Scams and fraud

There are a number of ongoing scams targeting our residential and small business customers. Fraudsters are contacting customers by phone, text message, email, fake electricity bills and door-to-door visits. Make sure you know how to spot a scam and what to do if you suspect you’re the target of fraudulent activity.

Ongoing scams and fraud

Threat to disconnect power

This phone scam involves fraudsters claiming to be “Toronto Hydro Billing and Collection Process.” They demand payment, usually in the form of a pre-paid card. We never ask for this type of payment and never threaten to disconnect power immediately. Customers should not share any account information or make payments. Simply hang up.

Request for electronic transfer

Some of our customers are receiving emails and/or text messages that appear to be from Toronto Hydro, asking that they accept an electronic transfer (credit or refund) by clicking on a link. This is a scam – we never send these types of messages. Don’t click on any links, as fraudsters are attempting to access your personal information.

Fake bills and customer letters

Some of our customers are receiving fake bills and customer letters demanding payment for a “Smart Meter Deposit” – this is not a real charge. Don’t make any payments if you receive a suspicious bill. Check the account number and compare any suspicious documents to your previous invoices.

• Example of a fraudulent bill (PDF, 225 KB)
• Example of a fraudulent letter (PDF, 101 KB)

How to protect yourself against scams and fraud

1. Immediately hang up any suspicious phone calls. Remember, Toronto Hydro doesn't have a 1-800 or 1-855 number.
2. Don't click on any links in emails/text messages asking you to accept electronic transfers. Toronto Hydro doesn't accept wire transfers or Bitcoin as methods of payment.
3. Avoid sharing any personal information over the phone or in-person.
4. Don't make any payments related to Smart Meter Deposits – such a fee doesn’t exist.
5. Always compare bills to previous ones, including the amount and account number.

Report scams or fraud

If you suspect you’re the target of fraudulent activity, we encourage you to report it to us online or contact our Customer Care team and the Canadian Anti-Fraud Centre by phone: