. LEAP provides emergency assistance only, no long-term support of bill payment.
High Bills
My bill is higher than normal, why?
There are many factors that can result in increased bills. Here is a list of questions to ask yourself:
- Does the bill cover a longer bill period than normal?
The bill period dates are shown in the top right corner of the bill. The number of days in the billing period is shown on the top of the second page on your bill. A longer bill period will result in more usage and increased bill amount. - Have there been any recent changes in activities in the home?
Having company, being home more or completing additional loads of laundry all can have a significant impact on the amount of utilities consumed. - Does the billing period cover a new season?
The season (spring, summer, winter, fall) can have a significant impact on our utility usage. - Have usage rates increased?
Electricity rates are set by the province of Ontario under the Ontario Energy Board (OEB). These rates periodically will increase. To obtain electricity rate information click here. Municipalities set water usage rates. These rates are typically updated at the start of every year. For further information visit your municipality’s Water Billing web page. - Do you have an electric heat source?
Electric heat sources are VERY expensive. During times when the heat is on you can expect much higher bills. - Do you have a water softener?
Water softeners are a very common source of increased water use. Check settings to ensure it is not backwashing too frequently or with too large a volume of water. Water softeners also commonly leak.
I have checked all of the above and none apply to my high water bill, what do I do now?
There may be a water leak in the unit. Sometimes this can be a shock to homeowners as we often envision leaks as visible and audible, however, they can sometimes go back down the drain without ever being noticed or be intermittent.
We recommend the following two actions be completed if you do not have online hourly readings:
- Take Photo of Meter Reading
We ask that you take a photo of your meter and send it to us as at billing@cleancutenergy.ca so that we can review the reading and ensure it is accurate. The photo should include the serial number on the meter as well as the reading. If there was an error in the reading, the amount will be revised on your account.
We have attached a
Meter Reading Guide that will assist you in identifying the model of meter within your unit and how to get the reading. - Complete Leak Test
We recommend that after taking the photo of the meter reading you run a leak test. Ensure there is nothing using water in your unit (e.g., dishwasher, flushing toilet, laundry, shower, sinks etc.) and watch the meter to see if it is recording water usage and increasing. If the number is still increasing, you likely have a leak and we recommend you contact a plumber to complete an inspection.
Use our online usage tool to see hourly or daily reading data.
Use our online tracking tool to help determine what might be the cause of the high bill. If you have online hourly or daily data available, we recommend that you log into your online account to review your data in closer detail. Using the online usage tool enables you to see when the utilities were consumed. This will help you determine what activities were occurring when there was increased use of utilities. We recommend that you keep a log of activities like laundry and cooking so you can compare them to your online usage and you can see how it influences usage.
Could my meter be broken and causing high readings?
Water meters have a life of approximately 10 years. When they start to fail they slow down or stop, they never speed up and add usage. Electricity and thermal heating/cooling readings are taken remotely through a wireless internet connection. They are working accurately and are inspected by a third party, Measurement Canada.
Meter Readings
How do I read my meter?
How do you read my meter?
Utility meters are read either remotely through the internet or manually by a Meter Reader. Manually readings are collected through the use of a handheld device that reads “touchpads” on the outside of buildings. The touchpads are wired to your water meter in your home. The Meter Reader does not need to enter your home to collect a reading.
Condition of Service
What is the Conditions of Service?
Our Conditions of Service is a living document and as such is subject to change over time.
This document forms part of a Contract made between CCE and a customer, as such is important for you to review. This Conditions of Service document supersedes any previous document containing conditions of services, oral or written by CCE as of the effective date of its’ posting for our customers. The revised current version of the Conditions of Service document can be viewed by clicking the button below.
There is a two (2) month review period in which customers may submit any questions or concerns regarding the changes to CCE. Methods include:
Email: customerservice@cleancutenergy.ca
Phone: (226) 780-0284 x 3 and speak to a customer service representative. The office receives calls from 9 am to 5 pm, 5 day per week (eastern standard time) excluding weekends and holidays.
Mail: written letter to the following address:
Clean Cut Energy Corp. Conditions of Service
PO Box: 25008 17-370 Stone Rd. W
Guelph, ON N1G 4T4
Have questions?
Please contact our Customer Service department between the hours of 9 am – 5 pm EST
Phone 223-780-0284 ext 3 or Email billing@cleancutenergy.ca
*NOTE: If you do not get a live agent, please leave a voice message and someone will return your call within one business day.
