Enbridge Customer Care: Practical, Accurate, and Fast Help for Natural Gas Customers

Who Enbridge Gas serves and how it’s regulated

Enbridge Gas Inc. is Ontario’s largest natural gas utility, serving over 3.9 million residential, commercial, and industrial customers across more than 300 communities. The utility in its current form was created in 2019 through the amalgamation of Union Gas Limited and Enbridge Gas Distribution, bringing together more than a century of field operations, customer service processes, and pipeline safety practices.

Rates and many customer service standards are regulated by the Ontario Energy Board (OEB). A key element is the Quarterly Rate Adjustment Mechanism (QRAM), where the commodity price for system gas supply is adjusted on January 1, April 1, July 1, and October 1 each year to reflect market conditions. Enbridge Gas does not earn a profit on the commodity portion; it is a pass-through of market costs. Your bill also includes delivery and transportation charges, the federal carbon charge (as applicable), and Harmonized Sales Tax (HST) at 13% in Ontario.

How to reach Enbridge Customer Care

The fastest starting point for most account, billing, and move requests is the customer portal at https://www.enbridgegas.com/. Self-serve options typically handle tasks like bill downloads, payments, equalized/budget plan enrollment, move-in/move-out requests, and meter self-reads in minutes. For complex situations (e.g., name changes for estates, account transfers for multi-site businesses), the secure web forms on the Contact page route your request to the right team.

For emergencies or time-sensitive safety issues, always prioritize safety and use emergency channels. Routine calls (billing, payment plans, rebates) are best placed Monday–Friday, 8:00 a.m.–6:00 p.m. Eastern Time, while emergency response is available 24/7. If you smell gas or suspect a leak, leave the area immediately and call 911 from a safe location; then contact Enbridge Gas using the emergency number shown on your bill or posted on the Contact page below.

• Account help, moves, billing: https://www.enbridgegas.com/contact (secure forms and phone options)
• Smell gas or a pipeline emergency: evacuate, call 911, then use the emergency line listed on your bill or the Contact page
• Before you dig (free utility locates): Ontario One Call at 1-800-400-2255 or https://ontarioonecall.ca/ (request at least 5 business days before digging)
• Community supports and bill assistance intake: Call 211 (available 24/7) to locate LEAP intake agencies in your area

Billing, rates, and payments

Your bill is made up of several components: the commodity (gas) cost, delivery/transportation and storage charges, the federal carbon charge, and 13% HST. If you buy gas from a third-party energy marketer under contract, that price replaces the utility’s commodity line, but Enbridge Gas still delivers the gas and bills for regulated delivery services. The QRAM adjusts the utility’s commodity price quarterly based on supply markets; customers on equalized/budget plans may see these changes reflected at the next scheduled review or annual reconciliation.

Payment options include pre-authorized debit (automatic withdrawal on the due date), online banking through your financial institution (set payee to “Enbridge Gas”), one-time online payments from your bank account, and credit card payments through a third-party processor (a convenience fee usually applies when using a credit card). Paperless billing (eBill) provides email notifications and full bill PDFs—useful for expense reporting and landlord/tenant arrangements. To avoid missed payments, consider enabling notifications in your online account and setting up pre-authorized debit.

If you prefer predictable monthly costs, the equalized/budget billing plan spreads your estimated annual usage across 12 payments, with periodic reviews to align with actual consumption and an annual settle-up. This can help households manage winter heating spikes. If you anticipate a significant change in usage (e.g., installing a high-efficiency furnace or adding insulation), update your profile or contact customer care so projections reflect your new baseline sooner.

Moving, meter access, and self-reads

Moving service is handled online in most cases. For the smoothest experience, submit move-in or move-out requests as early as possible (ideally 10–14 days before your date), especially during peak periods at the end of the month. You’ll select the service address, effective dates, and provide contact details. Landlords and property managers can set up or maintain continuous service agreements (CSAs) to minimize unintended disconnections between tenants.

Meter access is required by regulation for safety and accurate billing. If your meter is indoors or behind a locked gate, ensure safe access during business hours or coordinate appointments when notified. Where meter reads are estimated due to access constraints or timing, you can usually submit a self-read through your online account on the scheduled read date shown on your bill; this helps true-up the next invoice and avoid swings from estimated usage.

Safety and emergencies

If you smell rotten eggs (natural gas odorant), hear hissing near gas piping, or see dead vegetation above a pipeline corridor, treat it as an emergency. Leave the area immediately—do not operate light switches, phones, or garage door openers; do not start vehicles near the suspected leak; and do not attempt to find or stop the leak yourself. From a safe distance, call 911 first, then contact Enbridge Gas using the emergency number shown on your bill or posted at https://www.enbridgegas.com/contact. Emergency response operates 24/7 and there is no charge for Enbridge to respond to a gas odor call.

Before any digging (fences, patios, trees, additions), Ontario law requires you to obtain utility locates. Contact Ontario One Call at 1-800-400-2255 or submit a ticket at https://ontarioonecall.ca/ at least 5 business days in advance. This free service coordinates underground locate markings for gas and other utilities, reducing the risk of damaging buried infrastructure and preventing outages, injuries, and costly repairs.

• If you smell gas: leave immediately, do not use electronics, call 911 from a safe location, then call the Enbridge Gas emergency line listed on your bill or website
• Report damaged or exposed gas lines: move away, keep others clear, call 911 and Enbridge Gas
• After-hours and holidays: emergency response is available 24/7, year-round

Financial assistance and efficiency programs

If you’re struggling to pay your bill, contact Enbridge Gas early to discuss payment arrangements and to avoid late fees or collection actions. Low-income households may qualify for the Low-income Energy Assistance Program (LEAP) emergency grant, administered by local social service agencies. To find the intake agency for your postal code, dial 211 or visit https://www.enbridgegas.com/accounts-billing/help-for-low-income-customers. LEAP can provide one-time support per year when you are in arrears and meet income and documentation requirements.

Enbridge Gas also supports conservation programs that can reduce your usage and bills. The Home Winterproofing Program offers eligible customers free home energy upgrades—such as insulation and draft-proofing—after an in-home assessment. Business customers can access incentives for high-efficiency equipment, process improvements, and custom project engineering support. Explore current residential and business offers at https://www.enbridgegas.com/residential/rebates-energy-conservation and https://www.enbridgegas.com/businesses/energy-efficiency.

How do I contact Enbridge Ontario?

Any submission that has not followed the complaint process or is a general question/complaint will not receive a response. Complaint process: Call Customer Care at 1-877-362-7434 to resolve your concerns or questions.

Are Dominion and Enbridge the same company?

Welcome to our new web experience! On Sept. 30, 2024, Dominion Energy’s natural gas distribution business in North Carolina was sold to Enbridge Inc., becoming Enbridge Gas North Carolina. Note: you may continue to see Dominion Energy on some of our systems as we complete our transition.

What number is 1-800-362-7557?

For additional information, customers can call Dominion Energy Ohio at 1-800-362-7557. Hearing-impaired customers with Telecommunications Devices for the Deaf can call 711. Natural gas is a clean, affordable and reliable home heating source.

Is Enbridge a monthly bill?

Your bill, every month, is your installment payment as well as any charges from other companies, or Other Enbridge Charges, if applicable.