Enbridge Gas' Response to COVID-19

A message from our president

Cynthia Hansen

Cynthia Hansen
Executive Vice President and President,
Gas Distribution & Storage,
Enbridge Inc.

This is a time unlike any other in recent memory, around the world and here at home in Ontario. I want you to know that the team here at Enbridge Gas is working hard to help prevent the spread of COVID-19, protect the health and safety of the public and our employees, and support our communities and customers. Here's what we're doing:

We're keeping Ontario families and businesses warm while preventing the spread of the virus

We've made some changes to ensure that Ontario families will continue to have heat and hot water, and businesses like hospitals and grocery stores will have the energy they need to provide the essential services we all rely on, now more than ever.

To keep people safe, employees whose roles allow them to work from home are doing so; those who can't work from home are practicing strict physical distancing; we've postponed some non-priority work and are using screening questions and augmented personal protective equipment where needed to ensure everyone is safe when we do need to enter homes or business for priority work like emergency response.

One thing that has not changed is our commitment to deliver reliable operations and excellent customer service. We have experience managing our operations through a large-scale crisis, and I want to assure you that we are prepared to get through this one.

We're supporting customers and communities

We understand that this is a particularly difficult time for customers, who may be facing unexpected financial challenges as a result of COVID-related work interruptions or slowdowns.

Our community partners, first responders and healthcare providers are doing amazing things in our communities. We're also here to support communities by advancing funds for food banks, social service agencies, mental health organizations, first responders and healthcare providers who provide relief to people most vulnerable to COVID-19's impacts.

We don't want anyone to worry about keeping their homes warm, or whether there will be enough hot water to take a shower or do the dishes. That's why we won't be disconnecting residential or small business partners for non-payment until Aug. 1, 2020. We also offer enhanced payment plans for customers who have concerns about their ability to pay their utility bill and to help avoid late payment fees. Information is available here:

Low-income customers having trouble paying their bill may qualify for emergency relief through the Low-Income Energy Assistance Program. The program provides emergency relief with a one-time financial grant of up to $500 for eligible low-income customers. Customers can contact the program administrator, United Way Simcoe Muskoka, for qualification information.

We know our customers depend on us to safely and reliably provide the energy they need. On behalf of our 4,500 Enbridge Gas employees, I want you to know you can continue to count on us.

Cynthia Hansen
Executive Vice President and President, Gas Distribution & Storage, Enbridge Inc.


Frequently asked questions

We understand the uncertainty customers may be facing with the impact of COVID-19 on daily life. Below are answers to common 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/ website.

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?

We understand that this is a particularly difficult time for customers, who may be facing unexpected financial challenges as a result of COVID-related work interruptions or slowdowns.

That's why we won't be disconnecting residential or small business partners for non-payment until Aug. 1, 2020. We also offer enhanced payment plans for customers who have concerns about their ability to pay their utility bill and to help avoid late payment fees. Information is available here:

Low-income customers having trouble paying their bill may qualify for emergency relief through the Low-Income Energy Assistance Program. The program provides emergency relief with a one-time financial grant of up to $500 for eligible low-income customers. Customers can visit the program administrator's website, United Way Simcoe Muskoka, for qualification information.

We're also providing support to communities by advancing funds for food banks, social service agencies, mental health organizations, first responders and healthcare providers who provide relief to people most vulnerable to COVID-19's impacts.

The Federal Government has announced relief funding which includes temporary income support for Canadians who face financial challenges related to the COVID-19 outbreak.