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 you've received a late payment notice, call us at 416-542-8000.

If your bill is overdue, we’ll send you a written late payment notice. You’ll also receive an automated call reminding you of the overdue amount and payment options.

When you call us, we’ll offer you a payment plan to help you resolve your arrears.

Following the payment plan will ensure you’re not issued a disconnection notice.

Need help paying your bill?

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

Financial assistance

Disconnection notice

If you've received a disconnection notice, call us immediately at 416-542-8000.

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 power 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 call us to set up a payment plan

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.

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 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, we don’t disconnect residential customers. It's important to note that customers are still responsible for all unpaid amounts. If full payment or a payment arrangement hasn't been made by April 30, customers may be disconnected.

No reconnection fee between November 15 and April 30

There will not be any reconnection fees between November 15 and April 30. This means that customers that have been disconnected prior to November 15 will be reconnected without the reconnection charge.

Service off for more than six months

If your 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 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)

Any residential customer who’s unable to pay their current or past due bills is entitled to enter into an APA. To apply, call us at 416-542-8000.

APA is an agreement that Toronto Hydro offers to residential customers who are unable to pay their current or past due bills. It allows the customer to pay the outstanding balance in fixed installments over a longer period of time.

Note: in order to be entered into an APA, a customer 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 completed a previous APA, you’re eligible for another one. If you defaulted on previous APA payments, you're not eligible to enter another agreement for one year.

Disconnection Frequently Asked Questions

The fastest way is to pay by Visa or Mastercard. Other payment options include:

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

To ensure we process your payment in time, please send it at least 5 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”.

If your service has been disconnected, you need to call us at 416-542-8000 to make a payment. To ensure there is no delay in your reconnection, make a payment by Visa, MasterCard or Western Union (code “Arrears.ON”).

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’ll also 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 amount indicated on the disconnection notice you received prior to disconnection; 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.