Service Disconnections & Connections FAQ

It is important to understand the laws regarding disconnecting and reconnecting electrical service from the Toronto Hydro distribution network to a home or business.

alert Please be advised only an authorized Toronto Hydro employee or a qualified Toronto Hydro contractor working on behalf of Toronto Hydro can disconnect or reconnect services. This includes any disconnection at the meter. Toronto Hydro must be contacted to arrange for any disconnection or reconnection prior to commencement of customer work.

General electrical contractors are prohibited from performing this service.

Q: When did this start?

A: This has always been part of Toronto Hydro-Electric System Limited’s (Toronto Hydro) Conditions of Service. Across Ontario, all utilities including Toronto Hydro have the authority to enforce their conditions of service as a means to help ensure consistent practice and public safety. You can read Toronto Hydro’s Conditions of Service here.

Q: What is required for a disconnection?

A: Customers or contractors must call 416.542.8000 (press 4) (8 A.M. to 4 P.M., Monday to Friday) to schedule an appointment for a disconnection. You will be required to submit an Application form along with a Temporary Service Disconnection form (signed by the account holder) and send them to customerrequest@torontohydro.com.

You must also contact the Electrical Safety Authority (ESA) at 1.877.372.7233 to perform a safety inspection for the day of your appointment. (Please note: an ESA inspection is required for any home improvements that involve modifications to your electrical service.)

Get full details on temporary disconnections

Q: What information is required to make an appointment?

A: Please have the following information handy:

  • Contact name, address and telephone number(s)
  • Contractor and/or agent contact information (if one is working on your behalf)
  • Address of the property requiring service, including postal code
  • Service and request details, including preferred date for disconnections/reconnections

Q: How much notice is required for an appointment?

A: Within five business days of submitting your request, a Toronto Hydro representative will contact you to review the details and schedule a site visit, if required. Following the site inspection, our representative will provide you or your agent/contractor with instructions.

Q: When will the disconnection/reconnection be scheduled?

A: After speaking to a Toronto Hydro representative, allow for a minimum of two to three weeks for the actual disconnection date. Disconnections/reconnections are performed between the hours of 8 A.M. and 4 P.M., Monday to Friday. Work performed outside of those hours will incur overtime charges calculated by individual site and circumstance. Please note that temporary service disconnections are weather and emergency dependent. Toronto Hydro reserves the right to reschedule.

Q: What if I want to cancel a disconnection or reconnection?

A: We require 24 hours minimum cancellation time from the customer or contractor.

Q: What happens on the day of disconnection?

A: On your scheduled service day, Toronto Hydro crews will temporarily disconnect and reconnect your electrical service, as requested. Important: Please note that if an ESA inspection is required for electrical work, Toronto Hydro WILL NOT reconnect your service without your ESA Connection Authorization. An ESA inspection is required for any home improvements that involve modifications to your electrical service. Please contact the ESA at 1.877.372.7233 to perform a safety inspection.

Q: How much does it cost?

A: Costs are dependent on the nature of the work being performed. Please contact 416-542-8000 #4 for details and to obtain Job Quotation.

Q: Why is there a cost when isolations are required for home maintenance work?

A: Any work that is unrelated to the electrical system (e.g. home maintenance) is the responsibility of the customer.

Q: How is payment handled?

Payment must be submitted in full to Toronto Hydro before the appointment is confirmed.

Payments are accepted by cheque only. Mail or drop off at:

Toronto Hydro
500 Commissioners St.
Toronto, ON M4M 3N7
Attn: Miscellaneous Accounts Receivable Department

Offices are open Monday to Friday, 8:00 A.M. – 4:30 P.M. Please use the drop off box after hours.

Q: Do Authorized Contractor Program (ACP) contractors have pre-approved authorization from Toronto Hydro?

A: No, ACP contractors do not have authority to complete isolation requests (disconnection or reconnection), or any other work on Toronto Hydro’s distribution system. ACP contractors are only pre-approved through the ESA to work on customer-owned equipment.

Q: How can a contractor become qualified by Toronto Hydro to perform isolations?

A: Toronto Hydro currently has a list of approved contractors who are qualified to work on the distribution system. These contractors have been selected through a tendered selection process. Toronto Hydro is not accepting applications at this time.

Q: Can customers schedule appointments with a qualified Toronto Hydro contractor?

A: No, Toronto Hydro must schedule appointments on the customer’s behalf.

IMPORTANT LINKS

Electrical Safety Authority website
ESA Electricity Act

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