Financial Assistance

SYNERGY NORTH has a variety of options to better manage your electricity costs. See our Financial Assistance Programs to see what options suit you.

Important Notice – On September 30, 2020 the Ontario Energy Board changed the criteria to make the CEAP eligibility criteria more inclusive to customers.

SYNERGY NORTH customers who have already submitted an application, but did not previously qualify, will be re-evaluated under the new criteria.

There is no need to re-submit your application. 

COVID-19 Energy Assistance Program

The Government of Ontario is providing $9 million to support residential customers struggling to pay their energy bills as a result of COVID-19. The COVID-19 Energy Assistance Program (CEAP) is delivered directly by electricity and natural gas utilities, further to rules laid out by the Ontario Energy Board (OEB).

CEAP is a one time, on-bill credit for eligible residential customers to help them catch up on their energy bills and resume regular payments.

CEAP funding is limited.  We will be processing applications in the order in which they are received. Submitting an application for CEAP does not guarantee funding.

Do I qualify?

Residential electricity and natural gas customers may be eligible for CEAP funding if they meet the following criteria:

  • The customer has an account with Synergy North. Only the customer who is the account holder can submit an application for CEAP.
  • If the customer did have overdue amounts prior to March 17, 2020, with respect to electricity charges, the customer made at least partial payments on these overdue amounts.
  • As of the day of applying, the customer has overdue amounts owing for electricity charges from at least two electricity bills since March 17, 2020.
  • Customer or the customer’s spouse / common-law partner (who must share the same address with the customer) qualified for the Canada Emergency Response Benefit (CERB) or received Employment Insurance (EI) at any point after March 17, 2020. The customer is required to confirm that this is the case on their CEAP application form.
  • The customer has not received emergency financial assistance for their electricity bills under the Low-Income Energy Assistance Program (LEAP) in 2020 and has not received funding under the Ontario Electricity Support Program in 2020.

CEAP Benefit Amounts

Electricity customers may qualify for a one-time CEAP credit for half of the electricity charges that are overdue on the date of their application for CEAP, up to a maximum of $115.

The CEAP credit can be higher for eligible electricity customers if their home is mainly heated by electricity or they use one of three at-home energy-intensive medical devices (kidney dialysis, mechanical ventilator or oxygen concentrator).  In that case, you may qualify for a one-time CEAP credit for half of the electricity charges that are overdue on the date of their application, up to a maximum of $230.

Apply Today

To apply for the COVID-19 Energy Assistance Program, please download and complete the COVID-19 Energy Assistance Program Application Form. Once complete, please save, upload, and submit your application below. [If the pdf does not download, please right-click the link and select ‘save target as’ to save the pdf to your device] 

Please complete only one application for your primary residence. You cannot receive COVID-19 Energy Assistance Program (CEAP) for multiple residences. If you have natural gas service, you may apply separately for natural gas CEAP support through your natural gas utility.

After you have provided your information, please type your name(s) in Section 3. Please ensure that the information provided is accurate and up-to-date. If you have difficulty submitting your application, please contact our customer service department.

As a limited program, please note that applying does not guarantee that CEAP support will be provided.

Click or drag a file to this area to upload.

Ontario Electricity Support Program

The Ontario Electricity Support Program (OESP) helps reduce electricity for low-income households with a monthly on-bill credit.  The amount of the credit will depend on how many people live in your house and your combined household income.  You must apply to receive the credit.  This program is administered by the Ontario Energy Board.

Learn More about the Ontario Electricity Support Program

Do I qualify?

The program is available to all lower-income customers who have accounts with electricity distributors or unit sub-meter providers. Customers must apply to the program.

Apply Today

Complete the application form here or call toll-free 1-855-831-8151

Low-Income Energy Assistance Program

Low-income or vulnerable customers can get up to $500 in emergency assistance for your electricity bills ($600 if your home is heated electrically) from two agencies within Thunder Bay and one within Kenora. The assistance is available if you are behind on your bill and may face having your service disconnected.

Do I qualify?

To qualify for the Low-Income Emergency Program, your household income must fall below a certain limit. The amount of income it takes to qualify depends on the following:

  • How many people live in the house
  • Your combined household income

To determine your eligibility please refer to the chart below.

LEAP Chart

To access emergency assistance, please contact one of the following agencies:

211 Ontario North
Call: Dial 2-1-1
Email: questions@211north.ca

Lakehead Social Planning Council
125 Syndicate Avenue South, Unit 38
Victoriaville Centre
Thunder Bay, ON P7E 6H8
(807) 624-1720

The District of Thunder Bay Social Services
Administration Board

Housing Security Fund
231 May Street South
Thunder Bay, ON P7E 1B5
(807) 766-2111

Kenora District Services Board
211 Princess Street
Dryden, ON
(807) 223-2100
Toll-Free 1-800-461-5766
kdsb@kdsb.on.ca

For more information about the Low-Income Emergency Program visit the Ontario Energy Board website.

Arrears Process

Has your account fallen behind? To avoid disconnection, it is important to contact Synergy North as soon as you receive a notice in the mail or receive a phone call from our office. Please ensure your phone number is up to date with our Customer Service department.  If Synergy North is unable to reach you, a final attempt will be made by delivering a notice to your door with the disconnection date, giving you about 48 hours before the power disconnection. One final phone call attempt will be made the day prior to disconnection.

If your power has been disconnected, Synergy North requires the full balance to be paid or for the customer to enter into a payment agreement. In most cases, the power will be restored once payment has been confirmed with two (2) calendar days.  Please contact our Customer Service department as soon as possible to see what options are available to you. To let us know if you have  made a payment, you can use the Confirm a Payment form online. All rules and guidelines for Customer Service are available through the Ontario Energy Board website. For more information regarding past due accounts and disconnection processes please use this link.

Synergy North has a payment plan that can assist you, as well as programs that are available to assist vulnerable customers.

Arrears Payment Plan

Payment plans are an option for customers who have fallen behind. An Arrears Payment Plan will allow you to repay your previous debt over a period of time but current bills will need to be paid by their due date. Please contact our Customer Service department for more information or to see if you are eligible for an arrears payment plan.

Low Income Customers

Special rules regarding arrears and help to pay your hydro bill apply if you are deemed a ‘low income’ consumer. All information for who is deemed ‘low income’ and the rules that apply can be found through the Ontario Energy Board website. Please visit their page dedicated to the Low Income Energy Assistance Program (LEAP).