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

The new Enerline is a secure, all-in-one online customer hub that will bring together all the systems used today, including EnTrac, URICA, and the current Enerline. It will provide a single space for contract customers (large commercial and industrial, storage and transportation, and energy marketers) to perform their contracting, nominations, reporting and billing functions.

Enbridge Gas is deeply committed to delivering exceptional customer service; it’s at the heart of everything we do. This work will modernize and bring together our current online portals, including EnTrac, URICA, and the current Enerline, and present one new, streamlined, online customer hub that will make it easier and more efficient for our contract customers to do business with us.

The implementation of the new Enerline is currently scheduled for September 2026. This timeline aims to minimize business disruption and provide optimal customer experience.

Customers will use the new Enerline for contracting, nominating, reporting and billing. The online portals used today, including EnTrac, URICA, and the current Enerline, will be retired and replaced by the new Enerline in September 2026. The new system will resemble the current Enerline but with some cosmetic changes, navigation differences and enhanced features.

With the launch of the new Enerline, our billing, contracting and support teams will also be enhancing their processes to further support you - making it even easier to manage your account and ensuring a seamless, high-quality customer service experience.

Contract customers that currently use My Account will transition to the new Enerline for their self-service needs. My Account will continue to be used for non-contract customers (i.e. residential and small-to-medium commercial and industrial customers).

No, Enbridge Gas’ current Ontario Energy Board (OEB) filing to harmonize our rates and services will not be implemented as part of the new Enerline initiative. The new Enerline will modernize and streamline our systems and processes with existing rates and services.

Once approved, new rates and services will be implemented and incorporated into our new online system.

Although these are different initiatives, we recognize the importance of clear and timely communication about both. Our goal is to ensure clarity and ease for customers impacted by these initiatives.

We are committed to delivering a modern and streamlined solution that enhances your experience with us. Designed with customers in mind, we have been continuously seeking input and feedback from our broad base of customers. The input from customers has helped us tailor our solution to better serve you, ensuring that the enhancements we implement align with your preferred customer experience.

Regular updates will be shared throughout the transition via newsletters, in-person customer meetings, communications from Enbridge Gas support teams and the website. Customers can visit the new Enerline webpage at Enbridgegas.com to submit questions and feedback. While we may not have all the answers to your questions right away, we’ll respond to you promptly and use your questions and feedback to help guide upcoming communication and engagement activities.

Yes. We’ll be offering training sessions and documentation to help you navigate and make the most of the added features in the new Enerline. For those that require more comprehensive training (depending on the nature of your business with us), we will offer customized, in-person training as well.