At Toronto Hydro, we take pride in providing an essential service and enabling many other essential services across the City of Toronto. As the novel coronavirus (COVID-19) pandemic continues to evolve, our responsibility remains to protect the health and safety of our employees and the community, while ensuring a safe and reliable source of electricity for our customers.
How we're responding
Toronto Hydro has been closely monitoring the situation, and is following the latest guidance provided by local, federal and international public health and government authorities. We have a robust business continuity plan in place to ensure our grid runs safely and reliably, while also protecting the well-being of the individuals who perform this critical work. We are committed to doing our part to support public health.
As part of our commitment to customers, we will be offering increased flexibility to those experiencing financial hardship. Residential electricity disconnections will also be suspended immediately, so no customer has to worry about being without electricity during this time.
We will continue to monitor and adapt to the situation as it evolves to ensure we protect the health and safety of our employees and the community, and ensure a safe and reliable source of electricity for our customers.
How we're helping customers
The Government of Ontario is providing temporary 45-day emergency relief to support Ontarians impacted by the global COVID-19 outbreak. As of March 24, 2020, households, farms and small businesses that pay time-of-use electricity rates will be charged the off-peak rate of 10.1¢ per kWh, 24 hours a day, seven days a week.
Residential rates 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) will experience an average decrease of $5.60 on their total monthly bill, including HST and the Ontario Electricity Rebate (OER). Over the past few weeks, customers began receiving the benefit of the rate relief associated with this change.
Billing and payment options
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. Our Customer Care team is here to help with billing concerns and payment options. To discuss your bill and payment options in more detail, please call us directly at 416-542-8000.
Note: If you have concerns regarding handling your paper bill, we encourage residential customers to register for eBills through My TorontoHydro®. Business customers can also register for eBills online.
As part of our ongoing commitment to customers during the COVID-19 pandemic, we'll be extending the current suspension of electricity disconnections for residential and low-volume small business customers until July 31, 2020, so customers don’t have to worry about being without electricity during this time.
Be aware that there have been reports of fraudsters trying to take advantage of electricity consumers during this COVID-19 pandemic. Please note that Toronto Hydro never threatens immediate disconnection and will never ask a customer to call a 1-800 number to make a payment.