Frequently asked questions
If your carbon monoxide alarm goes off or you suspect there may be carbon monoxide in the building:
- Open windows and doors to let fresh air in.
- Call 911 or your fire department.
- Leave your house and seek medical attention for anyone showing symptoms of carbon monoxide poisoning, which are similar to the flu.
Carbon monoxide has no smell, taste or colour but is very poisonous.
Some natural gas appliances also need electricity to work. For example, your furnace uses natural gas to produce heat, but uses electricity to make the fan and thermostat work. In the event of a power outage or electrical issue, your natural gas appliances may be affected.
If you have a hearing or speech impairment and use a TTY (Teletypewriter) device, you can use the Bell Relay Service to communicate with us.
For more information about this service, contact Bell Canada directly at 1-800-268-9242.
For more information about TTY devices and similar equipment, contact
My account and billing
You may call Customer Care at 1-877-362-7434 to resolve your concerns or questions. Additionally, a Customer Service Representative can also arrange for a supervisor to contact you.
If you have spoken with a supervisor and you still feel that your inquiry has not been resolved, you may contact our Customer Ombudsman.email@example.com
Bell Relay: 1-800-855-0511
If your concerns have not been resolved to your satisfaction, you can contact the Ontario Energy Board.
Enbridge does not sell anything door to door. We also don’t rent, sell or service natural gas appliances such as furnaces or gas stoves. Our representatives may visit your property for a variety of reasons, including reading your meter. Always ask to see their Enbridge photo ID.
You can let us know that you are moving using our online request form . When you change your address, your Enbridge Gas account number will also change. After you move, change your account number in your bank account settings so the payment is applied correctly.
As a last resort, we will shut off your gas meter and put a lock on it if you do not pay your natural gas bills. To unlock your meter and reconnect your gas, you have to pay the full outstanding payment, a security deposit, and a fee to cover the costs of shutting off your service. After these payments have been made, Enbridge will restore your service, within 2 days.
You can use MasterCard, VISA, or VISA Debit. Prepaid credit cards are not accepted.
Yes. For credit cards, an additional charge of 1.75% of the total Enbridge payment amount applies. This charge will appear as a separate item on your credit card bill.
No, you will no longer receive hard copies of your bill once you sign up for eBill.
Once you sign up for My Account, you can visit the Manage Account tab to sign up for eBill.
If you do not already have online account access, you will need the following information to sign up:
- An email address.
- Your Enbridge account number.
- The postal code where you receive your bills.
Once you sign-up for Budget Billing Plan (BBP), your gas charges are estimated based on your previous use to ensure your monthly amounts reflect expected charges as closely as possible. Your gas usage is checked mid-way through and if you have used more natural gas than what was estimated, your monthly amount is adjusted.
Through My Account, you can review the BBP section on your previous bills to see how it tracked through the year.
September, October and November: You are not likely using a lot of gas and a credit amount builds up in preparation for the winter months.
December, January, February (and sometimes March): In the colder months, more natural gas is used, resulting in the credit balance decreasing and gradually becoming a debit amount, or a charge.
April, May and June: Your payment start to pay off your winter gas costs.
July: This is the end of the plan, so your bill will be reconciled for a final BBP amount. It reflects the difference between the amount billed and the charges for gas actually used.
August: You are only billed for the gas you use.
Customers on BBP will automatically have their new plan start in September.
Enbridge provides a billing service to many different energy-service companies that are not owned by or affiliated with Enbridge. If you decide to buy a product or service from a participating company, their charges will appear in the section called “Charges From Other Companies”.
Enbridge does not recommend, endorse or guarantee the products or services offered by such companies.
You should only provide your personal information, including your Enbridge account number, if you’ve decided to enter into a contract with a participating company. The service provider’s name and phone number will appear with their charges on your bill. For questions about their product, service or charges, contact them directly.
View the list of participating companies.
Natural gas rates
Enbridge Gas Distribution and natural gas marketers determine rates differently, so it is difficult to do a direct price comparison. At Enbridge, the gas supply charge is based on the expected prices of natural gas for the next year. We review prices every three months and adjust them if needed. Our rates are approved by the Ontario Energy Board. Natural gas marketers have different contracts with terms and conditions.
When a customer chooses to get their supply from a marketer, the price is determined by their contract. When customers sign an agreement, they know what their gas supply charge will be for the term of their contract.