Frequently asked questions

The list below includes measures that were added to the program in January 2021. Since then, other measures have been added in semi-annual program updates. For more information on each program update, please see these pages:

• Spring 2023 program update
• Fall 2022 program update
• Spring 2022 program update
• Fall 2021 program update
• Spring 2021 program update

Keep up with program changes by visiting Latest Energy News & Incentive Updates | Save on Energy.

Applications for the Retrofit custom stream will be required to submit a Measurement & Verification report only if the incentive for the project is $80,000 or greater. Applications with prescriptive measures only do not require measurement and verification. However, your application may still be subject to QA/QC. If this is the case, your technical reviewer will advise you what is required.

As part of the 2023 Retrofit program spring updates, the $1,000,000 per application cap on incentives has been removed. However, incentives continue to be capped at 50 percent of eligible costs.

Based on feedback from stakeholders, the IESO re-introduced the custom stream of applications for the Retrofit program, effective May 17, 2023. The custom stream will enable the Retrofit program to incent more energy-efficiency measures for non-standard projects and operating conditions and to provide customers with additional opportunities for savings.

Participants can now choose to apply for incentives under the custom or prescriptive stream, depending on the size and complexity of their Retrofit project. We recommend that you first speak to your Save on Energy representative to see how the Retrofit program can meet your needs.

If an application has already been submitted but is not yet pre-approved, applicants are able to cancel their prescriptive application and resubmit it under the custom stream.

If an application has already been pre-approved, applicants cannot cancel it to re-apply in the custom stream. Applications that have already been pre-approved have incurred program administration costs that are paid by ratepayer funding. It is important for the IESO to avoid paying these costs twice for the same service on the same project to ensure cost-effective program delivery, maximize funding available for participant incentives and protect ratepayer investment.

Applicants with pre-approved applications are reminded that the prescriptive stream offers a streamlined application, faster turnaround, no measurement and verification requirements and still attractive incentive levels. Program participants can choose either the custom or prescriptive stream for any applications submitted May 17, 2023 or later.

The Retrofit custom stream offers financial incentives to help businesses undertake larger, more complex retrofit projects, which are more reflective of the participant’s actual operating conditions. The custom stream is structured to accommodate a wider range of project types.

The Retrofit prescriptive stream offers incentives for projects that are more targeted retrofits. Incentive measures focus on commonly used products and technologies and is suitable for more typical upgrades of equipment. Businesses can receive incentives under three areas a. lighting b. HVAC and c. manufacturing and other equipment.

The Energy Performance Program is designed for large businesses and provides incentives for reducing energy consumption regardless of the technology used. Incentives under EPP are based on a pay-for-performance model that encourage whole building energy performance improvements, as well as peak demand reduction. To find out which stream is suitable for your Retrofit project, look up the program comparison guide.

You can sign up for a new account by filling out this form. The form submits your request to register for the Retrofit application portal. You will then receive an email to activate your account. The activation link will take you to a page to create your password and security questions. Once you’ve completed these steps, you will be able to log in to the new Retrofit application portal.

You can view all applications associated with your User ID in the Retrofit application portal. If you have more than one User ID, you will need to login with each User ID to see all your applications.

If you have questions about an application made before April 1, 2019, please contact your local electricity distribution company.

Support is available for customers of the Save on Energy Retrofit program to help them complete applications, move applications from pre-approval to project completion and all steps in between. Three service providers – Enerva (Toronto), CLEAResult (Central and Southwestern), and ICF (Northern and Eastern) – have Save on Energy representatives reaching out to customers to answer questions and to provide advice on energy-efficiency projects through the Retrofit program. Customers who submitted Retrofit applications before 2021 can continue to work with their current Save on Energy representatives until their projects are completed. For more information or to get in touch with a Save on Energy representative in your area, please contact the Retrofit Support Line at 1-844-303-5542, or email retrofit@ieso.ca.

Please note our Save on Energy representatives use email addresses that end in retrofitprogram.ca.

The Save on Energy Retrofit representatives can help identify retrofit opportunities, clarify program requirements, build and submit program applications, and close out projects. They can also visit your project site and conduct in-person training for your team on how to navigate the Retrofit Portal, complete worksheets, meet program requirements and more. Site visits and in-person training are subject to COVID-19 regional restrictions.

Local distribution companies are still supporting the closeout of Retrofit applications from the previous framework—those that were pre-approved before May 1, 2019. If you are unable to reach your local distribution company, please contact the Retrofit Support Line at 1-844-303-5542, or email retrofit@ieso.ca.

If requested, Save on Energy Retrofit representatives can provide customers with several options for contractors or suppliers that service their area and have previously successfully participated in the Save on Energy program. Please be aware that this is not a recommendation or endorsement of the named companies.

Contact your Save on Energy Retrofit representative prior to submitting your multi-site application to ensure smooth processing. Contact the Retrofit Support Line at 1-844-303-5542, or email retrofit@ieso.ca to be assigned a Save on Energy Retrofit representative.

Yes, you need to create an account to sign off on your application. Even if you assign a third party (an applicant representative) to act on your behalf, as the Applicant you will still need to submit the final application to the IESO and you need an account to do that.

Both approaches work. An Applicant Representative can create a new application by first specifying the Applicant (or organization seeking the rebate) he or she is working for and by then proceeding to create the new application. As an alternative, Applicants can also assign their application to an Applicant Representative to prepare. In all cases, however, the final application must be sent by the Applicant to the IESO for approval through the Retrofit portal.

The Applicant Representative prepares and submits the application to the Applicant, who in turn reviews and submits the application to the IESO. Only an Applicant can officially submit a Retrofit application to the IESO.

When you begin your project is up to you. You can start work once your application is submitted, or you may wait until your application receives pre-approval to ensure it meets program requirements. If you choose to start your project before your application is pre-approved, it is important to know there is a risk that your project may receive a lower than expected incentive amount, or that your project application may not be approved.

Before you start your project, you should also be aware that some projects are selected for quality assurance and quality control (QA/QC) based on their incentive amounts, and that some smaller projects are selected at random. Photos are often required for this purpose – check the QA/QC Guidelines and Photo Best Practices to make sure you have what you might need.

There is no grace period for submitting an application for a project that has already started. As described in the program requirements, participants must not have entered into a binding commitment prior to applying to the Retrofit program.

Customers must sign and submit the Retrofit application before a binding commitment occurs; examples include: 1) Purchase order issued, 2) Contract signed with a service provider, 3) Equipment purchased, including ordered but not paid for.

Contact your Save on Energy representative before you start your project; if you do not know your representative’s details, please contact the Retrofit Support line at 1-844-303-5542, or email retrofit@ieso.ca.

Once your incentive invoice has been approved, it should take between eight and twelve weeks to receive your incentive.

The completion date for your Retrofit project depends on when you submitted your application.

If you submitted your application on or before December 4, 2020, the IESO is offering an extension to the December 31, 2022, timeline for the completion of your Retrofit project to June 30, 2023. To be eligible for this extension, program participants will need to provide confirmation to their Save on Energy representative that material progress has been made in initiating and completing their project (e.g., a purchase order has been issued for equipment). The deadline to request this extension and provide the required confirmation is December 31, 2022. Program participants who are approved for the extension will also be required to sign an amending agreement. Please speak to your Save on Energy representative if you require this extension. 

If you submitted your application on or after January 4, 2021, then your project must be completed by December 31, 2025, to be eligible for an incentive.

If you submitted your application before April 1, 2019, and it was approved by your local hydro utility, then your project must be completed by August 31, 2022, in accordance with the terms of the Participant Agreement, as amended to extend the project timelines. If certain conditions are met, an extension is available to December 31, 2022. If you have any questions or would like more information, please contact your local hydro utility.

It is always best to complete all the information in the application, but we recognize that sometimes that isn’t possible – for example, when a tender process hasn’t been concluded. In this case, applicants should estimate the project costs and include a note explaining why they are estimated and when actual costs are expected to be available. This will help the technical reviewer understand why estimated costs were included in the application.

Incentive values have changed in the new Retrofit program that was launched January 4, 2021. Your incentive will be calculated in accordance with the applicable program requirements, based on when you submitted your application.  

If you submitted your application on or before December 4, 2020, then your incentive will be based on the 2020 Retrofit program incentive values. If you submitted your application on or after January 4, 2021, then your incentive will be based on the new 2021 Retrofit program incentive values.

Please contact your local hydro utility if it approved your application and you have questions about how your incentive was calculated.

Pre-approval means that the IESO has reviewed your application and the project has been deemed eligible for a Retrofit program incentive. A formal notice will be sent through the Retrofit portal stating that you may proceed with the project in accordance with the program requirements.

Most application pre-approvals take about two to three weeks to complete. The approval time can often depend on the complexity of the project and the amount of follow up required.

If a high volume of applications has been received, pre-approval time may exceed this timeline. The IESO recommends checking in with your technical reviewer or signing in to your Retrofit portal account to keep track of your application’s progress.

During the pre-approval process, your technical reviewer may determine that your application requires further information to support pre-approval. Mandatory quality assurance and quality control (QA/QC) is required for projects that exceed certain incentive amounts, as well as for some smaller projects selected at random. Please refer to the QA/QC guidelines for more information.

During the pre-approval process, your technical reviewer may determine that your application requires further information to support pre-approval. Mandatory quality assurance and quality control (QA/QC) is required for projects that exceed certain incentive amounts, as well as for some smaller projects selected at random. Please refer to the QA/QC guidelines for more information.

You may submit pictures showing the existing conditions to support your application. However, QA/QC requirements can vary slightly from project to project and your technical reviewer may request further specific photographs to fulfill the QA/QC requirements once the application review process has begun.

Please refer to the Top Tips guide and Photo Best Practices for more information.

Yes – participants need to upload an incentive invoice to the portal once their application is post-approved for the incentive to be paid. Please do not send an invoice, either paper or electronic, to the IESO. Incentive invoices will only be accepted if they are uploaded to the Retrofit portal.

Please check our invoice guide and template for guidance on what needs to be included and how to upload it to the portal.

If several facilities were the subject of a multi-site application, one incentive invoice should be uploaded for the total incentive for the application. If the facilities applied to the program under separate applications, separate invoices should be submitted, one for each application.

One incentive invoice should be uploaded for each application and should be specific to the application.

Your invoice should include the following:

• IESO’s Address: 120 Adelaide Street West, Unit 1600, Toronto, ON M5H 1T1
• Applicant’s company address
• Applicant’s company HST number
• Incentive amount (exactly as post-approved)
• HST on the incentive amount if applicable
• An issue date

Save on Energy does not pay late fees for incentive payments; please do not include late fees on your invoice or it will not be approved.

Please check our invoice guide and template for more guidance on what needs to be included.

Please upload your invoice to the Retrofit portal. It should not be sent to the IESO. Please note that the IESO does not pay late fees for incentive invoices.

You can check out this brief video, Submitting a Final Invoice, for steps on how to upload your invoice. If you have not registered for the portal, you may sign up here.

The incentive will be sent by cheque to the address listed as the applicant address under applicant details in the Retrofit application. To clarify, this is not the address listed on the applicant’s account. If the address needs updating, please call the Retrofit Support line at 1-844-303-5542, or email retrofit@ieso.ca.

Retrofit participants are requested to submit invoices to the IESO for their participant incentives for multiple reasons. Invoices serve as accounting records to support the incentive payments made by the IESO and satisfies various auditing and accounting record keeping requirements. Invoices also ensure the incentive funds are paid to the right applicant (i.e., a business entity) rather than individuals or applicant representatives. Furthermore, invoices provide the IESO with required information on payment method, remittance notices as well as details of tax being charged by the applicant, along with HST registration numbers, where applicable. The latter two serve as records for the IESO as part of its own tax filings. Proper audit and documentation allows the IESO to identify the programs for which the payment is for, ensures the invoice is paid on a timely basis and enables follow up with the proper contacts to resolve issues, if any.

Yes. A multi-site application provides the convenience of one application for many different facilities, but it is treated as one application, so all the measures need to be installed at all of the facilities for the application to move forward to post-approval.

One cheque is generated for each individual application, so a multi-site application will receive one cheque.

A multi-site application provides the convenience of one application for many different facilities, but it is treated as one application, so one cheque is generated for each individual application. One cheque per facility is not available for a multi-site application.

Yes. All of the facilities in a multi-site application need to meet the minimum track incentive and savings requirement for the application to be eligible. A facility that does not meet the eligibility requirements must be removed from the multi-site application. Please refer to the Retrofit Program Requirements for the eligibility requirements that apply to each facility in a multi-site application.

Facilities in a multi-site application may be selected for mandatory or random QA/QC. Mandatory QA/QC is required for facilities where the facility incentive exceeds $20,000 (or when the Custom incentive is greater than $10,000 for applications submitted by December 4, 2020). Facilities in a multi-site application may be randomly selected for QA/QC, even if the incentive is below the mandatory QA/QC incentive amount. Only the facilities in a multi-site application that are selected for mandatory or random QA/QC are required to provide additional documents to capture the existing baseline and proposed retrofit conditions. Please refer to the QA/QC Guidelines for more information on the QA/QC process and information required when a facility is selected.

Facilities in a multi-site application may be subject to M&V requirements based on a facility’s project, track and incentive. M&V requirements are only required for facilities with projects that are applying through the Custom track (applicable to applications submitted by December 4, 2020), as described in the  Measurement and Verification Procedure. Please refer to the Measurement and Verification Procedure for more information on projects that are subject to M&V requirements and the information required.

Yes. Documents are required to support the information for each facility in a multi-site application and need to be uploaded with your online application. You may choose to upload one file containing all of the information required for all of the facilities in the multi-site application, as long as the information for each facility is clearly labelled. The technical reviewer may request clarification or additional information if the documents do not clearly specify the applicable information for each facility, or do not match the application details in the Retrofit portal.

Ontario Regulation 522/20: Electrical and Electronic Equipment (EEE)

Under 2021-2024 CDM Framework, a signed disposal confirmation form is the only document required for post-project submission. Please note that providing disposal certificates and other proof of disposal is no longer required. However, participants should be careful to select vendors/contractors who are aware of the Retrofit Program Disposal Requirements and who are able to properly dispose of and/or decommission the old equipment.

If you have any questions about the disposal documentation, please contact your Save on Energy representative or the Retrofit Support line at 1-844-303-5542, or email retrofit@ieso.ca.

Yes. The Participant Agreement that is accepted at the start of the application indicates that the “Participant will take all necessary steps to have equipment that was removed or replaced as part of any Project disposed of or decommissioned in accordance with appropriate disposal or decommissioning processes, applicable laws and regulations, and in accordance with commercially reasonable environmental practices and shall evidence such activities by appropriate disposal certificates or similar documentation.”

It is the applicant’s responsibility to ensure that the contractor hired follows appropriate disposal or decommissioning processes and provides disposal documentation issued by qualified disposal facilities. These facilities must be registered and licensed to handle and dispose of the equipment and materials. For applications submitted on or before December 4, 2020, this documentation must be included with your post-project submission in the Retrofit portal. Please note there are different post-project submission requirements for the 2021 program.

All equipment, including ballasts, must be disposed of or recycled and properly documented.

If you do not have the appropriate documentation, your incentive could be at risk when the post-project submission is reviewed.

There are various regulations and laws in Ontario outlining disposal requirements for different equipment and substances under waste management. See https://www.ontario.ca/page/waste-management. The province’s hazardous waste laws set out rules and guidelines for proper management and disposal of hazardous waste and materials that may be removed when you complete your Retrofit projects. See https://www.ontario.ca/page/hazardous-waste-management-business-and-industry. 

Your local municipality may also have resources on waste management and disposal, and may list eligible disposal facilities in your area. 

Other organizations such as the Recycling Council of Ontario and registered Ontario waste disposal companies may have best practices and programs that can help you to properly manage and dispose of your old equipment, both hazardous and non-hazardous.

Proper disposal documentation must:

• Be issued by a licensed disposal facility 
• Reference the participant company name and contact information
• Include:
  • Project site address
  • Quantity and type of equipment
  • Date of equipment disposal
  • Name of disposal facility authority
  • Receipt(s) for disposal services

Please note there are changes in submission requirements for the 2021 program; a disposal confirmation form is required to be submitted with post-project documentation.

If there are concerns about the contents or type of documentation, contact your Save on Energy representative or the Retrofit Support line at 1-844-303-5542, or email retrofit@ieso.ca.

There is a consideration in the Participant Agreement, which is accepted at the start of the application process, which states that “the Participant may utilize their removed or replaced air compressor for emergency back-up situations and/or scheduled maintenance purposes only. The Participant shall record the number of hours the removed or replaced air compressor is utilized which shall not exceed 4% of the annual average run time of the air compressor. The Participant shall provide the log of recorded emergency and/or scheduled maintenance use to the IESO upon request.”

To understand the type of documentation needed for this exception, contact your Save on Energy representative. 

Contact your Save on Energy representative or the Retrofit Support line by calling 1-844-303-5542, or by emailing retrofit@ieso.ca.

Participants in the Retrofit program are still obligated to properly dispose of and/or decommission the equipment that has been removed from their facilities. 

A disposal confirmation form is now required to be submitted with post-project documentation to collect information in a consistent manner and reduce information requests. However, disposal certificates and other proof of disposal may be requested by the technical reviewer if there are any discrepancies, so it is recommended that you keep these records on file.

Energy-efficient equipment is eligible for incentives in the Retrofit program for a new load provided that:

• the facility meets the program requirements; that is, it is a non-residential/commercial building connected to the electricity grid when the application is pre-approved
• the equipment being installed is an eligible measure in the program 

Projects with facilities that do not meet the above requirements are not eligible for Retrofit program incentives.

New loads may occur in existing facilities or in “new construction” facilities. New construction facilities include New Building Systems, an Extension of Existing Building, Extensive Renovation, and Change of Major Occupancy, as defined in the Ontario Building Code.

Certain prescriptive measures are not eligible for “new construction” or “avoided consumption” incentives. Please refer to the optional worksheets or the Retrofit portal to confirm if the measure is eligible for these types of project incentives.

If you have additional questions about “new construction” or “avoided consumption” projects, please contact your Save on Energy representative.

No, a one-to-one replacement is not required as long as the installed energy-efficient equipment meets all eligibility criteria. Note that spare parts, spare equipment or other inventories are ineligible.

Currently, these measures are not eligible for the 2021 Retrofit program. However, incentives and measures will be updated throughout the course of the four-year framework, based on marketplace feedback. A new form is available on the Save on Energy website to accommodate such suggestions.

You may also want to consider other Save on Energy programs to see if they can better meet your needs. These include the Energy Performance Program, which provides incentives for reducing energy consumption regardless of the technology used.

Incentives are available for commercial customers who operate multi-residential buildings to replace some inefficient appliances in the suites of their buildings. These measures include refrigerators, in-suite temperature controls and room air conditioners. Please see the Multi-residential In-suite worksheet.

Incentives are also available for eligible measures in common areas including the lobby, stairwells, hallways and common rooms of multi-residential buildings. Please refer to the Lighting, Unitary AC and Unitary ASHP worksheets.

It depends on the project. For example, if you are replacing a pump motor with an efficient one and installing a VFD, you can apply under both the Motor worksheet and the VFD worksheet.

However, if you are replacing an existing chiller with a high-efficiency chiller that includes VFDs, you should only use the HVAC Chiller worksheet, as the VFD is an integral part of the equipment and is necessary to reach the minimum efficiency specified on the HVAC Chiller worksheet.

Upon moving to SSL V5.1, products that did not meet the technical requirements were delisted June 30, 2022 (SSL V5.0). (Visit the DLC website to learn more). The IESO has extended Retrofit program eligibility to December 31, 2022, of all measures that were delisted on June 30, 2022.

Yes, DLC fixtures with a primary use designation of ‘Parking Garage Luminaires’ will be accepted under the Low-Bay tier in the 2021-2024 CDM Framework. These fixtures must meet the Low-Bay criteria (≤10,000 lumens, ≤100 W) and must be installed in an indoor parking garage.