Service connections

This service request application process applies to the following request types:

• New service installation
• Temporary service installation
• Upgrade to existing service
• Pole or wire relocation

We have customer-friendly guides with tips and diagrams to help you through the service connection process.

Step 1: Customer submits service request

Complete and submit your service request using our online form. You’ll need to include all required project information, including the site plan, proposed electrical drawing, building permits, zoning certifications and load calculations in order to proceed.

Step 2: Toronto Hydro reviews project details

One of our representatives will contact you to review the details within five to ten business days, depending on the type of project. We may require a design pre-payment that must be paid prior to beginning design work. This design pre-payment will be credited towards your financial obligations for the project.

Step 3: Toronto Hydro provides job quote or offer to connect

We'll complete the design and estimate to determine the course of action once we receive all the required project information. Our representative will provide a job quotation or offer to connect. This will specify the project details, timelines and financial requirements to proceed with the application request.

Step 4: Customer signs agreement and returns it with payment

Sign and return the job quote or offer to connect, along with required payments, as instructed on the documents.

Step 5: Toronto Hydro completes design, arranges for permits and orders material (if applicable)

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

Step 6: Customer prepares site for construction

You or your general contractor will need to complete all applicable civil and electrical construction on your property, 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 in front of the meter location.

Step 7: Toronto Hydro begins construction (if applicable)

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

Step 8: Customer schedules Electrical Safety Authority (ESA) inspection

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.

Note: This step is not applicable to relocations or demolitions.

Step 9: Toronto Hydro completes final inspection

Once we receive ESA connection authorization, we'll conduct a final site inspection to ensure it meets our standards and conditions as set out in the agreement.

Note: This step is not applicable to relocations or demolitions.

Step 10: Toronto Hydro connects you to the grid

Upon successful completion of the site inspection and receipt of any outstanding project information, we'll schedule and complete the service connection within five business days for services 750 V or less, or ten business days for services greater than 750 V.

Step 1: Submit your application

You can submit your application using our online form.

Step 2: Toronto Hydro site visit

• A Toronto Hydro representative will contact you to review the details, schedule a site visit (if required) and book a tentative appointment within five business days of submitting your request. You’ll also be sent a Temporary Service Disconnection form, which will need to be signed by the account holder
• Following this, our representative will provide you or your agent/contractor with instructions and payment details

Step 3: Preparing for a Temporary Service Disconnect

• Payment must be submitted in full to Toronto Hydro before the appointment can be confirmed
• Payments are accepted by cheque only at 500 Commissioners Street, and must include a copy of the Toronto Hydro job quotation. (Miscellaneous Accounts Receivable Department) from 8 a.m. – 4 p.m. weekdays, or at the drop off box after hours
• Once payment and signed Temporary Service Disconnection form is received, a Toronto Hydro representative will contact you to confirm your temporary same day service disconnections/reconnection
• You must contact the Electrical Safety Authority (ESA) at 1.877.372.7233 to schedule a safety inspection for the day of your appointment.

Please note: an ESA inspection is required for any home improvements that involve modifications to your electrical service, as well as installation of siding and stucco.

Step 4: Temporary Disconnect/Reconnect of Power

On your scheduled service day, Toronto Hydro crews will temporarily disconnect and reconnect your electrical service, as requested.

If an ESA inspection is required, Toronto Hydro will not reconnect your service without having your ESA Connection Authorization presented to the onsite crew. The ESA Connection Authorization must be presented either in the form of 8.5" x 11" paper form that clearly indicates that it is the Connection Authorization, or in the form of the black and orange ESA Connection Authorization card that is issued on site by the ESA Inspector. Toronto Hydro will not re-energize your service based upon the permit number alone.

Note: Eligible low-income customers qualify for one free temporary disconnection per rolling year (a period of 12 consecutive months). Residential customers are deemed eligible low-income customers if they applied for and received approval for the Low-income Energy Assistance Program (LEAP) or the Ontario Electricity Support Program (OESP). Any additional isolations requested within this 12-month period will be charged to customers at our regular rates.

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.

Who can apply

When a project's design cannot accommodate existing infrastructure, or does not maintain standard clearances and customer connections, Toronto Hydro's External Demand Planning and Coordination department will consider relocation requests from:

• Governmental agencies such as City of Toronto, Ministry of Transportation of Ontario
• Public sector agencies such as Toronto Transit Commission, Metrolinx, Waterfront Ontario
• Privately held companies such as any company or corporation owned by a non-governmental organization

How long does relocation take?

When relocation work is completed by Toronto Hydro, it usually takes between 12 and 18 months to complete, after customer's purchase order or certified cheque have been received. When relocation work is completed by a contractor, the timing varies based on the contractor's schedule.

Process

The relocation work will be completed by Toronto Hydro if the customer requested completion date is considered feasible by Toronto Hydro. In the event that the relocation request is complex, or Toronto Hydro is unable to meet the customer requested completion date, the customer will be given an option to schedule and execute the relocation design and/or construction using Toronto Hydro's approved contractors. In order to do so, the customer will be asked to enter into a Coordination Agreement with Toronto Hydro. More detailed descriptions of the processes are provided below.

Project completed by Toronto Hydro Resources

Step 1: Submit your application

• Complete the External Relocation Application Form (PDF, 175 KB) and email it to utility.relocations@torontohydro.com
• Attach any relevant drawings of the proposal. Clearly indicate conflicting assets and limits of construction. Please include the following information:
  • Project sponsor's contact name, address and telephone number(s);
  • Contractor and/or agent contact information (if one is working on your behalf); and
  • Project details and proposed timeline

Step 2: Toronto Hydro confirmation & evaluation

Toronto Hydro will contact you to discuss your project and confirm the scope of the relocation work.

Step 3: Request pre-payment from customer

Toronto Hydro will request pre-payment in order to proceed with the project.

Step 4: Submit pre-payment

Please forward the quoted pre-payment amount in the form of a cheque, cash or purchase order (“PO”).

Step 5: Collect additional information

A meeting or site visit may be scheduled if deemed necessary.

Step 6: Design and construction completed by Toronto Hydro resources

• Once the applicant’s purchase order or certified cheque have been received, Toronto Hydro will schedule the detailed design and construction.
• After this point, Toronto Hydro is usually able to complete the relocation work within 12 to 18 months.
• The applicant will be informed of progress periodically.

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

Project executed under a Coordination Agreement

Step 1: Submit application

• Complete the External Relocation Application Form (PDF, 175 KB) and email it to utility.relocations@torontohydro.com
• Attach any relevant drawings of your proposal. Clearly indicate conflicting assets and limitations on construction. Please include the following information:
  • Project sponsor's contact name, address and telephone number(s);
  • Contractor and/or agent contact information (if one is working on your behalf); and
  • Project details and proposed timeline

Step 2: Toronto Hydro confirmation & evaluation

Toronto Hydro will contact you to discuss your project and confirm the scope of the relocation work.

Step 3: Request pre-payment from customer

Toronto Hydro will request pre-payment amount in order to proceed with the project.

Step 4: Submit pre-payment

Please forward the quoted pre-payment amount in the form of a cheque, cash or purchase order (“PO”).

Step 5: Collect additional information

A meeting or site visit may be scheduled if deemed necessary to determine if a Coordination Agreement (“CA”) if necessary1.

Step 6: Issue pre-CA checklist

If Toronto Hydro determines that a Coordination Agreement is necessary to complete the project within the given timeline, you will receive a pre-CA checklist from Toronto Hydro, indicating all deliverables required throughout the project.

Step 7: Send confirmation email

Please send electronically signed pre-CA checklist to utility.relocations@torontohydro.com to confirm that the pre-CA checklist was received and understood the pre-CA checklist.

Step 8: Provide coordination agreement

Toronto Hydro will prepare and issue a Coordination Agreement within 30 days of receiving your confirmation email.

Step 9: Provide signed CA and all specified deliverables

Please sign the Coordination Agreement and return to Toronto Hydro with all other specified deliverables attached as per the Coordination Agreement.

Step 10: Sign Coordination Agreement and return to Toronto Hydro

Upon receipt of all satisfactory deliverables, Toronto Hydro will sign the Coordination Agreement and provide a copy for the customer's records.

Step 11: Hire approved contractor

• You may only hire approved contractor(s) that are on the list of approved contractors in the Coordination Agreement.
• Toronto Hydro will schedule a mandatory kick-off meeting with the applicant; the hired approved contractor must be present at this meeting as per the Coordination Agreement.

Step 12: Provide design for Toronto Hydro approval

Refer to the Coordination Agreement for the four stages of design review.

Step 13: Provide signed approval of design

Construction may commence once Toronto Hydro has signed off on all relevant designs and all necessary permits have been attained.

Step 14: Conduct inspection

Toronto Hydro will audit and inspect all construction work done by the contractor and determine whether it is acceptable to Toronto Hydro as per the Coordination Agreement schedules.

Step 15: Submit as-builts and warranties

Upon completion and acceptance of the utility work, provide to Toronto Hydro complete as-built drawings and warranties as specified in the Coordination Agreement.

Step 16: Settle all payments

After the as-builts and warranties are received, Toronto Hydro will invoice the applicant to settle all the financial accounts for the project. Toronto Hydro may change any part of this process at its sole discretion.

Online payments

If your financial institution allows online payments to Toronto Hydro Projects, you can submit your payment online. For all payments made online, please send the following details to projectpayments@torontohydro.com and esa_west_ccm@torontohydro.com or esa_east_ccm@torontohydro.com.

• Name of the payee
• Address of the work location (where service is to be performed)
• Phone number of the payee
• Name of contact at Toronto Hydro
• Job quotation number or copy of signed job quotation
• Payment amount
• Payment confirmation number or screen shot showing payment confirmation

Cheque

Payments made by cheque can be mailed to or dropped off at:

Note: Please include a copy of your job quotation with the cheque. For in-person drop offs, please deposit your payment in the payment box on site. The payment box is secure and monitored by security 24 hours a day. A full list of accepted payment options is available in the job quotation.