Frequently asked questions
My account and billing
MyEnergyXpert tool helps you evaluate your home energy use and find you energy savings. You can complete an online energy self-audit just by answering a few simple questions about your homes energy use. You’ll learn how to reduce your energy consumption, lower your monthly bills, and be given an Energy Savings Improvement Plan specific to your needs. Start your online audit today.
You may call Customer Care at 1-877-362-7434 to resolve your concerns or questions. Additionally, a Customer Service Representative can also arrange for a supervisor to contact you.
If you have spoken with a supervisor and you still feel that your inquiry has not been resolved, you may contact our Customer Ombudsman.
Anne Creery, Customer Ombudsman
P.O. Box 650
If your concerns have not been resolved to your satisfaction, you can contact the Ontario Energy Board.
Enbridge does not sell anything door to door. We also don’t rent, sell or service natural gas appliances such as furnaces or gas stoves. Our representatives may visit your property for a variety of reasons, including reading your meter. Always ask to see their Enbridge photo ID.
Enbridge provides a billing service to many different energy-service companies that are not owned by or affiliated with Enbridge. If you decide to buy a product or service from a participating company, their charges will appear in the section called “Charges From Other Companies”.
Enbridge does not recommend, endorse or guarantee the products or services offered by such companies.
You should only provide your personal information, including your Enbridge account number, if you’ve decided to enter into a contract with a participating company. The service provider’s name and phone number will appear with their charges on your bill. For questions about their product, service or charges, contact them directly.
View the list of participating companies.
You can let us know that you are moving using our online request form . When you change your address, your Enbridge Gas account number will also change. After you move, change your account number in your bank account settings so the payment is applied correctly.
As a last resort, we will shut off your gas meter and put a lock on it if you do not pay your natural gas bills. To unlock your meter and reconnect your gas, you have to pay the full outstanding payment, a security deposit, and a fee to cover the costs of shutting off your service. After these payments have been made, Enbridge will restore your service, within 2 days.
You can use MasterCard, VISA, or VISA Debit. Prepaid credit cards are not accepted.
Yes. For credit cards, an additional charge of 1.75% of the total Enbridge payment amount applies. This charge will appear as a separate item on your credit card bill.
No, you will no longer receive hard copies of your bill once you sign up for eBill.
At Enbridge, we take phishing and spoofing attempts on our customers very seriously. Learn more about how to report a suspected fraud, scam, or phishing attempt.
If your carbon monoxide alarm goes off or you suspect there may be carbon monoxide in the building:
- Open windows and doors to let fresh air in.
- Call 911 or your fire department.
- Leave your house and seek medical attention for anyone showing symptoms of carbon monoxide poisoning, which are similar to the flu.
Carbon monoxide has no smell, taste or colour but is very poisonous.
Some natural gas appliances also need electricity to work. For example, your furnace uses natural gas to produce heat, but uses electricity to make the fan and thermostat work. In the event of a power outage or electrical issue, your natural gas appliances may be affected.
If you have a hearing or speech impairment and use a TTY (Teletypewriter) device, you can use the Bell Relay Service to communicate with us.
For more information about this service, contact Bell Canada directly at 1-800-268-9242.
For more information about TTY devices and similar equipment, contact
Natural gas rates
Enbridge Gas Distribution and natural gas marketers determine rates differently, so it is difficult to do a direct price comparison. At Enbridge, the gas supply charge is based on the expected prices of natural gas for the next year. We review prices every three months and adjust them if needed. Our rates are approved by the Ontario Energy Board. Natural gas marketers have different contracts with terms and conditions.
When a customer chooses to get their supply from a marketer, the price is determined by their contract. When customers sign an agreement, they know what their gas supply charge will be for the term of their contract.