Every winter, Ontario bans utilities from cutting off homes for unpaid bills. But the ban doesn't erase what you owe. Here's what it covers, the payment-plan rights you have all year, emergency help if you're behind, and how to dispute a bill with the Ontario Energy Board (OEB).
What the Winter Ban Does, and Doesn't Do
- It does: stop licensed electricity and natural gas utilities from disconnecting residential customers for non-payment, every year from November 15 to April 30.
- It does: require homes already disconnected for non-payment to be reconnected by December 1, at no charge.
- It doesn't: pause your bill. Utilities can still charge late fees, and balances and interest keep building, so keep paying what you can.
- It doesn't: apply to multi-unit buildings served by unit sub-meter providers.
If You're Behind: Rights That Apply All Year
| Rule | What electricity utilities must do |
|---|---|
| Disconnection notice | At least 14 days' notice, after an overdue notice at least 7 days earlier |
| Health risk | At least 60 days' notice if a physician documents a health risk |
| Owe less than 2× your average monthly bill | At least 5 months to repay under an arrears agreement |
| Owe more than that | At least 10 months to repay |
| Down payment | Up to 15% of what you owe |
Emergency Help: LEAP
If you're behind and facing disconnection, the Low-income Energy Assistance Program (LEAP) may pay part of your bill directly to your utility:
- Up to $650 for electricity ($780 if your home is electrically heated)
- Up to $650 for natural gas
Eligibility depends on household size and income. For example, a household of four with after-tax income up to $65,000 qualifies. You apply through a local LEAP intake agency, listed on the OEB website. If the agency tells your utility it's assessing you, disconnection is delayed for up to 21 days.
Eligible low-income customers may also be exempt from security deposits, and their reconnection fees are waived.
Disputing a Bill: Utility First, Then the OEB
1Contact your energy company and try to resolve it. Note the date, who you spoke with, and what they said.
2Complain to the OEB if it isn't resolved: 1-877-632-2727 (Monday to Friday, 8:30 a.m. to 5 p.m.). Have your account number, your contact details, and a timeline ready.
3Watch for confirmation. The OEB says it confirms your complaint in writing within 2 business days, and contacts you within 1 business day if the complaint is about a disconnection.
Put your billing dispute in writing, with dates and amounts, before you call your utility or the OEB.
Draft It With Asya →Frequently Asked
When is the winter disconnection ban in Ontario?
Every year from November 15 to April 30. Utilities can't disconnect residential customers for non-payment during that period, and homes already disconnected must be reconnected by December 1.
Do I still have to pay my bill during the winter ban?
Yes. The ban stops disconnections, not charges. Utilities can still charge late fees, and balances and interest keep accumulating.
How do I complain to the Ontario Energy Board?
Contact your energy company first. If it isn't resolved, call the OEB at 1-877-632-2727, Monday to Friday, 8:30 a.m. to 5 p.m., with your account number and a timeline of what happened.
What is LEAP in Ontario?
The Low-income Energy Assistance Program gives eligible customers who are behind on their bill up to $650 for electricity ($780 if electrically heated) and up to $650 for natural gas, paid directly to the utility.
Sources & Verification
Figures, rules, and contacts in this article come from official sources:
- Ontario Energy Board — Rules for electricity utilities
- Ontario Energy Board — Winter disconnection ban (2025)
- Ontario Energy Board — Low-income Energy Assistance Program
- Ontario Energy Board — We're here to help (complaints)
- Ontario Energy Board — Contact
Learn more about how ComplaintCA verifies information on our About page.