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With the winter season and lower temperatures on the way, Hydro One has once again committed to providing support and relief to customers when they need it most.


Launched in December 2016, the Winter Relief Program reconnects customers that have fallen behind on their accounts before the winter months.

By working directly with our customers on achievable payment arrangements and connecting them with low income support programs, we have been able to get our customers connected and keep them connected.
— Mayo Schmidt, President and CEO, Hydro One


Since launching the program, almost half of our customers still have their accounts in good standing. 


As part of the program, Hydro One will work directly with each disconnected customer to reconnect them free of charge and develop a payment plan to get them back on track. To help people struggling to pay their bills, we will also enrol customers into assistance programs, such as the Low-Income Energy Assistance Program, Ontario Electricity Support Program, Home Assistance Program and the Affordability Fund.


Hydro One was the first electricity utility in Ontario to proactively reconnect customers through such a program, which was a step further to our winter moratorium that has been in place for more than 20 years.  These policy changes are part of our commitment to listen and respond to our customers' needs. It's also the right thing to do for customers experiencing hardship.


Now, these initiatives will be rolled out by all utilities across the province thanks to the Ontario Energy Board's recent announcement that residential customers must be reconnected from November 15 until April 30 of the following year.


Hydro One, together with Alectra and Toronto Hydro serve nearly 75 per cent of the province's electricity customers and stand behind the Ontario Energy Board's new direction. 


"Hydro One along with our industry counterparts are committed to continuing to finding ways to provide support and relief to customers," said Schmidt.  


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