Frequently Asked Questions

• How can I pay my bill?
• Do you accept payment by credit card?
• Do you offer Pre Authorized Payment Plans?
• What is the procedure for starting or canceling electric service?
• Can I call in my meter readings?
• When is a security deposit required?
• What is the Privacy Act?
• Why is my bill so high?
• What should I do during a power outage?
• Where can I locate a Drop Box?
• Commonly requested telephone numbers and other web-site information.

VERIDIAN offers a number of options to pay your bill.

• By Mail
  Box 4466, Station ‘A’, Toronto, ON M5W 4C5
• Drop Box - click for locations
• Financial institutions, including phone and Web banking
• For your convenience VERIDIAN offers two Payment Plans: Equal Payment Plan or Variable Payment Plan

No - VERIDIAN does not accept credit card payments at this time. We accept cheques, and payments made through telephone banking, internet banking, trust companies and financial institutions.

For your convenience VERIDIAN offers two Payment Plans: Equal Payment Plan or Variable Payment Plan.

• Equal Payment Plan: Your previous 24 months of electricity usage (when available) will be used to calculate an equal payment amount, to be withdrawn from your account on your choice of the 15th or the 28th of each month.
  
  We will review your account and electricity consumption annually and adjust – if necessary – to equalize your total charges and payments made. As a result, you may see an increase or decrease in your monthly payments to reflect this adjustment.
  
  Important updates and messages regarding equal payment plans are presented on your bill – we ask you to review this information carefully.
   
• Variable Payment Plan: You receive a bill from VERIDIAN CONNECTIONS based on your normal billing frequency. On the due date, the entire amount owing on that bill will be automatically withdrawn from your account.

To enroll in either of these plans, please call our Customer Care Department, Monday to Friday between 8:30 a.m. - 4:30 p.m. at 905-420-8440, extension 5300 from Ajax and Pickering, 705-687-2321 from Gravenhurst and 1-888-420-0070, extension 5300 from all other service areas. Alternatively, you can complete the  Enrollment Form and fax or mail it with a VOID cheque to:

VERIDIAN CONNECTIONS Inc.
55 Taunton Road East
Ajax, ON L1T 3V3
Fax number: 905-837-7861

If you are moving and need to cancel your electric service or open a new electricity account, please contact our Customer Care Department, Monday to Friday between 8:30 a.m. - 4:30 p.m. at 905-420-8440, extension 5300 from Ajax and Pickering, 705-687-2321 from Gravenhurst and 1-888-420-0070, extension 5300 from all other service areas.

You can also use our  on-line Move Out form or the on-line Move In form.

To ensure a meter reading takes place when moving in or moving out, please call at least two business days in advance and have the following information ready:

• Your VERIDIAN account number
• Your New and Old addresses
• The FINAL date of service and the New date of service required
• Your new telephone number

For new accounts, we require both a completed Electric Service & Energy Contract and Personal Information Consent Form.

Absolutely. You can call in your meter reading by contacting us at 905-420-8440, extension 5300 from Ajax and Pickering, 705-687-2321 from Gravenhurst and 1-888-420-0070, extension 5300 from all other service areas. If you have a touch-tone telephone, you can enter your reading digitally by using the numbers on your phone.  Our Automated Information Services Line will confirm the numbers you have entered. If you do not have a touch-tone telephone, leave us a voice- recorded message with the reading.

You can also use our on-line meter reading form. Click here for details. 

A security deposit is required for each residential account, and the amount of the deposit is calculated on the basis of estimated consumption. If you have previously had an account with VERIDIAN, or another gas or electricity service provider in Canada where you maintained a good payment record, the security deposit may be waived, provided that you supply a letter of reference from the other utility.

VERIDIAN pays interest on your deposit monthly (at the Prime Business Rate as published on the Bank of Canada website, less 2 per cent) and credits it directly to your account.

Commercial accounts may require a security deposit calculated on estimated consumption, to be held until the account is closed. For further information, please refer to the Electric Service & Energy Contract- General Service Customers.

Refer to section 2.4.3 of our Conditions of Service for details.

Conditions of Service

The collection, use and disclosure of personal information in Canada is governed largely by the federal Personal Information Protection and Electronic Documents Act, commonly known as PIPEDA.

VERIDIAN complies with PIPEDA, and is committed to keeping its customers’ personal information accurate, confidential, secure and private.

To maintain confidentiality, account information is released only to the person or persons named on the account, and then only when the requester’s identity is confirmed by providing a personal password.

Increased electricity consumption resulting from extreme weather conditions (very hot or very cold) is the typical cause of higher electricity bills. Increased consumption can also result from a lifestyle change, such as the addition of a pool, hot tub or an air conditioning unit.

To understand the impact of these changes on your electricity consumption, review what appliances you have, and how often and how long they are used. In addition, the number of people in the household will significantly affect electricity consumption.

When you experience an interruption:

• Unplug sensitive appliances such as computers, refrigerators, TVs, and stereos.
• Call our Customer Services Department to inform us of the outage and receive an update on when power will be restored.

Remember: Be prepared for a power outage:

• When buying clock radios and other household electronic appliances, consider a product with a back up battery supply.
• Reserve a drawer or shelf for emergency supplies. Include a flashlight with fresh batteries, a battery-operated radio, matches and candles.
• If you have an automatic garage door opener, review your owner's manual to learn how to open it manually.
• Consider an uninterruptible power supply (UPS) for your home computer. It will allow you to save your computer files safely without losing your work.
• If someone in your home relies on electrically operated medical equipment, make sure you know what to do in the event of a power interruption. Check with your doctor or the manufacturer of the equipment.

If the power does go out….

• Never use barbeques or propane stoves indoors. The fumes can be lethal!
• Don’t hook up a generator to your home's electricity distribution system without an inspection by the Electrical Safety Authority. It is illegal and if done improperly could kill someone working on the electricity lines.
• Disconnect appliances and unplug sensitive electronic equipment. Remember to leave one light on so you know when the power is restored.
• Remember that your pipes may freeze if the temperatures are low and the interruption prolonged. Leave a tap running to slow down the freezing process or consider draining your pipes.
• The food in your freezer will stay frozen for 12 to 48 hours. Most food in your refrigerator will keep for up to 24 hours. Dairy products, however, should be discarded after six hours without refrigeration. While the power is out, do not open your freezer or refrigerator doors unless absolutely necessary.

VERIDIAN drop boxes:

• Ontario Energy Board: for information concerning licensed retailers, the setting of distribution and transmission rates, and consumer protection, contact 1-877-623-2727 or  www.oeb.gov.on.ca
• Ministry of Energy: for information regarding the Ontario Government’s electricity policy, contact 1-888-668-4636 or www.energy.gov.on.ca
• Electrical Safety Authority: for information regarding safety standards for wiring installation, or wiring inspections, contact 1-800-249-4583 or www.esainspection.net
• Independent Electricity System Operator (IESO): for information regarding activity in the electric market relating to demand and price activity, contact 1-888-448-7777 or www.ieso.ca
• Natural Resources Energy Efficiency Office: for tips on reducing your use of electricity, contact 1-877-633-0733 or www.oee.nrcan.gc.ca
• Ontario Conserves: For information on conservation, visit www.ontarioconserves.gov.on.ca.