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Immediately call us at 1-866-763-5427 from a safe distance (like a neighbour's home) if your gas meter or gas line has sustained damage, or you suspect a problem. The Enbridge Gas emergency line is available 24 hours a day, 7 days a week.
If you smell gas inside or outside of your property, or if you damage a gas line during digging, act quickly and remain calm. Stop work immediately, clear everyone from the area or go outside. If you hear or smell gas escaping, first call 911. Call the Enbridge Gas emergency line, available 24 hours a day, 7 days a week, at 1-866-763-5427.
For smaller outages, every effort is made to contact affected customers directly by phone or in person. For outages affecting a larger number of customers, such as a neighbourhood, information will be provided in several ways:
- An automated voicemail message to directly affected customers.
- Notifications and updates on Twitter.
- A message on our emergency line (1-866-763-5427).
- If your town or municipality has activated its emergency response plan, information might also be posted on their website.
Call us at 1-866-763-5427 to report icing problems—we’ll take care of it for you. Do not try to melt or break the ice yourself. Never hit, kick or use sharp objects on your natural gas meter.
Natural gas is safe and reliable. But if any fuel-burning equipment isn't working properly, including your furnace, water heater or fireplace (or a blocked vent or chimney), it can release CO, a poisonous gas that can be deadly.
To stay safe, install CO alarms in all sleeping areas according to the law. For added protection, install a CO alarm on each level of your home. Test your CO alarms monthly and change the batteries and check the expiration date of CO alarms twice a year.
We will process your payment within 5 business days of it being sent. You can view up to 24 months of historical payments on My Account
You can find a record of your payments on My Account. Once you sign in, click the "Account Activity" tile and use the filters to search for up to 24 months of historical payments.
To discuss a payment issue on your account, contact us at 1-877-362-7434 or use our virtual assistant, cozE™, and type "Agent" into the chat to connect with a live representative, Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays).
You can pay your Enbridge Gas bill through My Account. Sign in to My Account, go to the "Manage My Account" tab, click "My Payment Options", scroll down to the "Make Payment" section and click the "Make Payment" button.
We can send you a text or email notification for bill due dates, preference confirmations and payment arrangement due dates. Sign in to My Account, go to the "Manage My Account" tab, scroll to the Notification preference section and click "Update Notifications".
You can update your banking information used for pre-authorized payments online. Sign in to My Account, go to the Manage My Account tab, click My Payment Options, scroll down to 'Pre-authorized Payments' and click the Update PAP button.
To discuss a payment issue on your account, contact us at 1-877-362-7434 or use our virtual assistant, cozE™ and type "Agent" into the chat to connect with a live representative. Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays).
You can use MasterCard, Visa or Visa Debit. Prepaid credit cards are not accepted. To complete your payment, sign up for an online account with KUBRA EZ-PAY or download the Kubra EZ-Pay app from your preferred app store. Have your credit card details, payment amount and Enbridge Gas account number available.
A charge of 1.75% of the total payment will apply and will appear as a separate item on your credit card statement. The payment amount cannot exceed $5,000 and you are responsible for ensuring that Enbridge Gas receives your payment on time.
You can update your credit card information by logging into your account on the Kubra EZ Pay website or by downloading the app from your preferred app store.
You can update your credit card information by logging into your account on the Kubra EZ Pay website or by downloading the Kubra EZ Pay app from your preferred app store.
Kubra EZ-Pay is an authorized credit card payments partner with Enbridge Gas.
Kubra EZ-Pay allows you to make credit payments (MasterCard, Visa or Visa Debit) to your Enbridge Gas bill. You can set up recurring payments or make a one-time payment from the Kubra EZ Pay website or app (download from your preferred app store).
A charge of 1.75% of the total payment will apply and will appear as a separate item on your credit card statement. The payment amount cannot exceed $5,000 and you are responsible for ensuring that Enbridge Gas receives your payment on time.
Your equal monthly payment plan (EMPP) will be based on your most recent historical gas usage and the natural gas rates we charge. We try our best to anticipate your gas use for the year when we set your EMPP amount and periodically review and adjust the installment amount if needed. While we do our best to ensure that your gas charges and EMPP installment match closely, any cost difference that exceeds the average monthly billing will roll over the balance due, to the following year's equal monthly payment plan.
A payment arrangement allows you to make installment payments against your balance and prevent late penalties on your account. Based on your account status, you can choose the number of installments, amounts, and payment dates. Sign in or register for an online profile and navigate to the 'Manage My Account' tab to set up an arrangement. This option will only display if your account is eligible.
Low-income customers may qualify for emergency relief through the Low-Income Energy Assistance Program. The program provides emergency relief with financial grants of up to $650 in a given calendar year. This amount is applied directly to the outstanding balance on your gas bill and will vary based on circumstances. Customers should visit the United Way Simcoe Muskoka website for qualification information.
A payment arrangement allows you to make installment payments against your balance and prevent late penalties on your account. Based on your account status, you can choose the number of installments, amounts and payment dates.
If you are 65 or older, you are eligible for our Golden Age Service at no charge. This program offers the option to pay your monthly gas bill when you receive your Canada Pension Plan (CPP) cheque with no late payment penalty charged.
Sign in or register for My Account and navigate to the 'Manage My Account' tab to set up an arrangement and/or Golden Age Service. This option will only display if your account is eligible. Learn more about our payment options.
You can call us at 1-877-362-743 or use our virtual assistant, cozE™ and type "Agent" into the chat to connect with a live representative Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays).
Call us at 1-877-362-7434, Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays) to have your natural gas reconnected.
You can view and download up to 24 months of historical bills on My Account. Once you sign into My Account, navigate to the Account Activity tile and use the filter options to view a list the bills issued to you. Click the "a bill" link on a row to view or download a copy of your Enbridge Gas bill.
Not registered for My Account? Register now.
We've made doing your taxes easier by providing a PDF copy of your annual gas statement online. Sign into My Account and go to the My Gas Use tab. Click "View annual gas use statement" for taxes to see the details and download a copy.
If you’ve made a bill payment by credit card, cheque or automatic payment and the payment is returned, a non-sufficient funds (NSF) charge of $20 is billed to your account.
Gas costs - Gas commodity costs include information on the “Gas Supply Charge” and “Cost Adjustment” lines on your bill. The net natural gas rate reflects what we expect to pay for gas supplies and transportation services during the next year as well as any adjustments to make up the difference between our forecast cost for gas and actual costs from prior periods. Also, in the Union South rate zone (Rate M1 and M2), the cost of transportation to Ontario is included in the “Gas Supply Charge”.
Transportation costs - Transportation costs include information on the “Transportation to Enbridge” and “Cost Adjustment” lines on your bill and reflect the cost of transporting natural gas into Ontario from its North American sources.
Transportation costs vary depending on where you live due to changing fuel prices, pipeline tolls and available capacity on pipelines serving different parts of Ontario. For customers in the Union South zone (Rate M1 and M2), the transportation cost is included in the “Gas Supply Charge” line on your bill.
Delivery costs - Delivery costs include information on the “Delivery to You” line on your bill and reflect the cost of delivering natural gas to your home or business as well as an adjustment to make up the difference between our forecast and actual delivery rates from prior periods, through our safe and reliable distribution system. This charge also includes a facility carbon charge related to the federal government’s carbon pricing program and is associated with the costs to operate Enbridge Gas’ facilities to deliver natural gas to you.
Storage costs (for Union rate zone customers) - Storage costs include information on the “Delivery to You” line on your bill and reflect the cost of storing natural gas so it is available when you need it.
Customer Charge - The customer charge partially covers the cost of maintaining a safe and reliable natural gas distribution system. It includes things like meter reading, customer services and 24-hour emergency response.
Federal Carbon Charge - The federal carbon charge is 12.39 cents per cubic meter of natural gas. This charge increases annually each April. All of the money collected for this charge goes to the government. Visit our federal carbon charge page for more information.
Charges from Other Companies - Enbridge Gas provides a billing service to other companies that offer energy-related products and services. These companies are not owned by or affiliated with Enbridge Gas. If you decide to buy a product or service from a participating company, the charges will appear on the section of your bill called Charges from Other Companies. Enbridge Gas does not recommend, endorse or guarantee the products or services offered by such companies.
Enbridge Gas will be ending this billing service. Your service provider(s) may ask you to provide payment information directly to them. Visit Charges From Other Companies (Open Bill Program) for more information.
You’ll see two general types of natural gas rate changes during the calendar year. The first type occurs quarterly, on the first of January, April, July and October, to reflect changes in what Enbridge Gas expects to pay for gas commodity and transportation services, as well as differences between forecast and actual costs for prior periods. This is shown as a change in the gas commodity and transportation rates on your bill and may also appear as a small change in delivery rates as Enbridge Gas also uses natural gas to power our delivery system. These changes, which are passed through to you without mark-up, help ensure that you’re billed at a rate that closely reflects the expected market price of gas.
The second type of rate change occurs annually and reflects the overall costs to run a safe and reliable natural gas distribution system. This may include a change in the delivery or storage rates, or the customer charge, depending on your location.
In addition, as part of the federal government's carbon pollution pricing program, a carbon charge applies to fossil fuels sold in Ontario, including natural gas. The federal carbon charge increases annually each April.
All rate changes are approved by the Ontario Energy Board.
As part of the federal government's carbon pollution pricing program, a carbon charge applies to fossil fuels sold in Ontario, including natural gas. Effective April 1, 2023, the federal carbon charge is 12.39 cents per cubic meter of natural gas. This charge increases annually each April. The federal carbon charge is included on customers’ bills, with the exception of customer facilities that hold an exemption certificate issued by the federal government.
There is also a facility carbon charge included in the delivery or transportation charge on your bill. This charge is associated with the costs to operate Enbridge Gas' facilities.
For the average Ontario household, the federal carbon charge accounts for approximately $273-$297 of your annual natural gas bill.
All of the money that we collect for the federal carbon charge goes to the federal government. Learn more about the federal carbon pollution pricing program from the Government of Canada.
Your bill is calculated and sent to you based on a monthly billing cycle. The date of the billing cycle will change slightly from one month to the next. Your bill due date is at least 20 days after the date your bill is sent to you.
Enbridge Gas buys natural gas at a number of market supply hubs in Western Canada and the U.S. We pay market prices for natural gas and then pay other pipeline companies to transport the gas from supply hubs into our distribution system in Ontario. We adjust the rates we charge our customers for these items quarterly to reflect changes in market prices, which are passed through to our customers without mark-up. In addition, there are adjustments for the difference between our forecast costs and the actual costs from prior periods.
By buying gas at different times throughout the year and using a variety of contract lengths, we help reduce the impact of market price changes for our customers.
Your first bill on a new account is unique. It will include our standard charges, as well as a one-time new account charge. It covers the cost of your account and meter setup, providing your home or business with reliable natural gas.
If you are a commercial customer, you may see a security deposit on your first bill. We collect this initially and return it once good payment history is established.
You can update your phone number and mailing address online. Sign in to My Account, on the Manage My Account tab scroll down to Contact Information and choose Update Phone Number or Update Mailing Address.
To update the name on your account due to marriage/divorce or a name change for a business account, contact us at 1-877-362-7434 or use our virtual assistant, cozE™, and type "Agent" into the chat to connect with a live representative, Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays).
To update the name on your account following a legal name change, change in marital status or a name change for a business account, contact us at 1-877-362-7434 or use our virtual assistant, cozE™, and type "Agent" into the chat to connect with a live representative, Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays).
You can set-up a new Enbridge Gas account or transfer the utility to your name online. Sign into My Account, go to the Manage My Account tab, click Start Your Move and follow the prompts. If you’ve never had an Enbridge Gas account or do not have a My Account profile, get started to complete.
To update the business name on your account, contact us at 1-877-362-7434 or use our virtual assistant, cozE™, and type "Agent" into the chat to connect with a live representative, Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays).
If you would like to add or remove people who are authorized to discuss your account with us, contact us at 1-877-362-7434 or use our virtual assistant, cozE™, and type "Agent" into the chat to connect with a live representative, Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays).
Your 12 digit account number is located in the top right-hand corner of your bill. You can also find your account number on My Account in the top right-hand corner beside the service address.
If the account number displayed on your bill or My Account has less than 12 digits, you will need to add zeros to the beginning to make it 12 digits. 14 digit account numbers are no longer valid.
If you are a new customer or have moved recently, your account number will be included in the move confirmation email you receive from us.
Is your My Account locked or did you forget your password?
- To unlock or reset your password, visit our sign-in page, and select "Forgot Password?".
- You will be presented with a Forgot password/Unlock account page.
- Input your My Account email address and submit.
- Once you receive the email, follow the instructions to unlock or reset your password.
If you are still having trouble logging in, contact us at 1-877-362-7434 Monday to Friday 8:00 a.m. to 6:00 p.m. EST (closed holidays).
Your username is the email address you registered with. If you are having trouble logging in, contact us at 1-877-362-7434 Monday to Friday 8:00 a.m. to 6:00 p.m. EST (closed holidays).
If you can log in, navigate to the Manage My Account icon, scroll to the Online Account Profile and click Update Email. If you can’t login, contact us at 1-877-362-7434 Monday to Friday 8:00 a.m. to 6:00 p.m. EST (closed holidays). Note: if you have set up multi-factor authentication, it will be reset and you will need to activate it again.
Your eBill will be sent from enbridge.e-bill@enbridgegas.com now. If you didn’t receive your eBill you may need to check your Junk Mail folder and add us to your safe senders list.
If you previously received both a paper bill and an eBill, you will now only receive a paper bill. To receive an eBill, you can sign up for My Account. You have more options to receive your eBills from Enbridge Gas. Go to Manage My Account and select email or text message options.
As an added security measure, we are providing all My Account users with an option to set up a multi-factor authentication (MFA) profile as part of the log in process. Visit enbridgegas.com/MFA to learn more about MFA and find step by step instructions.
If you can still access the phone used during setup, you can Reset MFA from the Manage My Account screen.
If you can’t access the phone used during setup, contact us at 1-877-362-7434 Monday to Friday 8:00 a.m. to 6:00 p.m. EST (closed holidays).
We strive to visit your property to read your meter every other month. On the months we aren’t scheduled to take a reading or if we can’t access your meter because of vegetation, a protective dog, weather or a locked gate, you will receive a bill based on an estimated natural gas use. In this case, the word “Estimated” will appear in the meter reading section on page 1 of your bill.
To estimate your natural gas usage for the month, we will look at the actual usage for the same time in previous years. This is why it may feel that your bill is too high, or too low when we get an actual read. By submitting your own meter reading, your bill will be more consistent.
You can submit your meter reading online or sign in to My Account. You can also sign up to receive an email or text to remind you when it's time to read your meter.
You can view all meter reads that you have submitted (through our phone system or My Account) in the past 24 months, online via My Account.
Sign in to My Account and navigate to the Account Activity tab. Use the filter options to choose the Service Address, Meter Reading Activity Type and Time Period and click Filter to display your results. You can also export the results to keep a record.
If you submitted an incorrect meter reading, don't worry! You can resubmit the correct reading the next day.
You can submit your meter read online or sign in to My Account to submit your meter reading and sign up for reminders. We'll send you a reminder each month and suggest the best time to submit a reading.
We can send you a text or email when it's time to submit your meter reading. Sign in to My Account, go to the Manage My Account tab, scroll to the Notification Preference section and click Update Notifications.
Your meter can be identified either by viewing the Meter Number or Instrument Number on your monthly bill in the Meter Reading section.
If you need to change the location of a gas meter on your property, contact us at 1-877-362-7434 or use our virtual assistant, cozE™, and type "Agent" into the chat to connect with a live representative, Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays).
If you are having issues with your natural gas meter, contact us at 1-877-362-7434 or use our virtual assistant, cozE™, and type "Agent" into the chat to connect with a live representative, Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays).
Enbridge Gas does not sell or repair furnaces, water heaters, stoves or outdoor appliances. If you require service, you’ll need to find a heating, ventilation and air conditioning (HVAC) contractor for repairs and maintenance.
Find and verify the certifications of HVAC contractors: Check the Technical Standards and Safety Authority (TSSA) and the Heating, Refrigeration and Air Conditioning Institute of Canada (HRAI).
If you rent your hot water heater from a rental company that bills on your Enbridge Gas bill, you can find their contact information under Charges From Other Companies.
Enbridge Gas does not repair, replace or provide insurance for natural gas appliances or equipment. For service, you'll need to find a heating, ventilation and air conditioning (HVAC) contractor for repairs and maintenance.
Check the Technical Standards and Safety Authority (TSAA) and the Heating, Refrigeration and Air Conditioning Institute of Canada (HRAI) for a certified contractor.
If you rent your hot water heater from a rental company that bills on your Enbridge Gas bill, you can find their contact information under Charges From Other Companies.
Enbridge Gas does not install new gas lines for appliances. Check the Technical Standards and Safety Authority (TSAA) and the Heating, Refrigeration and Air Conditioning Institute of Canada (HRAI) for a certified contractor.
If you need to reroute an existing gas line on your property, contact us at 1-877-362-7434 or use our virtual assistant, cozE™, and type "Agent" into the chat to connect with a live representative, Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays).
If you need to disconnect your gas service, contact us at 1-877-362-7434 or use our virtual assistant, cozE™ and type "Agent" into the chat to connect with a live representative Monday to Friday from 8 a.m. to 6 p.m. EST (closed holidays).
You will need to provide the following information:
- Your 12-digit Enbridge Gas account number on the top of the first page of your bill. For example, 123 456 789 012.
- You need your closing date. You can close an account up to 30 days in advance.
Visit our connect to natural gas page to check natural gas service availability in your area and learn about converting to natural gas. Your HVAC contractor or builder will need to submit an application form for new meters, new gas service lines, meter upgrades, pressure or load changes.
Check the Technical Standards and Safety Authority (TSAA) and the Heating, Refrigeration and Air Conditioning Institute of Canada(HRAI) for a certified contractor.
You can schedule your new service up to one year in advance. You will need to provide the following information:
- Your new address. Check to make sure your new address is within our service area. If you're not sure, use our postal code look up tool.
- Your move in and move out dates.
- Your 12-digit Enbridge Gas account number on the top of the first page of your bill. For example, 123 456 789 012.
Visit our connect to natural gas page to check natural gas service availability in your area and learn about converting to natural gas. Your HVAC or builder will need to submit an application form for new meters, new gas service lines, meter upgrades, pressure or load changes.
Check the Technical Standards and Safety Authority (TSAA) and the Heating, Refrigeration and Air Conditioning Institute of Canada(HRAI) for a certified contractor.
Managing properties as a landlord can be challenging. Let us know how you want to manage gas service for my rental property.
Sign in to My Account to manage gas service for your rental properties.
If you're not an Enbridge Gas customer and don't have a My Account profile, you can still manage your property's gas service when it is vacant.
Restoration work incomplete
Repairs or replacement of Enbridge Gas underground utilities are sometimes necessary to keep natural gas flowing to our customers. We strive to repair and restore streets and grass disturbed by Enbridge Gas to as close as possible to their original states, and are committed to completing restoration work quickly, and to a high standard in compliance with all laws. Questions about restoration? Please contact us to know the status of your incomplete restoration work.
Property damage
If you have experienced property damage or have incurred out of pocket expenses relating to a service call to your residence by Enbridge Gas or its contractors.
Property claims related to meter reading: please ensure your claim is submitted as soon as possible, and within 30 days. If there is an unreasonable time period between the alleged damage and the receipt of your claim, it is difficult to review evidence and investigate the claim.
Download and mail-in application form
Please allow a minimum of 90 days from date of receipt to be contacted for a status update.
