Collections, Disconnection and Customer Assistance Information - someone looking out window with coffee cup in hand

We understand that sometimes circumstances can make it difficult to pay your bills. That’s why we make every effort to work with you by looking at different options to help you resolve any arrears. Know that disconnecting electrical service is always the last measure – especially in the winter months when it’s the coldest.

The following information is applicable to residential customers only:

No service disconnections: November 15 – April 30

In keeping with the requirements of our Regulator, the Ontario Energy Board (OEB), we will not be disconnecting service to residential customers for non-payment between November 15 and April 30 of each year. However, it’s important to note that you’ll still remain responsible for payment of these charges and any other unpaid amounts, and when the weather warms up, you may risk service being disconnected if you haven’t paid your bill or made payment arrangements.

No reconnection fee: November 15 – April 30

If you’re a residential customer and your service has been disconnected, we will reconnect your service without a reconnection charge for the winter season by November 15. If you don’t have power during this period, you are urged to contact us at 416-542-8000. Please note, however, that you will continue to remain responsible for payment of accrued and continuing arrears on your account, even though power has been reconnected to your home.

If your electricity has been off for more than six months

If your electricity has been disconnected for more than six months, an inspection by the Electrical Safety Authority (ESA) is required to make sure your electrical system is safe before power can be reconnected. Please contact ESA at 1-877-372-7233 to arrange your inspection and identify yourself as part of the “winter relief program”. For more information, please visit the ESA's website.


Has your service been disconnected?

Please contact Toronto Hydro immediately at 416-542-8000.

How can I get my service reconnected?

  • In order to get your service reconnected, you must contact Toronto Hydro at 416-542-8000 and:
    1. immediately pay the full amount indicated on the disconnection notice you received prior to disconnection, or
    2. enter into a satisfactory arrangement with Toronto Hydro, such as an arrears payment agreement or payment plan

How can I make a payment after disconnection?

  • To ensure no delay in reconnection, we only accept payment by Visa, MasterCard and Western Union (use code “Arrears.ON”)
  • If you enter into a payment arrangement or don’t require reconnection for a few days, we’ll also accept the following payment options: Online bank payment, telephone banking, bank teller, cheque and Canada Post MoneyGram

I’m unable to pay the full amount indicated on the disconnection notice. Can I make a partial payment?

  • If you can’t pay the full amount indicated on the disconnection notice, please contact us immediately at 416-542-8000 and we can work together to discuss payment options

How can I get assistance?

My account is paid in full or I entered into a payment arrangement with Toronto Hydro. What happens next? When will I be reconnected?

  • We’ll reconnect your electricity service within two business days from the date of the payment confirmation
  • For safety reasons, the account holder or authorized adult representative must be present at the service address at the time of reconnection. We cannot reconnect service if no one is home. Please contact Toronto Hydro at 416-542-8000 to schedule a reconnection appointment
  • Where your service has been disconnected for more than six months, you must arrange for a safety inspection from the Electrical Safety Authority (ESA) prior to reconnection. Please see the ESA's website for more information.

Did you receive a disconnection notice?

Did you receive one of the following GREEN Toronto Hydro disconnection notices?

Front

Back

This notice indicates that we may disconnect your electricity service for non-payment after 10 days from the date of the notice. Please contact Toronto Hydro immediately at 416-542-8000 to avoid disconnection:

  • If you have paid the full amount indicated on the disconnection notice, advise us so we can cancel the disconnection
  • If you’re unable to make full payment or if you require assistance, please contact us so we discuss options that are available to you

What happens next?

  • If you pay the full amount indicated on the disconnection notice and notify us by the scheduled disconnection date, we will cancel the disconnection
  • If you don’t make payment in full or don’t contact us, you’ll receive an automated call at least 48 hours prior to the scheduled day of disconnection, and to remind you that there are options available to you, including assistance programs
  • If you apply for assistance under the Low-Income Energy Assistance Program (LEAP), the intake agency will notify us and the disconnection will be suspended for 30 days from the date of notification. Please see below for more information about LEAP

How can I make a payment?

  • We accept the following payment options: Online bank payment, telephone banking, bank teller, cheque and Canada Post MoneyGram. Please ensure payment is sent five business days prior to the disconnection timeframe noted to ensure sufficient processing time. If you’ve received a Disconnection Notice, you may also pay by Visa or MasterCard
  • On the day of the scheduled disconnection, we will only accept payment by Visa, MasterCard and Western Union (use code “Arrears.ON”)

I’m unable to pay the current balance on my bill. Can I make a partial payment?

  • If you can’t pay the full amount, please contact us immediately at 416-542-8000 to discuss your payment options. We’re always ready to assist and discuss payment arrangements or other options to help you through this difficult time. By doing so, you may be able to avoid disconnection, collection fees and late payment charges

How can I get assistance?

Your rights as a customer

We do our best to work with you to resolve arrears and to ensure the continuation of service. If you fall behind on your bill, your next bill will clearly show arrears, you’ll also receive a reminder notice and phone call from us. You’re encouraged to call at any point so we can establish a payment arrangement. The disconnection of service is always the last measure.

We’ll always reach out to you before we disconnect for non-payment, and in several ways

  • After your bill is overdue, you will receive a written reminder notice and an automated call with information on your overdue balance, payment options, and our contact information
  • We’ll never disconnect service without hand delivering or mailing a written notice
    • 10 days in advance, or
    • 60 days in advance, if you have provided Toronto Hydro with documentation from a physician confirming that disconnection poses a risk of significant adverse effects on the physical health of the residents of your household
  • We’ll also make an automated call at least 48 hours prior to the day of disconnection to provide final warning and to inform you of your options, including payment options and assistance programs
  • You’ll be able to make a payment or enter into a payment arrangement with us up to and on the day of disconnection
  • If you apply for the Low-Income Energy Assistance Program, Toronto Hydro will suspend disconnection for 30 days while your application is under assessment. Please see below for more information regarding the Low-Income Energy Assistance Program
  • Toronto Hydro will not disconnect you if you enter into and maintain an arrears or payment plan. Please see below for more information regarding arrears payment agreements

We’ll protect your health and safety

  • November 15 to April 30 – Toronto Hydro will not disconnect service in accordance with the OEB winter disconnection ban. For more information, please see “No Service Disconnection”
  • Colder than -15 degrees Celsius any time in the year – Toronto Hydro will not disconnect service
  • Hotter than 30 degrees Celsius any time in the year – Toronto Hydro will not disconnect service. A timed load interrupter device may be used instead of disconnection
  • *NOTE: A timed load interrupter device is a device that allows the flow of electricity to your home intermittently, according to a schedule that is pre-set by Toronto Hydro. The schedule is designed to help ensure that customers’ homes are sufficiently heated in the winter, while also providing some access to electricity to satisfy basic household requirements. This may assist customers in managing their electricity costs.
  • Toronto Hydro’s Disconnection Notices are always accompanied by the Fire Safety Notice of the Ontario Ministry of Community Safety and Correctional Services. This Notice provides important information regarding fire safety where electricity is disconnected.

We’ll address your concerns in a timely manner

Customer Service is an important part of the way we do business. It's our goal to deliver superior service that meets your expectations on every phone call, email exchange or home visit. Our Customer Service Representatives are trained to assist you with your inquiries and concerns. If you have a question or concern, please visit the following link.

Programs to help you with your bill

Ontario Electricity Support Program (OESP)

The OESP is an Ontario Energy Board (OEB) program that lowers electricity bills for eligible low-income households. The OESP provides a monthly credit to customers based on their household income and household size. The OESP credits are applied directly to eligible customers’ bills.

To learn more about OESP, please visit the following link.

Low-Income Energy Assistance Program (LEAP)

LEAP Emergency Financial Assistance is a year-round program developed by the Ontario Energy Board (OEB) to assist low-income customers with their energy bill payments. Toronto Hydro funds LEAP through its rates. The program provides a one-time grant of up to $500 (per year) to eligible customers having difficulty paying 'past due' electricity bills.

To learn more about LEAP, please visit the following link.

Eligible low-income customers

Arrears Payment Agreements (APAs)

Any residential customer who’s unable to pay his/her current or past due bills is entitled to enter into an APA with Toronto Hydro.

In order to enter into an APA, please contact Toronto Hydro at 416-542-8000. Our agents are ready to assist you Monday to Friday, 8 a.m. to 8 p.m.

What’s an Arrears Payment Agreement (APA)?

  • An Arrears Payment Agreement or APA is an agreement between you and Toronto Hydro for the payment of fixed monthly instalments towards your past due bills. We will not disconnect service as long as you continue paying the agreed upon installments under the APA

How much do I have to pay under an APA?

  • The amount of monthly installments you pay under an APA depends on 1) the amount of your monthly bills 2) the past due amounts on your account 3) the duration of the APA
  • In order to enter an APA, you may be required to pay a down payment of up to 15% of your past due amounts, including late payment charges but excluding other service charges
  • NOTE: If you’re an eligible low-income customer, you’ll benefit from special rules. Please see the Ontario Energy Board’s website for more information

How long does an APA last?

  • The duration of an APA depends on the past due amounts left on your account and the average amount you’re billed per month:
    IF you owe: THEN your APA timeline will be:
    Less than twice your average monthly bill At least five months
    More than twice your average monthly bill At least ten months

What happens if I’m unable make payments under an APA?

  • If you’re unable to pay your monthly APA instalment or if you missed any APA installments in the past, please contact Toronto Hydro immediately at 416-542-8000 for assistance
  • If you miss more than one payment over two months, your APA will be cancelled and you may be subject to disconnection
  • NOTE: If you’re an eligible low-income customer and you miss more than two payments over two months, your APA will be cancelled and you may be subject to disconnection
  • Toronto Hydro will give you written notice 20 days before an APA is cancelled
  • If you pay the overdue amounts on your account by the APA cancellation date, Toronto Hydro will not cancel the APA

Can I enter into another APA?

  • If you successfully completed a previous APA, we will provide you a subsequent APA
  • If you default on payments under an APA, we will not provide you another one until one year has passed since the cancellation of the previous APA
  • If you’ve exhausted all other options, we will take your situation into account and may offer payment plans to assist you in paying your bills and overdue amounts

We care about our customers and strive to provide excellent service. Should you have any questions or require additional information, please don’t hesitate to contact us via email at contactus@torontohydro.com or by phone at 416-542-8000, Monday to Friday from 8 a.m. to 8 p.m.

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