Business late payment and disconnections

Information about business late payment and disconnections.

We understand that paying your hydro bill can be challenging sometimes. That’s why we make every effort to work with you and help you resolve any arrears. This section explains what to do if you receive a late payment or disconnection notice.

As part of our ongoing commitment to customers during the COVID-19 pandemic, we've extended the suspension of disconnections to August 31, 2020.

If you’re struggling to pay your bill due to the COVID-19 pandemic, we’re providing greater payment flexibility on arrears to better address your specific needs. To discuss your bill and payment options in more detail, please contact us.

Late payment notice

If your bill is overdue, we'll send you an automated call and a written account overdue notice. They will state your overdue balance, payment options and our contact information. We can be reached at 416-542-8000 from Monday to Friday, 8 a.m. to 8 p.m.

Note: Failure to pay may impact your credit standing with Toronto Hydro and your account may be re-assessed for a security deposit based on your payment history.

Disconnection notice

Note: We've extended the suspension of electricity disconnections from July 31 to August 31, 2020. This extension provides additional time for customers in arrears to contact us and make arrangements for payment on their accounts without worrying about being without electricity during this time.

Learn more about how we're addressing the COVID-19 pandemic

A disconnection notice indicates that we may disconnect your electricity service for non-payment after 14 days from the date on which the notice was printed. Please note:

  • If you’ve paid the full amount indicated on the disconnection notice, advise us so we can cancel the disconnection
  • If you’re unable to make full payment or if you require assistance, please contact us to see if you qualify for payment arrangement options

You can reach us at 416-542-8000 from Monday to Friday, 8 a.m. to 8 p.m.

Disconnection Frequently Asked Questions

The fastest way is to pay by Visa, MasterCard or Western Union (use code "Arrears.ON"). Other payment options include:

  • Online or telephone banking, or in-person at a bank
  • Canada Post MoneyGram
  • Cheque made payable to Toronto Hydro-Electric System Limited and mailed to: PO Box 4490 STN A, Toronto ON M5W 4H3

To help ensure we process your payment in time, please send it at least five business days prior to the earliest disconnection date outlined on your disconnection notice.

Note: On the day of the scheduled disconnection, we only accept payment by Visa or MasterCard. Cash will not be accepted.

To help ensure there is no delay in your reconnection, make a payment of your full arrears balance. The fastest way to pay is by Visa, MasterCard or Western Union (code “Arrears.ON”). Please call us at 416-542-8000 between Monday to Friday from 8 a.m. to 8 p.m. to process your required payment and make arrangements for reconnection.

If you enter into a payment plan or don’t require reconnection for a few days, you can use one of the other payment options:

  • Online or telephone banking, or in-person at a bank
  • Canada Post MoneyGram
  • Cheque made payable to Toronto Hydro-Electric System Limited and mailed to: PO Box 4490 STN A, Toronto ON M5W 4H3

If you can’t pay the full amount, please call us immediately at 416-542-8000 to discuss your payment options. You may be able to enter into a payment plan or an arrears payment agreement to help avoid a disconnection.

To have your service reconnected, you must contact us and:

  • Immediately pay the full arrears on your account; or
  • Enter into a satisfactory payment arrangement with Toronto Hydro

We’ll reconnect your power within two business days of payment confirmation.

For safety reasons, the account holder or authorized adult representative must be present at the service address at the time of reconnection.

If your service has been disconnected for six months or longer, you must arrange for a safety inspection from the Electrical Safety Authority (ESA) prior to reconnection.

If your electricity service has been disconnected for more than six months, an inspection by the Electrical Safety Authority (ESA) is required to make sure your electrical system is safe before we can reconnect your electricity service. Please contact ESA at 1-877-372-7233 to arrange your inspection. For more information, please visit the ESA website.

Once, the ESA completes its inspection, please call us at 416-542-8000 to schedule a reconnection.

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