Choosing a submetering provider is a significant decision for any building. The provider will handle billing, customer service, and meter maintenance for years. Here is how to evaluate your options.
Start with licensing. Every submetering provider operating in Ontario must hold an OEB licence. Ask for the licence number and verify it through the OEB. If a provider cannot provide a valid licence number, do not proceed.
Evaluate billing and customer service capabilities. Ask how bills are delivered (mail, email, portal). Ask what payment options residents will have. Ask how quickly the provider responds to billing inquiries. Ask how disputes are handled. The OEB Unit Sub-Metering Code sets minimum standards for all of these areas.
Ask about the technology. What type of meters are used? Are they billing-grade and compliant with Measurement Canada requirements? How are meter reads collected (manual, remote, networked)? Is there a resident portal for viewing usage? What happens if a meter fails?
Understand the contract terms. How long is the agreement? What happens at the end of the term? Who owns the metering equipment? What are the termination provisions? What is the provider's obligation for maintenance and replacement?
Ask for references. A reputable provider should be willing to connect you with boards or property managers at similar buildings. Ask those references about installation experience, billing accuracy, customer service responsiveness, and any issues they have encountered.
Red flags to watch for include providers who cannot provide an OEB licence number, providers who are vague about their service charges, providers who pressure you to sign quickly, and providers who do not have a clear plan for resident communication and onboarding.
The right provider is one that is licensed, transparent, responsive, and has a track record of successful installations in buildings similar to yours.