The New Enerline: Your all-in-one online customer hub

The new Enerline is Enbridge Gas’s all‑in‑one online customer hub.

As part of our commitment to delivering exceptional customer service, Enbridge Gas is designing and building a new, modern Enerline experience. The new Enerline will bring today’s systems together into one modern platform—streamlining access to tools currently available through EnTrac, URICA, MyAccount and the existing Enerline.

Enerline will provide contract customers, including large commercial and industrial customers, storage and transportation customers, and energy marketers, with one place to manage contracting, nominations, reporting, and billing.

We are deeply committed to delivering exceptional customer service—it’s at the heart of everything we do.

The new Enerline will modernize and consolidate our existing online portals into one streamlined customer hub. By bringing these systems together, Enerline will make it easier and more efficient for you to do business with Enbridge Gas, with a simpler and more consistent experience across services.

While 2026 was previously shared as a target, the new Enerline is now expected to go live in Q3 2027.

This revised timeline reflects a decision to align system modernization with the implementation of harmonized rates and services, creating a more integrated and seamless customer experience. The additional time allows for coordinated planning and delivery of these combined initiatives, resulting in a better overall experience for customers.

When the new Enerline is launched in Q3 2027, all contract customers will transition to a single, modern online customer hub for contracting, nominations, reporting, and billing.

Several existing online portals used today will be retired and replaced by the new Enerline at that time.

The new Enerline will resemble the current Enerline experience used today by customers in Union Gas rate zones, with updated navigation, enhanced features, and a more streamlined user experience.

In parallel with the system launch, Enbridge Gas will also be implementing harmonized rates and services, subject to regulatory approval. The new Enerline is the platform that will support these changes by providing a consistent, modern way for customers to interact with their services. Rates and services continue to be governed through regulatory processes.

With the launch of the new Enerline, Enbridge Gas will also enhance internal billing, contracting, and support processes to better support customers before, during, and after go‑live.

Large volume contract customers who currently use My Account will also transition to the new Enerline for their self‑service needs. My Account will continue to be used for non‑contract customers, such as residential and small‑to‑medium commercial and industrial customers.

Yes. Service and rate harmonization will be implemented as part of the new Enerline launch, subject to regulatory approval.

Enbridge Gas is taking an integrated approach by aligning system modernization with the rollout of harmonized rates and services into a single implementation in Q3 2027.

Harmonized rates and services are intended to create a more consistent customer experience across legacy rate zones, including greater alignment in services, processes, and how customers interact with Enbridge Gas. The new Enerline will support this transition by serving as the single platform where you manage your contracts, transactions, and information.

The new Enerline is being designed with customers in mind.

We have been continuously seeking input and feedback from customers to help shape the solution. Customer feedback has helped us tailor the new Enerline to better meet your needs and ensure the enhancements align with how you prefer to do business with Enbridge Gas.

We will provide regular, phased communications leading up to go‑live to support customer awareness and readiness for the new Enerline and harmonized rates and services.

These updates will help you understand what is changing, what actions you may need to take, and when support and training will be available.

Communications will be shared through multiple channels, including newsletters, in‑person customer meetings, training sessions, this Enerline webpage on EnbridgeGas.com, and direct communications from Enbridge Gas support teams.

This webpage will be updated regularly. Customers are encouraged to submit questions and feedback to our Customer Experience Team. While we may not have all the answers immediately, your feedback will help guide future communications and engagement.

Yes. Enbridge Gas has a robust customer readiness plan to prepare you for the launch of the new Enerline.

Training will be closely coordinated with the implementation of harmonized rates and services to ensure a cohesive experience. We will offer a mix of training materials, recordings, documentation, virtual training sessions, and in‑person sessions to help you understand both the new Enerline and harmonized rates and services.

We recognize that customers have varying levels of experience with online tools. Support will be available before, during, and after go‑live.

A full implementation plan for harmonized rates and services will be filed as part of the 2027 Rates Proceeding.

Training timelines and additional details will be shared beginning in Q3 2026.

Our goal is to ensure you are fully supported throughout the transition to the new Enerline.

Readiness activities will include advance communications, training opportunities, and clear guidance on what to expect at each stage. Following go‑live, Enbridge Gas will continue to provide dedicated support as you adopt the new system and adjust to harmonized rates and services.

Our support teams will remain available to answer questions, provide guidance, and help resolve issues as you become familiar with the new Enerline experience.