August 31st, 2021
CARMA Corp. / Priority Submetering Solutions Inc. announce COVID-19 vaccination policy
Toronto, ON, August 31, 2021 – CARMA Corp. (“CARMA”) and Priority Submetering Solutions Inc. (“Priority”) have established a Mandatory COVID-19 Vaccination Policy (the “Policy”). Under the policy, all CARMA/Priority employees must be vaccinated for COVID-19, or be subject to an exemption and obtain an approved accommodation.
Every employee at CARMA/Priority must be “fully vaccinated” by October 29, 2021. “Fully vaccinated” means receiving all required doses of a Health Canada approved vaccine, including all boosters or further doses that are recommended or mandated by applicable governmental authorities, including local health units.
Michael Platt, CEO of CARMA/Priority, commented on the new policy: “With the health and safety of our customers, residents of buildings we service and the communities we operate in, this new policy demonstrates a commitment to take every precaution to protect our employees and our customers. As of October 31st, all CARMA/Priority employees will be required to have received their first and second doses of a COVID-19 vaccine. We thank our customers for your continued support and trusting us to be your submetering partner of choice.”
May 21st, 2021
Updated CEAP and CEAP-SB Applications for the 2021-22 Fiscal Year
The OEB has issued updated COVID-19 Energy Assistance Program (CEAP) and the COVID-19 Energy Assistance Program – Small Business (CEAP-SB) application forms. These forms reflect changes to the programs that were made to licenses issued in April 2020.
The updated forms replace the previous statement that customers receiving support may only apply once more with the statement that they may apply again, up to the total combined maximum credit ($750 for CEAP and $1,500 for CEAP-SB). Customers may reapply more than once to receive the total combined maximum credit.
The CEAP and CEAP-SB programs are targeted towards customers who have overdue amounts on their electricity bills as a result of the COVID-19 pandemic and the Provincial Declaration of Emergency. These changes do not alter the eligibility requirements for either program.
Priority has made these application forms available on our Support Programs page of our website. If you have any questions during the application process please feel free to contact our Customer Service Department
If you need to contact a Customer Service Representative, you can do so through the following methods:
- Call 1.866.836.3837 x1
- Chat with a Customer Service Representative online between 8:00 am and 5:00 pm ET. We have added more live chat users to help improve our response time during this period.
- Email [email protected]
February 23rd, 2021
Ontario Resumes Time-of-Use and Tierd Pricing
Since January of 2021, Ontario residents, small businesses and farm customers of electricity have been paying low-peak, fixed electricity pricing. The fixed pricing was mandated by the government in response to the COVID-19 pandemic and Stay-at-Home order. While there were multiple extensions of these fixed rates, the most recent announcement extended the rates until the end of day on February 22nd, 2021.
Starting today, February 23, 2021, customers will resume paying Time-of-Use (TOU) and Tiered pricing under the Regulated Price Plan (RPP). This pricing will reflect the rates set by the Ontario Energy Board (OEB) on December 15th, 2020.
To read the full news release click here.
For a full details of the current electricity pricing, please visit our rates page. Effective today, electricity prices in Ontario will revert to the below-mentioned electricity prices set by the OEB:
Time of Use Pricing
| TOU price period |
Winter period hours February 23, 2021 – May 1st, 2021 |
TOU prices effective February 23, 2021 – May 1st, 2021 |
|---|---|---|
| Off-Peak | Weekdays 7 p.m. – 7 a.m. All-day weekends and holidays |
8.5 ¢/kWh |
| Mid-Peak | Weekdays 11 a.m. – 5 p.m. | 11.9 ¢/kWh |
| On-Peak | Weekdays 5 p.m. – 7 p.m. and 7 a.m. to 11 a.m. | 17.6 ¢/kWh |
Tiered RPP Pricing
| Price tiers | Winter tier threshold February 23, 2021 – May 1st, 2021 | Tiered prices effective
February 23, 2021 – May 1st 2021 |
|---|---|---|
| Tier 1 |
|
10.1 ¢/kWh |
| Tier 2 |
|
11.8 ¢/kWh |
As a reminder the government offers the COVID-19 Energy Assistance Program (CEAP) by means of supporting electricity consumers during this difficult time. Priority Submetering Solutions customers are able to apply directly online. For more information please visit our CEAP Page.
If you are concerned about being able to pay your bill, we are here to help you. Please contact Customer Service to see what options are available to you. You can do so through the following methods:
• Chat with a Customer Service Representative online between 8:00 am and 5:00 pm ET. We have added more live chat users to help improve our response time during this period.
• Email [email protected]
• Our phone lines are open. Call 1.866.836.3837 x1 to speak with a Customer Service Representative between 8:00 am and 5:00 pm ET.
February 10th, 2021
Ontario Further Extends Off-Peak Fixed Electricity Rates
The Ontario government has again extended the off-peak electricity rates to provide relief for families, small businesses and farms.
To provide support during the Stay-at-Home order in majority of Ontario’s public health regions, the government will continue to hold electricity prices of 8.5¢/KWh. This off-peak pricing is currently projected to be in effect until the end-of-day on February 22, 2021.
The government will continue to hold the off-peak rate of 8.5¢/KWh until February 22nd, 2021.
As previously, this lower rate will be available 24 hours a day, 7 days a week for both Time-Of-Use and tiered electricity customers. These rates will continue to be automatically applied to electricity bills of all residents, small businesses and farm customers.
To read the full news release click here.
If you need to contact a Customer Service Representative, you can do so through the following methods:
- Call 1.866.836.3837 x1
- Chat with a Customer Service Representative online between 8:00 am and 5:00 pm ET. We have added more live chat users to help improve our response time during this period.
- Email [email protected]
January 28th, 2021
Ontario Extends Off-Peak Fixed Electricity Rates
In response to the stay-at-home order, the Ontario government announced fixed off-peak electricity rates for households, small businesses, and farm customers – the fixed electricity rates of 8.5¢/KWh were initially set to be in place from January 1st, 2021 – January 28th, 2021.
The off-peak electricity rates have been extended in response to the extended stay-at-home order and by means of providing relief or families, small businesses and farms. The fixed pricing will continue to be applied automatically to both Time-of-Use (TOU) and Tiered pricing electricity consumers. Therefore, no matter what time of day you use your electricity, no matter your consumption, the fixed price will apply and no customer action is required.
The government will continue to hold the off-peak rate of 8.5¢/KWh until February 9th, 2021.
To read the full news release click here.
If you need to contact a Customer Service Representative, you can do so through the following methods:
- Call 1.866.836.3837 x1
- Chat with a Customer Service Representative online between 8:00 am and 5:00 pm ET. We have added more live chat users to help improve our response time during this period.
- Email [email protected]
January 19th, 2021
Changes to CEAP Increase Eligibility and Support
The COVID-19 Energy Assistance Program (CEAP) was originally lunched in 2020 to support residential customers and small businesses struggling to pay their energy bills as a result of the COVID-19 emergency.
Recently, changes have been made to CEAP and CEAP-SB which increases eligibility and credit amounts. Customers of Priority are able to apply for this one-time credit directly online.
We have detailed all of this information on our CEAP page including the details of these changes, what this means for previously rejected and accepted applications, additional CEAP FAQs and how to apply directly online as a customer of Priority.
Please visit COVID-19 Energy Assistance Program for more information.
If you need to contact a Customer Service Representative, you can do so through the following methods:
- Call 1.866.836.3837 x1
- Chat with a Customer Service Representative online between 8:00 am and 5:00 pm ET. We have added more live chat users to help improve our response time during this period.
- Email [email protected]
January 13th, 2021
As the COVID-19 situation continues to grow and evolve rapidly, we are beginning to take further action to protect our employees, their families, and our customers.
Due to Ontario’s recently declared, second state of emergency, as of Thursday, January 14th, we will be moving all of our staff to remote work. These changes will be in effect for at least the next 28 days. This is being done in accordance with the escalating government measures meant to curb the spread of COVID-19. All of our employees will proceed to work remotely in order to avoid any disruptions in service and to continue to serve you during this unprecedented time.
Rest assured, these changes will not alter the way we operate and all Priority Departments will remain fully functional. Our promise to you stays the same – to provide you with excellent customer service and stay true to our commitments. While we will continue to provide the great customer experience that we are known for, we ask for your patience as we try to navigate through this difficult situation once more.
If you need to contact a Customer Service Representative, you can do so through the following methods:
- Call 1.866.836.3837 x1
- Chat with a Customer Service Representative online between 8:00am and 5:00pm ET. We have added more live chat users to help improve our response time during this period.
- Email [email protected]
Priority will continue to take all measures necessary to ensure the well-being of our employees so that we may maintain our service standards and operations. We thank you for your trust and understanding as we navigate through this situation together.
Sincerely,
Andrew Beacom
President & CEO, Priority Submetering Solutions
January 1st, 2021
Updated Electricity Rates for Ontario Household and Small Businesses – Effective January 1st, 2021
On December 22nd, 2020, the Ontario Energy Board (OEB) announced new electricity rates for households, small businesses, and farm customers to support Ontarians staying home during the COVID-19 situation. These changes will take place today, on January 1, 2021, and will end on January 28, 2021. After January 28th, electricity prices will revert to the below-mentioned electricity prices originally set by the OEB for January 1st, 2021.
The government announced that electricity prices will be held at 8.5¢/KWh for electricity. This fixed price is equal to the off-peak price originally set by the OEB for January 1st, 2021. The fixed pricing will be applied automatically to both Time-of-Use (TOU) and Tiered pricing electricity consumers. Therefore, no matter what time of day you use your electricity, no matter your consumption, the fixed price will apply and no customer action is required.
For more information please read the government’s news release or contact customer service.
Changes to the COVID-19 Energy Assistance Programs (CEAP) – Effective January 1st, 2021
On December 22nd, 2020 the government announced upcoming changes to the COVID-19 Energy Assistance Program (CEAP) starting in January of 2021. In order to make the one-time-credit more accessible for consumers struggling to pay their energy bills as a result of the COVID-19 emergency, credit amounts will be increased and more families and businesses will be eligible to access funding. Residential consumers may be eligible for up to $750, and small businesses up to $1500, in support of their electricity and natural gas bills.
The OEB will be posting details as soon as they become available at which point, Priority will also make this information easily accessible on our website.
Click here to find more programs to reduce your electricity bill.
If you are concerned about being able to pay your bill, we are here to help you. Please contact Customer Service to see what options are available to you. You can do so through the following methods:
• Chat with a Customer Service Representative online between 8:00 am and 5:00 pm ET. We have added more live chat users to help improve our response time during this period.
• Email [email protected]
• Our phone lines are open. Call 1.866.836.3837 x1 to speak with a Customer Service Representative between 8:00 am and 5:00 pm ET.
December 15th, 2020
Updated Electricity Rates for Ontario Household and Small Businesses – Effective January 1st, 2021
On December 15th, 2020, the Ontario Energy Board (OEB) announced new electricity rates for households and small businesses. These changes will take place on January 1, 2021.
These changes will include a decrease in Time-Of-Use and Tiered pricing. Additionally, the government will be decreasing Ontario’s Electricity Rebate (OER).
New TOU prices as of January 1st, 2020:
| Winter TOU Periods | January 1st, 2021, TOU Prices |
| Off-Peak (Weekdays 7 pm – 7 am, all weekends and holidays) | 8.5 cents/kWh |
| Mid-Peak (Weekdays 11 am – 5 pm) | 11.9 cents/kWh |
| On-Peak (Weekdays 7 am – 11 am and 5 pm – 7 pm) | 17.6 cents/kWh |
New Tiered prices as of January 1st, 2020:
| Winter Tier Thresholds | January 1, 2021, Tiered Prices | |
| Tier 1 |
|
10.1 cents/kWh |
| Tier 2 |
|
11.8 cents/kWh |
Changes Ontario’s Electricity Rebate (OER):
Effective January 1st, 2021 the Government will be decreasing the OER from 33.2% to 21.2%. The Government’s intention is that the reduction in electricity prices for households and small businesses will be offset by the decrease in the OER. Consumers currently receiving the OER under the grandfathering regulatory provisions will continue to receive the rebate until April 30, 2021.
For more information about the new rates, please visit www.oeb.ca
If you are concerned about being able to pay your bill, we are here to help you. Please contact Customer Service to see what options are available to you. You can do so through the following methods:
• Chat with a Customer Service Representative online between 8:00 am and 5:00 pm ET. We have added more live chat users to help improve our response time during this period.
• Email [email protected]
• Our phone lines are open. Call 1.866.836.3837 x1 to speak with a Customer Service Representative between 8:00 am and 5:00 pm ET.
October 15th, 2020
Updated Electricity Rates for Ontario Household and Small Businesses – Effective November 1st
In response to the pandemic, the Ontario government introduced the “COVID-19 Recovery Rate” – offering a fixed rate of 12.8 cents per kilowatt-hour applicable at all times of the day. The fixed-rate pricing is in place from June 1st to October 31st, 2020.
New electricity prices for households and small businesses will be effective November 1, 2020
The winter Time-of-Use (TOU) hours and winter Tier threshold for residential customers will remain in effect on November 1.
The total bill for a typical residential customer who uses 700 kWh per month will increase by about $2.24 or 1.97%, after accounting for the bill relief provided by the Ontario Electricity Rebate (OER), a total (pre-tax) bill credit that appears at the bottom of electricity bills. The Ontario government has increased the rebate from 31.8% to 33.2% effective November 1, 2020.
Customers of sub-meter providers:
If you live in a condominium or apartment that has its own individual meter and your bill comes from a company other than your electric utility, you are a customer of a unit sub-meter provider (USMP). Customers of USMPs cannot switch to Tiered prices. That decision can only be made for the building as a whole by the “master consumer,” who is the person that retained a USMP for the property. In most cases, the master consumer is the property manager, landlord, or condominium board.
Our team at Priority understands that as a customer of a unit sub-meter provider, your choices with respect to choosing tiered or TOU pricing are limited. Rest assured, if you currently reside in a condo or apartment setting, regardless of which rate structure your property manager, landlord, or condominium board has chosen, customers of Priority Submetering Solutions are still paying less than they would be directly through a utility company. Regardless of the pricing model, electrical consumption is significantly reduced when individual suite meters are installed. Our focus is on excellent communications, convenient payment options, and superior customer service.
For customers paying TOU periods:
| Winter TOU Periods | November 1, 2020, TOU Prices |
| Off-Peak (Weekdays 7 pm – 7 am, all weekends and holidays) | 10.5 cents/kWh |
| Mid-Peak (Weekdays 11 am – 5 pm) | 15.0 cents/kWh |
| On-Peak (Weekdays 7 am – 11 am and 5 pm – 7 pm) | 21.7 cents/kWh |
For customers paying Tiered prices:
| Winter Tier Thresholds | November 1, 2020, Tiered Prices | |
| Tier 1 |
|
12.6 cents/kWh |
| Tier 2 |
|
14.6 cents/kWh |
For more information about the new rates, please visit www.oeb.ca
If you are concerned about being able to pay your bill, we are here to help you. Please contact Customer Service to see what options are available to you. You can do so through the following methods:
• Chat with a Customer Service Representative online between 8:00 am and 5:00 pm ET. We have added more live chat users to help improve our response time during this period.
• Email [email protected]
• Our phone lines are open. Call 1.866.836.3837 x1 to speak with a Customer Service Representative between 8:00 am and 5:00 pm ET.
June 1st, 2020
Updated Electricity Rates for Ontario Residents
The Ontario government has introduced a new “COVID-19 Recovery Rate” for electricity consumers on time-of-use pricing. The new fixed rate of 12.8 cents per kilowatt hour will apply at all times of the day and will be in place from June 1st to October 31st, 2020.
The fixed price is higher than the winter off-peak price, which was 10.1 per kilowatt hour. However, it is lower than the mid-peak rate of 14.4 ¢/kWh and the high-peak rate of 20.8 ¢/kWh.
The COVID-19 Recovery Rate is based on the average cost of electricity set by the Ontario Energy Board. This new fixed rate will give consumers greater flexibility to use electricity when it is needed without paying the higher peak pricing.
The new price does not apply to RPP customers that pay tiered prices. The prices tiered customers have been paying since November 1, 2019 remain in effect. Those prices are 11.9 ¢/kWh for the lower tier price and 13.9 ¢/kWh for the higher tier price. The OEB is keeping the winter tier threshold of 1,000 kWh in place in the summer period for residential customers, giving them an additional 400 kWh per month at the lower price.
For more information about the new rates, please visit www.oeb.ca
If you are concerned about being able to pay your bill, we are here to help you. Please contact Customer Service to see what options are available to you. You can do so through the following methods:
- Chat with a Customer Service Representative online between 8:00am and 4:00pm EDT. We have added more live chat users to help improve our response time during this period.
- Email [email protected]
- Our phone lines are open. Call 1.866.836.3837 x1 to speak with a Customer Service Representative between 8:00am and 4:00pm EDT.
May 6th, 2020
Off-peak electricity pricing extended to May 31, 2020
Since March 24, 2020, residential and small business customers and farms on time-of-use (TOU) pricing have been paying 10.1 ¢/kWh no matter what time of day the electricity is consumed. On May 6, 2020, the Government extended that rate relief, keeping TOU pricing at 10.1 ¢/kWh until May 31, 2020.
The 10.1 ¢/kWh pricing applies automatically – no customer action is required. Some customers may receive a bill before Priority is able to implement the pricing change, in which case they will receive a credit on the following bill to reflect the adjustment in rate charges.
The pricing change does not apply to RPP customers that pay tiered prices. Under tiered pricing, the price does not change depending on the time when the customer uses electricity. The price only changes to a higher rate when a customer uses more than 1,000 kWh per month.
Priority is also extending our internal ban throughout Canada on electricity disconnections and all utility arrears fees within Canada and the USA until May 31st, 2020. The disconnection ban put into place by the Ontario Energy Board does not apply to utility sub-metering providers but we understand that this is a tough situation for many people and our hope is that our internal ban will assist anyone who is struggling at this time.
If you are concerned about being able to pay your bill, we are here to help you. Please contact Customer Service and to see what options are available to you. You can do so through the following methods:
- Chat with a Customer Service Representative online between 8:00am and 4:00pm EDT. We have added more live chat users to help improve our response time during this period.
- Email [email protected]
- Our phone lines are open. Call 1.866.836.3837 x1 to speak with a Customer Service Representative between 8:00am and 4:00pm EDT.
April 2nd, 2020
How Priority is Assisting Customers During The Covid-19 Pandemic
As the information regarding the Covid-19 pandemic continues to evolve, we want you to know that we are here to support you.
Arrears Management: Priority has suspended all arrears management charges for all customers until May 1, 2020.
Disconnections: Priority is committing to not leaving any of our customers without power during this difficult time. We are cancelling all disconnections until May 1, 2020.
Payment Plans: Priority can offer a payment plan for those who have an account that is in arrears by more than one billing cycle. Please contact one of our Customer Service Representatives to learn more about our payment plan options.
For more information about government programs that may be available to you, please visit the links below:
- Ontario Electricity Support Program (OESP)
- Low-income Energy Assistance Program (LEAP)
- Current Government Relief Options (CERB)
If you are concerned about being able to pay your bill, we want you to know we are here to help you. Please contact Customer Service and to see what options are available to you. You can do so through the following methods:
- Chat with a Customer Service Representative online between 8:00am and 4:00pm EDT. We have added more live chat users to help improve our response time during this period.
- Email [email protected]
- Our phone lines are open. Call 1.866.836.3837 x1 to speak with a Customer Service Representative between 8:00am and 4:00pm EDT.
March 26th, 2020
Effective March 24th, all Ontario residential and small business electricity customers on time-of-use pricing will pay 10.1 ¢/kWh no matter what time of day the electricity is consumed. This pricing will be in place for a period of 45 days. The lower rate is automatically applied, and no action is required on your part. For some customers, your bill may have been printed before we were able to implement the price change. In this case, you will receive a credit on the following bill to reflect the adjustment in rate charges.
Utility sub-metering providers are exempt from the electricity disconnection ban put into place by the Ontario Energy Board. We have imposed our own internal ban throughout Canada on electricity disconnections and all utility arrears fees within Canada and the USA up until May 1st, 2020 to help you get through this uncertain time.
If you need to contact a Customer Service Representative, you can do so through the following methods:
- Chat with a Customer Service Representative online between 8:00am and 4:00pm EDT. We have added more live chat users to help improve our response time during this period.
- Email [email protected]
- Our phone lines are now open again. Call 1.866.836.3837 x1 to speak with a Customer Service Representative between 8:00am and 4:00pm EDT.
For more information, read the Government’s news release or visit https://www.oeb.ca/newsroom/2020/oeb-covid-19-update Please note that the pricing applies to time-of-use customers only and does not apply to tiered billing or global adjustments.
March 24th, 2020
As the COVID-19 situation continues to grow and evolve rapidly, we are beginning to take further action to protect our employees, their families, and our customers.
As of March 25th, we will be closing our phone lines to allow our Customer Service Representatives to work remotely. This is being done in accordance with the escalating government measures meant to curb the spread of COVID-19. All our employees will proceed to work remotely in order to avoid any disruptions in service and to continue to serve you during this unprecedented time. Our promise to you stays the same – to provide you with excellent customer service and stay true to our commitments.
If you need to contact a Customer Service Representative, you can do so through the following methods:
- Chat with a Customer Service Representative online between 8:00am and 4:00pm EDT. We have added more live chat users to help improve our response time during this period.
- Email [email protected]
- Call 1.866.836.3837 x1 and leave a voicemail indicating your name, account number and contact details. A Customer Service Representative will call you back between 8:00am and 4:00pm.
Priority will continue to take all measures necessary to ensure the well-being of our employees so that we may maintain our service standards and operations. I thank you for your trust and understanding as we navigate through this situation together.
Sincerely,
Andrew Beacom
President & CEO, Priority Submetering Solutions
March 16th, 2020
At Priority, we are watching closely as the global situation with COVID-19 continues to evolve. We are working hard to ensure the health and safety of our employees and customers, doing what we can within our offices to manage and combat this pandemic. I wanted to reach out personally to let you know what you can expect from us during this period of uncertainty.
We understand that it is our responsibility to provide nothing but the best service to our customers and remain committed to delivering excellent customer service. We hold ourselves to our high standard of transparent communication and stay true to our commitments.
Our service relies on our employees – people like you. We are helping them stay informed, updated and prepared, but most importantly, we want them to protect themselves and ensure their wellness. In order to do that, we are reducing our customer service hours effective immediately. You may experience a longer than normal response time. Your patience and understanding are greatly appreciated.
You can continue to contact customer service 8:00am – 4:00pm EDT, Monday – Friday through the following methods:
- Call 1.866.836.3837 x1
- Email [email protected]
- Chat with us online between 8:30am and 4:00pm EDT.
There may be interruptions and delays in receiving your monthly invoice if it is currently sent out by mail. In order to avoid timely delays, you can sign up for E-Billing by completing the sign-up form on our website. https://prioritymeter.com/ca/submetering/sign-up-for-ebilling/
The health and safety of our employees continues to be a top priority. We are following protocols in our office to support everyone’s health and well-being in order to continue to provide you with the exceptional customer service and support you are accustomed to.
We will continue to keep you informed and updated as the situation evolves. Thank you for your continued trust during this time of uncertainty.
Sincerely,
Andrew Beacom
President & CEO, Priority Submetering Solutions