Security deposits are collected to secure payment of future charges. Security deposits will be collected when a business customer initially applies for service. Security deposits are also collected from our business customers if they fail to maintain a good payment history.
You are considered to have a good payment history if all of the following conditions are met:
No more than one disconnection notice has been issued
No more than one cheque or AutoPay has been returned for non-sufficient funds (NSF)
No collection or disconnection trip has occurred.
Business customers must show good payment history for a period of one year. We encourage you to maintain a good payment history to avoid having to pay a security deposit.
We review all security deposits annually to determine whether the deposit should be:
Once you have established good payment history, all or part of the security deposit will be returned with interest. Interest earned will be credited to your account on a monthly basis or upon return of all or any part of the security deposit or the closing of the account, whichever comes first. Learn more about our Security Deposit Policy.
Accuracy of information
You have an obligation to provide us with information that is true, complete and correct. The information is used to provide customer service, deliver and/or supply electricity and manage customer accounts. We may verify the accuracy of all information provided. We reserve the right to disconnect service to your property if we're unable to establish your identity.
We have an implied contract with every customer connected to our distribution system. The terms of the implied contract are embedded in our Conditions of Service, our Distribution Licence, our Rate Schedules, the Ontario Energy Board Distribution Rate Handbook, the Distribution System Code, the Standard Supply Service Code and the Retail Settlement Code, all as amended from time-to-time.
Any implied contract for the supply of electricity will be binding upon the heirs, administrators, executors, successors and assigns of the person(s) who took or used electricity supplied by us.
For account management purposes, we may consolidate the accounts of customers with multiple services, including services at multiple locations or premises, and treat these as a single account.
Rates and charges
Our Delivery rates include variable and fixed distribution charges, as well as transmission delivery charges. These charges vary according to your rate classification. You can find your rate classification or service type on page two of your Hydro One bill.
In addition to Delivery charges, we also collect charges on behalf of other parties, which are passed through to you. These include Electricity, Regulatory Charges, the Debt Retirement Charge (if applicable), the Global Adjustment (if applicable) and HST.
If you're enrolled with a retailer, you'll be billed at your contracted rate for electricity. Otherwise, you'll be billed the Regulated Price Plan (RPP) Time-of-Use (TOU) prices for electricity. Or if we haven't switched you to TOU pricing, you'll be billed the RPP tiered prices for electricity.
If you don't qualify for RPP electricity prices, you'll be billed in accordance with applicable regulations outlined in the Ontario Energy Board Act, 1998. Certain rates and charges apply from the date you become responsible for the service, even if you don't actually begin using electricity at that time. For current information about the approved rates and charges that apply to your rate classification, visit our website or contact us.
You may pay your bills:
By cheque or money order with the remittance stub portion of the bill, to Hydro One Networks Inc. at the address on the stub
In person at most Canadian financial institutions
By automated banking machines, telephone banking or Internet bill payment offered by your financial institution
By credit card (service fee will be applied by Paymentus Corporation).
Or by MoneyGram or Western Union.
All payments must be in Canadian dollars. Please allow up to five business days for processing.
We also offer a budget billing plan to most of our customers to help smooth electricity costs over the year. Periodic adjustments may be made to the monthly budget bill amount due to rate or usage changes.
Bill issuance and payment
As directed by the Ontario Energy Board (OEB), the date on which the bill is considered issued to a customer will be determined to be three days after it was printed if sent by mail, or, on the date on which an email was sent over the Internet. To incorporate these required time periods, customers now have 20 days from the date the bill is printed to make payment by the required payment date.
Day 0 = Bill print date
Days 1-3 = 3 days for mailing
Days 4-20 = 17 days for payment period
Total = 20 days (Required Payment Date)
In addition to the bill issue and payment period, the OEB has directed when a customer payment is deemed to be received by Hydro One:
Three days before it is received by Hydro One, if sent by mail
On the date when the payment is acknowledged by a bank, or
When the credit card payment is accepted by the financial institution.
These timelines will be the same for all customers, no matter their method of billing or payment. Any payment made after 5 p.m. is still effective on the day the payment is made.
Late payment charges
Bills are due on the billing date. A late payment charge is applied and shall be paid if payment is not received by the required payment date, which is 20 days after the billing date. When a required payment date is a weekend or holiday, the payment will be required on the next business day.
If payment is not received by the required payment date, a late payment charge of 1.5 per cent, compounded monthly (19.56 per cent per year) 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 before the required payment date, the late payment charge will apply only to the amount still outstanding. Late payment charges will be added to your next bill.
Customers who are on AutoPay will have their payment amount automatically withdrawn from their bank account on the 20th day after the billing date. The withdrawal date and amount is indicated on each bill.
Non-payment of your electricity bill may lead to disconnection. Our first choice is to work with you to keep your account in good standing. If you're experiencing financial difficulties, let us know — we'll do our best to work out an arrears payment agreement.
We have the right to transfer arrears from one account in a customer's name to any other account in the same customer's name, irrespective of rate classification or whether either account is in the name of another person or other persons in addition to the customer.
In order for a RPP eligible customer to opt out of TOU pricing and instead opt for Spot pricing, the customer must have an interval meter capable of providing data on at least an hourly basis. The customer is responsible for all incremental costs associated with the meter installation and must inform us in writing of his or her decision to opt for Spot pricing.
Disconnection and reconnection
We reserve the right to physically disconnect or limit the amount of electricity that you can use for a number of reasons, including the following:
If you default on any of your obligations under our Conditions of Service, including non-payment of your electricity bill
If we have reason to believe that our assets have been tampered with at your address
If there is a threat to personal safety or to the reliability of any part of the distribution system
If we're unable to perform meter reading, planned inspections, maintenance, repairs or replacement of a meter
If you move into an existing property and use electricity but don't notify us to take responsibility for the account
If you have wilfully and intentionally avoided bill payment of outstanding charges by applying or re-applying for a new account under a different account holder name
By order of the Electrical Safety Authority (ESA).
Please note that some of our meters have the functionality to be remotely operated and be disconnected or reconnected without an in-person visit to your property.
Reconnection or restoration of electricity service will occur only after the reason for disconnection or limitation is remedied. We're not liable for any damage related to the disconnection or limitation.
If the service has been disconnected for a period of six months or longer, or for other safety-related reasons, the ESA must inspect and provide us with authorization for connection before we can reconnect the service. It's your responsibility to arrange and pay for the inspection, including remediation of any deficiencies identified by the ESA.
Collection charges will apply if we collect payment for an overdue account on-site, if we disconnect service, if we install a load limiter or if we reconnect your service. Charges will be applied to your account and are due on your next bill.