You only pay for what you use
Welcome to Clean Cut Energy
Welcome to our new customers! Let us introduce ourselves! Clean Cut Energy Corp. (CCE) is a small local business based in Guelph Ontario. We have been in operation since 2012 and currently provide utility submetering services to over 5,000 condominium owners in over 60 buildings across Ontario. We are passionate about water and energy conservation and saving you money!
Getting Started
Accounts
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
Fees
What fees can I expect?
Set up Fee
A one time fee 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.
Security Deposit – Required for 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
Billing
What utilities will you be billing me for?
This information will be provided to you in your Welcome Package. We provide submetering services for water, electricity, thermal cooling and thermal heating. Not all utilities are sub-metered at every building.
How much will my bill be?
This will be determined by how much utilities you consume. We do not mark up utilities. Utility rates are set by the service provider (e.g., City of Cambridge water). Everyone uses different amounts of utilities based on their habits, therefore we don’t provide estimates.
How will I receive my bill?
You have the option of either email or regular mail. You select the method when opening your account. To reduce impacts on the environment, we encourage you to select email. A $3 charge per bill is applied for a mailed paper copy.
When will I get my first bill? How often will I get a bill?
If you have moved into a newly built building, it may take a few months before you get your first bill. If you previously had submetering services then you can expect a bill following the same schedule. We issue bills monthly or bi-monthly (every other month) this information will be in your Welcome Package. Bills are issued around the 10th.
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.
When will my PAD payment be withdrawn?
PAD payments will be withdrawn up to 10 days prior to the due date.
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.
Policies
What are your policies?
Our policies are described in our Conditions of Service.
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.
What is Submetering?
Condominium developments will typically receive one big bill for all utility use in the condominium complex and that bill is then divided and charged equality to the occupants of the units. With submetering, each unit has its own meter and is billed directly only for what they use!
Benefits of Clean Cut Energy Submetering Services
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.
