COVID-19

Along with other utilities, we've been designated an essential workplace by the provincial government, in recognition of the work we do to provide safe and reliable electricity to the city of Toronto. We're continuing with critical work in order to continue safely powering our city’s homes and businesses – today, tomorrow and in the months ahead.

As a result, you may see our crews continuing to work in your community. During this time, our crews will practise physical distancing whenever possible. However, sometimes the nature of their work will require them to work as a team. All of our crews are trained to perform safety assessments before completing any work in order to help them identify potential hazards, including those related to COVID-19.

Across all of our work, we're committed to protecting both our front-line workers and the communities we serve while we work to safely power our city.

We've evaluated our upcoming work to determine how we can adapt to the unprecedented circumstances that we're facing. While we've done our best to postpone work where possible, we're moving forward with critical projects that are needed to help maintain the safety and reliability of the grid.

When completing this critical work, we'll be taking all steps possible to minimize inconvenience to customers, including proactively reaching out to all customers that are affected.

Safety reminder: If you come across one of our crews working in your community, please practise physical distancing and avoid approaching them directly in order to ensure your safety and theirs.

COVID-19 Recovery Rate for Time-of-Use customers

Effective June 1, 2020, the Government of Ontario announced the COVID-19 Recovery Rate for customers who pay Time-of-Use (TOU) electricity rates. Residents and small business customers paying TOU rates will be charged the fixed rate of 12.8 ¢/kWh for all electricity usage, 24 hours a day, seven days a week. The government has extended this rate relief to TOU customers until October 31, 2020.

Read more about the announcement

Residential rate change

On March 1, 2020, Toronto Hydro reduced the distribution portion of the Delivery Charge on your bill by 17.4%. As a result, a typical residential customer consuming 750 kilowatt-hours (kWh) experienced an average decrease of $5.60 on their total monthly bill, including HST and the Ontario Electricity Rebate (OER). We're pleased that during this difficult time, our customers continue to receive the savings associated with this reduction in rates.

View more information about the rate change

Global Adjustment charges

To provide support during the COVID-19 pandemic, the Ontario government announced on May 1 that it’s deferring a portion of Global Adjustment (GA) charges for industrial and commercial electricity consumers that don’t participate in the Regulated Price Plan (RPP). The relief is to be in place from April to June 2020 (subject to necessary extensions and approvals to implement this initiative).

Read the government's announcement

We know the COVID-19 pandemic is putting economic stress on families and businesses, and we’re committed to helping our customers manage their electricity bills during this challenging time. As a result, we're working with customers who may need greater flexibility on payment options at this time.

Our Customer Care team is here to help with billing concerns and payment options. To discuss your bill and payment needs in more detail, please call us directly at 416-542-8000.

We strongly encourage those who are able to continue to pay their bills on time in order to help us maintain service levels during this challenging time.

If you have concerns regarding handling your paper bill, we encourage customers to register for eBills through My TorontoHydro® (for residential customers) or our eBills for Business registration page.

As part of our ongoing commitment to customers during the COVID-19 pandemic, we've suspended electricity disconnections until July 31, 2020, so customers don’t have to worry about being without electricity during this time.

With many of our customers spending more time at home, we recognize that energy consumption habits may change. In addition to the provincial government's temporary changes to Time-of-Use rates, we also have tips and resources that may help customers save energy and money at home during this time.

Residential tips and resources

Fraudsters are trying to take advantage of electricity consumers during the COVID-19 pandemic by threatening to disconnect their power.

Please note that we've suspended electricity disconnections until July 31, 2020. Moreover, we never threaten to disconnect power immediately and will never ask a customer to call a 1-800 number to make a payment.

Protect yourself against fraud