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Understand My Bill
Instructions: Click on any grey highlighted portion of the sample Retail Energy Contract bill pages for more details about that specific section or line item. Switch between Page 1 and Page 2 of the sample bill using the underlined links below.
Your 12-digit account number is located in the top right hand corner on your statement.
You’ll need to
use this number when making payments, when you contact us for customer service or to
If you move to another property serviced by us, you’ll continue to use the same account
This is the date your statement was issued. You have 19 days to pay your statement before
payment charges on outstanding balances.
This indicates the start and end date for your electricity usage captured for billing
purposes. You can
tell the length of your billing period by reviewing the number of days shown in brackets
“current month” in the “What does my electricity usage look like?” graph.
Please pay the total amount owing, which includes the current statement amount plus any
balance from previous statements. Please turn over your statement for a summary of how
This shows how much electricity you have used in kilowatt-hours (kWh) over the billing
period. To see
your current and previous meter readings, along with the dates obtained, please turn
statement. This information is displayed below your itemized charges.
Please pay your statement by the due date to avoid any late payment charges. Click here to find the easy ways you
can pay your
If you’ve signed up for AutoPay (Pre-Authorized Payments) it will show the date your
withdrawn from your bank account.
This graph shows how much electricity you’ve used for the current billing period and
it to your
previous billing period and the same period last year. To help you understand any
usage, we’ve included the number of days for each period shown.
To find more details about your electricity usage, please log in to myAccount to access
you’re a first time user, you’ll need a copy of your electricity statement to register.
logged on to myAccount, select “My Energy Usage” to see how much electricity you’ve used
daily or monthly basis. You can also compare your statements and use the “Predict my
estimate the amount of your next statement.
Remember to check this section for important information that might affect your
Ontario Support Bill Message
For customers who receive the Ontario Electricity Rebate and support from one or more of
provincial support programs will receive this bill message:
Ontario Electricity Support Program
Rural or Remote Electricity Rate Protection program
Distribution Rate Protection program
First Nations Delivery Credit.
This bill message will include an amount representing the sum of the provincial support
provided to the
We’ve included convenient ways you can connect with us. Our customer service
are ready to
answer questions about your statement, electricity service or anything else related to
you might like to discuss.
Please detach and return this slip if you’re paying by mail or when making payment at a
Please note if you have a credit on your account that’s equal to or greater than your
charges, or if you’re using our AutoPay (Pre-Authorized Payments), the total amount due
and you’ll only see your mailing address on this slip.
This section shows if you have any amount owing (or a credit) from your past statements
(credits, late payment charges, account set up fees, etc.) as well as the total amount
electricity charges for this billing period.
This shows the property that’s being billed.
If you’ve enrolled with an electricity retailer, this is the number you should use when
When assigning your service type (also known as rate class), we consider the nature and
electricity service, as well as the number of other customers connected to the
more customers there are in your area, the lower the cost to serve you. Knowing your
help you identify which delivery rates apply to you. There are three different service
for year-round residential customers, which are
density: Urban High, Medium Density and Low Density. The residential seasonal service
is defined as
any residential service not meeting the year-round criteria. It includes dwellings such
chalets and camps. To learn more, please visit our service types webpage.
We break down your electricity charges by line item and provide an explanation for each.
Next to the Electricity line is a breakdown of your energy use. This sample statement shows a customer who has enrolled with an electricity retailer. If you have signed an energy contract, you will pay the price in the contract, which isn’t regulated by the Ontario Energy Board. In addition, you have to pay your share of the Global Adjustment on top of the contract price.
At a glance, you can see how much electricity you have used at your contract price, as well as the amount you have been charged for the Global Adjustment. In addition to electricity usage, the name, website and phone number for your electricity retailer is provided for easy reference.
If you choose to buy your electricity from an electricity retailer, your contracted price for electricity will be displayed under the Electricity line. Not all retail contracts are the same, as most offer a fixed price over a period of time.
Remember, the contract you sign only covers the electricity cost. Delivery charges, global adjustment charges, and regulatory charges will still apply and you will see these line items on your bill.
Most generating companies get a guaranteed price for the electricity that they produce. The Global Adjustment is the difference between that guaranteed price and the money the generators earn in the wholesale marketplace. The Global Adjustment also covers the costs of some conservation programs.
All customers have to pay a share of the Global Adjustment. Customers who pay Time-of-Use and Tiered electricity rates already include an estimate of the Global Adjustment. Visit the Independent Electricity System Operator (IESO) website for more information on the Global Adjustment.
Click here for programs to help you save energy and lower your bill. We also offer guides to help you save electricity.
This is the cost of ensuring you have reliable power when you need it. Hydro One collects this money to build, maintain and
electricity infrastructure, which includes power lines, steel towers and wood
over 960,000 sq. km. A portion of this cost is fixed and a portion varies depending on
Click here to see your delivery rates.
Find your service type (also
known as rate class) on your statement to determine your residential delivery rates.
Watch this video to learn about our
The Independent Electricity System Operator (IESO)
to manage electricity supply and demand in the province, which is necessary to ensure
enough electricity to meet Ontario’s needs all the times.
HST (Harmonized Sales Tax) is 13 per cent.
The Ontario Electricity Rebate reduces the pre-tax amount of the bill by 19.3%, effective
The rebate is calculated on the base amount of the bill prior to applying HST. The base
the Electricity charge, Delivery charge, and Regulatory charges. It excludes any other
charges that may
appear on bills such as late payment charges or disconnection charges.
If your first bill issued after November 1, 2023 includes any usage in September or
will be pro-rated based on the number of days of usage pre-November at 11.7% and the
of days of
usage on and after November 1, 2023 at 19.3%.
This section is displayed if you have any credits or charges, such as a late payment
up charge, etc.
Your meter number is the number shown on your electricity meter. Your meter may be
wall, inside your home or mounted on a pole. If you live in an apartment or condominium,
your meter is
probably centrally located with the meters of other units.
Your meter reading period indicates the start and end date of when your electricity usage
kilowatt-hours (kWh) was captured for billing purposes. If your meter reading is
it will show
“Estimate” next to your readings. If there is no “Estimate” shown, your readings are
on an actual
Your usage in kWh represents your total consumption during your meter reading period.
This infographic shows that we are responsible for delivering electricity safely and
home. We don’t generate electricity or set rates.
Remember to check this section for other important messages from us. Here we’ll share
regulatory messages, promotions and new solutions to help serve our customers
In addition to Time-of-Use, Tiered or Ultra-Low Overnight pricing, some customers choose to buy their electricity from an electricity retailer.
To confirm if you're billed by an electricity retailer, look at page two of your bill. It will show the chart “What is my electricity breakdown?” that shows your usage along with your contracted rate. Next to the chart is the name of the retailer and their phone number.
If you have signed a contract with an electricity retailer, you pay the contracted price per kWh for the electricity you use. Your contract with the electricity retailer only affects the "Electricity" line of your bill. This price is determined by the electricity retailer and is not regulated by the Ontario Energy Board. Usually the price is fixed for a number of years, but it may change during the term of the contract.
If you choose to sign with an electricity retailer or pay the spot market pricing, Hydro One will continue to bill you for "Delivery", "Regulatory", "Global Adjustment" and other applicable taxes and charges.
An electricity retailer may offer to bill you for all of your electricity charges directly or they may contract Hydro One to continue to bill you on their behalf for the contract price and term you signed with that retailer.
If you choose to sign with an electricity retailer or you pay the spot market price for electricity, you will be billed for the Global Adjustment.
It can be a credit or a charge, and is your share of the difference between government regulated and contract prices for electricity paid to certain generators and the market prices they would have received had they not been subject to government regulation or contracts.
If you buy from an electricity retailer, the Global Adjustment is not included in the contract price offered by the retailer, so on your bill it is shown as a separate item. By law, the Global Adjustment applies to you and cannot be transferred to an electricity retailer or any other party.
The Delivery line on your bill is the part of the bill that we are responsible for. Although we bill you for the other line items on your bill, the money collected from your bill goes to several different corporations, regulators and independent generators that make up Ontario’s deregulated electricity market. Visit our Delivery Rates page for full details.
Metered usage in kilowatt-hours is the amount of electricity you used in kilowatt-hours (kWh). It is calculated by taking the difference in meter readings and multiplied, if applicable, by the multiplier indicated on your meter.
Adjusted usage in kilowatt-hours is the amount of electricity you used in kWh adjusted to cover the line losses in the electricity system that are not measured by your meter. When electricity is transmitted over long distances and passes through wires and transformers, it’s normal for a small amount of power to be used or lost as heat. For example, if we deliver 1,000 kWh to you, we must purchase a small amount more than what you use. To determine the amount of electricity we need to buy for you, we use a calculation called an “adjustment factor.” The adjustment factor is approved by the Ontario Energy Board and varies according to your service type.