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Helping customers and keeping
communities safe

We have an important responsibility to keep our customers, employees and communities safe

Supporting our customers during COVID-19

As the global COVID-19 pandemic continues to evolve, we want our customers to know that we’re here to support them. We are pleased to provide our customers with a number of relief measures so they can concentrate on what matters most — keeping their loved ones safe.

Pandemic Relief Fund

On March 13, 2020 we announced a Pandemic Relief Fund to assist customers affected by the COVID-19. As part of our commitment to customers, we will offer financial assistance as well as increased payment flexibility to customers experiencing hardship. The fund is designed to support customers impacted by these events and those that may experience further impacts.

Late Fee Suspension

Hydro One will also be temporarily suspending late payment fees for all customers until May 7, 2020, in line with the Ontario government’s recently announced rate relief measures.

Security Deposit Refund

On March 27, 2020, we announced we will also be returning about $5 million in security deposits, collected from newly connected customers, to over 4,000 eligible commercial businesses customers across the province, at a time when they need it most.

Winter Relief

Hydro One’s Winter Relief program is also being extended, so we can commit that no customer will have their power disconnected during this difficult time.

If you are concerned about paying your bill, are experiencing hardship or have been financially impacted by the pandemic, we want to help you. Call us to discuss the fund and see what options are available for you.

Customer Contact Centre Hours

Call us at 1-888-664-9376

Monday to Friday from 7:30 a.m. to 8:00 p.m.

Saturdays from 9:00 a.m. to 3:00 p.m.

Additional Resources

Rate relief

Learn more

Financial assistance programs

Learn more