Frequently Asked Questions - Utility Billing
How does the billing work? How will I pay for common areas in the building?
Are there any other billing charges I should be aware of?
How are utility services billed?
What is the Billing Cycle?
How do I enrol with Carma Billing Services? What are the charges?
Does someone have to enter my residence to read my meter?
Why is my bill higher than last month?
What are you charging so much for utilities?
Why was there a late fee charged to my account?
Can you change the due date?
I expect to be out of town next month. Can I pay in advance to avoid late fees?
How do I know this bill amount is fair?
Payment options?
There is a disruption in services. Who should I call?
What are the payment deadlines? What are the penalties for late payment?
What are your hours?
What utility services does Carma Billing Services provide?
Where is the Customer Service Centre located?
How does the billing work? How will I pay for common areas in the building?
The Property Manager will be responsible for the entire amount of the bulk electricity invoice including GST.
CBSI will receive a copy of the bulk meter invoice from the Property Manager or electronically through e-billing access. CBSI will calculate and process invoices monthly based on the cost allocation methodology; CBSI will print invoices and send invoices to Residents. CBSI will remit the total invoiced amount to the Property Manager prior to the bulk meter bill due date.
Note: Bulk Meter Residential Invoices attract the best available electricity rates.
How will I pay for Common Areas in the Building?
Common Area utility charges will remain a portion of your monthly maintenance fee and will not change.
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 processing your bill. This will include reading the meter, calculation of charges, materials, remittance handling, postage, etc.
Customers who have had their services disconnected for non-payment will be charged the current LDC (Toronto Hydro) administration charges to have their services reconnected.
It is the Resident's responsibility to call the Customer Service Centre at 1-888-298-3336 with their payment receipt number to initiate reconnection.
How are Utility Services billed?
Electricity - Residential customers within the LDC's electrical boundaries are billed for electrical supply based on consumption in Kilowatt Hours (kWh).
Water - Residential customers within the Municipal's water supply boundaries are billed for water supply based on consumption in Cubic Meters.
Natural Gas - Residential customers within the commodity provider’s boundaries are billed for natural gas supply based on consumption in Cubic Meters.
What is the Billing Cycle?
Metered services, such as electricity, are billed monthly with the billing dates corresponding to that of the Local Utility Provider each month.
How do I sign up for Carma Utility Billing Services? What are the charges?
The Property Manager will supply CBSI with a complete Resident listing to generate your billing account.
Current administration charges for new accounts are $30.00 plus GST for electrical services and $3.50 for water and for natural gas services. These charges are subject to change. These charges are added to the first billing received by the Resident.
Does someone have to enter my residence to read my meter?
No. Meters are read remotely, through an electronic meter reading system that transmits daily usage information to the Billing Center. If equipment malfunctions, seldom will there be a requirement to enter your Residence, however we'll give you adequate advance notice.
Why is my bill higher than last month?
This may be caused for 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. If the increase is significant, you may want to contact the Customer Service Centre to check your submeter.
Why are you charging so much for utilities?
The electricity, water and natural gas rates are set by your Local Distribution Company/Municipality and Commodity Provider. Those charges can change each month and may be reduced periodically due to utility distribution credits.
Why was there a late fee charged to my account?
Late fees are applied for payments received after the due date or for amounts not paid in full.
Can you change the due date?
Unfortunately not. Your community is processed in a certain billing cycle and cannot be changed.
I expect to be out of town next month. Can I pay in advance to avoid late fees?
Certainly. Any overpayment will be accepted and applied as a credit to future bills. Residents may also sign up for Pre-Authorized Payment.
How do I know this bill amount is fair?
The billing method used has been authorized by the Ontario Energy Board and is accepted by Measurement Canada. Studies have proven the method to be both fair and equitable for all consumers.
Payment options?
Enroll in our Pre-Authorized Payment Plan for convenient monthly withdrawals. Call the Customer Service Centre for more information (1-888-298-3336).
You can pay at most financial institutions in Canada. Please remember to present your entire bill when paying at your financial institution.
You can pay by telephone, at your bank, credit union or trust company. Talk with your financial institution about this method of payment.
Mail your cheque or money order to Carma Billing Services Inc., P.O. Box 59, Whitby, Ontario L1N 5R8. Please allow enough time for mailed remittances to reach the office by the due date. Postmarks are not accepted as proof of payment date.
There is a disruption in services. Who should I call?
Call your Property Manager or the Local Distribution Company if there is a disruption in utility services unrelated to non-payment.
Suite Owners are responsible for electrical system repairs within their own Property.
Residents who have been disconnected for non-payment of Utility Bills should arrange to pay their entire bill before 12:00 noon on that working day in order to have services reconnected, at regular charges, on the same day. It is the Resident’s responsibility to notify the Carma Billing Office of their payment (call the Billing Office at 1-800-298-3336 and have the payment receipt number available).
What are the payment deadlines? What are the penalties for late payment?
Carma Billing Services Inc. Requires that utility bills be paid within 16 days of the billing date provided that the sixteenth day does not fall on a Saturday, Sunday or Statutory Holiday. Where the sixteenth does fall on a Saturday, Sunday or Statutory Holidays, payment is required on the work day immediately following.
Carma Billing Services Inc. requires that a penalty from the billing date to the date of payment be charged and added to the outstanding balance of all accounts unpaid after sixteen days.
In cases where there has been a delay in forwarding bills to Residents, the due date is extended. The due date for any billing is noted on the bill.
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 16 days after the billing date may be subject to service disconnection without further notice.
What are your hours?
The Carma Billing Services Office's phone lines are staffed Monday to Friday from 8:30 a.m. to 4:30 p.m, other than Saturday, Sunday and Statutory Holidays.
What utility submetering services does Carma Billing Services provide?
Our affiliate Carma Industries Inc. manufacturers and commissions Measurement Canada approved, legal submetering systems for utilities for both Residential and Commercial Properties. CBSI supports billing and collection services, providing a complete submetering and billing support package.
Where is the Carma Billing Services Office located?
The Carma Billing Services Office operates as a Customer Service Centre with NO Customer. Customers must call 1-888-298-3336 in order to receive service.
The mailing address for your payment is:
Carma Billing Services Inc.
PO Box 59
Whitby, ON L1N 5R8
The Carma Division that handles disconnects and reconnects is dispatched from Carma Billing Services Inc. Customers must call 1-888-298-3336 in order to receive service.