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Submetering is a more equitable way for residents to pay for utilities. This user-pay system measures in-suite utility consumption. Residents or tenants are billed individually and pay only for their in-suite consumption of any given utility being metered. Alternatively, suite utility costs may also be equally divided or allocated to residents within a sub-leased suite such as student housing. Wyse may submeter one or any combination of the following utilities for your suite: electricity, water, gas and thermal.

When Wyse submeters a utility, this means that you have control over your in-suite utility consumption and costs, and you are in a position to financially benefit when you monitor and conserve your in-suite utility consumption. Submetering is a growing contributor to the energy conservation goals of the Provincial government(s).

In non-metered suites, utility costs for the entire building are ‘hidden’ in the rent or common area expenses – residents receive no direct information about utility consumption and subsidize their neighbours' high usage.

Important facts about submetering:

• You are only billed for your in-suite utility usage or, in the case of sub-leased suites, your portion of in-suite utility costs, and are not directly billed for any common area utility usage or your neighbours’ utility usage. Each suite in your building has its own meter installed and each meter has an individual "Meter ID". Your "Meter ID" appears on your bill in the information box on the bill. The Measurement Canada protocol requires that electricity and gas meters are tested, certified and sealed. Additionally, these meters are recertified on a prescribed, long-term cycle i.e. 6-10 years.
• No one has to enter your suite to read the meter. The meters are read remotely through an electronic meter-reading system that transmits daily usage information to our Billing Centre.
• Tracking your usage online. Wyse’s Customer Portal at www.wyseutilities.com allows residents or tenants to view their historical and current usage on a daily and monthly basis. In the Portal, residents or tenants can also view payments and download all historical and current bills. Log-in or use the web pin, found on your bill, to setup an online account for the first time. Restrictions may apply to sub-leased suites. Please contact Customer Service to review availability of data if your suite is sub-leased.
• Submetering is highly regulated in Canada and in particular the Province of Ontario, where Wyse Meter Solutions is based. Wyse is in full compliance with all relevant legislation including:
  1. The Canadian Electricity & Gas Inspection Act: All meters are verified and sealed by Measurement Canada for every suite metered by Wyse Meter Solutions.
  2. Ontario Energy Board Unit Sub-metering Code This legislation mandates all technical requirements, standards of practice, billing, and collections. Note: Most Ontario-based submetering companies that operate nationally apply these standards across all jurisdictions. Wyse is licensed by the Ontario Energy Board License # ES-2014-0214
  3. Residential Tenancies Act.
  4. Energy Consumer Protection Act
• You cannot choose to have your electricity (or other utilities) metered by someone other than Wyse. Your rental property, Property Management Company or Condominium Corporation has contracted with Wyse to read the submeters installed at your site and to bill the individual units for utility consumption. Your ownership or lease agreement clearly states the utilities that you are responsible for making payment (to Wyse).
• Please refer to Wyse's Conditions of Service

Wyse Meter Solutions Inc. is a third-party billing agent for your submetered utilities. As we are only the billing agent, the local utility provider in your community has the responsibility for the actual delivery of utility service to your building Wyse is based in Ontario, where all submetering providers are licensed and regulated by the Ontario Energy Board. Most Ontario-based submetering companies that operate nationally apply these standards across all jurisdictions. Depending on your building, Wyse may meter your water, electricity, gas, or thermal consumption – or a combination of utilities. We simply bill and manage your accounts, and are dedicated to meeting your customer service needs. Your ownership or lease agreement clearly states the utilities that you are responsible for making payment (to Wyse).

After Wyse receives your complete and correct Utility Services Contract, your first monthly bill will be issued. Your first bill will include a one-time account set up fee and security deposit and all other monthly charges associated with utility consumption, including Wyse’s regular monthly charges. Deposits are returned with interest after a year of good payment history or applied to the final bill. Refer to your Utility Services Contract. Wyse’s fees are set out in more detail at the Wyse tenant portal at wyseutilities.com.

You are required to pay a deposit unless certain conditions are met, as regulated by the Ontario Energy Board. Most Ontario-based submetering companies that operate nationally apply these standards across all jurisdictions. Customer deposits are collections from customers to guarantee the payment of utility bills and fulfillment of contractual obligations. For deposit options, see details on your Wyse Utility Services Contract.

In order to waive a deposit, a resident account holder must meet one of the following five conditions:

1. By signing up for pre-authorized payment for electricity account holders only;
2. Showing a reference letter from a previous service provider for the same utility;
3. Providing a credit report with a 750+ score or greater. The credit report must be dated within one year;
4. Being approved for the Low-Income Energy Assistance Program (LEAP) and having a case worked contact Wyse (Ontario only); or
5. Eligible low-income customers may have the deposit waived upon request. Refer to Wyse’s Conditions of Service
   
   Please note: Wyse may require a deposit from the consumer if within 12 months of enrolment in a pre-authorized payment plan,
   
   (a)  the consumer terminates the plan
   (b)  the consumer receives more than one disconnection notice from the unit sub-meter provider;
   (c)  more than one payment by the consumer has been returned for insufficient funds; or
   (d)  a disconnect / collect trip has occurred.

The Ontario Energy Board determines who qualifies for its programs to help low-incomes consumers. Wyse cannot determine low-income status and we cannot enrol residents in programs. You must contact the Ontario Energy Board to learn more about qualifying for these low-income support programs.

Ontario Electricity Support Program (OESP)
The OESP helps over 153,000 lower-income homes save on electricity. The Ontario Energy Board manages the OESP for eligible residents that live in a multi-residential building and pay for their own electricity. If you qualify, this program gives you a credit every month on your bill from Wyse Meter Solutions Inc. The credit amount will depend on how many people live in your home and your combined household income. Special assistance may be available if you heat your home electrically, have medical devices that use a lot of electricity, or are First Nations or Métis. www.ontarioelectricitysupport.ca
Phone: 1-855-831-8151
TTY: 1-800-855-1155 (TTY to TTY)

Low-Income Energy Assistance Program (LEAP)
LEAP is a program that provides emergency financial assistance to help pay overdue electricity bills. In order to access emergency financial assistance and special rules you must go through a social service or government agency.
www.ontarioenergyboard.ca/billhelp
Phone: 1-877-632-2727

In addition, the Ontario Energy Board has issued special rules that apply to customers that meet the low-income requirements, as determined by the Ontario Energy Board. See the Ontario Energy Board website for details at www.ontarioenergyboard.ca.

We bill monthly and the due date is 20 days from the date the bill is considered issued as per the Unit Sub-Metering Code.

Late payment charge is 1.5% of the outstanding balance monthly.

Late fees are applied for payments received after the due date or for amounts not paid in full. Bills are payable in full by the due date (i.e. no earlier than 20 calendar days after the bill was issued); otherwise, overdue interest charges will apply. Where a partial payment has been made by the customer on or before the due date, the interest charge will apply only to the amount of the bill outstanding at the due date.

Yes. Any overpayment will be accepted and applied as a credit to future bills. Residents may also sign up for Pre-Authorized Payment to cover their charges automatically.

You can view your bills and payments from anywhere in the world by logging into your account through the Wyse Customer Portal at www.wyseutilities.com. If you are new to the Wyse Customer Portal, you can set up your account using your Web Pin, which can be found on your bill.

Your bills may vary because there are many things that contribute to your utility bill. Things such as the time of year, weather, age of the appliances in your home, how you use your utility, how many people you have in your home, how often you are there, and the number of days the billing period covers are all factors that could affect your bill.

Normally, high bills are a result of increased consumption due to extremes in weather, such as times when it becomes very hot or very cold. Changes in lifestyle patterns such as the addition of a new baby (and more loads of laundry and dishes) can also increase utility bills.

It is important to review what appliances you have in the home and how often they are used. In addition, the number of people in the household will significantly affect utility consumption. If billing errors occur, they are normally corrected on the next bill.

Please see our Conservation Tips or contact us to review your bill if you have questions.

The Ontario Energy Board sets the retail electricity rates for the Province of Ontario. More information is available on the OEB’s website: Here

REGULATED PRICE PLAN (RPP) – TIERED PRICING

Effective November 1, 2011, the Ontario Energy Board (OEB) introduced two-tier electricity pricing for customers on the Regulated Price Plan. The two-tier pricing is reflected in the charges for electricity usage. If you're on Regulated Price Plan Tiered Pricing, your consumption in kilowatt hours (kWh) is separated into two price tiers under the government's Regulated Price Plan.

For residential customers, the price threshold (the amount of electricity consumption that is charged at the lower price) will change twice a year. The price threshold will be 1,000 kWh per 30 days during the winter season (Nov. 1 - Apr. 30) and 600 kWh during the summer season (May 1 - Oct. 31). This allows consumers to use more electricity at the lower price in the winter. The OEB indicates that it will review and possibly change the RPP prices every six months, on November 1st and May 1st.

The current Tiered Pricing Rates are available on the Ontario Energy Board website: here

REGULATED PRICE PLAN - TIME OF USE (TOU) PRICING

If you're on Time-of-Use rates, your consumption in kWhs is separated into three periods: on-peak, mid-peak and off-peak. Off-peak pricing is less than half the cost of On-peak, providing consumers an opportunity to save by shifting their usage to off-peak periods.

Both of the Regulated Price Plan’s (RPP) (Tiered Pricing and Time-of-Use Pricing) cover the commodity cost of electricity charged to your building. Wyse passes this cost through to you, without mark-up and pays it directly to your building to offset the bulk utility bill.

The current Time-Of-Use (TOU) Prices & Periods are available on the Ontario Energy Board website: here

Disconnection policies may change due to social and economic conditions. Call Customer Service at 1-844-411-0665 for details.

Yes, you may be disconnected if you do not pay your bill on time. The Ontario Energy Board regulates matters around non-bill-payment and disconnection. There are certain charges that apply to reconnection of disconnected services. Most Ontario-based submetering companies that operate nationally apply these standards across all jurisdictions. In addition, the Ontario Energy Board has issued special rules that apply to customers that meet the low-income requirements, as determined by the Ontario Energy Board. See the Ontario Energy Board website for details at www.ontarioenergyboard.ca.

Disconnect/Reconnect Fee During Office Hours (8:30 am – 4:30 pm)	A fee will be charged upon reconnection of a disconnected metered service based on a customer request, or for non-payment of arrears after office hours. The unit will be disconnected only after the resident/commercial tenant receives a reminder notice as well as a disconnection notice. A meter will only be reconnected once the arrears are paid in full or an arrears management agreement has been made.
Disconnect/Reconnect Fee After Office Hours (4:30 pm – 8:30 am)	A fee will be charged upon disconnection and reconnection of a metered service based on a customer request, or for non-payment of arrears after office hours. The unit will be disconnected only after the resident/commercial tenant receives a reminder notice as well as a disconnection notice. A meter will only be reconnected once the arrears are paid in full or an arrears management agreement has been made.
Meter Dispute Fee	Metering inaccuracy is an extremely rare occurrence. Most billing inquiries can be resolved between the customer and Wyse without a meter accuracy test. However, upon the request of a customer, Wyse will conduct a meter accuracy test. Wyse will charge the customer a meter dispute fee, if the meter is found to be accurate. Wyse, however will refund the fee and make necessary adjustments to the customer’s bill if the meter is found to be inaccurate. Either Wyse or the customer may request the involvement of Measurement Canada to resolve a meter dispute. If the customer initiates the dispute, Wyse will charge the customer a meter dispute fee. If the meter is found to be inaccurate and Measurement Canada rules in favour of the customer, Wyse will refund the fee and make necessary adjustments to the customer’s bill.

Call your Property Manager if there is a disruption in utility services unrelated to non-payment or the building as a whole.

Residents who have been disconnected for non-payment of Utility Bills should arrange to pay their entire bill plus any applicable fees and security deposits as required before 12:00 noon on that working day in order to have services reconnected, at regular charges, on the same day. Payments received after business hours are subject to an after-hours service fee. It is the Resident's responsibility to notify the Wyse Billing Office of their payment. Please call Customer Service at 1.844.411.0663 and have the payment receipt number available.