A letter from Mark Poweska
President and CEO of Hydro One Limited

Hi everyone,

As the global COVID-19 pandemic continues to rapidly evolve, I wanted to share details about how our team is maintaining continuity for our customers and ensuring our team members remain safe and healthy during this critical time.

Now and always, the health and safety of our customers, team members and the communities we serve remain our top priority.

As an essential service, we recognize the critical role we have in powering families, businesses, communities and the infrastructure needed to fight this pandemic. Ensuring every customer remains connected today is more important than ever before.

First and foremost, there is no need for you to worry about your power. To ensure everyone’s safety and the reliable delivery of power, we are concentrating our efforts on completing the work necessary to ensure an uninterrupted supply of power for every Ontarian.

We are prepared for this and in order to support those most in need, we are putting additional practices into place to ensure that every hospital, health care facility, first responder and all other critical services across Ontario remain connected.

We have also heard concerns from customers experiencing hardship. We recognize that this is a difficult time for everyone and we want our customers to know that we’re here to support them. We have additional relief programs in place to assist customers through increased payment flexibility, payment programs and financial assistance. Plus we have also extended our Winter Relief program so we can commit that no customer will have power disconnected during this time.

In addition to this, the Ontario government is offering additional relief to customers. For the next 45 days, customers will automatically pay a flat rate of 10.1 cents per kWh. This is expected to reduce the monthly bill of a typical residential customer by about 15% during this period. This change does not require customers to take any action. More details are available at HydroOne.com/RateRelief.

We hope these added measures provide our customers peace of mind so you can concentrate on what matters most — keeping your loved ones safe.

All of us will face uncertainty and new challenges over the coming days. But you have our commitment that we will do everything in our power to ensure that you have the power you need to keep yourselves and your families safe.

As we have more important updates to share we will continue to communicate using our website and email as a direct channel to provide you with the most relevant information.

While it won't be business as usual for a while, we commit that you will be able to count on us. Our teams across the province will continue working hard, despite the circumstances to live up to that commitment.

For now, I’ll leave you with a few final thoughts:

  1. We are prepared for this situation, have implemented additional practices and have strong contingency plans in place to ensure we keep the power on for every customer.

  2. We are going to make sure our critical infrastructure stays up and running to serve your community.

  3. Safety is one of our core values and it will continue to be the top priority for us as we respond to the changing circumstances.

  4. Please be patient with our team as we do our best to help as many customers as we can through our Contact Centres and out in the field.

Our thoughts are with those who have been seriously impacted by COVID-19 and we are deeply grateful to the public health organizations, health care workers on the frontline and all of those working during this challenging time.

On behalf of all of us at Hydro One, we’re here for you.

Keep safe,

Mark Poweska
President and CEO
Hydro One Limited