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Putting our customers first and working together to provide support and relief when they need it most.


Frank is the sole income earner at home where he and Jennifer are raising three children. After some job transitions, the couple started to fall behind on their bills.

Pravin, a customer experience representative, reached out to the family to develop a customized plan that would get them back on track. An essential part of this was listening to Frank and Jennifer to learn about and understand their needs.

This has been a huge weight lifted off of our shoulders,” said Jennifer. “Again, our sincere thanks for your help.”

We understand that our customers have different needs and resources. By working together, we are able to develop plans and enrol customers in the right programs that fit their needs and provide real support.

The commitment to putting our customers first and reviewing policies that directly affect them over the last year gives relief to our customers, which continues with our Winter Relief Program.

Hydro One was the first electricity utility in Ontario to proactively reconnect customers before the winter months through this program, which was a step further to our winter moratorium that has been in place for more than 20 years.

Customers who are experiencing difficulty paying their bill or who have questions about the Winter Relief Program are encouraged to contact Hydro One at 1-888-664-9376


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