COVID-19 UPDATE

GSU & Group of Companies

Greater Sudbury Hydro | @home Energy | Agilis Networks

With everything going on in the world right now, we know you have a lot to think about. The services provided by GSU and Group of Companies shouldn’t add to your stress. We have taken the following steps to try to ease your mind, with help from the Government of Ontario.

New support for eligible residential customers struggling to pay their energy bills due to COVID-19

The Government of Ontario is providing $9 million to support residential customers struggling to pay their energy bills as a result of COVID-19. The COVID-19 Energy Assistance Program (CEAP) is delivered directly by electricity and natural gas utilities and unit sub-meter providers (USMPs), further to rules laid out by the Ontario Energy Board (OEB).

CEAP is a one time, on-bill credit for eligible residential electricity and natural gas customers to help them catch up on their energy bills and resume regular payments. Click here to visit OEB’s website for more information and to see if your household qualifies. 

HOW TO APPLY FOR A CEAP CREDIT:

It’s easy to apply. All you have to do is complete and submit an application form.

1. EMAIL THE FORM TO CUSTOMERSERVICE@GSUINC.CA:  ENGLISH  |  FRENCH

2. SEND THE FORM BY MAIL:  ENGLISH  |  FRENCH

MAIL TO:
500 REGENT STREET
PO BOX 250
SUDBURY, ON
P3A 4P1

If you have any questions, please phone our Customer Service department at 705-675-7536, between the hours 8:30am to 4pm, Monday to Friday.

Other support programs available

If you aren’t eligible for CEAP, you may still be eligible for lower-income energy support programs such as the Ontario Electricity Support Program (OESP) and the Low-Income Energy Assistance Program, which is expected to reopen later this summer.


TIME OF USE (TOU) RATE RELIEF UPDATE: The Government of Ontario is providing a fixed electricity price, known as the COVID-19 Recovery Rate, of 12.8 cents per kWh, which will be automatically applied to all time-of-use customers 24 hours a day, 7 days a week. This fixed electricity price will be in place from June 1 – October 31, 2020.

The COVID-19 Recovery Rate of 12.8¢/kWh is based on the average cost of electricity, set by the Ontario Energy Board. This fixed rate will continue to suspend time-of-use prices in a fiscally responsible manner. By introducing this new fixed rate, consumers will have greater flexibility to use electricity when they need it without paying on-peak and mid-peak prices.

Please note this change does not affect customers who pay tiered rates or those who have opted out of Regular Price Plan (RPP) to sign a contract with an electricity retailer.

Deferral of Global Adjustment (GA) Charges
Ontario is deferring a portion of Global Adjustment (GA) charges for industrial, commercial and residential electricity consumers that do not participate in the Regulated Price Plan (RPP) (i.e. pay Global Adjustment as a separate charge on the bill), starting from April 2020. The GA rate for applicable consumers (i.e., Class B) has been set at $115 per megawatt-hour, which is roughly in line with March 2020 value. Class A consumers will receive the same percentage reduction in GA charges as Class B consumers.
The government intends to keep this relief in place through the end of June 2020, subject to necessary extensions and approvals to implement this initiative.
Applicable electricity consumers will automatically see this relief reflected on their bills. Consumers who have already received their April (consumption) bill should see an adjustment on a future bill.
Please contact Greater Sudbury Hydro with questions about your bill. For more information: Deferral of Global Adjustment Charges Questions and Answers – last updated May 14, 2020

Further, we will not be disconnecting residential or low-volume small business customers while this situation continues.

Every day, we work with customers who are having financial trouble, and we will continue that practice.  If you are having trouble paying your bill, please be proactive and contact us. Start the conversation.  Whether you are a residential or commercial customer, we want to help you get through this.

*Please note that we are receiving a significantly higher number of calls and emails from customers.  You may have a longer than normal “hold” time and it may take a bit longer for us to respond to your email. Thank for your patience and understanding.

Even though our offices and all Citizen Services Centres are now closed to the public, there are still several bill payment options available. 
Visit Greater Sudbury Hydro’s Bill Payments Options Page.


For Agilis Networks telecommunications customers:

We’ve taken steps to protect staff that deliver your essential service so that we can continue to maintain the system and keep you and your team connected.

We have closed our offices to the public. You can reach us by email, telephone or by using forms on our websites.

Being connected has never been more important. Telecommunications are key to keeping your business running smoothly in these challenging times. We have divided and isolated teams in all business lines. No matter what happens, there will be people available to maintain your service and answer your questions.

Staff and our regular suppliers/contractors who may attend at a home or business are equipped appropriately. They will ask if anyone is ill or has recently returned from outside Canada, and may not enter if there is an active risk.  When they do enter premises, they will practice social distancing and appreciate that you respectfully do the same.


All companies will continue to provide essential services, and we will be deferring non-essential activities to a later date.  For Greater Sudbury Hydro all essential maintenance projects will continue in order to preserve system reliability.

It may not be “business as usual” but we know that we provide an essential service in this community, and we must ensure that lights stay on.

Be calm—we’ll get through this together.  And be kind to each other—even across social and physical distance.

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