BILLING FAQs SUBMETERING FAQs Energy Monitoring FAQs
Utility Billing
- How do I enroll with Carma Billing Services? What are the charges?
- When can I expect my first bill?
- What is the billing cycle?
- Are there any other billing charges I should be aware of?
- How are utility services billed?
- Does someone have to enter my residence to read my meter?
- How can I pay my bill?
- What are the payment deadlines?
- What are the penalties for late payment?
- Why was there a late fee charged to my account?
- Can you change the due date?
- Why are you charging so much for utilities?
- Why is my bill higher than last month?
- How do I know this bill amount is fair?
- There is a disruption in services. Who should I call?
- What are your hours?
- How do you contact Carma Billing Services?
How do I enroll with Carma Billing Services? What are the charges?
An account enrollment form can be completed on line through our web site. Just click on the forms tab and enrollment. Once completed hit the ‘Agree, Please Submit My Request’ tab and we will look after it from there.
Current administration charges for new accounts are $50.00 plus HST. This charge appears on your first invoice. Charges are subject to change.
When can I expect my first bill?
Your first bill will be issued within four to six weeks of enrollment.
What is the billing cycle?
The billing cycle is the period of time between meter reads. Most accounts are billed on a monthly (30 or 31 day) cycle.
Are there any other billing charges I should be aware of?
Customers will be charged a monthly on-bill fee. The on-bill fee reflects the cost associated with generating your bill, processing payments and operating the call centre. This includes reading the meter, calculation of charges, generating the bill, processing payments, postage, etc.
First bills will include a one-time occupancy charge.
First time bills or accounts in default of payment will include a security deposit. The security deposit will be two and a half times your monthly average bill amount.
Accounts disconnected for non-payment will be charged a reconnection charge.
Please see our Conditions of Service for a full list of current charges.
How are utility services billed?
Utility services are billed based on actual usage.
Electricity is billed in kilowatt hours (kWh) using the standard provincial utility structure.
Natural gas and water are billed in cubic meters (m3). Rates are then applied to this usage to determine your bill amount.
Cooling and heating is billed in kilowatt hours (kWh).
Utilities are billed using posted rates for the distribution area your building is located in.
Does someone have to enter my residence to read my meter?
No. The meters are read remotely, through an electronic communication device that transfers data daily to our billing servers.
How can I pay my bill?
Your bill can be paid through your financial institution’s telephone banking or online banking. You can pay at your local bank branch or ATM. Cheques or money orders can be mailed to CARMA Billing Services Inc., 132 Walsh Road, Lindsay, ON K9V 4R3. Please allow enough time for mailed remittances to reach the office by the due date.
Customers wishing to pay by credit card may do so using our user pay credit card service by calling 1-888-971-6887.
For convenient on-time payment, you can enroll in our pre-authorized payment plan. A pre-authorized payment enrollment form can be found on our website. Just click on the forms tab and then click Pre-authorized Payment.
What are the payment deadlines?
Our bills are due within twenty days of issuance. If the due date falls on a Saturday, Sunday or Statutory Holiday, payment is due on the next business day.
What are the penalties for late payment?
A late payment penalty of 1.5% will be charged and added to the outstanding balance of all accounts unpaid after twenty days. Payments received are applied firstly to deposits and any arrears owing, secondly to any penalties outstanding, and thirdly to current charges. An account that is still in arrears sixteen days after the billing date may be subject to service disconnection.
Why was there a late fee charged to my account?
Late fees are applied for payments received after the invoice due date or for amounts not paid in full.
Can you change the due date?
No. Your bill is processed during a specific period of time each month and cannot be changed.
Why are you charging so much for utilities?
The rates used for billing utilities are set by the Local Distribution Company/Municipality and/or Commodity Provider for the area in which your building resides. Those charges are regulated by the provincial government and will change as and when approved.
Why is my bill higher than last month?
This may be caused by several reasons. Did you have any guests or change any habits that may have required more usage? The billing period may be longer than your previous bill’s. Significant changes in outdoor temperature may require greater use from your heating or cooling equipment causing higher charges from previous or past months.
Access to your daily meter reads is just a click away. By clicking on meter information on our homepage you can view your daily history. This will help identify days or periods of time where your usage may have changed.
Alternatively, contact our call centre, we are happy to review your account with you.
How do I know this bill amount is fair?
The meters installed to measure your electricity usage have been tested and sealed by a Measurement Canada accredited meter shop. The billing method used has been authorized by the Ontario Energy Board and is accepted by Measurement Canada. CARMA is licensed and regulated by the Ontario Energy Board as a submeter service provider and is required to operate within strict guidelines to ensure fair and equitable billing practices are followed.
Natural gas meters used for revenue billing have been tested and sealed by a Measurement Canada accredited meter shop and follow the Measurement Canada sealing specification under LMB-EG-08 to ensure accuracy and security of the meter.
Water meters are monitored monthly to identify high usage or anomalies in usage and have a certificate of conformance for weighing and measuring devices. If required meters are investigated and replaced if not working within set parameters.
There is a disruption in services. Who should I call?
Residents who have been disconnected for non-payment need to contact the call centre to confirm payment and arrange to have services reconnected. Service will be connected within two business days of receiving payment. It is the Resident’s responsibility to notify our office when payment has been made by calling the call centre at 1-888-298-3336. Remember to have your payment confirmation number available.
If the disruption is not due to a payment concern, please contact your Property Manager or the Local Distribution Company to investigate.
What are your hours?
Our phone lines are staffed Monday to Friday from 8:00am to 5:00pm, EST. Our offices are closed Saturday, Sunday and all Canadian Statutory Holidays.
How do you contact Carma Billing Services?
Customers can call 1-888-298-3336.
The mailing address for your payment, moving form, or pre-authorized payment form and void cheque is:
Carma Billing Services Inc.
132 Walsh Road
Lindsay, ON K9V 4R3
Or you can e-mail them to info@carmacorp.com.
Submetering
- What is bulk metering and submetering?
- What are the benefits of submetering?
- How does submetering work?
What is bulk metering and submetering?
Bulk metering
Bulk metering means the local distribution company (LDC) supplies electricity, water and/or natural gas to the facility, consumption is measured by one meter and the facility receives one bill. The total utility cost is then allocated based on a unit square footage basis. Actual individual unit consumption is not taken into account.
Submetering
Submetering involves measuring each unit’s energy usage and billing each Resident accordingly. The facility still receives one bill from the LDC, reflecting the total usage for the building.
What are the benefits of submetering?
- Submetering is the single most cost effective way to remove in-suite utility costs from the buildings operating budget.
- A user pay model encourages long term conservation.
- Residents are empowered and can control monthly utility bills.
- Building Managers can accurately budget common area utility costs.
How does submetering work?
Electricity submeters are installed in the main electrical rooms, typically located on every other floor.
Water meters are installed inside the suite, typically under the vanity in the bathroom.
Natural gas meters are installed inside the suite, typically in a utility closet.
Cooling and heating meters are installed in the suite.
All utility meters then communicate back to a central data collection unit. This data collection unit is accessed daily for meter read download and data backup.
