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

Fraudsters are calling our customers and masking their numbers so that is appears to be Toronto Hydro. They claim to be “Toronto Hydro Billing and Collections Process” and threaten immediate disconnection if payment isn’t made right away.

Usually, these fraudsters ask that customers call a 1-800 number (like 1-855 or something similar) 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.

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)

Door-to-door soliciting

In some cases, fraudsters are approaching customers door-to-door and posing as Toronto Hydro representatives. They’re pretending to inspect meters and panels, or sell and install products (like smart meters or devices to prevent power surges). Toronto Hydro never goes door-to-door to solicit sales.

How to protect yourself against scams and fraud

1. Immediately hang up on any suspicious phone calls. Remember, Toronto Hydro doesn't have a 1-800 number.
2. Don't click on any links in emails/text messages asking you to accept electronic transfers. Also, remember that Toronto Hydro doesn't accept bitcoin as a method 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: