Service upgrade request

Fill out and submit your service request through our Service Upgrade Request Online Form.

We recommend providing us with all relevant documentation at the time of your online submission to help prevent any delays in processing. In the event that documents are unavailable at the time of submission, they can also be submitted at a later date directly to your assigned Toronto Hydro representative, as they become available.

One of our representatives will contact you within 10 business days to review your project details and confirm the scope of work. Then, we may request a design pre-payment that must be paid prior to beginning design work. The design pre-payment is a deposit that enables us to perform preliminary assessments for your request. This design pre-payment will be credited towards your financial obligations for the project.

The design pre-payment can be refunded at your request at any time, in the event that you choose to not proceed with your request. If a refund is requested, all funds minus any resources spent on the assessment will be returned to the payee. In specific instances where long lead time material is required, an Advanced Material Procurement Deposit may also be required, in addition to the design pre-payment.

Once we receive all the required project information, we'll complete a design and estimate to determine the course of action. Our representative will provide a Job Quotation or Offer to Connect. This specifies the project details, timelines and financial requirements in order to proceed with the service request. This process typically takes up to 60 days, once all required information has been received.

Sign and return the Job Quotation or Offer to Connect through email to projectpayments@torontohydro.com, along with all required payments and information, as instructed in the “General Payment Instructions” section of the Job Quotation or Offer to Connect.

We'll complete the detailed design, apply for the required permits, order materials and issue the project for construction.

You or your general contractor will need to complete all applicable civil and electrical construction on your property as per the layouts and instructions provided by Toronto Hydro, and make sure the site is safe for us to begin work. It’s important that you provide clear access to the property, especially leading up to and around all equipment.

For electrical hazard awareness and safety tips, visit our jobsite safety web page.

We'll begin civil and electrical construction work where the responsibility resides with us (e.g. civil construction work on road allowance).

After the electrical and civil installation is done, you’re required to schedule and complete a safety inspection with the ESA. You or your contractor can contact the ESA and submit a request through their website.

Once we receive ESA connection authorization, we'll conduct a final site inspection to ensure it meets our Conditions of Service and standards.

Upon successful completion of the inspection, receipt of all outstanding project information and confirmation that all service conditions are met, we’ll schedule and complete your service upgrade within approximately five business days for 750 volts or less, or approximately ten business days for services greater than 750 volts.

Individual project timelines may vary based on the complexity of the project, site condition, availability of materials and more.

Note: Toronto Hydro may change any part of this process at its sole discretion.