Enbridge Gas' Response to COVID-19

This is a challenging time around the world and here at home in Ontario and we want to let you know that we’re doing our part to help prevent the spread of the virus and protect the health and safety of our employees and the public. Nothing is more important.

Enbridge Gas system operations
Alongside government and public health officials, we are actively monitoring coronavirus (COVID-19) updates and we are following the latest guidance.

We have robust pandemic and business continuity plans in place and we are prepared and have experience managing our operations through a large-scale crisis, as we’ve done through previous emergency conditions like H1N1.

Our commitment to our employees and our customers
Our commitment to deliver reliable operations and excellent customer service remains unchanged, as is our focus on the safety of our employees, customers and the communities we serve.

We are continuing to provide priority services including emergency response and maintaining the safe and reliable natural gas distribution, storage and transportation services our customers rely on. Some non-priority work such as routine meter changes and in-person energy conservation services will be postponed.

Protecting our employees, customers and the communities we serve
We’re doing our part to help prevent the spread of the virus by practicing social distancing where possible, both for our team and our customers, while also maintaining safe and reliable operations by:

  • Placing strict limitations on business travel and cancelling large group meetings.
  • Implementing work at-home plans for roles suited to working remotely.
  • Providing information to our employees on universal cold and flu precautions such as frequent hand washing and have advised them to stay at home if they feel unwell.
  • Introducing pre-screening questions for customer visits and augmented PPE requirements where necessary for our work within customer homes.
  • 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.

As the situation continues to evolve we will endeavor to provide updates regularly on our website.

Frequently Asked Questions

What specific actions has Enbridge Gas taken to protect employees and the public?

Our health and safety teams are actively monitoring this situation and we have closely reviewed our pandemic and business continuity plans in light of COVID-19. We’re following the latest guidance provided by public health officials and government authorities.

We’re doing our part to help prevent the spread of the virus by practicing social distancing where possible, both for our team and our customers, while also maintaining safe and reliable operations by:

  • Placing strict limitations on business travel and cancelling large group meetings.
  • Implementing work at-home plans for roles suited to working remotely.
  • Providing information to our employees on universal cold and flu precautions such as frequent hand washing and requiring them to stay at home if they feel unwell.
  • We are temporarily postponing non-priority work such as routine meter changes. We are continuing emergency response and high priority work, ensuring that we provide essential services to our customers.

We’ve implemented protocols for employees who enter customer homes and businesses in the course of their work including:

  • Introducing pre-screening questions for customer visits and augmented PPE requirements for our work within customer homes.
  • No Enbridge 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.

What work is Enbridge Gas continuing to undertake, and what work is being postponed?

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 priority work that ensures we can reliably and safely deliver natural gas services to homes and businesses including critical safety inspections, emergency repairs to our system, and new service installations for homes or businesses pending occupancy or without heat. We are temporarily postponing non-priority work such as routine meter changes, non-priority construction work and some in-person elements of our energy conservation programs.

Why are you making these changes?

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.

What changes are you making to your energy conservation programs?

Enbridge Gas is temporarily suspending some in-person elements of our energy conservation programs including the energy audit portion of our Home Efficiency Rebate and Home Winterproofing Programs and the in-field delivery of some commercial measures. Information on our conservation programs and rebates can be found here: https://enbridgesmartsavings.com/.

Will this issue affect my 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.

Are you closing any of your offices/locations?

Access to our Ombudsman office at 500 Consumers Blvd, in North York and the Niagara contact centre in Thorold are temporarily 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.

How will COVID-19 impact your community expansion projects / other construction projects?

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

Are you offering financial assistance or deferred payment plans for affected customers?

Eligible customers having trouble paying their bill may qualify for emergency relief to avoid having their service disconnected through the Energy Assistance Program. Emergency financial assistance is available year-round as funding allows. Customers should contact the United Way Simcoe Muskoka at 1-855-487-5327 for more information.

Enbridge Gas has a long history of working directly with customers who are falling behind on their gas bills, to establish payment plans. Any customer who has concerns about their ability to make their utility payment should contact us at: