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Bill FAQs

How much will my electricity cost?
How can I better manage my bills?
Why must we pay for electricity lost during transmission, and before it reaches my home or business?
How long will we have to pay the Debt Retirement charge?
If we have signed a contract, can we get out of it?
What happens if I move after I have signed a contract with a retailer?
What equipment am I/my company/farm responsible for?
Many of my bills are estimated. How can I be sure that I wasn't overcharged for my electricity use at the higher price?
What is the Estimated Bill Adjustment?
Am I eligible for the Estimated Bill Adjustment?
How often will I receive an Estimated Bill Adjustment?
How is the Estimated Bill Adjustment calculated?
Where will the Estimated Bill Adjustment appear on my bill?
What is Hydro One's Late Payment Charge?


How much will my electricity cost?

If you have switched to Time-of-Use prices, effective May 1, 2014, the TOU prices are 7.5 cents per kWh for off-peak; 11.2 cents per kWh for mid-peak and 13.5 cents per kWh for on-peak. Learn more about TOU pricing.

For a small number of customers not on Time-of-Use prices, effective May 1, 2014, the first 600 kilowatt hours (kWh) of electricity you consume each month will be priced at 8.6 cents per kWh. Each kWh you use above 600 kWh per month will be priced at 10.1 cents per kWh.

Since November 1, 2005, the seasonal price threshold for customers not on Time-of-Use has changed twice a year for residential customers to 1,000 kWh per month during the winter season (November 1 to April 30) and 600 kWh per month during the summer season (May 1 to October 31). Every six months,  the prices for electricity may change based on the OEB forecast for electricity prices.

Refer to our rates and prices section for more information.

How can I better manage my bills?

If you would like to better manage your bill payments, you may wish to enroll in our Budget Billing Plan (formerly referred to as our payment plan), where your payments are spread over the year and any fluctuations in monthly payments will be moderated and reconciled on an annual basis. You are not eligible for this plan if you are billed directly by a retailer.

For energy-saving tips for your home or business, go to www.HydroOne.com/SaveEnergy.

Why do I have to pay for electricity lost on its journey from generation to me?

When electricity is transmitted over long distances and passes through wires and transformers, it is normal for a small amount of power to be used or lost as heat. Electricity line losses are an unavoidable part of the electricity distribution business. For example, if we deliver 1,000 kWh to you, we must purchase a small amount more than what you use. To determine the amount of electricity we need to buy for you, we use a calculation called an "adjustment factor."

How do we arrive at the adjustment factor? We calculate the adjustment factor by comparing the total amount of electricity we buy on behalf of all our customers to the amount of electricity we deliver to their homes and businesses. Once we compare how much electricity we purchased to the amount of electricity used by customers, we can arrive at how much electricity was lost during delivery. Adjustment factors are reviewed and approved by the Ontario Energy Board and will vary according to your service type.

How long will we have to pay the Debt Retirement Charge?

According to the Ministry of Finance’s website, the Debt Retirement Charge will likely end between 2015 and 2018. Recently, the province announced that the Debt Retirement Charge will be removed from residential electricity bills effective December 31, 2015.

For questions on the electricity marketplace legislation and policy, please contact the Ontario Ministry of Energy at 1-888-668-4636, or visit the Ontario Electricity Financial Corporation.

If we have signed a contract, can we get out of it?

There is a 10-day cooling off period from the time you sign your contract in which you may cancel the contract. You must notify your electricity retailer at the address provided on the contract by registered mail or fax that you wish to cancel the contract.

Ontario law may provide you with certain options if you act within very limited time periods. Contact your lawyer or the Ontario Energy Board's customer service centre at 1-877-632-2727 for more information, or visit the OEB's website at www.ontarioenergyboard.ca/OEB/Consumers.

However, please be aware that any contract or other document you sign with a retailer should be considered legally binding. Hydro One Networks cannot change or interfere with contracts or other documents you have signed with third parties. 

What happens if I move after I have signed a contract with a retailer?

When you sign a contract with a retailer, it is for a specific period of time. This may remain in effect when you move, unless your contract states otherwise. Check the terms of your electricity contract, as contracts vary from retailer to retailer.

For questions on your electricity contract, it’s best to contact your electricity retailer directly.

What equipment am I/my company/farm responsible for?

You are responsible for the primary or secondary power lines.

What is the Estimated Bill Adjustment?

It is a credit that compensates customers for any overpayment of electricity at the higher tier price, which occurred as a result of our estimating logic.

Am I eligible for the Estimated Bill Adjustment?

Customers on the Regulated Price Plan who receive estimated bills may be eligible for this adjustment if they have been over charged for their electricity use at the higher price.

How often will I receive an Estimated Bill Adjustment?

If eligible, the Estimated Bill Adjustment will be applied to your bill on a quarterly basis (for customers whose meter is read on a quarterly basis) or annually (for customers whose meter is read annually). It will only appears on bills where an actual meter reading was obtained.

How is the Estimated Bill Adjustment calculated?

We recalculated your bills based on your two latest actual meter readings to ensure you received the benefit of the price threshold — the amount of electricity that is charged at the lower price. The credit is the difference between what you paid versus what you should have been charged at the lower price.

Where will the Estimated Bill Adjustment appear on my bill?

It will appear under "Your electricity charges" section of the bill.

You will also receive the following bill message: 'Estimated meter readings were used to calculate your bills since your last actual meter read. Your Estimated Bill Adjustment has been calculated to ensure you receive the lower price of electricity for your consumption up to the threshold. This credit appears under the electricity portion of your bill.'

What is Hydro One's Late Payment Charge?

Bills are due on the required payment date as shown on your bill. If payment is not received by the required payment date, which is 19 days after your billing date, a late payment charge of 1.5%, compounded monthly (19.56% annually) is applied to the outstanding balance. The late payment charge is calculated from the billing date to the date the next bill is issued. If partial payment is received by the required payment date, the late payment charge will apply only to the amount outstanding after deducting the partial payment.

Non-payment of your electricity bill may lead to disconnection. Our first choice is to work with customers to keep their accounts in good standing. If you’re experiencing financial difficulties, let us know – we’ll do our best to work out an arrears payment agreement that’s mutually acceptable.  


You can find out more from the Ontario Energy Board or Contact Us.

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