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As part of our commitment to provide you with safe and reliable electricity service, we've clearly outlined the best way for us to do business together. Please take a few minutes to read the Conditions of Service updates, or refer to our full Conditions of Service document. We have also included a Conditions of Service summary which you can read below.
Protecting your privacy and the confidentiality of your personal
information has always been an important aspect of the way we do business.
We collect information about our customers, including personal information
from our customers directly and from other sources, for example, credit
We collect your information to:
In some cases, your information will be shared with third-party service
providers who perform services on our behalf. These service providers are
given only the information necessary to perform those services that we have
contracted them to provide.
Additionally, they're prohibited from selling, storing, analyzing or using
that information for purposes other than the services they have been
contracted to provide. In the event a service provider is located outside
of Canada, the service provider is bound by the laws of the jurisdiction in
which the service provider is located.
We don't sell or trade your information. We don't use or disclose your
information for purposes other than those for which it was collected,
except with your consent or in accordance with applicable laws. In order to
measure our performance and develop service improvements for you, we may
conduct surveys. If you don't want your information used for surveys,
contact us and we'll withhold it.
You may request that we not collect or use your personal information.
However, doing so may affect our ability to deliver electricity to you.
We'll advise you if this is the case. Learn more about our
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:
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
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
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
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.
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 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
visit our website
or contact us.
You may pay your bills:
All payments must be in Canadian dollars. Please allow up to five business
days for processing.
We also offer a
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.
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 23 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 4-23 =
20 days for payment period
23 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:
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.
Bills are due on the billing date. A late payment charge is applied and
shall be paid if payment is not received within 23 days after the bill
issue 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 are 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.
We reserve the right to physically disconnect or limit the amount of
electricity that you can use for a number of reasons, including the
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
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.
To read the meter or inspect and repair our equipment, we need access to your property and may need to enter the premises, so please keep the path to the electricity meter clear. Providing us with access to the meter is your responsibility. If accessing the meter is an ongoing issue, we may require the meter to be relocated at your expense.
You're responsible for all tree trimming and tree and brush removal for the overhead power lines on your property that serve only your home or business. According to the Ontario Electrical Safety Code, clearances between trees and power lines must be one metre for secondary lines and four metres for primary lines.
A copy of the Ontario Electrical Safety Code may be obtained from the Electrical Safety Authority.
We'll locate and mark the location of all of our
, if able, without charge as long as you have provided all relevant
information, including the location of where the work will take place, the
expected time when the work will begin and the scope and nature of the
work. Please help our cable locators by outlining with white paint or white
flags where the excavation is to occur. To request an
underground cable locate
, call Ontario One Call at 1-800-400-2255 or submit an
. Ontario One Call is open 24 hours a day, seven days a week. Requests for
cable locates should be made as early as possible, at least five business
days' in advance. Unless it's an emergency, there will be a charge for
locating underground cables after normal business hours.
If we’re unable to locate your cable, which is connected to our distribution system, we’ll disconnect and then reconnect your electricity service during normal business hours without charge. Cables owned by other parties won't be located by us. You should contact Ontario One Call or call the owners of these cables directly.
Unless stated otherwise in the full Conditions of Service document, power
lines, poles and other equipment located on your property supplying only
your home or business are owned by you.
Any maintenance and installation requirements for customer-owned equipment
including the meter base are your responsibility. For your safety, remember
that this work must be inspected by the
Electrical Safety Authority
. You must comply with all applicable laws, including (but not limited to)
the Ontario Electrical Safety Code, and you must ensure that your equipment
is properly identified and connected for metering and operation purposes,
and that you inspect your equipment at regular intervals.
You must take all necessary steps to correct any deficiencies to your
electrical equipment as requested by us or the ESA. If you don't complete
the work in a timely manner, we have the right to disconnect your
We’ll temporarily disconnect and reconnect your service once a year during
normal business hours, so you can upgrade or maintain your electrical
equipment, including trimming trees. Please give us at least 10 days’
advance notice so we can schedule the work.
We will repair or replace, at our expense, any of our equipment on your
property that fails due to ordinary wear and tear. For any other damage,
you are responsible for paying us the value of our equipment or the cost to
repair or replace the equipment. In some cases, alterations may be
necessary to your structures, pavement, landscaping, etc., to enable us to
access and repair equipment. We always attempt to minimize this disruption,
but we cannot guarantee or assume the costs of returning your property to
its original state.
You must not build, plant, place or maintain any structure, tree, shrub,
landscaping or other obstruction that could:
If you do not remove the item, we may disconnect your supply of electricity
and/or carry out the removal of the obstruction at your expense. In the
event this occurs, we are not liable for any damages other than physical
damage arising directly from entry to your property.
From time to time, events beyond our control can cause power interruptions
or voltage irregularities. Therefore, we cannot guarantee a continuous or
constant supply of power and will not be liable for any damages caused by a
lack of power, or a power outage or surge unless those damages are caused
by our negligence or wilful misconduct, in which case we will be liable for
direct damages but not for other types of damages, such as indirect or
consequential damages or business losses. Also, planned interruptions to
your electricity service do occur. While we try to provide you with advance
notice of such interruptions, we may be unable to do so; and in such
situations, the interruptions will proceed as planned. We are not liable
for any damages caused by such planned outages.
When a tenant contacts us to take responsibility for service, our contract
is with the tenant. Therefore, when the tenant advises us that he or she
will no longer accept responsibility as of a specific date, it's our
obligation to adhere to the date we have been given, despite any lease or
verbal agreement between the landlord and tenant. If a tenant advises us
that he or she is no longer responsible for the account, a final bill will
At that time, the services will be set up in the landlord's/owner’s name,
only if the landlord/owner agrees to automatically assume responsibility
for paying for continued service after the closure of a tenant’s account.
If a new account is set up in the landlord's/owner’s name, a new account
setup charge may apply; and even though the property may be vacant, monthly
service charges and electricity used will be billed.
If the landlord/owner refuses responsibility for continued service and a
new tenant hasn’t assumed responsibility for the account, we may disconnect
and remove our delivery equipment from the property. Likewise for new
connections, if a person hasn't completed the account set up process and
assumed responsibility for electricity service charges, we reserve the
right to disconnect and remove our delivery equipment from the property.
Any person who wishes to connect a Generation or an Energy Storage Facility
is responsible for all costs associated with connecting the facility,
regardless of whether the facility is connected to our distribution system
or behind a customer’s meter. If you're considering connecting a generator
or an energy storage facility, please visit our
for information, technical requirements and application forms.
If you have feedback or a complaint, please call our Customer
Communications Centre at 1-888-664-9376. We have an
established internal resolution process that will be followed to resolve
any concerns. If for any reasons we can't resolve your issue, you may raise
it with the
Ontario Energy Board