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Frequently Asked Questions

 

BILLING

PAYMENTS


SELF SERVICE


METER READING

BILLING

When should I receive my bill?

Residential customers should receive their bills within two months.

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Why is my bill higher than expected?

With the city often effected by sustained high or low temperatures in the summer or winter, electricity usage can increase and result in higher bills for many customers.

See our High Bills Checklist to learn what may have impacted your bill.

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How can I get a duplicate copy of my bill?

Residential customers can register or login to MyTorontoHydro to view bills online at any time. 

Customers can also contact us to request a duplicate copy. A $15 service fee will be charged.

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Can I view my bill online?

Yes, you can view your bill online by logging in or registering for My TorontoHydro self-service portal.

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How can I confirm my account balance?

The easiest and fastest way to view your account balance is through your My TorontoHydro account.

You can also call our Customer Care department at 416.542.8000 or contact us. Office hours are Monday to Friday, 8:00 a.m. to 4:30 p.m. (excluding statutory holidays).

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How do I contact you about my bill?

If you have any questions or concerns about your bill, contact our Customer Care department during normal business hours, 8:00 a.m. to 4:30 p.m. Monday through Friday (excluding statutory holidays) at 416.542.8000 or Contact Us.

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PAYMENTS

How long will it take for my payment to be processed?

Please allow three to five business days for payments to be processed.

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Where can I make bill payments?

At this time, you can make bill payments by mail, pre-authorized payment, telephone banking, online banking and at your bank or ATM.

See full list of available Payment Options.

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How do I know if I’m registered for Pre-Authorized Payment?

Login to My TorontoHydroTM and select Pre-Authorized Payment Plan Registration from the My Service menu.  This will confirm if you have registered for Pre-Authorized Payment.  

Login or Register for My TorontoHydro now.

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If I'm paying by cheque, who should it be made payable to?

All cheques should be made payable to Toronto Hydro-Electric System Limited. Please be sure to include the invoice stub with your payment.

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Can I pay my bill with a credit card?

At this time, we do not accept payment by credit card.

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I'm already a Pre-Authorized Payment Plan customer. Do I have to sign up for PAP again once I activate eBills?

No, your PAP status will not be affected by eBills. Your payments will continue to be automatically withdrawn from your account. The only change is that now, instead of receiving a paper bill in the mail, your bills will be available to view online via My TorontoHydro.

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SELF SERVICE

I forgot my password for My TorontoHydro. 

Retrieve your My TorontoHydro password.

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I forgot my user ID for My TorontoHydro

Retrieve your My TorontoHydro user ID.

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METER READING

How do I read a meter?

Your meter has either four or five dials on it. Some hands move clockwise and others move counter clockwise. All hands move from 1 to 2 to 3, and so on. From left to right, read and record the placement of the hand on each dial. If the hand on the dial is between numbers, always use the lowest of the two numbers. The only exception is if the hand is between 0 and 9, in which case you would use 9. Click here to submit your meter reading online.

Please note: If you have a smart meter, your meter will  automatically be read.

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What is an estimated reading?

If we have not been able to read your meter, we will estimate your consumption for that particular billing period. An estimated reading takes into account past electricity use as well as adjustments relating to the season. Any differences will be adjusted at the time of the next meter reading. Estimated readings only take place when we are unable to gain access to read your meter.

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Can I submit my meter reading online?

Yes, you can now submit your meter reading using our online form. When should you submit your meter read online? If we are unable to read your meter during our visit to your home, then you can complete and submit your meter reading online. Click here to submit your meter reading.

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How often will Toronto Hydro-Electric System read my meter?

For most of our residential customers, meters are read six times per year and you will receive an invoice six times per year. You can budget accordingly by calling our Customer Care staff to determine the invoicing date for your area, or you can determine the schedule based on the invoice date of your first bill. Once you receive your first invoice, you will be invoiced at approximately the same time every two months.

Customers who live in suite metered condominium buildings may be billed every month.

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