FAQ

PowerStream Energy Services is a trusted utility billing provider specializing in sub-metering services for multi-unit residential and commercial buildings, such as condominiums. In these buildings, utilities like electricity, water, gas, and thermal energy are often supplied through a bulk system. PowerStream Energy Services measures each unit’s individual consumption, ensuring residents only pay for the utilities they personally use. 

Contracted by your building, PowerStream Energy Services acts as the third-party provider responsible for utility metering and billing. Proudly municipally owned, the company brings over 100 years of industry experience, blending a strong public service legacy with an innovative, customer-focused approach. Depending on your building’s setup, PowerStream Energy Services may manage the metering and billing for electricity, water, gas, or thermal energy—or a combination of these services. 

Sub-metering, also known as suite metering, is a system that allows each unit within a multi-residential or commercial building to be individually metered and billed for its own utility usage. Instead of sharing the overall building utility costs, residents pay only for the electricity, water, gas, or thermal energy they personally use. 

This approach gives residents greater control over their consumption and costs, encouraging energy and water conservation. In short, sub-metering is a "pay-for-what-you-use" service. 

No. Electricity and water are supplied by your local utility providers. PowerStream Energy Services is not a utility provider—we are a third-party billing company contracted by your building’s developer, condominium corporation, or property manager. Our role is to read the sub-meters installed at your site and bill each unit based on actual consumption. 

No, meter readings are collected remotely. The meters are equipped with electronic communication devices that transmit usage data daily to our billing system—no in-unit access is required. 

To set up your account, please complete our online enrollment form, which can be accessed through the following link: Online Enrollment Form. 

If you are unable to register online, please download the PDF form here. 

To finalize your account when moving out, please complete our online move-out form, available at the following link: Move-Out Form. 

Your final bill will be issued 8 to 10 weeks after your move-out date. 

The Account Set-Up Fee is a one-time charge applied when a new account is created with PowerStream Energy Services Inc. This fee appears on your first bill or whenever there is a change in occupancy. 

You can activate your online account once you receive your first bill. To get started, you’ll need your account number and meter number, both of which are listed on your bill. 

You can create a new account here. You will be asked a few questions to confirm your details and create your online account. The entire process will take less than 2 minutes to complete. 

To update or change any information on your account, please contact our Customer Care team. You can reach us by email at customercare@powerstreamenergy.com or by phone at 1-855-952-5280, where one of our representatives will be happy to assist you. 

Your billing and payment information can be accessed online through the customer portal. You can access this information by logging into the customer portal with your email address and password. If this is your first time logging on, you can activate your account here. 

Customers are billed on a monthly basis. However, each bill reflects past consumption, not the current month. For example, a bill issued in August typically covers usage from July. Depending on your specific billing cycle, the consumption period may span parts of two different months, as billing is not based strictly on calendar months. 

Your first bill will typically be issued within 4 to 6 weeks of your move-in date. In the case of newly constructed buildings, there may be a longer delay before your first bill is generated, depending on system setup and occupancy schedules. 

Residential 
Your first bill will include the following charges: 

- A one-time account set-up fee of $50 

- A security deposit of $100 (this deposit can be waived if you sign up for pre-authorized payment, provide a reference letter from a previous Local Distribution Company (LDC), or email your credit score to Customer Care) 

- All monthly charges based on your actual consumption 

Commercial 
Your first bill will include the following charges: 

- A one-time account set-up fee of $50 

- A security deposit of $200 (this deposit can be waived if you sign up for pre-authorized payment) 

- All monthly charges based on your actual consumption

Payment is due within 20 days of the bill issue date. If the due date falls on a Saturday, Sunday, or statutory holiday, it will be extended to the next business day. 

A late payment fee of 1.5% is applied monthly to any outstanding account balance that is past due. This is equivalent to an annual rate of 19.56% on the overdue amount. 

If a payment is returned due to insufficient funds, the following NSF fees will apply: 

For accounts with a single service:

- $35 for the first NSF occurrence

- $50 for any subsequent NSF occurrences

For accounts with multiple services:

- $40 for the first NSF occurrence

- $55 for any subsequent NSF occurrences

The electricity delivery fee covers the cost of delivering electricity from generation facilities to your local utility and ultimately to your home or business. It includes the expense of building, operating, and maintaining the transmission and distribution infrastructure, such as poles, wires, and transformers, as well as managing the provincial and local electricity systems. 

This fee varies based on your electricity usage—the more you use, the higher the delivery cost on your bill. 

If you made a payment close to when your next bill was printed, it may not have been received in time for us to include on the bill print. If that is the case, you can check your account balance through the customer portal or by contacting our Customer Care team at 1-855-952-5280 or customercare@powerstreamenergy.com. 

The utilities you are billed for depend on the agreement between PowerStream Energy Services Inc. and your building. You may be billed for any combination of the following services: electricity, water, gas, and HVAC (heating and cooling). 

Some units are equipped with two separate water meters—one measuring cold water usage and the other measuring hot water usage. Both readings are listed on your bill to reflect your total water consumption accurately. 

Our Contact Centre is open Monday to Friday, from 8:30 a.m. to 4:30 p.m. Eastern Time (excluding holidays). You can reach our Customer Care team by calling 1-855-952-5280 or emailing customercare@powerstreamenergy.com.  

If there is a disruption in utility services unrelated to non-payment, we recommend contacting your Property Manager or the Local Distribution Company for assistance. Suite owners are responsible for electrical system repairs within their property. 

If your service has been disconnected due to non-payment, please contact our Customer Care Centre at 1-855-952-5280. Our representatives can confirm payment and help arrange for service reconnection. 

If there is an issue with your water service, we recommend contacting your Property Manager or the Local Water Company. 

If your water service has been disconnected due to non-payment, please contact our Customer Care Centre at 1-855-952-5280. Our representatives can confirm payment and assist in arranging for service reconnection. 

Eligibility for low-income support programs is determined by the Ontario Energy Board (OEB). PowerStream Energy Services Inc. is not authorized to assess eligibility or enroll residents in these programs. To learn more or to apply, please contact the OEB directly. 

Here are two key programs available: 

Ontario Electricity Support Program (OESP)

The OESP provides a monthly credit on electricity bills for eligible residents who live in multi-residential buildings and pay for their own electricity. The credit amount is based on household income and the number of people in the home.

Phone: 1-855-831-8151

Website: Ontario Energy Board | Ontario Electricity Support Program

Low-Income Energy Assistance Program (LEAP)

LEAP offers emergency financial assistance for customers struggling to pay overdue electricity bills. To apply, you must contact a participating social service agency.

Phone: 1-877-632-2727

Website: Low-income Energy Assistance Program | Ontario Energy Board

Yes, a credit reference letter can be provided. Please contact our Customer Care team at 1-855-952-5280 or customercare@powerstreamenergy.com for more information.