Scams and fraud

Protect yourself against scams and other fraudulent activity.

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.

Do you suspect you're being targeted by a scammer? If you've received a suspicious call, hang up immediately and report it.

Types of ongoing scams and fraud

Fraudsters are phoning our customers and often masking their numbers so that it appears to be Toronto Hydro calling. The scammers typically call from a 1-800 number (like 1-855 or something similar) or a 416 number (like 416-242-8000). They claim to be Toronto Hydro and threaten immediate disconnection if payment isn’t made right away.

Then, these fraudsters usually ask that customers call a 1-800 number to make a payment using a pre-paid card or bitcoin. When customers call the 1-800 number, they hear a phone message that is very similar to what they’d hear if they called Toronto Hydro.

We never threaten to disconnect power immediately. We also never proactively ask for payment by pre-paid card and we don’t accept bitcoin. Customers should not share any account information or make payments. Simply hang up.

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.

Scammers are emailing some of our customers and asking them to click a link to update their account. They claim this update is required because of the COVID-19 pandemic. Don't click any links—this is a scam.

Here’s a sample of a fraudulent email that highlights some common warning signs.

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.

In some cases, fraudsters are approaching customers door-to-door and posing as Toronto Hydro representatives. They’re pretending to:

  • Sell and install products (like smart meters or devices to prevent power surges)
  • Confirm eligibility for government rebate programs
  • Inspect meters and panels

Note: Toronto Hydro representatives may sometimes arrive on site to inspect or change meters without notice. If you're unsure if you're dealing with a real Toronto Hydro representative, please call us at 416-542-8000 and we can help verify.

Have you been contacted by a scammer?

If you suspect fraudulent activity, verify your account by logging into My TorontoHydro®.

View your account

How to protect yourself against scams and fraud

  1. Immediately hang up on any suspicious phone calls and don't call a 1-800 number (like 1-855 or something similar) to make any payments. Remember, Toronto Hydro doesn't have a 1-800 number.
  2. Don't make payments at a kiosk towards your Toronto Hydro bill. Also, remember that Toronto Hydro doesn't accept bitcoin as a method of payment.
  3. Don't click on any links in emails/text messages asking you to accept electronic transfers.
  4. Avoid sharing any personal information over the phone or in-person.
  5. Don't make any payments related to Smart Meter Deposits – this fee doesn’t exist.
  6. Always compare bills to previous ones, including the amount and account number.

Review our tip sheet

Keep our tip sheet handy or share it with your friends, family or co-workers. It's available in the following languages:

Note: You can also translate the tips on this page into additional languages using Google Translate (select your preferred language from the bottom left corner of our website).

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:

Toronto Hydro Customer Care
416-542-8000
Monday to Friday, 8 a.m. to 8 p.m.
Canadian Anti-Fraud Centre
1-888-495-8501