FAQs

When your building is “bulk” metered, your utility costs are included in your maintenance fees or your “rent”. When your suite is NOT suite metered, you are paying for the utility usage of residents who use more utilities than you. When your suite is metered, you are in control of how much you use and ultimately, how much you pay.

Depending on the type of meter that is installed, your meters will be read either remotely or manually.

No. Whether Priority reads your meter remotely or manually, you do not have to be home.

Priority does not supply the electricity to your building. The electricity is supplied by the local utility provider and Priority acts as a third-party billing service. Priority has been contracted by the Condominium Corporation or, in the case of a rental property, the Property Management Company to read the suite meters installed at your site and to bill the individual suites for the actual amount of utilities that are used.

Priority is not a utility provider therefore we do not establish the electricity, water, or other rates listed on your invoice.

Electricity rates and charges can vary depending on your province and the time of year. To understand electricity prices in the province of Ontario please visit our Rates page

Here, you will find information regarding how and who establishes these prices and additional information including the updated electricity rates for Ontario Households and Small Businesses.

For electricity rate inquiries regarding any other Canadian provinces please contact Customer Service. 

As part of our commitment to provide you with safe and reliable utility billing solutions, we have clearly outlined PRIORITY’s Conditions of Service including how we work with our customers. This document contains information on account administration, including rates, conditions, billing procedures and connection policies. For details please view our full Conditions of Service here.

Should you have any questions regarding PRIORITY Terms and Conditions please feel free to contact our Customer Service Department.

As part of our commitment to provide you with safe and reliable utility billing solutions, we have clearly outlined PRIORITY’s Privacy Policy including how we protect your personal information. We are committed to maintaining the accuracy, confidentiality, and security of your personal information. We use industry standard technologies and maintain security standards to ensure your private information is protected against unauthorized access, disclosure, inappropriate alteration or misuse. We invite you to view our full Privacy Policy here.

Should you have any questions regarding PRIORITY’s Privacy Policy please feel free to contact our Customer Service Department.

Each suite in your building will receive a bill monthly. There are a few exceptions where buildings receive a bill every two months. Your first bill may be for a longer or shorter period of time depending on when Priority received resident information for account set up and for new developments, how quickly or slowly your building is occupied.

The type of utility you are being billed for depends on the contract established between Priority and your building. There are several possible utilities you can be billed for including electricity, water, hot water, thermal, or gas. A combination of these utilities may be billed.

You will receive your first bill within 4-8 weeks of your move-in date. If you live in a newly developed building, it is possible that it may take longer.

To receive notification that your bill is ready to be viewed online, go to www.prioritymeter.com under the Residents and Tenants tab choose ‘Sign up for ebilling’. Alternatively, please login to your account under the “My Account” section and choose the “Receive Invoice By Mail and E-mail” option. Priority will send you a notification that your bill is ready to be viewed online. To login to your account please go to www.prioritymeter.com under the “My Account” page and select the “Log in as a resident” button using your Priority account number and your assigned access code or password located in the lower right corner of your bill. If your bill does not have this information on it please call Customer Service and they will issue you an access code over the phone.

To update your email address for billing notifications, go to www.prioritymeter.com. Login to My Account which can be located under the “Residents & Tenants” tab. Once you are in your account, click on the “Profile” tab. On the third line, you will see an “Email” section which can be used to update your email address. Don’t forget to save your changes.

Alternatively, you can e-mail our Customer Service Team at [email protected], or live chat with an agent directly, Monday – Friday, 8 am – 5 pm ET, by visiting our “Contact Us” page and starting a chat located in the bottom right-hand side of our webpage.

Your account number and access code are both located on your invoice.  The account number is a 12 digit number located in the top right-hand corner of your invoice, while the access code is a series of numbers and letters and is located below the “Charges Summary” section of your invoice.  It is highlighted by the statement “To view your bill online, please use Access Code.“

When entering your account number on some online banking sites it may be necessary to eliminate the dashes in your account in order for the banking site to accept the account number. If you are still having issues, please contact your bank directly.

When completing a move-in or move-out form, Priority will ask for your ID. This is done to confirm and protect your identity regarding your account.

Priority Privacy Statement: We, at Priority, are committed to maintaining the accuracy, confidentiality, and security of your personal information. We use industry-standard technologies and maintain current security standards to ensure that your personal information is protected against unauthorized access, disclosure, inappropriate alteration, or misuse. For further details and to view our full privacy policy click here. 

An administration fee is a part of any and all utility bills, no matter who is billing your building (another provider or local utility). This fee is often hidden among other charges. Even by paying the administration fee, you are still saving money as we offer one of the lowest fees in the industry.

The set-up fee is a one-time charge on the account and includes an initial meter read.

The delivery charge includes the cost of delivering electricity from generating stations across the Province to your utility provider and to your home or business. This includes the costs to build and maintain the transmission and distribution lines, towers, poles and to operate provincial and local electricity systems. Your bill will increase or decrease depending on the amount of electricity that you use.

Security deposits are used to pay your bill, should you fail to pay it. Deposits are charged by all utility companies and are held on your account for 1 year. Once good payment history has been established (after the 1 year mark) your deposit is credited back to your account with interest (prime less 2%).

Your deposit may be waived if you can provide to Priority, a Credit Reference Letter from another Canadian utility company. You also have the option to sign up for Pre-Authorized Debit; which once completed, your deposit will be waived or returned.

Priority is not a utility provider therefore we do not establish the electricity, water, or other rates listed on your invoice.

Utility rates fluctuate depending on the time of year.

Electricity Rates: The Ontario Energy Board and the local utility provider set the rates for electricity. For your convenience, we have listed current electricity rates on our website or for more information please visit OEB Electricity Rates.

Water Rates: These are set by your municipality

Gas Rates: These are set by the local gas supplier

Priority does not retain any charges relating to your utility consumption. Only a portion of your utility bill has a fixed charge, which is retained by Priority. The utility charges on your bill are a recovery of your portion of the bulk utility bill from the utility provider.

There are several payment options for you to choose from:

• In-person at your respective banking institution
• Online banking
• Credit Card (Call paymentus @ 1.866.837.4931 or visit http://ipn.paymentus.com/rotp/pbsi) Please note Paymentus charges a convenience fee (1.75% of the payment amount) that is applied to all credit card payments.
• Cheque
• Telephone Banking
• Pre-Authorized Debit

We are unable to change Pre-Authorized Debit payment due dates. Your due date is system generated to coincide with the date that your buildings main utility bill is issued.

If payment is received late, a late fee will be applied to your next bill.

If you made a payment after the “Due Date” but before the next billing period there may not have been enough time to process that payment before the next bills were mailed out. Customer Service can verify whether a payment has recently been applied to your account or you can check your account online by visiting our website at www.prioritymeter.com and logging on the “My Account” page.

You can sign-up for Priority’s PAP/PAD conveniently and easily. Simply complete and submit your PAP/PAD sign-up form by clicking here. Make sure you input your information correctly the first time; if the information submitted is incorrect, and the PAP/PAD application is rejected by the bank, you will be charged a $25 administration fee.

Please allow up to 5 business days for processing. 

Priority Privacy Statement: We, at Priority, are committed to maintaining the accuracy, confidentiality, and security of your personal information. We use industry-standard technologies and maintain current security standards to ensure that your personal information is protected against unauthorized access, disclosure, inappropriate alteration, or misuse. When completing a move-in or move-out form, Priority will ask for your ID. This is done to confirm and protect your identity regarding your account. For further details and to request or view our full privacy policy click here. 

Our priority is your convenience – Pre-Authorized Payment (PAP) or Pre-Authorized Debit (PAD) can be easily set up by inputting your banking information here.

Make sure you input your information correctly the first time; if the information submitted is not correct, and the PAP/PAD application is rejected by the bank, you will be charged a $25 administration fee.

When you start a new account with Priority, you will be required to pay a deposit. However, when you sign up for PAP/PAD, your deposit may be waived or returned.

Priority Privacy Statement: We, at Priority, are committed to maintaining the accuracy, confidentiality, and security of your personal information. We use industry-standard technologies and maintain current security standards to ensure that your personal information is protected against unauthorized access, disclosure, inappropriate alteration, or misuse. For further details and to view our full privacy policy click here. 

You can cancel, change, or update your banking information for your PAP/PAD by clicking here. Make sure you input your information correctly the first time; if the information submitted is incorrect, and the PAP/PAD application is rejected by the bank, you will be charged a $25 administration fee.

Please note that we require 5 business days in advance notice of your withdrawal date/bill due date in order to process these changes.

Priority Privacy Statement: We, at Priority, are committed to maintaining the accuracy, confidentiality, and security of your personal information. We use industry-standard technologies and maintain current security standards to ensure that your personal information is protected against unauthorized access, disclosure, inappropriate alteration, or misuse. When completing a move-in or move-out form, Priority will ask for your ID. This is done to confirm and protect your identity regarding your account. For further details and to request or view our full privacy policy click here. 

If you have just moved into a suite that is sub-metered by Priority, you will want to set up your Priority account. Be sure to notify your Property Manager and Priority.

To set up your account, complete our Move-In form –  Priority requires that you submit your written notification by completing our move-in form. You can do this online or by mail.

Set Up Your Account Directly Online

Set Up Your Account by Mail or Email

An email will be sent to confirm Priority has received your form. A second email will be sent to you once your account is set up or has been closed.

Your account number and access code will be sent to you via email once your account has been setup.

To change your access code or password, log in to “My Account” by inputting your account number and current access code. If you do not know this information, you can find your account number and access code on your bill.

Once you are logged in, click the menu tab titled “Profile” which will be located in the top left corner of your account.

From here, input your new access code. This must be a minimum of 8 characters and must contain at least 1 uppercase letter and 1 number.

Confirm your new access code by inputting the same password and click “update”

If you need assistance updating your access code/ password please feel free to contact our Customer Service Department. One of our dedicated Customer Service Representatives will be happy to assist you.

Before you can log into your account, you need to set up your account including your billing information.

To log into your Priority account:

• Select the “My Account” tab at the top of the home page. Enter your Priority Account Number (located in the upper, right corner of your bill) and Access Number (found in the lower, right corner of your bill).
• The “Statement” window shows all of your account’s activity including bills issued, the Statement Date, Payments Received and Balance.
• Just above the “Statement” window is the “Invoice List” window. This window shows the Billing Periods for each bill issued, the number of days, the dollar amount of a bill and the Due Dates.
• By clicking on a particular “Billing Period” you will be able to see the details of that particular bill in the “Billing Detail” window to the right of the “Invoice List” window.
• You can then print a copy of this bill by selecting the green “Preview” button located just above the “Billing Detail” window. Select “File” and then “Print” to print a copy of the highlighted bill.

If your Condominium Corporation has no rules that prohibit tenants from being named on the utility accounts you need to take the following actions:

• Your tenant must complete the “Move In Form” and send it to Priority through our online form submission (or by email or mail). The online form submission is available on our website at www.prioritymeter.com or we can send you a hard copy form by mail. Forms may be available from your Property Management Office.
• Please be sure all of the information is filled out including the date Priority is to start billing the tenant. An “Account Set Up Fee” may be applied to the tenant’s first bill.
• Priority makes our best effort to collect monies owing from tenants and will send “Past Due Notices” if applicable to the tenant.

If you are moving out of a Priority sub-metered unit, you will want to notify your Property Manager and Priority.

Complete our Move-Out form –  Priority requires that you submit your written notification by completing our move-out form. You can do this online or by mail.

Complete the Move-Out form online: You can complete our online form and submit directly through our website. To access the online form click here.

Please be sure to correctly fill in all the spaces on the online form to avoid any problem with closing your account. Once you have input the required information, click “submit”. It will take up to 5 business days to process the form. Your final bill will be sent to your forwarding address in 4-6 weeks from the day of the form completion.

Priority Privacy Statement: We, at Priority, are committed to maintaining the accuracy, confidentiality, and security of your personal information. We use industry-standard technologies and maintain current security standards to ensure that your personal information is protected against unauthorized access, disclosure, inappropriate alteration, or misuse. When completing a move-in or move-out form, Priority will ask for your ID. This is done to confirm and protect your identity regarding your account. For further details and to view our full privacy policy click here. 

Complete the Move-Out form by mail: To notify Priority of your move-out by mail, you will require the hard copy forms. To download these forms click here.

Please be sure to correctly fill in all the space on the hard copy form to avoid any problem with setting up an account. Once you have input the required information, you can send it to Customer service at [email protected] or by mail:

132 Walsh Rd.

Lindsay, ON

K9V 4R3

After we receive your form in the mail, it will take up to 5 business days to process the form. You will receive your first invoice 4-8 weeks from the day of the form completion.

Priority Privacy Statement: We, at Priority, are committed to maintaining the accuracy, confidentiality, and security of your personal information. We use industry-standard technologies and maintain current security standards to ensure that your personal information is protected against unauthorized access, disclosure, inappropriate alteration, or misuse. When completing a move-in or move-out form, Priority will ask for your ID. This is done to confirm and protect your identity regarding your account. For further details and to view our full privacy policy click here. 

An email will be sent to you once Priority receives your Move-Out form. A second email will be sent to you once your account has been closed.

Priority bills 1-2 months behind, as we follow the billing cycle of your buildings main utility bill. Your final bill will have a notice at the top indicating it is your final bill.

If you are an electricity customer with a life-threatening medical condition, and you depend on a medical device requiring a lot of electricity, you will want to also complete our Medical Consent Form.  Please feel free to also view our Medical Equipment Disconnection Policy.