What Enbridge Gas actually does (the pipes AND the default supplier)
Ontario's natural gas market is organised very differently from its electricity market, and Enbridge Gas is the clearest example. Enbridge Gas wears two hats at once: it is the distributor that owns the underground gas mains, service lines, regulators and meters across most of the province, AND it is your default System Gas supplier under OEB rules. The bill that arrives at your home covers both jobs on a single invoice.
The commodity rate Enbridge Gas charges most residential customers is the OEB-approved System Gas rate, reviewed every three months under the Quarterly Rate Adjustment Mechanism (QRAM). The alternative is a Direct Purchase contract with a licensed natural gas marketer (Just Energy, Universal Energy and others), which locks the commodity portion at a fixed per-m³ rate for one to five years. Either way, Enbridge Gas still owns the pipes and the meter, and the delivery, transportation and storage charges on your bill never change with the marketer choice.
- Owns ~156,000 km of mains, services, regulators, meters
- Responds to gas leaks and CO calls 24/7
- Sends the monthly bill at the OEB's System Gas rate
- Fixed by address: you cannot choose another distributor
- Replaces the commodity portion of the bill only
- Door-to-door gas sales banned (ECPA 2010)
- Delivery, transportation, storage and STVA unchanged
- Enbridge Gas still owns the pipes and the meter
Enbridge Gas Inc. is the result of the 1 January 2019 amalgamation of Enbridge Gas Distribution (the legacy GTA + eastern Ontario utility, descended from Consumers Gas, 1848) and Union Gas (the legacy southwestern Ontario utility, 1911). Some legacy rate zones were preserved for several years and the OEB approved a unified rate framework through the 2024-2028 rebasing application (EB-2022-0200). If your bill still mentions a legacy zone (EGD or Union North/South), it refers to the geographic part of the network rather than a separate company.
Where Enbridge Gas delivers natural gas
In plain words: if you live or run a business almost anywhere in Ontario where there is a natural gas main, Enbridge Gas is your distributor. Its footprint spans the Greater Toronto Area, Ottawa and eastern Ontario, Niagara, southwestern Ontario (London, Windsor, Sarnia, Chatham), central Ontario (Barrie, Orillia) and dozens of smaller communities. Smaller separate franchises exist (EPCOR Natural Gas in Aylmer, Utilities Kingston, Kitchener Utilities, and a handful of First-Nation co-operatives), but Enbridge Gas serves about three out of every four Ontario natural gas customers.
- •Greater Toronto Area: Toronto, Mississauga, Brampton, Vaughan, Markham, Oakville, Burlington
- •Eastern Ontario: Ottawa, Belleville, Cornwall, plus most of Lanark and Stormont counties
- •Southwestern Ontario: Hamilton, Niagara Falls, London, Windsor, Sarnia, Chatham-Kent
- •Central Ontario: Barrie, Orillia, Owen Sound, Sudbury (limited)
- •Aylmer, Bayham, Malahide (Elgin County) → EPCOR Natural Gas
- •Kingston → Utilities Kingston (municipal)
- •Kitchener → Kitchener Utilities (municipal)
- •Rural addresses with no gas main → propane, oil or electric heat (no distributor)
Not sure which gas distributor serves you? Check your most recent natural gas bill: the distributor's name and OEB licence number are printed at the top of the first page.
How Enbridge Gas's charges appear on your bill
An Ontario natural gas bill is broken into a handful of line items, all of which appear on the same Enbridge Gas invoice. Consumption is metered in cubic metres (m³) on the meter and converted to gigajoules (GJ) for the commodity charge (1 m³ of natural gas is roughly 0.0378 GJ at Ontario heating value). The cost of gas itself is what your supplier charges; the rest is what it costs Enbridge Gas to bring it to your meter.
The per-m³ rate for the natural gas you consume. Set by the OEB at the System Gas rate, reviewed every 3 months under the Quarterly Rate Adjustment Mechanism (QRAM). Replaced by a fixed-rate marketer rate if you have a Direct Purchase contract.
Enbridge Gas's transportation and distribution charge for moving gas from the gate station through the local mains and service line to your meter. Includes a fixed monthly customer charge plus a per-m³ delivery rate set by the OEB.
Upstream interprovincial pipeline cost to move the gas from the production basin (mostly Western Canada) to the Enbridge Gas city-gate. Pass-through of contracted pipeline tolls (TC Energy, Vector and others).
Cost of injecting gas into Enbridge Gas's Dawn Hub storage in summer and withdrawing in winter so supply matches the heating-season peak. Pass-through of OEB-approved storage charges.
The federal fuel charge on natural gas was wound down by the federal government in 2024-2025. Check the most recent bill: this line may show $0 or no longer appear. The provincial output-based pricing system applies only to large emitters, not residential bills.
The 13 % federal-provincial sales tax applied to the full subtotal (commodity + delivery + transportation + storage). Appears at the bottom of the bill.
Enbridge Gas's distribution rates are set by the OEB under its 2024-2028 Rebasing and Incentive Rate-setting Application, EB-2022-0200. The OEB approved a unified rate framework in 2024 with multi-year inflation-and-productivity caps and limited capital-tracker top-ups for specific approved system-renewal projects. Rates are filed publicly on the OEB's eFiling portal.
A practical implication: if a Direct Purchase marketer offers a low fixed per-m³ commodity rate, you'll still pay the same Enbridge Gas delivery, transportation, storage and HST. Switching marketers changes the commodity portion of your bill; it never changes Enbridge Gas's portion.
Variable per-m³ rate set by the OEB every 3 months under QRAM. Most Ontario residential customers are on this rate. Suits anyone who doesn't want to commit to a multi-year contract.
Fixed per-m³ rate locked for 1 to 5 years with a licensed marketer (Just Energy, Universal Energy and others). Hedges against winter price spikes; can be more or less expensive overall depending on the market.
Contact details: gas emergency line first
Enbridge Gas separates emergencies from everything else with two distinct phone numbers. The 24/7 gas-emergency line goes straight to the dispatch desk and is staffed at all times. The general customer-service line handles billing, moves, account changes and new connections during business hours.
Smell gas? Leave first, then call from outside. Do not use light switches or any electrical device inside. For an overpowering smell or hissing, call 911 first.
Monday to Friday, 7:00 a.m. to 8:00 p.m.; Saturday 8:00 a.m. to 5:00 p.m. (general enquiries; the gas-emergency line is 24/7)
500 Consumers Road
North York, ON M2J 1P8
Monday to Friday, 7:00 a.m. to 8:00 p.m. via My Account at enbridgegas.com
enbridgegas.com/safety
(for non-immediate concerns only)
For non-urgent questions you can also use Enbridge Gas's online tools: the report-an-emergency form, the safety hub, or the My Account portal at https://www.enbridgegas.com. Billing, contract or marketer questions also go to Enbridge Gas customer service unless you have a Direct Purchase marketer, in which case the commodity-related questions go to the marketer (their contact is on your bill).
Report a gas leak or emergency
A gas leak can ignite from a single spark. Do NOT operate any electrical switch, appliance, doorbell, garage door, vehicle ignition or mobile phone inside the building. Leave immediately, get everyone out, and only call the gas-emergency line from outside in fresh air.
If you smell the rotten-egg odorant (mercaptan) added to natural gas, hear hissing from a gas appliance or pipe, see dirt blowing for no reason near a service entry, or get a CO alarm, the fastest safe path is to evacuate first, then call 1-866-763-5427 from a safe distance. The Enbridge Gas dispatcher logs the address and assigns a qualified service technician.
Get everyone out. Open doors and windows on the way out to ventilate. Take pets if you can do so quickly.
Do NOT flip light switches, use phones, doorbells, garage doors, vehicle ignitions or any electrical device inside.
From a safe distance (a neighbour's house or your cell from across the street), call 1-866-763-5427. Have the address ready.
For an overpowering smell, audible hissing, anyone showing CO symptoms (headache, nausea, confusion) or any doubt, dial 911 first.
Do NOT re-enter until a qualified Enbridge technician confirms it is safe. Restoration of gas service may need a separate appliance-relight visit.
Enbridge Gas's emergency-response time is reported annually to the OEB. The OEB scorecard target is to respond to at least 90 % of public gas-emergency calls within one hour; the current scorecard is filed on the OEB scorecard registry. Calling Ontario One Call (Ontario's free locate service) at 1-800-400-2255 at least five business days before any digging is the single biggest way to prevent gas damages on your property.
Planned service interruptions for maintenance are normally posted 48 to 72 hours in advance by mail or door-hanger to affected addresses. If you depend on gas-fired medical equipment, register with Enbridge Gas's life-support program so you receive priority notification of planned interruptions.
New natural gas connection or service upgrade
For a new build, a service upgrade (adding gas to an electric home, increasing the meter size for a tankless water heater or whole-home generator), a temporary construction service or any work that requires changes to the physical service line or meter set, you deal with Enbridge Gas. Start at https://www.enbridgegas.com or call 1-877-362-7434. A licensed Ontario gas fitter (G1 or G2) must complete the in-house piping and obtain a TSSA-recognised permit before Enbridge Gas can turn the meter on.
The civic address and legal description (PIN or roll number for rural sites).
A sketch showing where you want the meter set, the desired routing of the service line, and any obstructions (decks, driveways, septic field).
The expected appliance load in BTU/hour (furnace, water heater, range, fireplace, generator), signed off by your gas fitter.
Municipal building permit, plus a certified G1/G2 gas fitter's TSSA-recognised sign-off once the in-house piping is done. Enbridge Gas cannot turn the meter on until TSSA-recognised certification is filed.
Standard urban residential. Greenfield mains extensions or rural service-line builds can run several months and may involve a contribution-in-aid-of-construction charge above the OEB-approved threshold.
Fixed connection component plus a per-metre charge above the contribution threshold defined in Enbridge Gas's Conditions of Service.
Once the service line and meter are installed, your account automatically opens under System Gas at the OEB-approved rate. You can sign a Direct Purchase contract with a licensed gas marketer at any time; the marketer registers the contract with Enbridge Gas and the commodity rate is replaced on your next bill cycle.
Moving home, transferring or closing a gas service
In Ontario the move-in / move-out conversation for natural gas starts with Enbridge Gas directly. Because Enbridge Gas is the default System Gas supplier, it closes the old billing account, opens the new one, and records the final meter read. If you have a Direct Purchase contract you also notify the marketer separately so they can transfer or cancel their commodity supply at the new address. Most move requests need 1 to 2 business days of notice; 5 is safer for end-of-month moves.
Call 1-877-362-7434 (or use My Account online). Give them the move date and the new address.
1 to 2 business days minimum; allow 5 for month-end moves. Same-day service is rare.
On the move-out date, Enbridge Gas records the final m³ reading remotely from the meter's AMR module or by an in-person read where AMR is not available.
Enbridge Gas issues a closing bill for the period up to the move-out date. The new address bill starts under a fresh account.
Administrative transfer only. No physical work, no service interruption. Your System Gas or Direct Purchase status carries over by default; tell Enbridge Gas if you want to change it at the new address.
Opening a fresh account is required at the new utility. Most common alternative inside Ontario is EPCOR Natural Gas (Aylmer + Bayham + Malahide); other small franchises include municipal gas utilities in Kingston and Kitchener.
Gas meters, meter reading and accuracy
Enbridge Gas owns the gas meter at your property, regardless of who supplies the commodity. The meter is the boundary between Enbridge Gas's responsibility (mains, service line, regulator, meter set) and your own (in-house piping and appliances). Residential gas meters in Ontario are mechanical diaphragm meters mounted outside the home, typically near the service entrance. Most are equipped with an Automated Meter Reading (AMR) module that transmits the m³ reading by short-range radio to a drive-by reader.
Most addresses. The meter logs consumption in cubic metres and an AMR module transmits the reading when a meter reader drives nearby. Where AMR works, no estimated bills.
Enbridge Gas pulls the meter and tests it on a calibrated bench against Measurement Canada's gas-meter tolerance.
Where AMR cannot be acquired (snow-buried meters, signal-blocked sites), Enbridge Gas estimates the bill. You can submit a manual m³ reading via My Account to true it up.
If the meter reads outside Measurement Canada's tolerance, the test is free and you get a billing adjustment back to the date the fault is presumed to have started. If the meter passes, the test fee is charged to you at the OEB-approved tariff rate.
What do you need to do with Enbridge Gas?
Pick an action. The tool shows the right phone, the right link, and what to expect. Nothing is sent anywhere.
Note: under AUC Rule 002, Alberta distributors are not required to pay automatic compensation for outages. Damage claims are evaluated case-by-case on negligence.
Compensation and damage claims: the honest version
Ontario has no automatic, statutory compensation scheme for customers affected by a natural gas service interruption. Unlike the UK's Ofgem Guaranteed Standards (which pay an automatic amount after defined service failures), the OEB's role is to require Enbridge Gas to report its safety and reliability performance every year in its public scorecard. Penalties for under-performance flow from the regulator to the distributor; they do not arrive in your mailbox as a credit.
If a furnace failed to re-light after a planned interruption, an appliance was damaged by an over-pressure incident, or you incurred a clear loss during a service interruption, you can file a damage claim with Enbridge Gas. The claim is evaluated on negligence.
- +Equipment failure (regulator, meter set, valve)
- +Crew error during work on the network
- +Over-pressure incident damaging appliances
- +Unplanned, Enbridge-caused service interruption
- ×Severe weather (frost heave, ice damage)
- ×Third-party dig-in (excavator hits the line)
- ×Customer-side piping or appliance failure
- ×Planned interruptions notified in advance
Most Ontario home insurance policies cover appliance damage at a low excess. If your loss is meaningful, the insurance route is usually faster than a denied utility claim. Keep dated receipts and photos either way. They're the only basis on which any claim can be evaluated.
Regulator and complaint escalation
If you can't resolve something directly with Enbridge Gas, there's a clear escalation ladder in Ontario. The Ontario Energy Board sits at the top as the economic regulator and the body that handles consumer complaints; the Technical Standards and Safety Authority (TSSA) covers physical gas safety, including leaks, appliance installations and certification of gas fitters.
Sets the System Gas rate (QRAM), approves Enbridge Gas's distribution tariff, oversees the EB-2022-0200 rebasing framework and reviews service-quality reporting (scorecards). Also runs the OEB Consumer Protection Office for individual disputes.
Administers the Technical Standards and Safety Act, 2000 and the Ontario gas-distribution code. Issues permits and certifies G1/G2 gas fitters. Investigates gas incidents (leaks, CO poisonings, appliance failures).
Most issues resolve here. Phone 1-877-362-7434 (Monday to Friday, 7:00 a.m. to 8:00 p.m.; Saturday 8:00 a.m. to 5:00 p.m.) or use My Account online.
If the front line can't fix it, request a written decision. This creates the paper trail needed for the next step.
The OEB investigates complaints involving Ontario LDCs, gas distributors and natural gas marketers. The service is free.
Last resort. For tariff matters you can intervene as a registered intervenor in a rate proceeding. For damage claims that are denied, civil court is the final route. For safety incidents, file separately with TSSA.