Where am I ?
FREQUENTLY ASKED QUESTIONS

Customer Login
Billing and Payment Options - Bill and Payment History
eBilling through ePost - Enrol, Receiving & Viewing, Payment Options, Security, Account and Registration Help
Pre-Authorized Payment - Enrol, Cancel
Budget Billing Plan - Enrol, Modify, Cancel
Summary Billing - General, Enrol, Modify, Cancel
Update Contact Preferences
My Bill Explained
Ontario Clean Energy Benefit
Meter Readings
Moving - Move In, Move Out
Security Deposits
Service Requests
Temporary Disconnect
Underground Cable Locate
Tree Trimming or Removal
My Profile
My Account Self Service Conditions of Service
Call-back
Technical Website Help

 

Customer Login

What does "secure" mean?
It means you’re entering into a secure environment. The “My Account” section of our site has safeguards in place to protect your privacy and the confidentiality of your information.

Why should I set up an online Hydro One Networks account?
Once you've created an online profile and registered your existing account(s), you'll have access to our convenient “My Account” section. You’ll be able to get your account balance, as well as view your bill and most recent and historical billing information, submit a meter reading, request services, change your address and more, all online. Once you’re billed Time-of-Use electricity prices, you’ll be able to view your electricity usage. Create an online profile and take advantage of all the features My Account Self Service can offer.

Why do you need my email address to set up My Account online?

We use your email address to send you a temporary password for your account.  You then log-in to your account for the first time and change the password.  This is a standard approach used by many companies to ensure that your account is protected and can be accessed easily when you are first setting it up.  We also retain your email on file to enable communications with you around matters relating to your account.

I've forgotten my email address for My Account.  What do I do?

We'll ask you a few questions to verify your identity, and then we can provide you with your email address. Please contact our Customer Service Centre (7:30 am - 8:00 pm EST, Monday to Friday) at 1-888-664-9376 and we will assist you with your email address.

I've forgotten my password for My Account.  What do I do?

On the main screen online, type in your email address and then click on the "Forgot Your Password?" field.  A new temporary password will be sent to you by email.

What are the requirements for choosing a password?
You will need to select a password between 8-16 characters long. Passwords are case sensitive and special characters are accepted. Your password should have:

  • a minimum number of eight characters
  • a minimum of one alphabetic character
  • a minimum of one non-alphabetic character
  • no spaces are allowed in the password

Why is my password important?
Your unique password keeps your online account secure by making sure you’re the only person who can access your account information.

Why can't you send me my existing password if I've forgotten it?
For security reasons, your password has been encrypted - we’re unable to decrypt it, and therefore can't send it to you. We’ll send you a temporary password so you can access your account(s). Once you receive it, you’ll need to change it immediately to something you’ll remember before signing in.

Why does my password need to be so long?
Your password needs to be a minimum of eight characters and a maximum of 16 characters long to ensure better security and to meet industry standards.

Why do I need to use letters, numbers or special characters in my password?
For better security, we require you use letter and numbers. Just make sure it's not a combination that's easy to guess, such as your spouse's name or birth date.

Why should I change my password on a regular basis?
We recommend that you change it every six months or so for security reasons.

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Billing and Payment Options

I used to be able to see my usage information under Billing and Payment History in My Account?  Now I can't.  Where do I find my usage information?

For any bills after May 2013 that are listed in the Billing and Payment History window, you will be able to click on the bill line item and see an image of your bill.  Your usage will be shown on the bill.  Unfortunately, usage for periods prior to May 2013 is not available through bill images. 

I would like to see a copy of my bill.  How do I do that online?

To see a copy of any bill produced from May 2013 or later, log in to My Account, and look under "Account Activity" for "Billing and Payment History".  You will see a list of bills and payments.  For bills starting in May 2013, you can click on the bill item, and a copy of the bill will open for you.  Unfortunately, bills prior to May 2013 are not available online.

What do you mean by "premises"?
A premises is a location to which electricity service is provided. It represents a unique address. Examples include an apartment unit, an individual home or business.

Where is my account number?
Your account number is on the front of your bill, at the top, directly under your name and address.

What is a 911 address?
In the past, many rural addresses were simply known by their concession and lot numbers. However, for emergency response vehicles such as ambulance or fire, 911 addresses were created, based on standards established. The 911 address assigns each premises with a specific street number and name.

Will my bill show my meter readings?
It will depend if you are billed Time-of-Use prices. Starting in June or July 2013, customers on Time-of-Use prices will see their meter readings that were used to calculate their bill.

All other bills show the meter readings that were used to calculate the bill. The bill also shows the amount of electricity used, the dates for the billing period and whether the meter reading is based on an actual read or has been estimated. 

If I've signed with a retailer, can I view my bill statement online?
If you receive your bill from Hydro One Networks, you can view your bill online if you sign up for eBilling through epost. If your retailer bills you directly, please check with them to see what products and services they offer.

Starting with your May or June 2013 bill, you can check out your bill online by registering for My Account online services at www.HydroOne.com/MyAccount. If you aren’t registered for My Account, you’ll need a copy of your bill to get started. To view your bill once you have logged into My Account, select “Account Activity: Billing & Payment History”. Click on the link under the Transaction History column to view your bill.

Want to learn more about billing and payment options?
We've made it as convenient as possible to pay your Hydro One Networks bill. Choose any of the following payment options described here.

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eBilling through ePost

What are eBills?
eBills are electronic versions of paper bills that you can view and pay online through epost. When you sign up for eBilling from Hydro One Networks, you’ll no longer receive a paper bill in the mail.

Why should I sign up for eBilling?
eBilling is environmentally friendly! No more paper bills - unless, of course, you wish to print one yourself. No more clutter! You can access your current and previous bills (store up to seven years on a going forward basis) online, 24 hours a day, seven days a week. No more line-ups at the bank or ATM! You can pay your bills directly online at epost or at your financial institution's website. Whether you are away on business or away for the winter, as long as you have access to the Internet, you can access your account.

Who can sign up for eBilling?
All Hydro One Networks residential and business customers are welcome to join. If you have access to a computer and the Internet, you can take advantage of this easy-to-use service.

At this time, Remote Communities customers are not able to use this service. For more information on Remote Communities, please call 1-888-825-8707.

Will I continue to receive a paper copy of my bill through the mail?
No. Once you've signed up for eBilling, you’ll no longer receive a paper bill in the mail. You can sign up for an email notification from epost that will inform you when your eBill is ready for viewing. As you’re no longer receiving a bill in the mail, you must arrange to pay your eBill online at epost or through your financial institution's website. You may wish to sign up for our convenient Pre-Authorized Payment Option.

Can I go back to paper bills, if I do not like receiving eBills?
Yes, simply remove Hydro One Networks as a mailer in epost and we’ll resume sending you a paper bill in the mail.

Will I still receive bill inserts?
Yes, you’ll have access to all of the bill inserts that are mailed with our paper bills. When you view your Hydro One Networks eBill through epost, you'll notice a banner area at the top of your screen. The inserts will be displayed here as text links - simply click on a link to view the insert in PDF format. Note: To read PDF documents, you may need to download and install the free Adobe Acrobat Reader software.

Are Hydro One Networks eBills the same as a paper bill?
Yes, the information is exactly the same. However, please note your eBill cannot be printed and then used to make a payment at a financial institution. The absence of OCR (Optical Character Recognition) coding prevents the bank from processing your payment. Of course, your eBill can be paid online at your financial institution's website.

Does it cost anything to sign up?
Your epost box is absolutely free. There is no epost set-up or service charges, nor will it cost you anything extra to receive and pay your bills online using epost.

What is an epost box?
An epost box is a secure, Internet-based virtual 'Inbox' where you can receive, add, pay, print and manage your eBills and other important financial documents. If you have signed up to view your bills electronically via your online banking website, then you’re automatically signed up with epost: epost essentially 'powers' the electronic bill presentment portion of your online banking website.

Is epost available in French?
Yes, the epost website is available in French. Your Hydro One Networks bill will continue to be presented in your selected language preference (either English or French). However, please note in order to add Hydro One Networks as a mailer, some of the authentication pages are available only in English.

What are mailers?
Mailers are the companies and organizations who can send epost users their bills electronically.

What other mailers are available through epost?
There are many different mailers available to choose from including major bank credit card companies, utility companies, major retailers, phone and cable companies, etc. For a list of available mailers, go to http://www.canadapost.ca/epost.

What is epost?
epost is Canada Post's free bill presentment service, where you can add, pay, view and manage bills and other documents like hydro, phone, cable and credit cards, all online. You can access your electronic documents through you online banking website directly or through http://www.canadapost.ca/epost.

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eBilling - Enrol

How do I start receiving my Hydro One Networks bill online through epost?
There are two steps. Create an electronic mailbox through epost. Simply visit www.canadapost.ca/epost and click on the "Sign Up Now" button. If you already have an epost mailbox you can proceed to step two. Add Hydro One Networks as a mailer by clicking on the "Add Mailers" button and choosing Hydro One Networks from the list of available mailers. You’ll be prompted to enter your account number and customer name exactly as shown on your Hydro One Networks bill. Be sure to have a copy of your bill handy.

Can I sign up for eBilling on my financial institution's website?
Yes, you can sign up for eBilling through online banking websites that offer epost electronic document delivery service. Just add Hydro One Networks to your list of online mailers. Current epost participants are: RBC Royal Bank, CIBC, TD Canada Trust, National Bank of Canada, Laurentian Bank, Scotiabank, BMO and Mouvement des caisses Desjardins.

 

eBills - Receiving & Viewing

When can I expect to receive my first eBill?
Once you have activated your eBills account, you’ll receive your next bill electronically.

Will I receive my eBill around the same time of the month that I used to receive my paper bill?
Yes, your eBill will be delivered around the same time as your paper bill, or even earlier.

How will I know that I have a new eBill?
You can arrange for epost to send you an email notifications (to the email address of your choice) when a bill is delivered to your epost box. Once notified, you can log in to your epost box at http://www.canadapost.ca/epost and view your bills. If you’re concerned about missing a payment, consider taking advantage of our convenient Pre-Authorized Payment Option.

How do I view my eBills?
After you have activated your account, simply log in to epost with your username and password to view your Hydro One Networks bill online. You can also review your previous bills, and access all the bill inserts that are mailed with our paper bills. Once you sign up for eBilling, you’ll be able to store your bills for up to seven years.

What will my eBills look like?
It will look just like your paper bill. It will provide all the information that is found on a Hydro One Networks paper bill, in PDF format.. Note: To read PDF documents, you may need to have Adobe Acrobat Reader installed on your computer.

How many of my previous bills can I view and print using epost?
Once you sign up for eBilling you can access your current bill online, 24 hours a day, seven days a week. On a going forward basis, you’ll be able to store your previous bills for up to seven years.

Why does it take a long time to view my bills?
If you have successfully logged in to your epost account, it may take several minutes to view your bills for the first time. This may be caused by several factors: Your eBills account information is protected with 128-bit encryption — the most secure method available — to ensure your privacy online. However, this can slow the speed at which pages are loaded and displayed in your browser, because the information is first encrypted. i.e. turned into unintelligible data and then decrypted so that you can access it. Tests by epost show that Netscape 4.x takes longer to load than Internet Explorer 5.x and Netscape 6.x users may want to download the latest browser version. Also, the type of Internet connection you use to access Hydro One Networks' website, and the time and day when you visit the site, can also affect the speed at which pages load. You may find performance improves if you log in to epost during non-peak periods: after regular business hours and on weekends.

How do I save a copy of my eBill to my computer?
To save a copy of your eBill to your computer: Click "View My eBills" in the left-hand menu to view a listing of available bills. For the bill date you wish to save, click View Details under the Detailed Bill column. A File Download box will appear giving you the option to Save your bill. Click on the Save button. You can then name the file, and save it to your computer. You’ll receive a copy of your bill in PDF format. Note: To read PDF documents, you’ll need to download and install the free Adobe Acrobat Reader.

Do I have the option of having my bill emailed to me as a PDF?
Emailing your bill as a PDF file presents a security risk to you in that emails can be intercepted. As a result, we do not offer this option.

Can I access my bill from any computer?
Yes, all that is required is Internet access. The epost website is best viewed with Internet Explorer 5.0 and higher or Netscape 7.0 or higher.

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eBills - Payment Options

How can I pay my eBills?
You may pay your bill at epost or through your financial institution's website. If you prefer, you can have your bill amount automatically withdrawn with Hydro One Networks' Pre-Authorized Payment Option.

I'm already a Pre-Authorized Payment Option customer. Do I have to sign up again once I activate my eBills account?
No, your Pre-Authorized Payment status will not be affected by eBills. Your payments will continue to be automatically withdrawn from your account. The only change is that now, instead of receiving a paper statement in the mail, your statements will be available to view online.

Can I pay my eBills using my credit card?
At this time, you cannot use a credit card to pay your Hydro One Networks bill online through ePost. However, if you have not yet signed up at ePost and continue to receive paper bills in the mail or view them online through My Account, you can pay your bill by credit card through our bill payment partner Paymentus.

Can I physically pay my eBills at my financial institution?
Your eBills cannot be printed and then used to make a payment at a financial institution. The absence of OCR (Optical Character Recognition) coding prevents the bank from processing your payment. However, your eBills can be paid online at your financial institution's website. Or you can have your bill amount withdrawn automatically using Hydro One Networks' convenient Pre-Authorized Payment Option.

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eBills - Security

I'm uncomfortable viewing and paying bills online. How safe is the eBilling website?
Hydro One Networks is committed to ensuring the privacy of our customers' information. Upon initial enrollment, you’ll be required to enter your name (exactly as it appears on your Hydro One Networks bill) and Hydro One Networks account number in order to receive an epost User Name and password, and access to your account information. Hydro One Networks uses Secure Socket Layer (SSL) protocol with 128-bit encryption, the most secure method available to protect your account information. These measures ensure that only you have access to your eBilling account.

Will I get 'spam' or unsolicited mail?
No. The epost service is preference-based which means that you choose the mail that we deliver to you, including any advertising preferences from mailers. If you leave the option fields empty, you’ll not receive any additional mail. From time to time, you’ll receive notices from epost announcing new mailers, site improvements and contest promotions.

Is my mail opened or tampered with in any way?
No. epost will deliver your mail online securely and efficiently. Just as Canada Post does not open your physical mail, epost will not tamper with your electronic mail. Look for the Electronic Postmark & trade; on each mailpiece. This confirms the time and safe delivery of your mail to your epost box.

What does the Electronic Postmark represent?
The Electronic Postmark plays a vital role in the safe and secure delivery of your epost mail, as well as the protection of your personal information. Look for the Electronic Postmark on every epost mailpiece you receive - it certifies that your mail has not been altered, modified or tampered with during its delivery to your epost box, and also provides the date and time your mail was processed. Delivering the mail online for Canada Post, epost adheres to industry-leading privacy and security guidelines. This includes the Personal Information Protection and Electronic Documents Act (PIPEDA), which protects the use, disclosure and storage of your personal information, including your mail and its contents.

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eBills - Account and Registration Help

I’m having trouble signing up. Can you help me?
Please ensure you type your name exactly as it appears on your Hydro One Networks bill (all uppercase, with no punctuation). You must enter your account number including any leading zeroes. Starting on May 21, 2013, customers will have a new 12-digit account number due to the launch of our new Customer Information System. If you’re still having problems, please call our Business Customer Centre at 1-877-447-4412. Our office hours are Monday to Friday, from 8:30 a.m. to 5 p.m.

For more help refer to ePost FAQs.

I am having trouble adding Hydro One Networks as a mailer. What could be causing this?
When adding Hydro One Networks as a mailer, it’s important that you enter your name and account number exactly as it appears on your Hydro One Networks bill. Please have your Hydro One Networks bill handy. Otherwise, you may receive error messages as a result. Should you continue to experience difficulty, please call our Business Customer Centre at 1-877-447-4412. Our office hours are Monday to Friday, from 8:30 a.m. to 5 p.m. Or, you can send us an email. If you’re being re-directed or are having trouble accessing Hydro One Networks' site, it may be due to pop-up blocking software you have installed.

Why am I unable to pay my Hydro One Networks bill immediately when it arrives?
In order to pay your Hydro One Networks bills at epost, you must first set up a Payment Method. You may pay your bill through your financial institution's website or if you prefer, you can have your bill amount withdrawn automatically with Hydro One Networks' Pre-Authorized Payment Option. Note: It only takes a few minutes to sign up for our Pre-Authorized Payment Option online. Log in to My Account Self Service and enrol online. If you’re a first time user, you’ll need to create an online profile.

My name is incorrect on my bill. If I enter the correct spelling on my activation form, will it be corrected on future eBills?
For your own security, we cannot alter any information on your bill without your consent. Please call our Customer Communications Centre at 1-866-664-9376, Monday through Friday (excluding statutory holidays) from 7:30 a.m. to 8 p.m.

What if I think my eBill is wrong?
If you have any questions or concerns about your bill, please call our Customer Communications Centre at 1-866-664-9376, Monday through Friday (excluding statutory holidays) from 7:30 a.m. to 8 p.m.

How do I cancel my eBilling service?
To cancel your eBilling service, click the "Cancel My eBills" link in the left-hand menu of epost's website and follow the instructions. Remember, if you’ve also signed up for eBilling service at your financial institution's website, you’ll have to cancel this service as well to resume receiving your paper bill in the mail.

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Pre-Authorized Payment - Enrol

If I want to set up Pre-Authorized Payments, do I have to send a voided cheque?
No. If you have one or more accounts with us, and wish to have Pre-Authorized Payment set up for all accounts, you can create an online profile and sign up online.

Why do I have to stop Pre-Authorized Payments and start them again when I move from one location to another?
Pre-Authorized Payment information is not automatically transferred when you move from one premises to another. If you wish to remain on Pre-Authorized Payment, you’ll need to enrol again so we have your approval to withdraw your payments automatically from your chequing account for the new property. It only takes a few minutes to enrol for Pre-Authorized Payment online. Log in to My Account Self Service and enrol online. If you’re a first time user, you’ll need to create an online profile.

Can I pick the date of my Pre-Authorized Payments?
No. Our billing system works on billing cycles which are associated with specific bill groups. Each account is assigned a specific bill group and your billing date is determined by that group. Once the meter reading is input into the system, bills are automatically generated and you have 19 days from the issue date of the bill to make your payment.

Will I now receive my bill later or earlier than before?
Generally, you should receive your bills around the same time as before. You have
19 days from the billing date to pay your bill before you incur any late payment charges.

How long do I have to make payment before I incur late payment charges?
You have
19 days from the billing date on your bill before late payment charges are applied to your account. If you enrol in our Pre-Authorized Payment Option you’ll never have to worry about late payment charges again.

When I set up my Pre-Authorized Payment Option, can I give my banking information on the Web?
Yes, you can now enrol for Pre-Authorized Payment online. Log in to My Account Self Service to enrol online. If you’re a first time user, you’ll need to create an online profile.

Can I continue with my Pre-Authorized Payment Option if I've signed up with a retailer?
Yes, you can continue to pay using Pre-Authorized Payment.

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Pre-Authorized Payment - Cancel

Can I cancel my Pre-Authorized Payment Option at any time?
Yes. However, cancellation may not take effect immediately. For example, if you cancel within two full business days before the withdrawal date, your funds will still automatically be withdrawn from your account, since electronic processing will have already started. Therefore your cancellation will take effect on the following payment. It's best to provide advance notice. Log in to My Account Self Service to cancel online.

What happens if I cancel my Pre-Authorized Payment Option less than two business days before it’s withdrawn?
Your funds will still be automatically withdrawn from your chequing account, since the bill electronic processing will have already started. Your Pre-Authorized Payment will be cancelled for the following month.

What happens to charges on my bill if I cancel my Pre-Authorized Payment Option?
All pending pre-authorized bill payments will be cancelled and will not be withdrawn from your account. You'll have to make your payments by some other method, such as mail or at your financial institution.

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Budget Billing Plan - Enrol

Am I eligible for the Hydro One Networks' Budget Billing Plan?
Residential, farm and seasonal customers are eligible for the Budget Billing Plan. Some business customers are also eligible as long as they have a load less than 50 kW (i.e. energy-billed customers).. If you’ve signed with a retailer but are billed by Hydro One Networks, you’re still eligible to enrol.

Note: Seasonal customers who sign up for Budget Billing will receive their bill on a monthly basis.

Why can't I pick the amount that I want to pay on my Budget Billing Plan?
The Budget Billing Plan is meant to smooth costs over the year. If we were to set an artificial amount (an amount that you choose), the Budget Billing Plan may not work the way it’s meant to and would result in a high or low reconciliation bill.

I'm billed monthly. How does the Budget Billing Plan work for me?
You'll receive 11 monthly bills from us. Each is based on your monthly service charge plus 1/12 of your estimated annual energy use. Your 12th bill from us reconciles your yearly usage and balances your account. You’re then credited for any overpayment or charged for the balance owing. Please note periodic adjustments may be made to the regular budget bill amount due to rate or usage changes.

I'm billed bi-monthly. How does the Budget Billing Plan work for me?
You'll receive five bi-monthly bills over the first 10 months of the year. Each is based on two months' service charge plus 1/6 of your estimated annual energy. Your sixth bill from us reconciles your yearly usage and balances your account. You’re then credited for any overpayment or charged for the balance owing. Please note, if necessary, periodic adjustments may be made to the regular budget bill amount.

When can I start my Budget Billing Plan?
Anytime. Once you’ve submitted your completed online enrolment form, your Budget Billing Plan may not take effect immediately on the following bill depending on the meter reading dates. Log in to My Account Self Service to enrol online.

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Budget Billing Plan - Modify

Can I modify my Budget Billing Plan amount?
If you have had a significant change in your household that would affect your energy consumption, please call our Customer Communications Centre at 1-888-664-9376 to request an account review. Log in to My Account Self Service to modify your Budget Billing Plan. Depending on this review, your Budget Billing Plan amount may be either increased or decreased.

I used to be able to lower my Budget Billing Plan amount in My Account.  Now I can't.

The Budget Billing Plan can no longer be lowered online.  Only increases are permitted.  You can however request a Budget Billing Plan review.  Depending on consumption it may increase or decrease your Budget Billing Plan amount.  The new amount will be calculated and applied to your next invoice.

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Budget Billing Plan - Cancel

Can I stop my Budget Billing Plan anytime?
Yes. However, cancellation may not take effect immediately, but will take effect on the following bill. Log in to My Account Self Service to cancel your Budget Billing Plan

When will my account reconcile?
If you're billed monthly, your account will be reconciled on every 12th bill. If you're billed bi-monthly, your account will be reconciled on every sixth bill.

When I stop my Budget Billing Plan, what will happen to my charges?
Your account will reconcile and you'll be billed for the balance owing or credited for any overpayments.

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Summary Billing - General

What are the features of Summary Billing?
Customers who have four or more accounts can bundle their accounts together to receive one monthly summary bill.  Summary-billed customers receive an email when their summary bill and detailed statement are ready.  To access your summary bill and detailed statement, you'll need to go to our secure website at www.HydroOne.com/MyAccount to retrieve them. If you haven't registered for My Account, you will need to have your electricity bill handy to set up an online profile.

Why is my summary bill no longer being emailed to me?
This is because email is not a secure method for sending this type of billing information. We'll send you an email notifying you when your bill is ready to view, along with a link to access it from our secure website at www.HydroOne.com/MyAccount. If you haven’t registered for My Account you’ll need a copy of your electricity bill to set up an online profile.

What information will be displayed on my summary bill?
Your summary bill will have the same look and feel as your current Hydro One bill. It is a summary of all the charges of your individual accounts.

What information will be displayed on my detailed statement?
Your detailed statement will itemize your electricity charges and any adjustments for each individual account.

Will all my accounts bill every month?

It's possible some of your accounts will not be included in the monthly bill. This could occur in these situations:

  • when there is an issue with an account that isn’t able to be fixed in time for the monthly bill
  • when there has been an adjustment to the move in/out date
  • when a billing adjustment/correction is in progress.

In these cases, the charges for the account will typically be included in the following month’s bill.

What improvements have been made to Summary Billing?

The way that most corrections are processed has been improved for Summary Billing. Prior to this recent change in July 2014, whenever any individual account on Summary Billing required correction, the entire Summary Bill and all of its accounts had to be reversed and rebilled. This made it very difficult for customers to understand their monthly charges.

Corrections for accounts on Summary Billing are now made by reversing the charges for the individual account(s) requiring correction and then including the adjustment amount on the next month’s bill. This individual account adjustment reversal is used except where corrections are required due to a meter change or adjustment to the move out/in date. In these limited situations, a full reversal is required which results in every account on the summary bill being reversed and rebilled even if only one account had corrections.

How are corrections handled for accounts on Summary Billing?

Corrections for accounts on Summary Billing are now made by reversing the charges for the individual account(s) requiring correction and then including the adjustment amount on the next month’s bill. This individual account adjustment reversal is used except where corrections are required due to a meter change or an adjustment to the move out/in date. In these limited situations, a full reversal is required which results in every account on the summary bill being reversed and rebilled even if only one account had corrections.  

Who can qualify for Summary Billing?
At this time, we're offering the service to customers who have four or more accounts under the same customer name.

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Summary Billing - Enrol

IMPORTANT: You must have four or more accounts in order to sign up for Summary Billing.

What is Summary Billing?
If you have four or more accounts, why not bundle your accounts together to receive one easy monthly bill? Just one payment to make with a single bill that summarizes all of your accounts.

What do I need to do to enrol?
You'll need to review and accept the terms and conditions and enrol online at http://www.hydroone.com/summarybilling.

When will you start billing my accounts on Summary Billing?
Once we’ve received all the required information from you, it will take us two weeks to set up your account.

What information do I need to provide on the spreadsheet?
You'll need to list your Hydro One account numbers for each contract to be included on Summary Billing, the mailing address for the summary bill, company name, contact name and phone number.

Will I now receive my bill later or earlier than before?
Generally, summary bills are generated near the end or beginning of the month based on a pre-determined schedule. You have 19 days from the billing date to pay your bill before you incur any late payment charges.

What is the electronic format for the summary bill and detailed statement?
The summary bill will be a PDF (Adobe Acrobat). The detailed statement will be in Excel format. Your bill will be posted to our secure website at www.HydroOne.com/MyAccount. You’ll receive an email notification when your bill is ready for viewing along with a link to access it.

I would like to receive my summary bill and detailed statement in a different electronic format. Is this possible?
No, unfortunately we’ll be unable to provide you a different electronic format as our system automatically generates the summary bill as a PDF and the detailed statement as an Excel spreadsheet. We chose Excel as the format for the detailed summary as it’s widely used and can easily be imported to other programs.

How will I receive my summary bill and detailed statement?
The delivery method is electronic notification by email, with the bill available for secure viewing online at www.HydroOne.com/MyAccount.

What additional information will I see on my master bill?
We've improved the summary bill by adding a second page that contains your itemized electricity charges and the details of any adjustments incurred such as a refund on a security deposit, late payment charges, etc.

What additional information will I see on my detailed statement?
We've improved the detailed statement by adding your itemized electricity charges and providing the detail for any adjustments incurred such as a refund on a security deposit, late payment charges, etc.

Have there been any changes to the way my bill has been calculated?
No, there have been no changes to the way your bill has been calculated.

How do you allocate payments to my subordinate accounts?
Once we receive payment we post it against the master account. Our system then starts applying the payment to the subordinate accounts from oldest outstanding balance to newest charges. Electricity charges are paid first and once all electricity charges are paid any remaining payment is applied to non-electricity related charges again from oldest to newest.

How long do I have to make payment before I incur late payment charges?
You have 19 days from the billing date on your bill before late payment charges are applied to your account. If you enrol in our Pre-Authorized Payment Option you’ll never have to worry about late payment charges again.

What happens if I provide a partial payment?
Where a partial payment has been made on or before the due date, the late payment charge will apply only to the amount of the bill outstanding at the due date.

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Summary Billing - Modify

Can I add or remove more accounts from my summary bill?
Yes, you can add or remove accounts to your summary bill. Simply log in to My Account Self Service and complete the online form. If you’re a first time user, you’ll need to create an online profile.

 

 

Summary Billing - Cancel

Can I stop my Summary Billing anytime?
Please note in cancelling your Summary Billing, your master bill will be terminated and a bill will be issued for each individual account that you have. Your bills will likely have different due dates and will arrive at various times of the month. Log in to My Account Self Service to cancel your Summary Billing

 

 

Update Contact Preferences

I requested not to have any literature sent to me. Why did I get something with my last bill?
A few times throughout the year, we are required to inform all customers about issues related to safety, rates and the environment. In those situations only, we’ll be sending you information. At all other times, we’ll respect your request and you won't receive other information in your bill. You can also update your contact preferences by logging in to My Account Self Service.

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My Bill Explained

Why must we pay for electricity lost during transmission, and before it reaches my home or business?
When electricity is transmitted over long distances and passes through wires and transformers, it’s 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 is the adjustment factor determined?
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.

I have an unusually high bill this month. Why?
There are a number of reasons your bill may be higher than usual. Log in to My Account Self Service and select “Account Activity: High Bill and use the high bill inquiry tool to understand why.

How do I know if I am receiving Rural or Remote Rate Protection (RRRP)?
Residential customers who live in a Low Density Zone receive Rural or Remote Rate Protection (RRRP). To see if you are a residential low density customer, you will need to check page two of your bill to see if your service type is listed as “Residential – Low Density.” With RRRP the distribution service charge (included under the Delivery line on your bill) is automatically reduced by $28.50 to offset the cost of serving rural and remote parts of Ontario. It costs more to serve rural customers relative to urban customers. The higher costs are related to serving a diverse customer base, a lower customer density, and a large and more varied geographic territory compared to urban utilities.

How do I know if I can receive year-round residential rate status?

If your service type on page two of your bill shows “Residential – Seasonal” and you live at your residence year-round you may be eligible for year-round residential rate status. You may also be eligible if you have a farm with a primary residence and your service type is listed as “General Service – Energy.”

In order to receive year-round residential rate status you must reside at your residence for at least four days of the week for eight months of the year. You must not reside anywhere else for more than three days a week during eight months of the year.

To apply for year-round rate status you will need complete theDeclaration Form and submit it to us along with a copy of your driver’s licence or property tax bill that shows proof of your address. Once we have confirmed your eligibility for year-round residential rate status, we will bill you at the appropriate density-based residential rates (urban high density, medium density or low density).

How long will we have to pay the Debt Retirement Charge?
Responsibility for managing the stranded debt of the former Ontario Hydro was assigned to the Ontario Electricity Financial Corporation (OEFC), which is an agency of the Ministry of Finance. According to the Ministry of Finance, the Debt Retirement Charge will likely be retired between 2015 and 2018. To find out more about the Debt Retirement Charge, please call the Ministry of Finance at 1-866-668-8297 or visit the OEFC's website at www.oefc.on.ca.

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Ontario Clean Energy Benefit

What is the Ontario Clean Energy Benefit?
The Ontario Clean Energy Benefit will help residential customers and small businesses manage rising electricity bills as we transition to a cleaner, modern electricity system. The government has announced this benefit will take 10% off the cost of up to 3,000 kWh a month of electricity use, including HST. The benefit will be in effect for five years, ending as of December 31, 2016.

What charges are included in the Ontario Clean Energy Benefit?
The Ontario Clean Energy Benefit applies a 10 per cent rebate, up to 3,000 kWh a month, to the following charges: Electricity, Delivery, Regulatory Charges, the Debt Retirement Charge, Global Adjustment (if applicable) and HST.

What charges are not included in the Ontario Clean Energy Benefit?
The Ontario Clean Energy Benefit does not apply to late payment charges, security deposits, new connection charges, past due charges and rental charges (e.g. sentinel light rental, pole rental, etc.) and to any electricity use above 3,000 kWh a month.

How much will I save with the Ontario Clean Energy Benefit?
The Ontario Clean Energy Benefit is a 10 per cent reduction on your total electricity charges up to 3,000 kWh a month, including HST. An average Residential - Medium Density customer using 800 kWh will see a reduction of about $16 a month

Where will the Ontario Clean Energy Benefit appear on my bill?
It will appear as a separate line item on your bill. The new line item is “Ontario Clean Energy Benefit: 10% off applicable electricity charges and taxes” and it will appear below the “Total of your electricity charges” line item. In addition, there will be a “New total of your electricity charges” line item showing the net charges after applying the Ontario Clean Energy Benefit.

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Meter Readings

Where is my meter number?
Your meter number is on your Hydro One Networks bill under the "How we calculated your charges" section.

How do I locate my meter?
Your meter will be either: Outside, on the side or back of your house near the point where the electrical service enters the house or inside, between the electrical service entrance and your fuse box. If you can't find the meter number, or don't have access to it, please call us at 1-888-664-9376, Monday to Friday, from 7:30 a.m. to 8 p.m.

How do I read my meter?
Read our detailed instructions on How to Read Your Meter.

Note:
Some smart meters may have Automated Meter Reading (AMR) functionality activated prior to your account switching to Time-of-Use prices. When this occurs, the My Account Self Service website automatically disables the section "Submit Your Own Meter Reading" and you no longer need to read your own meter.

When should I submit my own meter reading to Hydro One?
If you still have a dial meter, or your smart meter is not yet providing automated meter readings to Hydro One, you have the ability to submit your own meter readings to Hydro One online or by telephone to avoid bills based on "estimated usage". Important: There is a specific window of opportunity for you to submit your meter reading each month so that it's reflected on your next bill. Be sure to search the Billing Period Schedule first for your Bill Group, then submit your meter reading during the specific date range listed for your Bill Group.

Can I submit a meter reading if I am a demand-billed customer?
Demand-billed customers have their meter read by us on a monthly or bi-monthly basis. You don’t need to submit a meter reading because your bill will be based on your actual consumption in kW and kWh. If by chance your meter has not been read, it’s likely due to an access issue with your meter. Please call our Customer Communications Centre at 1-888-664-9376 to schedule a meter reading appointment. Our office hours are Monday to Friday, from 7:30 a.m. to 8 p.m.

Can I submit a meter reading if I am billed on Time of Use (TOU) Prices?
TOU-billed customers do not have the option to submit a meter reading online as the meter is automatically read every hour. Log in to My Account Self Service and select “Account Activity: My Electricity Usage” to view your electricity use online.

Why would the reading I sent in not be used for billing?
Please be aware that sending in a meter reading is helpful. If you choose to send in a meter reading, we’ll input it into our billing system. If your entry is made during the billing period for your account, it will be used to calculate your bill. However, if your entry is made outside of the billing period, the information will be used to help us create estimated readings. Before we use any submitted meter reading, we compare it to previous readings on your account and your electricity usage patterns. If it’s obvious that the meter was not read correctly, we will not use that reading.

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Moving

What do you mean by "premises"?
A premises is a location to which electricity service is provided. It represents a unique address. Examples include an apartment unit, an individual home or business.

What is a 911 address?
In the past, many rural addresses were simply known by their concession and lot numbers. However, for emergency response vehicles such as ambulance or fire, 911 addresses were created, based on standards established. The 911 address assigns each premises with a specific street number and name.

Why can't you just "transfer" accounts?
Accounts are associated with both an account holder and a premises. When you move, you’re no longer associated with that premises, so we have to close your old account and open a new one. Starting on May 21, 2013, if you’re moving to a new premises in our service territory you’ll no longer receive a final bill or be issued a cheque for any credit balance if you move to a new premises that has the same service arrangements as the old premises. Since you’ll retain your account number for life, any debit or credit balance will be automatically transferred to your next bill for your new premises.

How do I know whether I am a Hydro One Networks' customer now?
If you're not sure whether you’re currently a Hydro One Networks' customer, please check your bill. The services on this site apply to Hydro One customers only.

I am trying to complete a move online however I'm presented with a page showing an outstanding balance owed.  I'm advised to call the Customer Service Centre.
Until the outstanding balance is paid a move can't be completed online.  Please call our Customer Service Centre for further assistance at 1-888-664-9376, Monday to Friday from 7:30 a.m. to 8 p.m.

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Move In

How do I know whether I will be a Hydro One Networks' customer in the new premises?
If you're not sure whether you'll be a Hydro One Networks' customer in the new premises, check our service territory online or you can call us at 1-888-664-9376, Monday to Friday, from 7:30 a.m. to 8 p.m. Have the complete address, including postal code, handy when you call.

Will I have to pay an account setup charge?
Yes, when opening a new account with Hydro One Networks you’ll need to pay an account setup charge of $30.00 plus GST.

What if the electricity service at the new premises is disconnected?
If the electricity service at the new premises has been disconnected for six months or more, an electrical inspection by the Electrical Safety Authority (ESA) is necessary before it can be reconnected. This is important for electrical safety. Call us at 1-888-664-9376, Monday to Friday, from 7:30 a.m. to 8 p.m. for more information. Or visit the ESA's website at www.esasafe.com. You can also reach the ESA at 1-877-372-7233.

Why do you need contact information for my lawyer and the previous owner?
In a real estate transaction, it’s important that the previous owner has paid all the electricity bills they are liable for, before they close off the account and open a new account for the new owner at that premises. In many cases, lawyers handle these matters as part of the overall property sale transaction.

How do I know if I am Harmonized Sales Tax (HST) exempt?
You’re exempt from paying the HST if you’re a First Nations person living on a reserve, provincial government offices, Band-empowered schools, hospitals or Social Service entities. In order to receive this exemption, please fill out and send us the exemption form, contact our Customer Communications Centre with your Certificate of Indian Status card number at 1-888-944-3251, or email CustomerCommunications@HydroOne.com.

How do I know if I am Debt Retirement Charge (DRC) exempt?
You’re exempt from paying the DRC if you’re a First Nations person consuming electricity on a reserve, or Individual in the diplomatic community that has an exemption certificate or is exempt from paying the Harmonized Sales Tax (HST). In order to receive this exemption, please fill out and send us an exemption form, contact our Customer Communications Centre with your Certificate of Indian Status card number at 1-888-944-3251, or email CustomerCommunications@HydroOne.com.

What is my exemption number?
For First Nations customers, please use your certificate of Indian Status Card. This number is comprised of 10-digits. For other customers, please use your GST or HST exemption number.

How often will I be billed by Hydro One Networks?
Your bill frequency is determined by where you live, your meter type and your service classification. Residential customers are billed either monthly, bi-monthly or quarterly. Our business customers are billed on a monthly or bi-monthly basis.

How is my service classification determined?
Your service classification (residential, seasonal, or general service) is based on a number of factors such as the type of electric service (primary vs. secondary service) you have at your residence, farm or business, the amount of power you need and the customer density in your area. For more information about rate classifications, go to www.HydroOne.com and click on Regulatory > Rates & Prices > Rate Classes.

Will I receive estimated bills?
Most residential and small business customers (i.e. energy-billed customers who do not have a demand meter) have been switched to Time-of-Use (TOU) prices. Under normal conditions, TOU customers receive bills based on their actual consumption for the billing period and do not receive estimated bills.

For residential and small business customers on Tiered pricing, we’ll send you a monthly bill with estimated electricity consumption between meter readings. Residential customers who are bi-monthly billed will have their meter read on a bi-monthly basis. You may receive an estimated bill if your meter is inaccessible or if you have an inside meter and you’re not home when our meter reader visits.

How can I pay my bill?
In addition to our convenient Billing and Payment Options, you can also pay your by mail using the envelope enclosed with your bill and include the payment stub from your bill along with a cheque or money order. Please do not send cash through the mail. You can also pay your bill at most major financial institutions. It's easy to pay by phone, Internet, ATM or in person. Be sure to check the date allowed for payment carefully, and allow at least five business days for processing. Learn more about the ways to pay your bill.

Can I view my current account balance online?
Yes, log in to My Account Self Service and view your current account balance. Your balance is displayed in the top right hand corner of the My Account landing page.

Can I view my bill online?
Starting with your May or June 2013 bill, you can check out your bill online by registering for My Account online services at www.HydroOne.com/MyAccount. If you aren’t registered for My Account, you’ll need a copy of your bill to get started. To view your bill once you have logged into My Account, select “Account Activity: Billing & Payment History”. Click on the link under the Transaction History column to view your bill.

Can I view my billing and payment history online?
Yes, log in to My Account Self Service and select “Account Activity: Billing & Payment History” to view your billing and payment history.

What is Rural or Remote Rate Protection (RRRP)?
Under the Ontario Energy Board Act and associated regulations, qualifying year-round residences and farms with a principal residence are eligible to receive Rural or Remote Rate Protection (RRRP) if their service type is Residential - Low Density. The RRRP credit of $28.50 is applied against the distribution service charge found under the "Delivery" line on your bill. It’s meant to address the higher cost of serving rural customers relative to urban customers. The higher costs are related to serving a diverse customer base, a lower customer density, and a large and more varied geographic territory compared to municipal utilities.

How do I find out more about the services Hydro One Networks offers?
If you’re a new residential customer, we’ll send you a welcome package that will describe all the services that we offer. For our business customers, we’ll send you a summary of our conditions of service. We encourage you to visit www.HydroOne.com to find out more about the services we offer.

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Move Out

How much notice do you need before I close my account?
We’ll need at least five business days notice before your last planned day of service. This is required so we can do a final meter reading. Log in to My Account Self Service and select “Moving?” to notify us of your moving date.

How long will I have access to My Account profile once I move out?

Access to My Account will be provided for two months after the end of your service with us.

Where can I get more information? 

Email us at CustomerCommunications@HydroOne.com or call our Customer Service Centre at 1-888-664-9376, Monday to Friday from 7:30 a.m. to 8 p.m.

I am moving outside of Hydro One's service territory, why do you need my new mailing address?
We need your new mailing address so we can arrange to send your final bill or a cheque if you have a credit balance.

My meter is located inside or is inaccessible. Can I request a morning or afternoon appointment for a final meter read?
Yes, you can submit either a morning or afternoon appointment. However, please be aware we cannot promise that a field person will be there at a particular time.

Can the field person call me before they arrive to read my inside or inaccessible meter?
I'm sorry at this time we do not offer this service.

I have an aggressive dog. Do I need to set up an appointment to have my final meter reading obtained?
Yes, please indicate on the move out form that you require an appointment.

Can I pay my final balance by credit card?
If you would like to pay your final balance by credit card, you’ll need to call our bill payment partner, Paymentus Corporation at 1-877-507-5093 to arrange or go to www.HydroOne.com/creditcard to make a payment online.

What if my Hydro One Networks' account is in arrears?
If your current Hydro One Networks' account is in arrears, we cannot complete this request by mail. You'll need to call us at 1-888-664-9376. Our office hours are Monday to Friday, from 7:30 a.m. to 8 p.m.

Why do you need contact information for the person buying my property?
We need to contact the incoming customer to get their agreement to assume responsibility for electricity service. We need to know the actual date that the new owners will be assuming responsibility for the electricity service at the premises. The day they take possession may not be the same day that they move in, but they are responsible for any electricity charges incurred from the date they officially take over possession of the property.

Why do you need contact information for the building's owner or landlord?
Sometimes when a tenant moves out of a rented home, a new tenant doesn't move in right away. In the time between one tenant leaving and the new one moving in, any electricity bills are the responsibility of the owner or landlord.

My bank/mortgagee is taking over my property. Do I need to submit a move out request?
No, if your bank is taking over your property we need to hear from them directly before we can process a move out order. For more information on the process, please call our Customer Communications Centre at 1-888-664-9376. Our office hours are Monday to Friday from 7:30 a.m. to 8 p.m. Or you can send us an email to business.customer.centre@HydroOne.com.

What happens if I change residence or move after I have signed a contract with a retailer?
When you sign a contract with a retailer, it’s 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.

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Security Deposits

I will be moving into Hydro One's service territory. Will Hydro One require a security deposit?
Residential: As a courtesy, we do not require a security deposit from new customers who have no payment history with us. However, if you fail to demonstrate a good payment history we’ll subsequently require a security deposit.
Non-Residential < 50 kW: Yes, but if you provide us with a satisfactory Canadian utility reference or a credit report from Equifax, TransUnion or Dun and Bradstreet, we won’t require a security deposit.
Non-Residential > 50 kW and < 5,000 kW: Yes, but if you provide us with a satisfactory Canadian utility reference or a credit report from Standard & Poor's, Moody's or Dominion Bond Rating, we won’t require a security deposit.
Non-Residential > 5,000 kW: Yes, but if you provide us with a satisfactory Canadian utility reference or a credit report from Standard & Poor's, Moody's, Dominion Bond Rating or Dun and Bradstreet, we won’t require a security deposit.

I am moving outside of Hydro One's service territory (or closing my account). When will Hydro One return my security deposit?
We’ll return your security deposit within six weeks of closing your account. The deposit plus interest earned will be applied to your final bill and any excess funds will be returned to you at the forwarding address provided.

How do you calculate the security deposit?
If you're billed monthly, the security deposit is calculated at 2.5 times your average monthly bill during the most recent 12 months. If you're billed bi-monthly or quarterly, the average bill is multiplied by 1.75 or 1.5, respectively. If you have less than 12 months of service history with Hydro One, we’ll base the security deposit on a reasonable estimate.

What can I do to help avoid paying a security deposit? How do you define a good payment history?
To avoid paying a security deposit you must have a good payment history. You’re considered to have a good payment history as long as you haven't had one of the following on record: More than one disconnection notice issued. More than one cheque or Pre-authorized Payment returned for insufficient funds (NSF). A collection or disconnection trip has occurred. For residential customers, it's one year of good payment history. For non-residential customers with a demand of less than 50 kW, it's five years. For non-residential customers with a demand of 50 kW or more, it's seven years.

Will my deposit be refunded?
Yes, it’ll be refunded as a credit on your bill when you close your account, or when you show a good payment history. For residential customers, one year of good payment history is required. For non-residential customers with a demand of less than 50 kW, it's five years. For non-residential customers with a demand of 50 kW or more, it's seven years.

Will I receive interest on the security deposit?
Yes. Interest is accrued monthly and payable quarterly on security deposits and applied to the account. Starting on May 21, 2013, the interest will be paid monthly as a credit to your account. This will be paid to you starting upon receipt of the total deposit. The interest rate is the Bank of Canada's Prime Business Rate less two per cent. Interest due will be paid quarterly, or on return of the security deposit or closure of the account, whichever comes first..

Where can I get more information on your Security Deposit policy?
For information on our security deposit policy go to http://www.hydroone.com/MyHome/MyAccount/ConditionsofService/Pages/SecurityDepositPolicy.aspx

What is a credit reference letter?
You can use this letter as a reference when setting up a new account with another electricity service provider. This letter will indicate if you have met the relevant period of time to demonstrate a good payment history.

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Service Requests

What is a 911 address?
In the past, many rural addresses were simply known by their concession and lot numbers. However, for emergency response vehicles such as ambulance or fire, 911 addresses were created, based on standards established. The 911 address assigns each premises with a specific street number and name.

What is the Electrical Safety Authority?
The Electrical Safety Authority (ESA) was created to assume responsibility for electrical inspections and for electrical safety in Ontario. The ESA's website is www.esainspection.net. You can also reach the ESA at 1-877-372-7233.

Can I create a service request online?
Yes, log in to My Account Self Service to complete your request online.

Am I able to view the status of my request online?
Yes, log in to My Account Self Service to view the status of your request.

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Temporary Disconnect

How do I request a temporary disconnection of power if I’m completing renovations at my property?
Log in to My Account Self Service to request a temporary disconnection of power online. You will need to select “Service Requests – Temporarily Disconnect Power”.

Who will tell me where to move the meter?
If the meter location is changing, the new location will be determined by Hydro One Networks customer service representative at the site visit and appropriately noted on the layout.

What if I can't meet the customer service representative when he/she comes to do the layout?
If a service layout is done, it will be mailed or faxed to you, outlining all requirements and charges. You can discuss this when our customer service representative calls you about your service upgrade request.

Is there always a charge associated with a new layout?
No, there is no charge for the layout however there may be charges associated depending on the work to be done once the layout is completed.

How much will it cost?
All costs for such things as secondary service fees, secondary overhead line charges or underground line charges will be determined by our customer service representative and will be detailed on the layout for you.

When can I expect to hear from someone in regards to my service request?
A customer service representative will strive to contact you within two business days from initial contact with Hydro One Networks.

If I have some other technical questions, who can I ask?
The customer service representative, who calls you, will confirm the information and service requirements with you. He/she can also provide some technical information at that time.

Do I need an electrical inspection permit?
Before you make changes to your electrical requirements, we recommend that you call the Electrical Safety Authority at 1-877-372-7233 to apply for a permit. After the work is complete, an electrical inspector will ensure that your electrical work meets all the requirements of the Ontario Electrical Safety Code. Do it for your own safety and protection!

What is the Electrical Safety Authority?
The Electrical Safety Authority (ESA) was created to assume responsibility for electrical inspections and for electrical safety in Ontario. The ESA's website is www.esasafe.com. You can also reach the ESA at 1-877-372-7233.

What types of changes will affect my electricity service?
If you’re planning on finishing your basement, renovating your kitchen, or building an addition and the work involves modifying your wiring, an electrical inspection is required.

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Underground Cable Locate

I think the hydro line comes into my property off a pole. Do I need to request a service order for locating an underground line?
Unless you’re absolutely sure, it's wise to request an underground cable locate. To request, call Ontario One Call at 1-800-400-2255 or submit an e-ticket at www.on1call.com. Ontario One Call is open 24 hours a day, seven days a week. Please provide at least five working days’ notice.

How much notice is required?
Please provide at least five working days’ notice.

Should my contractor call or put in a service order to locate an underground line?

If your contractor plans to dig or excavate on your property, an underground cable locate request should be made to Ontario One Call.

Is there a fee for locating underground lines?

Locating underground lines - from the road to the meter base- for services that are located on private property will be done free of charge up to the point where you can isolate the service safely (pull the main breaker) yourself. However, beyond this point, we will not locate underground lines and there may be a charge to hire a contractor to locate these underground lines.

How can I identify stakes, flags or paint belonging to Hydro One Networks?
We use stakes and flags marked HYDRO in red fluorescent paint to mark our underground line locates. This is universally agreed among the various utility industries as the Electrical Utility colour. (It may also appear as bright pink).

Is there a report filed after an underground line locate has been done?
A written report is made out for each underground line locate. It may be left at the property if someone is present or it may be faxed or mailed to you later. Our underground line locate is valid for 30 days.

How will I know that cables on my property have been located?
We use stakes and flags marked HYDRO in red fluorescent paint to mark our underground line locates. This is universally agreed upon among the various utility industries as the Electrical Utility colour. (It may also appear as bright pink.)

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Tree Trimming or Removal

If I put in a service request for tree trimming or removal, will the work be performed right away?
Hydro One Networks trims and removes trees around lines which are located on public property or private lands where Hydro One Networks has easement rights. We can't give you an estimate on when the work will be performed. You’re responsible for tree trimming for lines which are customer owned and/or located on private property where Hydro One doesn't have an easement (for example, the line section between your residence and the pole top transformer). Log in to My Account Self Service and select “Service Requests: Tree Trim” to request tree trimming or removal online.

When will the work be done?
There is no guarantee that the work will be completed on a certain date. All work is scheduled according to workload and priorities. You can check the status of your request online. Log in to My Account Self Service and select “Service Requests: Check Status of Requests to view the status of your request.

Will I be able to make an appointment to meet the customer service representative?
We currently do not schedule appointments with our customer service representatives on service orders for tree trimming or removal.

Can I order wood chips from the tree trimming or removal work site?
The group in charge of tree trimming or removal no longer takes requests for wood chips. However, if you see them working in your area, you may be able to obtain wood chips from them. Our crews out in the field will have better knowledge of the availability of wood chips and may be able to offer you some when they're out notifying you of any tree trimming programs.

Will someone contact me in regards to my service request?
A customer service representative will strive to contact you within two business days to discuss your request and determine if and when a visit to your premises is necessary.

Why do you need to cut so much?
We try to cut only as much as required. However, we do want to ensure that trees do not interfere with the lines and potentially cause accidents or hazards.

Can you recommend someone to trim my trees?
We can't make recommendations. Please check the Yellow Pages for tree trimming services.

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My Profile

How do I add or delete accounts from my online profile?
Simply log in to My Account Self Service and select “My Profile: Add, Select or Delete Accounts” to add or delete accounts from your online profile.

What information can I update in my online profile?
The following information can be updated online:

• Current mailing address
• Temporary mailing address
• Home and alternate phone numbers
• Return envelope, bill insert and notification by email preference
• Change email and password
• Add or delete online accounts.

Log in to My Account Self Service select “My Profile” to and update your online profile.

Why do I have to call the Customer Communications Centre to correct some of my information? Why can't I update ALL of my account information online?
For security reasons, you won't be able to modify some of your account information online, such as your name. Our online site is secure, but we prefer that you call our Customer Communications Centre directly at 1-888-664-9376 to correct certain items. Our office hours are Monday to Friday, from 7:30 a.m. to 8 p.m.

What if I've forgotten my password?
We’ll email you a temporary password. Once you've received it, you’ll be required to choose a new password immediately upon signing in to the Self Service area.

What if I've forgotten my User ID?
Just go to Forgot Your User ID? and enter your email address. We’ll automatically email you your User ID.

Why do I get an error message when I try to create an online profile?
This could be happening for a number of reasons: You may have entered your account number incorrectly. Please make sure you enter it exactly as it appears on your bill. If you continue to get an error message when logging in, please call our Customer Communications Centre at 1-888-664-9376. Our office hours are Monday to Friday, from 7:30 a.m. to 8 p.m.

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My Account Self Service Conditions of Service

What are the terms and conditions for the “My Account Self Service” site?
Hydro One offers the Services on this website for your personal use for no additional fee. The terms and conditions set out in this document comprise the legally binding agreement between you and Hydro One governing your use of the Services. Please read them carefully.

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Call-back

What is this call-back service?
We know you don’t like to be placed on hold for long periods of time. Using the call-back feature will allow you the freedom to do other things while you wait for an agent to call you back. You’ll be called back when it's your turn to speak with an agent. And you won't lose your place in line if you choose to use the service.

How does it work?
Here's how it works. If there is an extended wait time to speak with an agent, you’ll immediately receive the option to receive a return call in the same amount of time as if you stayed on hold.

It is easy to use; all you have to do is to press one on your telephone keypad after you hear the voice prompt. You’ll then be asked to enter your telephone number and record your name.

What are the features of call-back?
Our system will tell you how long you’ll be on hold and lets you decide whether to wait or receive a call-back in the same amount of time as though you had waited on hold. You also have the option of scheduling a call-back for a later time in the day, or up to seven days in advance during our regular business hours.

What happens if I receive the call-back and I am busy?
No problem, you have the option to re-schedule the call-back for a later time or cancel the call-back completely.

What happens if I receive the call-back when I am on the phone or not home?
If you have an answering machine, we will leave a message and we will call-back again in ten minutes. If we are still unable to speak with you, we will try one more time.

If you do not have an answering machine, we will call you back again in ten minutes. If we are still unable to reach you we will try one more time.

How long will I have to wait on hold?
The benefit of using call-back is you don’t have to wait on hold. You will have the freedom to do other things while you wait for an agent to call you back.

How long will I have to wait for a call-back?
It will vary depending on how heavy our call volumes are when you call. When you call you will hear a voice recording that will indicate what your estimated wait time is. If the estimated call-back time is not convenient for you, you have the option to schedule the call-back for later in the day or up to seven days in advance.

Will I receive the call-back at the stated time?
Yes, you’ll receive a callback within the time range you were quoted. However, if an unexpected event affecting our call centre occurs such as an outage or an emergency, the callback will be placed in a queue and you will be advised that there will be a delay with an estimated wait time given. You have the option to reschedule or cancel your callback at that time.

How is my estimated wait time determined?
It is based on the number of available agents and the number of customers waiting to speak to a customer service representative.

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Technical Website Help

How do I enlarge or reduce the font size of your website?
Hydro One’s website is optimized for the Internet Explorer (IE) web browser. To enlarge or reduce the font size using Internet Explorer, look on your browser’s toolbar near the top right of your browser window, and choose the drop-down option “Page”. Then select “Text Size” and choose from the following options: Largest, Larger, Medium, Smaller, Smallest. Note: Some links on our website and My Account Self Service portal cannot be enlarged through this method due to style sheet restrictions.

Another method is to change the overall screen resolution within your computer’s operating system and monitor. For most Windows-based operating systems (Windows 98, ME, XP, Vista or 7), select “Start > Settings > Control Panel > Display (Properties)”, then click the “Settings” tab and choose a default screen resolution larger than your current setting (e.g. 800 X 600). Click the “Apply” button when finished – you may need to restart your computer for the changes to take effect.

How do I enlarge or reduce the overall view of your website?
To zoom in on a web page, hold down the “CTRL” key and press the “+” key at the same time. To zoom out, hold down the “CTRL” and press the “-” key at the same time.

Alternatively, look on your browser’s toolbar near the top right of your browser window, and choose the drop-down option “Page”. Then select “Zoom” and choose a percentage higher or lower than your current setting (as low as 50% and as high as 400%). The default is usually set at 100%.

You may also adjust your page zoom settings on the information bar on the lower-right corner of your browser (featuring a small icon of a "+" inside of a magnifying glass beside your current zoom setting, and a drop-down arrow to "Change Zoom Level").

Why is your website optimized for the Internet Explorer (IE) web browser?
According to our website traffic statistics, over 75% of visitors access hydroone.com using a version of Microsoft’s IE web browser (predominantly, version 6 or higher). The non-encrypted (http) sections of our website are maintained using the Microsoft Office Sharepoint Content Management System, which is also most compatible with their IE browser.

Will I be able to access the website using a different browser, such as Safari (MAC), Firefox, Google Chrome, Opera or Mozilla?
Yes, our website should function normally and be viewable using other web browsers. If you encounter a page or link that is not accessible using a different web browser, please contact webmaster@hydroone.com with a description of the technical difficulties you are experiencing, and if possible, the specific link of the page or broken link in question.

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