Residential late payments and disconnections

Information about late payment and disconnection notices.

Paying your hydro bill can be challenging at times. We’re here to work with you and help you resolve any arrears. This section describes what to do if you receive a late payment or a disconnection notice.

Late payment notice

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

Need help paying your bill?

We have programs that may help. Know that disconnecting electrical service is always the last measure.

Financial assistance

Example of our disconnection notice

Front side of disconnection notice
Front side of notice
back side of disconnection notice
Back side of notice

A disconnection notice means that we may disconnect your electricity service if payment is not received within 10 days from the date of the notice. Please note:

  • If you’ve paid the full amount indicated on the disconnection notice, call us so we can cancel the disconnection
  • If you’re unable to make full payment, you may qualify for other payment options

We'll never disconnect service without hand delivering or mailing a written notice:

  • 10 days in advance, or
  • 60 days in advance, only if you’ve provided physician documentation confirming that disconnection poses a major health risk for one or more people living in your household

If you apply for the Low-Income Energy Assistance Program (LEAP), Toronto Hydro will suspend disconnection for 30 days upon notification from LEAP that your application is under assessment.

If you've recieved a disconnection notice, you can reach us at 416-542-8000 from Monday to Friday, 8 a.m. to 8 p.m.

Disconnection exception periods

There are no residential disconnections or reconnection fees during extreme temperatures and certain winter months.

Extreme temperatures

If the weather is lower than -15 degrees Celsius or higher than 30 degrees Celsius, we will not disconnect your electricity service.

A timed load interrupter device may be used instead of disconnection. It allows electricity to flow to your house intermittently, based on a schedule that is pre-set by Toronto Hydro.

November 15 to April 30

Between November 15 and April 30, residential customers are not disconnected for non-payment. It's important to note that during this period customers are still responsible for all unpaid amounts. Please be advised that should you continue to have an overdue account balance, your electricity service may be interrupted after April 30.

No reconnection fee between November 15 and April 30

Reconnection fees do not apply between November 15 and April 30.

Service off for more than six months

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 power can be reconnected:

  1. Please contact the ESA at 1-877-372-7233 to arrange your inspection. Identify yourself as part of the “winter relief program”. For more information, please visit the ESA website.
  2. Call us at 416-542-8000 to schedule a reconnection.

Arrears Payment Agreements (APAs)

Residential customers who are unable to pay their current or past due bills may qualify to enter into an APA. To apply, call us at 416-542-8000.

An APA is an agreement that Toronto Hydro offers to residential customers who are unable to pay their current or past due bills. It allows customers to make monthly installments towards their arrears balance. Monthly payments must include both the arrears installment amount and the current charges on their monthly bill.

Note: In order to be entered into an APA, customers may be required to make a down payment of up to 15% of the past due amount.

The duration of an APA depends on the past due amounts and the average amount you’re billed per month. For example, if you owe less than twice your average monthly bill, then your APA will last at least five months. If you owe more than twice your average monthly bill, then your APA will last at least 10 months.

If you miss more than one payment over two months, your APA will be cancelled and you may be subject to disconnection.

You’ll receive a written notice before an APA is cancelled. To prevent the APA from being cancelled, you need to pay the entire overdue amount by the APA cancellation date.

Yes, if you’ve successfully paid a previous APA in full, you're eligible for another one. If you did not pay your previous APA in full, you're not eligible to enter into another agreement for one year from the date you defaulted on your APA.

Disconnection Frequently Asked Questions

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

  • In-person at your bank
  • Online or telephone banking
  • Canada Post MoneyGram
  • Cheque

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

Note: On the day of the scheduled disconnection, we only accept payment by Visa, MasterCard and Western Union (use code “Arrears.ON”).

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:

  • In-person at your bank
  • Online or telephone banking
  • Canada Post MoneyGram
  • Cheque

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 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 the 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.