Claims – Frequently Asked Questions

Information about making a damage or injury claim against Toronto Hydro.

What is the claims process?

If you feel your damages are a result of Toronto Hydro’s negligence, submit a claim to Toronto Hydro by following the steps outlined below:

  1. Complete the damage or injury claim form.
  2. Toronto Hydro will acknowledge your claim for damages in writing and provide you with your claim number. Please reference your claim number in any future conversations about your claim.
  3. A Toronto Hydro Claims Analyst or an external adjuster representing Toronto Hydro will investigate and assess your claim in a fair and efficient manner.
  4. Our goal is to notify you of the results of Toronto Hydro’s investigation within 90 days. However, every claim is different, and there may be circumstances where the investigation may require additional time.

What kind of losses qualify for compensation?

Toronto Hydro is only liable to a customer for damages that arise directly from the wilful misconduct or negligence of Toronto Hydro.

Toronto Hydro is generally not liable for any causes beyond our reasonable control, which may include, but are not limited to the following:

  • Severe weather (flood, fire, lightning, windstorms, ice storm, etc.)
  • Naturally fallen trees/ branches
  • Acts of third parties
  • Animal contact with equipment
  • Sudden and unexpected equipment failure
  • Voltage changes
  • Motor vehicle accidents involving utility poles

Please refer to the Ontario Energy Board’s Distribution System Code (PDF, 932 KB) and Toronto Hydro’s Conditions of Service for more information.

Can I claim damages through my personal insurance?

If you have automobile or property insurance, we suggest you consult your insurance company or broker for advice on how to deal with your loss. Toronto Hydro can’t act as a substitute for your insurer. Your personal coverage may be more extensive than what you can recover from Toronto Hydro, and may be subject to faster processing times. Your insurance company may also attempt to recover costs from Toronto Hydro on your behalf.

What are my responsibilities if a loss occurs?

You should retain copies of all receipts and documentation so that you can provide full and accurate proof of any loss or damage suffered. Toronto Hydro may make a request for supporting documentation, which should not be construed as an agreement to pay towards a claim. Toronto Hydro will only pay the amount of a claim when there is clear evidence that Toronto Hydro was liable.

Don’t throw away damaged items and keep all receipts, estimates, warranties, photos or other supporting documentation related to your damage or repairs.

You must also attempt to lessen your damages and minimize loss (e.g. obtaining ice to prevent food spoilage during extended outages). Any expenses incurred from an incident resulting in a claim should be reasonable and proportionate in contrast to the loss suffered.

What can I do if I disagree with the denial of my claim?

Toronto Hydro or its representatives will notify you of the results of our investigation in writing, with information supporting our position.

If you wish to challenge the position taken by Toronto Hydro, your claim will be re-reviewed by Toronto Hydro’s Claims Supervisor and its Legal Services department. You'll be notified of Toronto Hydro’s position within 30 business days.

In the event your claim is subsequently denied and you wish to continue pursuing the claim, you may elect to proceed with a legal action. In accordance with the Limitations Act, 2002 you have two years from the date of loss in which to file a claim with the Courts.

Your notice letter does not fulfill your obligations under the Limitations Act, 2002.

What happens if my claim involves a contractor working on behalf of Toronto Hydro?

Toronto Hydro frequently enters into contracts with independent companies (contractors) who perform work on Toronto Hydro’s behalf. Toronto Hydro and the contractor may have an agreement that requires the contractor to respond directly to claims for any damage or injury for which they may be responsible.

When Toronto Hydro confirms that a contractor has control over a work area at your time of loss, your claim will be forwarded to the contractor for their investigation and determination of liability. You'll be advised in writing when your claim is forwarded to a contractor.

The contractor will investigate your claim and advise you of the outcome of their investigation and whether they believe they are liable for your loss. As with Toronto Hydro, the contractor will only pay any claims for which they are liable.

What should I do if I’m involved in a motor vehicle accident with a Toronto Hydro vehicle?

You must report the accident to your insurer. Regardless of fault, in accordance with the Direct Compensation Rules of the Insurance Act, all physical damage must be reported to and paid by your own automobile insurer.

How are claims paid?

If Toronto Hydro or its representatives determine that your damages have resulted from Toronto Hydro’s negligence or willful misconduct, you'll be paid the lesser of the two amounts below:

  • The cost to repair the damaged item; or
  • The value of an item of like kind and quality that has the same amount of wear and tear as the item that was damaged.

What if my items need to be repaired or replaced immediately?

There are circumstances where you may require immediate repair or replacement. You're responsible for the cost of any replacements, repairs or technicians’ bills until a determination of liability has been made on your claim. If you require immediate replacement, please keep possession of the damaged equipment until your claim has been processed. If Toronto Hydro was not liable for your loss, you will not be reimbursed by Toronto Hydro for the repairs or replacement of your damaged property.

Please contact us should you have any questions regarding compensation.

How do I get an update on my claim?

If you have questions about your claim or the claim process, please write to claims@torontohydro.com. Please reference your claim number in all communications regarding your claim.