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Frequently Asked Questions About TelPay

The FAQ below provides quick answers to frequently asked questions about paying your eBills online with TelPay.

What is TelPay online?

TelPay online is a bill payment processing service that enables eBills customers to pay their hydro bills online, directly from their Toronto Hydro Electric System Limited eBilling account. TelPay works in conjunction with eBills, and gives you the freedom to receive and pay your bills online 24 hours a-day, 7 days a week.

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What are the benefits of using TelPay online?

With eBills and TelPay, you are given convenient and economical services that let you enjoy the added choice of paying online anytime you choose, a decrease in payment-processing time, a reduction in your postage and stationary costs, you'll be making an environmentally-responsible choice and will be saving bank cheque-processing fees.

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I would like to use TelPay online. How do I sign up to pay my Toronto Hydro Electric System Limited bill directly online?

Before you can take advantage of TelPay you must sign up for eBills. Once registered with eBills, you may sign up for TelPay from your Bill Summary Screen.

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Will I be charged to use the TelPay online service?

There is no charge for Toronto Hydro-Electric System Limited eBills customers.

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Do I have to enable cookies to be able to make a payment directly online?

Yes, cookies must be enabled for you to take advantage of this service and you must have a Web browser that supports 128-bit encryption.

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Is it safe to pay my bills through the TelPay online service?

External transmissions to and from TelPay facilities use Secure Socket Layer (SSL) protocol with 128-bit encryption. Any questions or concerns regarding TelPay online security can be addressed directly to TelPay by contacting its customer service department at 1.800.665.0302.

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Is my banking information shared with Toronto Hydro-Electric System?

Your banking information remains in strict confidence with TelPay only.

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If my banking or personal information changes, what do I do?

Please call the TelPay customer service department at 1.800.665.0302 to update this information.

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What if I made an incorrect payment, what do I do?

Contact TelPay's customer service department at 1.800.665.0302. Payments are processed by 9:30 a.m. Central (10:30 a.m. Eastern) time, on the next business day. Effective January 2004, customers will also have the option of deleting a payment online, through TelPay's website. Contact TelPay for further details.

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Can I view any payments I previously made towards my hydro account through TelPay?

Not at this time.

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How does TelPay work?

TelPay uses the banking information you provide to withdraw funds directly from the specified account.

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How long will it take for a customer's Toronto Hydro-Electric System Limited account to be updated with a payment through the TelPay online service?

Payments made through TelPay arrive to our office the next business day.

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Who do I contact to verify if my payment was received by Toronto Hydro-Electric System Limited?

Payment verification can be obtained using our IVR (Interactive Voice Response System), by calling 416.542.8000 and selecting option #3. You will need to have your full account number or your meter number handy.

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I am an existing eBill customer do I have to use the TelPay online service?

No. It is being offered only as an alternative method of payment to Toronto Hydro-Electric System eBills customers.

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Who can take advantage of using TelPay?

New or existing Toronto Hydro-Electric System Limited eBill customers who wish to pay their hydro bills directly online.

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As an eBill customer, who do I contact if I experience difficulty registering for TelPay?

Contact TelPay's customer service department at 1.800.665.0302.

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I paid my bill through TelPay, but received a reminder statement from Toronto Hydro-Electric System Limited? What should I do?

Toronto Hydro-Electric System Limited will fully investigate the account. Please contact our Customer Care Call Centre at 416.542.8000 to speak to a call centre representative. Should Toronto Hydro-Electric System Limited establish that payment was not received; you will be asked to contact TelPay customer service at 1.800.665.0302. EBill customers must deal with TelPay directly to have their payments traced.

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How long will it take for TelPay to process my application?

Your access number and PIN will be mailed to you within 10 business days after TelPay has received your completed application and void cheque.

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How will I be informed when I am able to start using TelPay to pay my bills?

Upon your initial registration you will able to make your first payment. Future payments can only be made once a copy of a void cheque is mailed or faxed to TelPay. An 'access and PIN number' will be mailed out to you within 10 business days after TelPay has received your completed application and voided cheque. As soon as you have received this information, you may begin to use the TelPay service.

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Can I make a post-dated payment through TelPay?

Yes. post-dated payments can be processed through the TelPay.

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I am an ebills customer using PAP (Preauthorized Payment Plan), can I still use the TelPay service?

Yes. There is no restriction in this case. Any Toronto Hydro-Electric System eBills customer can use this service, provided he/she registers with TelPay. As a courtesy however, customers will be reminded to audit payments closely as this arrangement could result in duplication of payments.

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As a business customer, is there a limit to the amount I can pay towards my Toronto Hydro-Electric System account?

No, there is no existing limit to the amount that you may pay towards your Toronto Hydro-Electric System bill. For payments over $10,000 there is a grace period of "four" days from the time that you actually make the payment to ensure funds are successfully cleared. Following this waiting period, your Toronto Hydro-Electric System account will be updated with the payment.

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