Facts and Resources, at Your Fingertips

Facts and Resources, at Your Fingertips

Find answers, contact information and other resources.

question icon

Outage FAQs

Answers to your questions about outages.

When should I report an outage?

If the whole neighbourhood is without power, report it to 416.542.8000. If only your home is without power, first check power isn’t out because of a tripped breaker or blown fuse and then call.

My neighbour has power – why don’t I?

If the outage is limited to your home, check for tripped circuit breakers or blown fuses. Learn how to safely reset your breakers. If this is not causing the outage, your home may be on a different distribution line than your neighbour. Our goal is to bring power back to as many customers at a time as possible. See our priorities for restoring power

How long will I be without power?

Get the latest updates on our News Feed, Outage Map, or follow us on Twitter.

What’s the difference between a planned and an unplanned outage?

Planned outages are scheduled service interruptions that allow our crews to safely perform maintenance or repair work on electrical equipment. Unplanned outages occur unexpectedly due to weather, accidents or other circumstances.

What should I keep in my emergency kit?

Stock your kit with enough supplies to last for at least three days, including flashlights and batteries, bottled water, a manual can opener and canned food. Make sure that everyone knows where to find it. See the full list here.

What non-perishable foods should I include in my kit?

Choose foods that are nutritious and do not require refrigeration, cooking, water or special preparation, including:

  • Canned food such as fruits, vegetables, beans and lentils, meats, fish, stews, or puddings
  • Juice, in boxes or bottles
  • Dried sausages, fruits and vegetables
  • Nuts and seeds
  • Protein or granola bars
  • Crackers
  • Cereal
  • Peanut butter or nut spreads
  • Multivitamins
  • Bottled water

Can I use a portable generator during an outage?

A portable generator can only be used outdoors to power your home. Never use generators indoors as they can pose a serious health and safety hazard.

Is it safe to use candles indoors during an outage?

Candles pose a fire hazard. Whenever possible, use battery-powered flashlights. If you do use candles, keep them out of the reach of children and pets, and never leave them unattended.

I was away during the outage. Is my food safe?

If your freezer is fairly full and you know for a fact that the outage lasted less than 48 hours, your food is likely safe to eat. However, when in doubt, throw it out.

In case of an emergency, what should I do with my pets?

Keep pet food and water in your emergency kit. In the event that you need to evacuate, take your pets with you. Some public shelters do not allow animals inside, so be sure to plan in advance for shelter alternatives. Develop a plan with neighbours, friends and relatives to make sure that someone is available to care for or evacuate your pets if you are unable to do so.

What should I do if a power line has fallen onto my street or yard?

Report the downed line immediately to 416.542.8000. Keep a distance of at least 10 metres away to avoid electrical shock. Do not attempt to remove tree branches leaning on or caught in power lines. Even non-conductive materials like wood or cloth, can conduct electricity even if only slightly wet.

How can I tell if a power line is live?

You should assume that all downed power lines are live, and stay well away. You cannot tell whether a power line is energized or not, just by looking at it.

How can I help prevent outages?

Here are a few precautions you can take to help prevent outages:

  • Keep at least three metres away from power lines when doing outdoor work.
  • Plant trees well away from power lines.
  • Call us if you notice branches growing too close to power lines.
  • Call Ontario One Call at 1.800.400.2255 for the location of underground power lines before starting any work that requires digging on your property.

emergency icon

Emergency Resources

Helpful links and phone numbers in the event of an emergency.


Call 911 for police, fire or medical emergencies or if you come across a downed electrical line and are unable to contact Toronto Hydro.


24/7 information on non-emergency city services, including trees and warming centres.

Electrical Safety Authority

Information about electrical safety, electricity use and actions to take after a power outage.


City of Toronto—Office of Emergency Management

How to prepare for and what to do in the event of an emergency.


Emergency Management Ontario

Province-wide updates about emergencies or disasters in your region.


Public Safety Canada

Information and resources about safety and emergency preparedness.


Environment Canada

The Weather Network

Canadian Red Cross

Offers assistance for communities affected by emergencies.


St. John Ambulance

Emergency care through first aid and medical transportation.


Canada Mortgage and Housing Corporation

Information on reoccupying your home after a prolonged winter outage.


Insurance Bureau of Canada

Types of insurance policies and what they cover.