Cynthia Hansen

Safely delivering the energy Ontario families and businesses need, supporting customers and communities

A message from Cynthia Hansen, Executive Vice President and President, Gas Distribution & Storage, Enbridge Inc.

This is a time unlike any other in recent memory, around the world and here at home in Ontario. I want you to know that the team here at Enbridge Gas is working hard to help prevent the spread of COVID-19, protect the health and safety of the public and our employees, and support our communities and customers. Read on to learn about the steps we are taking to safely deliver the energy we all depend on, now more than ever.

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Customer relief Saving energy In the community Investing in our future FAQ

Customer relief

Need help paying your bill? We're committed to helping homes and businesses manage their natural gas bills during this challenging time. If you have concerns about paying your bill, our enhanced payment plans can help.

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Enhanced payment plans

If you need more flexibility on payment dates and amounts at this time, you can arrange for installment payments. By enrolling in payment installments, you'll avoid incurring late payment charges.
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Ontario Business Costs Rebate Program

The Ontario Government is offering energy and property tax rebates for eligible businesses. More information available here.

Saving energy

We have programs to help you lower natural gas use, save you money, make your space greener and more comfortable.

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Free upgrades and rebates for homes

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Rebates for businesses

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Spend less on energy at home


In the community

We're providing support to food banks, social service agencies, mental health organizations, first responders, healthcare providers and others who provide relief to people most vulnerable to COVID-19's impacts.

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Food security

We've donated funds to charitable partners such as United Way, local food banks and more.
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Personal protective equipment

We've donated face shields and hand sanitizer to health organizations such as Hospice Peterborough.
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Virtual volunteering

Our employees are collecting donations, making face masks and delivering support where it's needed most.

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Fraud prevention

Canadians are seeing an increase of fraudulent emails, text messages and phone calls as scammers try to take advantage of the COVID-19 pandemic. Enbridge Gas does not visit homes or business without an appointment and we do not sell natural gas, appliances or any related services door-to-door or by phone. Please contact us if you think you've been contacted by someone pretending to be from Enbridge Gas.


Investing in our future

Green recovery

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Towards a greener, more sustainable future

As we look to recover from COVID-19, investments in low-carbon solutions are an opportunity to continue the positive environmental gains seen during the pandemic.

See how energy efficiency and clean technologies like Renewable Natural Gas reduce GHG emissions and provide a carbon-neutral nenewable energy source to heat homes, power businesses and fuel municipal fleets.

Getting to net zero

Energy infrastructure

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Providing jobs, tax revenue and affordable energy

The economic impact of COVID-19 has hit Ontario hard. By investing in energy infrastructure projects across the province, we're ensuring that Ontarians can continue to rely on affordable energy and help rebuild our economy.

Our ongoing projects will bring natural gas to new communities, provide thousands of local jobs and generate millions in annual tax dollars that can go towards schools, roads and other critical services.

Where we're investing

Frequently asked questions

Your natural gas service

Enbridge Gas has robust pandemic and business continuity plans in place to ensure we can continue to provide natural gas service to homes and businesses. We are prepared and have experience managing operations through large-scale crisis, as we've done before for previous emergency conditions like H1N1. We've communicated with our suppliers and contractors, and they too have detailed business continuity plans in place to ensure the safety of their workforce.

Billing and payment options

We understand that this is a particularly difficult time for customers, who may be facing unexpected financial challenges as a result of COVID-related work interruptions or slowdowns.

That's why offer enhanced payment plans for customers who have concerns about their ability to pay their utility bill and to help avoid late payment fees. Information is available here:

We're also providing support to communities by advancing funds for food banks, social service agencies, mental health organizations, first responders and healthcare providers who provide relief to people most vulnerable to COVID-19's impacts.

Our operations

Enbridge Gas is committed to protecting the health and safety of our customers and our employees and others at our offices and worksites. We have introduced the following measures:

  • Our Health and Safety and Health Services teams continue to monitor the situation and we're following the latest guidance provided by public health officials and government authorities.
  • In November, our new COVID-19 Vaccination and Testing policy will confidentially record the vaccine status of all Enbridge employees and will require unvaccinated employees to undergo regular COVID-19 testing.
  • Employees must also complete a daily health assessment before entering an Enbridge office or working in the field, and are required to stay at home if they are feeling ill, may have been exposed to someone with COVID-19 symptoms or have positive COVID-19 test.
  • Employees are required to wear masks when entering our buildings or customer homes and businesses for work.
  • We have placed limitations on business travel and have cancelled large group meetings.
  • We have reduced the occupancy in our buildings to accommodate physical distancing at all times, have implemented heightened disinfection practices and upgraded the air filtration and circulation to maximize the amount of fresh air being brought in.
  • We have augmented existing work procedures on our construction sites including site pre-screening, heightened disinfection practices, physical distancing, close-proximity work procedures when the work task cannot accommodate physical distancing, enhanced personal protective equipment and staggered work hours.

Enbridge Gas will continue to respond to emergency calls such as gas leaks or calls from customers who do not have heat. We will also continue to undertake work that is needed to ensure we can reliably and safely deliver natural gas services to homes and businesses such as safety inspections, new service installations for homes or businesses pending occupancy or without heat, maintenance and emergency repairs to our natural gas system and essential construction projects. Additional work such as meter exchanges and some customer requested meter work have also resumed, where it is safe to do so. Where this work requires us to enter homes and businesses, we've implemented protocols to ensure public and employee safety including pre-screening questions for customer visits and augmented personal protective equipment requirements where necessary. No Enbridge Gas employee or contractor that is feeling ill or may have been exposed to any COVID-19 risk factors will conduct work in customer homes or businesses.

In order to do our part in helping to limit the spread of COVID-19, we need to ensure that we practice social distancing where possible for our team and our customers, while also maintaining safe and reliable operations. These are precautionary changes to ensure we have sufficient resources to safely and reliably deliver the natural gas services that our customers rely on.

The scheduled replacement of meters and the accompanying inspection of the natural gas equipment in your home / business, is an important part of an ongoing maintenance plan that ensures your natural gas service continues to operate safely and is a requirement under Ontario safety regulations. We’ve implemented enhanced protocols to ensure public and employee safety including pre-screening questions for customer visits and augmented personal protective equipment requirements where necessary. No Enbridge Gas employee or contractor that is feeling ill or may have been exposed to any COVID-19 risk factors will conduct work in customer homes or businesses.

We are following the latest guidance provided by public health officials and government authorities. Our meter readers are taking extra precautions to keep the public safe including practicing proper hygiene, maintaining physical distancing and not coming to work if they are not well or have had any risk of exposure. We have suspended reading meters located inside homes, and outside meters are only read once every other month.

Meter changes will only occur through booked appointments. If you are unable to have your meter change completed in the required timeframe, we can temporarily defer the work.

Access to our Ombudsman office at 500 Consumers Blvd, in North York and the Niagara contact centre in Thorold are closed to walk-in-traffic. Customers can still access these offices by phone. Work-at-home plans are in place for roles suited to working remotely.

In November, our new COVID-19 Vaccination and Testing policy will confidentially record the vaccine status of all Enbridge employees and will require unvaccinated employees to undergo regular COVID-19 testing.

Employees must also complete a daily health assessment before entering an Enbridge office or working in the field, and are required to stay at home if they are feeling ill, may have been exposed to someone with COVID-19 symptoms or has a positive COVID-19 test.

We are committed to meeting the growing demand for reliable and affordable energy in Ontario and we will continue to move essential infrastructure projects forward.