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Information about making a damage or injury claim against Toronto Hydro.
If your property or belongings were damaged and you think Toronto Hydro may be responsible, you can submit a claim to us. We look at every claim individually, and if it's determined that we’re responsible, we'll work with you to resolve it.
Before submitting a claim, take a moment to review the following information. It explains how the claims process works and answers common questions so you know what to expect.
Choose one of these options to get started:
Mail: Complete the Damage or Injury Claim Form (PDF, 557 KB) and mail it to:
Toronto Hydro
14 Carlton Street, 8th Floor
Toronto, ON M5B 1K5
Attention: Claims Management
Within two business days of submitting your claim, you’ll get an email confirming it’s been received. This message will include your claim number, requests for any additional information and details about what happens next.
We’ll investigate event details and assess your claim.
You’ll receive the results of our investigation within 90 days. However, every claim is different, and there may be circumstances where the investigation requires additional time. If that’s the case, we’ll let you know.
Before submitting a claim, we recommend reaching out to your insurance provider about how best to respond to your loss and determine what coverage may be available to you. Your insurance provider can guide you through the situation and may provide compensation, regardless of fault.
If you decide to submit a claim to Toronto Hydro, please note that we can’t act in place of your insurer. We only consider compensation once our investigation confirms that the damage is Toronto Hydro’s responsibility.
Damage resulting from events beyond the reasonable control of Toronto Hydro are not eligible for compensation from Toronto Hydro. Examples of these include, but aren’t limited to:
The following outlines how we typically handle common scenarios. Please note that every situation is unique and will be assessed individually.
Home and business owners are responsible for protecting their own electrical equipment, appliances and other electronic devices. There are situations beyond Toronto Hydro’s control where power interruptions can cause damage to electrical equipment. We review each claim individually, considering the relevant information and our Conditions of Service.
Tip: Using surge protectors can help safeguard your devices from voltage changes. Visit our Electrical safety at home web page for tips to help protect your electronics, appliances and more.
Toronto Hydro is not automatically responsible for the loss of food, income, business or production costs resulting from planned or unplanned outages, as per our Conditions of Service.
For outage safety tips, including how to keep food safe for longer, visit our What to do during an outage web page.
If you believe your property damage was caused by Toronto Hydro or a Toronto Hydro third-party contractor performing work, Toronto Hydro or its contractor will work with you to review your claim.
Please note that our third-party contractors are responsible for their own operations. Claims arising from contractor activities will be referred to the contractor, who will investigate and respond to the claim directly. For more information about claims involving a contractor working on behalf of Toronto Hydro, refer to What happens if my claim involves a contractor working on behalf of Toronto Hydro? below.
If your motor vehicle was in an accident with a Toronto Hydro motor vehicle, you must report the accident to your automobile insurer. Under the Direct Compensation Rules of the Insurance Act, damage to your motor vehicle must be reported to and paid by your own automobile insurer, regardless of fault.
If you have automobile or property insurance, we suggest you consult your insurance provider or broker for advice on how to deal with your loss. Toronto Hydro can’t act as a substitute for your insurer.
To help support your claim:
Please note that while we may ask for documentation, this doesn’t mean compensation will be provided. We only offer compensation when there is clear evidence that your loss is Toronto Hydro’s responsibility.
You’re also responsible for taking reasonable steps to prevent further damage and minimize loss. Any expenses incurred from an incident resulting in a claim must be reasonable and proportionate in contrast to the loss suffered.
If repairs can’t wait, you’ll need to cover the upfront costs.
If you require immediate replacement, please keep the damaged item(s) until your claim has been processed or, if necessary, check with us before disposing.
If Toronto Hydro is not responsible for your loss, you will not be reimbursed by Toronto Hydro for the repairs or replacement of your damaged property.
Some work on our system is performed by third-party contractors. We often enter contracts with independent companies (contractors) who perform work on Toronto Hydro’s behalf. In these instances, there’s an agreement in place that requires the contractor to respond directly to claims for any damage or injury for which the contractor may be responsible.
If we confirm that a contractor had 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 receive a referral letter from us, notifying you that your claim has been forwarded to the contractor.
The contractor will contact you within 10 days of receiving your claim. If you haven’t heard from the contractor after 10 days, please let us or the insurance adjuster representing Toronto Hydro know.
The contractor will investigate your claim and advise you of the outcome of their investigation. If the contractor is found responsible for your loss, they’ll resolve the claim directly with you.
If you disagree with the contractor’s decision and would like Toronto Hydro to re-review your claim, please provide us with the contractor’s position, your reasons for disagreement and any additional supporting evidence. We will complete a re-review within 30 calendar days. This re-review will determine whether Toronto Hydro maintains its referral to the contractor or makes a different determination. Please note that we cannot accept liability on behalf of the contractor or change the contractor’s position.
If Toronto Hydro determines that it will provide compensation for your damages, you'll be paid the lesser of the following two amounts by cheque:
Claim payments can only be made to verified property owners. Payments won’t be made to contractors, or anyone hired to inspect or repair damage.
We’ll notify you of the results of the investigation in writing, including the reasons for Toronto Hydro’s position.
If you wish to challenge this, you can advise why you disagree with Toronto Hydro’s position and provide any additional supporting information. You’ll be notified of Toronto Hydro’s re-review position within 30 calendar days of your request for your claim to be reconsidered.
If you’d like to receive an update on the status of your claim or if you have any questions about the claims process, please email claims@torontohydro.com. Please reference your claim number in all communications regarding your claim.