Online Accounts
First time logging on? You will need to set up an online account. You will need your account number located on the first page of your statement in the top right corner.
INSTRUCTIONS ON HOW TO SET-UP AN ONLINE ACCOUNT
How do I set up my online account?
Go to the Client Login page or click the button in this section.
IMPORTANT: Click ‘Need to Register’ located under the ‘Account Number or User Name’ box. You will need your account number located on the first page of your statement in the top right corner.
How do I login to my account?
Go to the Client Login page or click the button in this section.
IMPORTANT: If you do not have an online account you must click ‘Need to Register’ located under the ‘Account Number or User Name’ box.
How do I update information on my account?
Log into your online account and update your information and click save. Your changes will be reviewed by our staff and saved onto your account.
How do I monitor my usage online?
Log into your online account to view the How to Monitor Usage Guide located in the documents section.
Can I be notified if my bill or usage hits a certain amount?
Yes, you can log into your online account and set alarms for both $ amount of bill as well as usage amounts. When an alarm is set, if the criteria are met, you will receive an email notification.
How do I set up an alarm on my account?
Alarms are set through your online account.
Closing an Account
Need to close your account and request a final reading?
Please complete the Close Account Request Form. No further action is required. You can expect to continue to receive a bill until the end of the billing period reaches your close account date.
I closed my account, why are you still billing me?
Utilities are always billed after you have used them. There will be a delay from when you consume the utilities and when you are billed for them. Please refer to the bill period dates in the top right corner of your bill. You may receive 1-2 bills after moving out of the unit.
I have closed my account but I have a credit balance, how do I get that back?
Account credits are returned to customers by e-transfer on a monthly basis. Credits are returned only after the last invoice has been issued and paid in full. Any credits on the account which are not part of a security deposit are charged a $30 + tax processing fee.
I have closed my account, how do I get my security deposit back?
All security deposits collected are released back on the account after 1(one) year of good payment. If you are closing your account prior to the 1(one) year, your security deposit will be released on the account upon the release of the final invoice on the account. Any remaining funds will be sent to you via e-transfer (see response above for further details).
FAQs
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 aMeter 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.
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 get set up on PAD?
Through this link, you will be able 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.
When will my PAD payment be withdrawn?
PAD payments will be withdrawn up to 10 days prior to the due date.
I have made a double payment, what do I do?
Any additional payments remain on the account as a credit and go towards the next bill. We do not issue any double payments back to customers.
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.
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.
CCE Arrears Management Program
Accounts
What are arrears?
Any unpaid balances on an account after the due date. This includes all late payments.
Clean Cut Energy Corp. provides collection services on behalf of your complex’s Condominium Corporation or developer. We have developed a fair and consistent Arrears Management Program to effectively execute the required collections processes.
Not paying bills on time negatively affects everyone. All customers are required to pay for the utilities in which they consume by the due date.
We hope that information provided on this page will address any questions you may have about the Arrears Management Program. If it does not, please contact our billing department at billing@cleancutenergy.ca and they will be happy to help answer any questions you might have.
What can happen if I don’t pay my bill on time?
Owners
- unpaid balances may be added to the property’s status certificate negatively impacting the value of their property and ability to sell
- a lien may be placed on your property
- the utility(s) may be disconnected
Tenants
- you may negatively impact the property owner by created debts associated with the property
- you may have your account closed and billing reverted back to the owner
- the utility(s) may be disconnected
Why am I getting late notices?
We are required to inform customers of the actions that may be undertaken if arrears remain and late payment trends persist. They are not meant in any way to be threatening, they are notices and have been reviewed and drafted with input from our legal council.
I paid one day late, why did I still receive a late notice?
The bank takes 2-5 business days to process payments on account. Late notices are issued 3 days after the bill is due, if the payment has not been processed by the bank yet and posted on your account, the account will still show as in arrears. If payment is made the day after the due date, it is still considered late and a late notice will be issued.
Why am I being notified that a lien may be placed on my property, can this happen?
Yes. We provide service on behalf of the Condominium Corporation or developer, utility bills are legally treated the same as Condo Fees and therefore a subject to lien provisions under the Condominium Act, 1998.
Is Clean Cut Energy making money off of collections?
No, we are retained by the Corporation or Developer to complete collections on their behalf. All monies are collected and remitted back to the Corporation or Developer with exception of our regular administrative fees billed on each bill. There are no additional charges associated with collections. Additional fees are added when a Notice of Lien has been issued to cover the legal costs associated with that process.
I have closed my account, why am I still getting a bill and am now in arrears?
Utility bills are always issued after you have consumed them, not before. Usage is recorded and that data is collected and included on bills. There can be at least a one-month delay from when you close your account to when you receive your final bill. Bill period dates are located in the top right corner of each bill.
I have been recently impacted financially, is there any help to pay my bill?
Yes. We understand that things can happen and we work with our customers to help them during these times. We ask that you contact our billing department as soon as possible to make arrangements. We have options for payment plans and access to electricity financial support programs such as Ontario Energy Assistance Program (OESP) and Low Income Energy Assistance Program (LEAP).
How are security deposits used for arrears?
Security deposits are collected to cover unpaid balances on accounts. The security deposit will be applied to the arrears and the total amount of the security deposit will be re-added on to the next bill.
Information for Landlords and Tenants
What steps does CCE take to manage tenant arrears/late payments?
We have a Tenant Arrears Policy which includes the following actions:
- Late Notices: Tenants and landlords are notified of the arrears if a tenant pays late and are informed of what actions may be taken if the tenant continues to pay late
- Warning Notices: If a tenant pays late 2 times or has 2 NSF payments in 12 months or arrears reach 25 days, a warning notice is issued to the tenant and landlord that if there is another late payment, the tenant account will be closed and bills will be issued to the owner moving forward.
- Balance Transfers: Unpaid balances are transferred to landlord accounts when they reach 25 days in arrears and when a tenant account is closed.
- Tenant Account Closure: A tenant account is closed when they have more than 2 late payments on account or they have reached 30 days in arrears, unpaid balances are transferred to the owner’s account for immediate payment and bills are issued to the landlord moving forward.
Information for Unit Owners
Will I be notified if my tenant pays late?
Yes, late payment notices are issued to landlord regarding their rental units once an account is 3 days in arrears.
The tenant is getting the bill, isn’t the bill the tenants’ responsibility?
No, ultimately all debts associated with the property, including unpaid utility bills are the responsibility of the property owner. Having a tenant account is a privilege, not a right and can be revoked at any time at the sole discretion of CCE, Condominium Corporation, or Property Management firm.
What happens if my tenants pay their bill late?
Owners are notified when a tenant pays their bill late. A warning of tenant account closure will be issued when they have 2 late or NSF payments in 12 months. If they pay late a 3rd time or arrears reach 30 days, the tenant account will be closed in accordance with our Tenant Arrears Policy.
Can CCE really put a lien on my home for arrears?
Yes. We provide service on behalf of the Condominium Corporation or developer, utility bills are legally treated the same as Condo Fees.
What happens if you close my tenants account?
Bills will be automatically reverted back to the owner. It is the owner’s responsibility to ensure bills are being paid in full and on time. Utility services are not disrupted for the tenant.
My tenant has moved and won’t pay the final bill, what do I do?
Any unpaid balances will be transferred from the tenant account to the owner’s account for immediate payment. Any debts associated with the property are ultimately the owner’s legal responsibility.
Information for Tenants
Why are you notifying my landlord that I have paid my bill late?
Legal owners of the property are ultimately responsible for any debts (unpaid utility bills) associated with the property. Arrears/late payments negatively affect property owners. Landlords need to be informed and actively try to manage any late payments.
Does it really matter if I pay just 1 day late?
Yes. Paying even one day late results in arrears on an account. Tenant Accounts can be closed with 2 or more late payments in a 12 month period. Billing is reverted back to the unit owner.
I like to pay bills late to manage cash flow, is that a problem?
Yes. Paying bills late as a form of managing a budget is never acceptable. All bills must be paid by their due date. CCE has a tenant arrears policy that closes tenant accounts that have 2 or more late payments in 12 months.
My account has been closed, what do I do now?
Once a tenant account has been closed, it is permanent. Bills will be issued to the landlord (owner) moving forward. The tenant should make arrangements with the owner to reimburse them for utility expenses. There is no interruption to services.
I made a payment today, can my account be reopened?
No. Once a tenant account has been closed, it is permanent. Bills will be issued to the landlord (owner) moving forward. Any payments made to the closed account will be rerouted to the owner’s account. Payments will no longer be accepted to the tenant account once it’s closed.
I paid late because I did not get a copy of my bill, does this still count?
Yes. All bills are issued on their issue date. All customers have access to their bills at all times through their online account. In very limited circumstances, emails may end up in the junk mail folder. It is the customer’s responsibility to ensure that they take action to access a copy of the bill and pay in full by the due date. We are not responsible for mail delays by Canada Post.
Still have questions?
Please contact our Customer Service department between the hours of 9 am – 5 pm EST
Phone 223-780-0284 ext 2 or Email welcome@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.
