If you've received a service repair notice from Toronto Hydro, commonly referred to as a Customer Action Form (CAF), it means that we’ve identified a deficiency on your property that requires immediate repair or replacement. Since this is a deficiency on customer-owned equipment, infrastructure or property, the property owner or property manager is responsible for completing the repairs.
Customer Action Form (CAF)
What to do if you receive a CAF.
Property owners
Property owners
Why it's important to make repairs to equipment you own
Customers are responsible for the electrical equipment and assets that they own. This includes the responsibility to repair or replace equipment when necessary. These repairs are necessary to maintain the safety and reliability of your electrical equipment and ours. Proper upkeep helps us all avoid potential disruptions to the electrical grid. More information can be found in our Conditions of Service (section 1.7.5).
Equipment ownership
| Component | Owner |
|---|---|
| Service stack | Customer |
| Clevis | Customer |
| Meter base | Customer |
| Service wire | Toronto Hydro |
| Meter | Toronto Hydro |
| Component | Owner |
|---|---|
| Meter base | Customer |
| Conduit | Customer |
| Meter | Toronto Hydro |
| Cable | Toronto Hydro |
What property owners need to do after receiving a CAF
Please take the following steps after you receive a CAF.
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Refer to your Customer Action Form.
The form lists all of the repairs that need to be made.
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Find a licensed contractor.
All electrical repairs must be made by a licensed electrician. Civil and structural repairs can be carried out by any contractor you wish to hire, however, this may require the presence of a Toronto Hydro representative.
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Request power disconnection (if applicable).
Your CAF will indicate if your power needs to be temporarily disconnected before repairs can be made. In this circumstance, you must hire an authorized Toronto Hydro contractor to coordinate the disconnect and reconnect services.
Please call us at 416-542-8000 to request a list of authorized Tier 2 contractors and make arrangements.
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Have the repairs completed.
Have your contractor complete all necessary repairs on your behalf.
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Schedule an ESA inspection.
For all electrical CAFs where a disconnection was required, once repairs have been made, you or your contractor must contact the Electrical Safety Authority (ESA) to schedule an inspection.
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Request power reconnection (if applicable).
Once the ESA inspects the work and authorizes the reconnection, Toronto Hydro can reconnect your power. Call us at 416-542-8000 to make arrangements.
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Notify Toronto Hydro that your repairs have been completed.
Once your repairs are completed, email customeractionform@torontohydro.com to have the CAF officially closed. Please include any photos, invoices, ESA certificate or other proof of work in your email. Once Toronto Hydro confirms the repairs have been done properly, your CAF will be marked as complete.
Customers on partial power
If Toronto Hydro crews have made emergency repairs, your home may be operating on partial or limited power. As a result, large appliances such as washers/dryers, dishwashers and stoves will not work.
You may also be required to further reduce power consumption until permanent repairs have been made. You can do this by plugging in only one appliance at a time (this includes small appliances such as toasters, kettles, microwaves and blenders). Plugging in more than one appliance at a time can cause overheating and increase the potential for a fire hazard.
What if I do not take action on a CAF?
If a customer does not correct the deficiencies within a reasonable time, or if the repairs are not considered adequate by Toronto Hydro or an inspection authority, Toronto Hydro may disconnect power or correct the deficiencies at the customer’s expense. For more information, please refer to our Conditions of Service (section 1.7.5).
Learn more
Conditions of Service
Questions about our operating practices? Our Conditions of Service outlines our connection policies and the types of services we provide to our customers.
Vault owners
Vault owners
Why it's important to make repairs to your vault
Customers who own the transformer vault located on their property are responsible for inspecting, maintaining, repairing and replacing their vault. This work is important for maintaining the safety and reliability of the structure that houses important electrical equipment. It also helps avoid potential disruptions to the electrical grid.
What vault owners need to do after receiving a CAF
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Refer to your Customer Action Form.
The form will list the repairs that need to be made.
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Find an approved contractor to complete the repairs.
As a vault owner, arrangements must be made with an appropriate contractor to correct any identified deficiencies:
- For major electrical, civil and/or structural work, an authorized Toronto Hydro contractor must be retained. Please call 416-542-8000 for more information and to request a list of Tier 2 contractors.
- For minor repairs (e.g. vault fire door repair/replacement, heat/smoke detector installation, ventilation repairs, electrical grounding, low-voltage power supply to a GFI or lighting within the vault, etc.), the contractor does not need to be a Toronto Hydro authorized contractor, however, a Toronto Hydro Vault Safety Agent (VSA) must be present while work is performed.
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Request vault access before starting any work.
To make repairs or perform general maintenance, you must request vault access directly from Toronto Hydro and have a VSA present (charges may apply). You can request access through our vault access online form.
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Have the repairs completed.
Have your contractor complete all necessary repairs on your behalf.
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Notify Toronto Hydro once your repairs are completed.
Once repairs are completed, email customeractionform@torontohydro.com to have the CAF officially closed. Please include any photos, invoices, ESA certificate, or other proof of work in your email. Once Toronto Hydro confirms the repairs have been done properly, your CAF will be marked as complete.
What if I do not take action on a CAF?
If a customer does not correct the deficiencies within a reasonable time, or if the repairs are not considered adequate by Toronto Hydro or an inspection authority, Toronto Hydro may disconnect power or correct the deficiencies at the customer’s expense. For more information on this please refer to our Conditions of Service (section 1.7.5).
Please note: If your vault requires an isolation or full disconnection from Toronto Hydro’s system to facilitate a repair, you must hire an authorized Toronto Hydro contractor to perform the work. They will coordinate the disconnection and reconnection of your electrical service.
Call us at 416-542-8000 to request a list of authorized Tier 2 contractors and make arrangements.