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Customer Announcements


February 28, 2018

Electrical Safety Awareness Survey

Toronto Hydro is conducting an electrical safety awareness survey to evaluate the public’s awareness of precautions that should be taken to avoid some of the hazards associated with electrical equipment.

If you receive a telephone call from Innovative Research Group – an opinion research firm conducting the survey on our behalf – please considering participating. Your answers will help us in our efforts to continually improve public safety.

January 4, 2018

We Want To Know!
We’re conducting a study to better understand the cost of power outages for our customers. Over the month of January, customers will be selected at random to complete a short survey. The results of the survey will be used to help us improve the service we provide and plan for long-term service reliability.

We have retained an independent research firm, Nexant Inc., to conduct the study on our behalf. Please be assured that your responses will be kept strictly confidential and will not be associated with your name, address or account number.

Your participation and feedback are much appreciated!

Have questions? Please contact us here.

Nexant's Customer Care                                                                                                                                                                                                         Phone: 1-877-932-0609 (11 a.m. – 8 p.m., Monday – Friday)


December 14, 2017

Major Event Response Reporting – October 15, 2017

Toronto Hydro has filed a Major Event Report with the Ontario Energy Board (OEB) in relation to a wind storm that took place on October 15, 2017.  The report contains information related to actions taken by Toronto Hydro before, during and after the event took place.

A Major Event is beyond the control of a distributor and is unforeseeable; unpredictable; unpreventable; or unavoidable. Such events – such as extreme weather events like an ice storm or tornado – occur so infrequently that it would be uneconomical to take them into account when designing and operating the distribution system.

When a distributor determines that an outage was caused by a Major Event it must file its response within 60 days of the Major Event and post the report on its website at the same time as it is filed.

For further information regarding OEB reporting requirements visit the OEB website.

 Toronto Hydro Major Weather Event Report – October 15, 2017

October 3, 2017

Application to Finalize 2018 Electricity Distribution Rates and Charges (EB-2017-0077)

On August 23, 2017 Toronto Hydro applied to have their rates and charges finalized with the OEB. To view the full application, click here.

October 2, 2017

Toronto Hydro's 2016 Electricity Distributor Scorecard

Today Toronto Hydro released its 2016 Electricity Distributor Scorecard which tracks the utility's performance on 23 measures covering customer focus, operational effectiveness, financial performance, and responsiveness to the government's public policy direction. The 2016 Scorecard and Management's discussion is accompanied by a description of the measures and frequently asked questions. For more information about the Electricity Distributor Scorecard visit the OEB website.  

March 2, 2017

Ontario's Fair Hydro Plan

The Ontario government announced the details of their plan aimed at providing additional hydro relief for Ontario households.

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December 7, 2016

Customer Satisfaction Telephone Survey

Toronto Hydro is conducting a telephone survey of our residential and small business customers from December 7th - December 16th, 2016.

The survey is to measure customer satisfaction and reflect Toronto Hydro's efforts in better understanding the needs and preferences of its customers.

If you receive a phone call from Innovative Research Group, please consider participating in the survey.

Your feedback is greatly appreciated.

September 30, 2016

Toronto Hydro's 2015 Electricity Distributor Scorecard

Today Toronto Hydro released its 2015 Electricity Distributor Scorecard, which tracks the utility's performance on 20 measures covering customer service, operational effectiveness, financial performance, and responsiveness to the government's public policy direction.  

View Toronto Hydro's 2015 Scorecard and the accompanying discussion documents (English / French). The scorecard FAQs (English / French) and the Performance Measures document (English / French) have also been updated for the 2015 scorecard.   

For more information on the Electricity Distributor Scorecard visit the OEB website.    

December 29, 2015

Ontario Energy Board announces 2015 - 2019 rates decision  

Today, the Ontario Energy Board (OEB) released its decision for Toronto Hydro's 2015-2019 electricity distribution rates application. 

The next step is for the OEB to issue a final rate order, estimated to occur within the first quarter of 2016.

For more information on OEB's rate decision, visit the OEB website.

September 30, 2015

Toronto Hydro's 2014 Electricity Distributor Scorecard

Today Toronto Hydro released its 2014 Electricity Distributor Scorecard, which tracks the utility's performance on 20 measures covering customer service, operational effectiveness, financial performance, and responsiveness to the government's public policy direction.  

 To see Toronto Hydro's 2014 Scorecard and the accompanying discussion document click here.  The scorecard FAQs are also provided here (English version/French version).       

For more information on the Electricity Distributor Scorecard visit the OEB website.    

January 22, 2015

Toronto Hydro assures customers it does not use smart meters referenced in Today’s Bulletin

Toronto Hydro wants to assure its customers that the smart meters identified in the Electrical Safety Authority (ESA) bulletin today are not used in Toronto Hydro’s service territory.

The ESA issued a Safety Bulletin indicating that electricity distribution companies using Sensus IconA 3.2 and 3.3 (with remote disconnect version only) stop using these meters and remove any current meters from use.

In support of the Ontario Government’s plan to have all residential and small commercial customers on time-of-use rates, Toronto Hydro has installed approximately 700,000 smart meters.   None of these meters are Sensus models referenced in the ESA bulletins.

Customer safety is very important to Toronto Hydro and we will continue to closely monitor this matter.

October 31, 2014

Public Safety Message: Less daylight means streetlights are even more important

Daylight savings time ends this weekend, meaning less daylight in the morning and shorter days overall. And, with the cooler temperatures, people will often wear heavier and darker clothing making them difficult to spot. Studies have shown more driver and pedestrian incidents occur when the clock is turned back an hour in the fall.

One way to help drivers and others see better is to ensure the streetlight system is fully operational. That's why the City of Toronto and Toronto Hydro-Electric System Limited ("Toronto Hydro") want to remind customers and residents how to report a broken streetlight.

It's as easy as 1-2-3 – residents have three ways to report a streetlighting problem:

1.     Call the Toronto Hydro hotline at 416-542-3195, 24 hours a day/ 7 days a week

2.     Report online at torontohydro.com/streetlighting

3.     Call 311 Toronto for help in reporting to Toronto Hydro

To improve response time, customers should provide as much detail about the location, such as a pole number or street address, if possible. Alternatively, providing the nearest cross streets (e.g. Mount Pleasant Road between St. Clair Avenue and Moore Avenue) will assist crews in locating the problem.

Tips for pedestrians and drivers.

October 29, 2014

Criminals continue posing as utility employees and seeking payment over the phone

Toronto Hydro customers should be aware of criminals claiming to be part of its collection and billing department. Toronto Hydro is aware of this scam and reminds customers to report any suspicious phone calls to the Canadian Anti-Fraud Centre.

According to the reports, customers are receiving phone calls from people claiming to be from the ''Toronto Hydro Billing and Collection Process.'' The calls are being made from a 1-800 phone number and victims are being threatened with having their electricity disconnected if they do not immediately provide payment in the form of a pre-paid debit card or wire transfer.  Do not provide any personal information including your account number. Learn more.

October 16, 2014

Ontario Energy Board Consumer Survey

The Ontario Energy Board wants to hear what residential and small business consumers think about how well consumers are being protected in the retail energy markets. Please visit www.ECPAreview.ca and fill out their online survey.

September 25, 2014

Toronto Hydro's 2013 Electricity Distributor Scorecard

Today Toronto Hydro released its 2013 Electricity Distributor Scorecard, which tracks the utility's performance on 20 measures covering customer service, operational effectiveness, financial performance, and responsiveness to the government's public policy direction.  The Distributor Scorecard is a new tool devised by the Ontario Energy Board (OEB) - an independent regulator that sets electricity distribution rates for Toronto Hydro and other local distribution utilities in the province. To see Toronto Hydro's 2013 Scorecard and the accompanying discussion document click here.     

For more information on the Electricity Distributor Scorecard, visit the OEB website.  

August 8, 2014

Toronto Hydro's Use of Safe Smart Meters

In response to a number of inquiries from the public and media, Toronto Hydro would like to assure our customers that we did not install Sensus meters in our service territory.  Since 2005, Toronto Hydro has installed almost 680,000 smart meters in support of the Ontario Government's plan to have all residential and small commercial accounts on Time-of-Use rates. 

Toronto Hydro supports smart metering initiatives as a tool to modernize utility infrastructure and provide information to customers to allow them to manage their utility costs.

At Toronto Hydro, your safety is very important to us.  We take great effort in ensuring that safe technology and equipment is used in all services we provide.

April 24, 2014

City regular yard waste collection to remove leftover ice storm wood debris

With the onset of spring, the snow is melting to reveal bits and pieces of wood debris generated by the late December 2013 ice storm. Inaccessible up until now, this remaining material will be dealt with through the City's regular leaf and yard waste bi-weekly collection which began March 11. Residents, in accordance with their local collection calendars, may set their leaf and yard waste out on their regularly scheduled garbage day. Any leftover ice storm wood debris will be removed by these regular leaf and yard waste collection crews provided the material is set out correctly by 7:00 a.m. on pickup day.

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February 27, 2014

Extreme cold can cause increased electricity usage

With record-setting, sustained cold temperatures this winter, electricty usage has increased for many.

According to Environment Canada's climate statistics on the City of Toronto:

  • November and December 2013 were the coldest on average in over a decade
  • January 2014 was the coldest on average since 2004

These extreme temperatures have resulted in higher bills for many customers - anywhere from 9% for typical gas heated homes to 23% for typical electrically heated home. Use our High Bills Checklist to find out why your bill may be higher than expected.

February 10, 2014

Phase-Out of Incandescent Light Bulbs

Under Energy Efficiency Regulations, the federal government has announced that beginning January 1, 2014, the manufacture of 75-watt and 100-watt incandescent light bulbs is no longer permitted in Canada.

Incandescent bulbs produced before January 1, 2014 are still available for sale to consumers.

Starting December 31, 2014, the regulation will extend to the manufacture of 40-watt and 60-watt incandescent light bulbs.

For more information on the phase-out of incandescent light bulbs, visit the Natural Resources Canada website.

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