WELCOME TO WATERLOO NORTH HYDRO wnhydro.com
WE ARE YOUR LOCAL DISTRIBUTION COMPANY Waterloo North Hydro Inc. is a municipally owned hydro distribution company serving the City of Waterloo, the Township of Wellesley and the Township of Woolwich. Our mission is to create value for customers and shareholders by providing safe and reliable electrical distribution services at competitive rates. WHAT WE DO 57,000 672 km2 60 21,490 124 Waterloo North Hydro Inc. Customers Service territory Fleet vehicles Poles in service territory Employees 2
WELCOME TO WATERLOO NORTH HYDRO We re excited to serve you! This Welcome Guide is designed to provide you with everything you need to know about your account, saving energy, safety and Waterloo North Hydro. If you have any questions, please call us at 519-886-5090 Monday to Friday 8:30a.m - 4:30 p.m., drop by our office at 526 Country Squire Road in Waterloo or email us at customersupport@wnhydro.com. WHAT S INSIDE Understanding Your Bill My Account Online System Time-of-Use Rates Payment Options Energy Saving Tips and Tools Energy Efficiency Programs Top 10 Energy Saving Tips Power Outage Information Emergency Preparedness Electrical Safety Online Tools 4 5 6 7 8 11 12 14 15 16 17 Connect with us: wnhydro.com customersupport@wnhydro.com 519-885-6840 /wnhydro @wnhydro Waterloo North Hydro Inc. 3
YOUR BILL The charges on your electricity bill go to different places. Your monthly electricity bill includes three different types of charges. Each bill contains delivery, elecricity and regulatory charges. The pie chart below helps to explain where your money goes each month and which portions of the bill Waterloo North Hydro is responsible for. For a detailed breakdown of the charges on your bill, please visit wnhydro.com/rates. Electricity The cost of electricity supplied to you during the billing period. Delivery - Distribution The cost of delivering electricity from the transmission system to your home or business Delivery - Transmission The cost of the transmission system that carries electricity from generating stations Regulatory Cost of administering the wholesale electricity system and conservation and renewable energy programs province-wide HST 28% 6% 5% 3% 58% *Percentages are based on an average residential monthly bill with consumption of 800 kwh YOUR BILL EXPLAINED To make undertstanding your bill easier, we have a handy interactive bill tool available on our website. Visit wnhydro. com/newbill to take a closer look at the various components of your monthly bill. Waterloo North Hydro Inc. 4
MY ACCOUNT Want to learn more about your energy consumption? What Can You do with My Account? Monitor your hourly, daily, and monthly consumption View your bill and manage your payment history Compare your consumption from month-to-month to help track your progress at saving energy See how the weather influences your usage wnhydro.com/myaccount As a Paperless Billing subscriber you will receive an email notification as soon as your bill is ready. Visit www.wnhydro.com/my account to access your bill details, review your consumption and much more! Safe and Secure Paperless Billing is a safe and secure option for receiving your bill Fast and Efficient No more waiting for the mail. Receive your bill instantly Access anywhere Access your bill and account info on the move from anywhere Don t miss a payment Stay on top of your payments with paperless bills and pre-authorized payment Waterloo North Hydro Inc. 5
TIME-OF-USE RATES Your electricity charges are calculated using Time-of-Use (TOU) Rates set by the Ontario Energy Board (OEB). TOU Rates are set twice a year on May 1 and November 1. For up-to-date TOU pricing, please visit wnhydro.com/rates. What Does My Electricity Do? Electricity charges are billed in kilowatt-hours (kwh). To use one kwh you would have to use 1,000 Watts of power for one hour, or 1 Watt of power for 1,000 hours. 1 kwh= Use your laptop for 20 hours Wash three loads of laundry Play five hours of video games Use your central air for 12 minutes Use your refrigerator for five hours Use a ceiling fan for three hours Use an electric furnace for three minutes Use your oven for 30 minutes Here s An Idea! Run large appliances during off-peak hours Try shifting your schedule to run your dishwasher or do your laundry during off-peak hours, typically after 7 p.m. or any time on weekends and when energy costs are at their lowest. Waterloo North Hydro Inc. 6
PAYMENT OPTIONS Waterloo North Hydro offers a number of payment options for your convenience. Choose the type of payment that makes is the best fit for you. For full details on payment options, visit wnhydro.com/paymentoptions. Pre-Authorized Payment On the due date the amount will be automatically withdrawn from your account Bank Payment Pay online or at your financial institution Pay At The Office Drop by our office to pay your bill Moneygram Pay your bill at the nearest Canada Post location Credit Card Pay using VISA, Mastercard or American Express BILLING SUPPORT If you are a customer of an electric utility and in a lower income home, you may qualify for a reduction on your electricity bill through the Ontario Electricity Support Program (OESP). Visit www.ontarioelectricitysupport.ca for more information LOW INCOME ENERGY ASSISTANCE PROGRAM The Low-Income Energy Assistance Program (LEAP) provides assistance to low-income families and individuals in our community who require financial assistance to pay their heating and hydro bills. Visit www.wnhydro.com/leap for more information. The Government of Ontario s Affordability Fund is available to customers requiring assistance to make energy saving upgrades to their home. Participants may qualify for free upgrades, including ENERGY STAR certified LEDs and appliances. Visit www.affordabilityfund.org for more information. For more information on financial assistance programs available to you Call us today at 519-885-6840 Waterloo North Hydro Inc. 7
ENERGY SAVING TIPS AND TOOLS We want to help you keep your energy consumption as low as possible and encourage you to take advantage of a number of no or low-cost ways to improve your home s energy efficiency and lower your total energy costs. Much of your home s energy usage comes from a few major appliances. Here are some helpful suggestions to help you lower energy usage in these larger energy using appliances. Clothes Dryer Electric clothes dryers use three times more energy than your washing machine, but by following a few easy tips you can lower your monthly usage and reduce your total costs Dry your clothes on an outdoor clothesline during warmer months Refrigerator and Freezer Older, inefficient refrigerators can cost over $10 per month in electricity to operate. We recommend replacing inefficient older fridges and freezers or any secondary fridge or freezers with ENERGY STAR fridges or freezers. However, if you re not in the market for a new appliance, these tips will also help lower your energy consumption. Regularly vacuum coils to remove any dust or debris that could make your fridge and/or freezer work harder Keep the temperature in your fridge between 2 and 5 degrees Celsius. The temperature of your freezer should be -18 degrees Celsisus Don t overload your fridge or freezer. Both appliances are most efficient when they are filled properly Only use your dryer during off-peak Time-of-Use periods Dry full loads, but don t overload your dryer Dehumidifier Dehumidifers are a large part of your household energy usage. Upgrade to an ENERGY STAR certified dehumidifier that: Have more efficient refrigeration coils, compressors, and fans Remove the same amount of moisture as a conventional dehumidifier, but use nearly 30 percent less energy Waterloo North Hydro Inc. 8
Central Air Conditioner At the hottest times of the year, central air conditioners can account for up to 1/3 of Ontario s electricity demand. We can help you cut down on your costs while beating the heat with these tips: Keep windows and doors closed when your Air Conditioning is on Keep your blinds and curtains closed during the day to help lower the temperature of your home by shielding out the sun Install a ceiling fan to help circulate cool air throughout your home Use a programmable smart thermostat to schedule your air conditioning to run during off or mid-peak periods Change the filter monthly Don t plant flowers or shrubs within a meter of your air conditioning unit to prevent your unit from overworking Pool and Hot Tub Pool and hot tub pumps are among the highest energy consumers in your home. Help manage your electricity usage by switching to a variable-speed pool pump and receive a $400 rebate through the Poolsaver Program while saving up to $2,960 in energy costs over the next ten years. We also recommend the following actions: Keep your pool and hot-tub covered when not in use Use timers to operate your pumps and heaters so you can run them during off-peak periods when prices are at the lowest Use the Right Appliances for the Job Saving energy can be as simple as selecting the right appliance at the right time. Use your barbecue instead of your stove top for meals whenever possible to lower your consumption. If you re cooking a small meal, try a microwave oven, toaster oven or slow cooker, they also use less energy than electric stoves. Waterloo North Hydro Inc. 9
ENERGY SAVING TIPS AND TOOLS There are many different factors that contribute to higher electricity bills. The age and condition of appliances, weather, and usage during mid and on-peak periods can all impact your monthly bill. We d like to help you keep your consumption as low as possible. Here are a number of tips designed to help you better manage your energy consumption and keep your costs down. For more energy saving tips, visit: www.wnhydro.com/energyefficiency Waterloo North Hydro Inc. 10
ENERGY EFFICIENCY PROGRAMS Waterloo North Hydro is proud to support our customers in their efforts to save money on energy costs. Great habits start at home and every member of your family can do their part. Start saving today. Heating & Cooling Incentive Program Save up to $850 with furnace and air conditioning rebates and live more comfortably. Electric heating? Get up to $4000 in heat pump rebates. Upgrade your heating and cooling system and you could save you up to $325 a year in energy costs. Install a heat pump and reduce your heating costs by up to 50 per cent. Visit wnhydro.com/en/conservation/heating-and-cooling-program.asp Save on Energy Deal Days Save instantly when your purchase energy efficient products, including LEDs, power bars, dimmer switches and more. Visit a participating retailer during Save on Energy Deal Days to save instantly and enjoy energy savings all year-round. To see a list of energy saving products and find a participating retailer near you visit wnhydro.com/dealdays Poolsaver Program Are you a pool owner? Most constant-speed swimming pool pumps run 24/7, often at a higher speed than necessary. That s a big opportunity to save electricity! Replace your constant-speed pool pump with a variable-speed pump today and receive a $400 rebate through the Poolsaver Program. Find out more about how you can save money and lower your electricity usage through this program at wnhydro.com/poolsaver Waterloo North Hydro Inc. 11
TOP TEN ENERGY SAVING TIPS 1 Use LED Bulbs One light emitting diode (LED) can save you three times its purchase cost in electricity. 2 3a Install a Programmable Thermostat During the heating season, set your programmable thermostat to automatically lower the heat by a few degrees at night or when you are away. Replace Your Old Refrigerator or Freezer Refrigerators and freezers are two of the biggest electricity users in your home these old, inefficient appliances can cost well over $10/ month in electricity. When purchasing a new one, be sure to check the EnerGuide label and look for the ENERGY STAR symbol so you are certain of energy savings. 3b 4 Get Rid of Your Second Refrigerator It may be convenient having an extra refrigerator, but those cold beverages are costing you up to $125 per year. Wash Your Laundry in Cold Water You can save energy and money by washing all of your laundry in cold water. If you currently both wash and rinse in warm water, and you switch entirely to cold, you could save over $14 a month (based on electric water heating). Waterloo North Hydro Inc. 12
7 Install Insulation You can save energy and money by increasing the amount of insulation in your home, to keep it warmer in the winter and cooler in the summer. The attic and basement are good places to start. 8 Use Motion Sensor Switches and Timers To avoid leaving your outside lights on for long periods of time, install a motion sensor that turns the lights on automatically when someone approaches the house and then turns the lights off after a pre-set period of time. 9 Rely on Your Fans 5 6 Look for the ENERGY STAR Label ENERGY STAR is an international symbol that identifies many energy efficient products. The ENER- GY STAR symbol helps businesses and consumers identify products that are at the top of their class in energy efficiency. Eliminate Drafts in Your Home Air leakage around windows, doors, vents and electrical outlets can account for as much as 25% of your total heating costs. That means there are significant savings available if you caulk and weather-strip windows, doors, dryer and other vents. Use fans instead of air conditioning when possible. Fans cost pennies to operate and can lower the temperature in the room by up to 2 C. 10 Use LED Seasonal Lighting Using LED lights both inside and outside your home, during the holiday season, is a great way to conserve energy and save money. LED lights use up to 95% less energy and last at least seven times longer than regular lights. Waterloo North Hydro Inc. 13
POWER OUTAGE INFORMATION Waterloo North Hydro provides reliable electrical service to all homes and businesses within our service territory. From time to time, outages can occur. Most power outages are unintended, brief and the result of extreme weather. In some cases, outages are planned in order for Waterloo North Hydro to perform maintenance and service. If your power has gone out or you re having trouble with your electricity please check the Outage Map for current power outage updates. The Outage Map is an interactive, real-time interface consisting of a familiar street level base map that provides customers and stakeholders with the opportunity to see outages across Waterloo North Hydro s service territory in a web and mobile friendly interface. The Outage Map will show current and historic, planned and unplanned outages and will provide the following information: Geographic location of the outage The cause of the outage Approximate number of customers impacted Estimated time for restoring power, and details outlining the restoration of power Visit wnhydro.com/outagemap for real-time outage updates, call 519-886-5090 to report an outage. Waterloo North Hydro Inc. 14
EMERGENCY PREPAREDNESS Safety is always the top priority in severe weather or during power outages. There are a number of things you can do to make sure you and your family are prepared in the event of a prolonged outage or extreme weather event. Know the risks Get a kit Make a plan Prepare an Emergency Kit Prepare for at least 72 hours with the following: Flashlights and batteries Battery operated radio and clock Cell phone Candles and waterproof matches or a lighter Blankets, coats, hats and gloves Plastic garbage bags First aid kit Bottled water Manual can opener Prescription drugs, contact solution Extra cash Non-perishable food such as canned goods Sleeping bags Toilet paper, other personal toiletries A loud whistle Battery Charger for Cell Phone and portable battery bank Here s An Idea! Make a Plan Every household needs an emergency plan. It will help you and your family know what to do in case of an emergency. It will take you about 20 minutes to make your plan. Your family may not be together when an emergency occurs. Plan how to meet or how to contact one another, and discuss what you would do in different situations. For tips on making your family s emergency kit visit getprepared.gc.ca Remember... Never touch downed wires or low hanging wires. Telephone or cable television wires that touch a power line can be deadly. Stay at least 10 metres, or the length of a school bus, away from downed power lines and in an emergency call 911. Never try to make your own electrical repairs to Waterloo North Hydro equipment. Let our dedicated and highly trained crews do the work. If you require repairs to your home s electrical equipment, visit esasafe.com to find a Licensed Electrical Contractor. Waterloo North Hydro Inc. 15
ELECTRICAL SAFETY It s the Law! Call or Click Before You Dig Call Ontario One Call at least five business days before starting your project to receive your free locate. Visit on1call.com to complete your locate request online or call 1-800- 400-2255 to request your free locate today. 3m Don t Tamper with Electrical Equipment Transformer boxes are not a toy! Keep children away at all times and ensure you keep plants and shrubs at least three metres from the front and one metre from the back and sides of the transformer box. Look Up! Look Out! When using ladders, stay at least 3 metres (10 feet) away from all overhead powerlines. Be aware of your surroundings and avoid contact with overhead lines by maintaining a safe distance at all times. What to do if a powerline contacts your vehicle Should a power line fall on your vehicle, stay inside until help arrives. Only get out of your vehicle if there is a fire hazard. If you must exit, jump clear of the vehicle with both feet hitting the ground at the same time and shuffle away with your feet always touching the ground. Waterloo North Hydro Inc. 16
ONLINE TOOLS We understand that you are busy and we strive to improve your experience with us by providing online tools to help make completing service requests easy and efficient. Report a Problem with a Streetlight We appreciate you letting us know about streetlights that need service. If you notice streetlights that are always on, always off, cycling, or in need of repair, please complete our online form: wnhydro.com/streetlight Moving? Let us Help! We can t help move your couch, but we can help make your move easier. If you re moving within our service territory, fill out our easy to use online form and cross one more item off your to-do list: wnhydro.com/yourmove Complete a Service Request Form Do you require help with the electrical system at your home or business. Visit us online to schedule your service request today: wnhydro.com/servicerequest Register as a Critical Care Customer If your life, or the life of a loved one, depends upon electrically-powered medical equipment, such as a ventilator or a dialysis machine, please let us know. By letting us know, we can place you on our Critical Care Customer Notification List: wnhydro.com/criticalcustomer Waterloo North Hydro Inc. 17
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CONTACT US Main Office Waterloo North Hydro Inc. 526 Country Squire Road Waterloo, ON N2J 4G8 Phone: 519-886-5090 Fax: 519-746-0133 Billing 519-886-5090 billing@wnhydro.com Customer Support 519-885 -6840 customersupport@wnhydro.com Credit Services 519-886-5090 creditservices@wnhydro.com Energy Efficiency 519-886-5090 energyefficiency@wnhydro.com Engineering 519-888-5552 eclerk@wnhydro.com Operations 519-888-5577 operations@wnhydro.com Locate Request www.on1call.com 1-800-400-2255 Waterloo North Hydro Inc. 19
526 Country Squire Road Waterloo, ON N2J 4G8 Connect with us: www.wnhydro.com facebook/wnhydro Twitter: @wnhydro 519-886-5090 Waterloo North Hydro Inc. 20