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:

 

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