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A little extra care, from us to you

Connected with Care


Get in touch with us

Chat Now 1.888.664.9376

We take care in ensuring you’re connected to safe and reliable power for all of life’s moments.

And we’re here to help when you need a little extra care, too.

Whether you need help with installment plans, service requests or programs that provide you with energy savings, our team is ready to connect you with flexible solutions to support your needs.

Meet Dawn

In 2019, Dawn found herself in a difficult situation and struggled to pay the bills. She was behind on her electricity account, so she picked up the phone and called into our contact centre. On the other end of that call was Mohamed, one of our caring team members, who instantly made Dawn feel at ease by listening to her concerns and offering solutions. Shortly after Dawn got back on her feet, she had the opportunity to join the Hydro One team as a customer care representative. Today, Dawn is here to help our customers by providing the same care that she received.

Meet Juan and Zahra

Juan and Zahra are the owners of JC Patissier, a local bakery and café that quickly turned into a community hub. When they moved their business to one of the main streets in Thorold, they were told that the electrical service in the building wasn't adequate enough to power the equipment they needed to run their business. Our local team member Quinn visited the property after Zahra's call to Hydro One, and shortly after they had the updated equipment they needed to open their doors. Today, their cafe is the go-to spot in Thorold to grab a coffee, a treat and meet with friends.

Our Customer Care team is here to help Chat Now

Solutions for you

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Instalment Plans

Need a little more time to pay? If you are having difficulty paying your bill, we are here to help. Your overdue balance will be split into equal monthly instalments to make it more manageable to pay your total amount owing.

Manage Billing
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Low-income Energy Assistance Program

If you're struggling to pay your bill, we may be able to help. The Low-Income Energy Assistance Program (LEAP) pays up to $650 of the amount owing on your bill (and up to $780 if your home is electrically heated) and if you qualify.

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myEnergy Rewards

Get rewarded today for a better tomorrow. Join myEnergy Rewards and get up to $110.

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More options for you

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Budget Billing

We’re helping remove uncertainty by allowing you to pay a more balanced amount on your bill each month. Pay the same amount each month to easily manage your household budget and avoid seasonal spikes.

Manage Billing
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Choose Your Price Plan

Choose to switch from Time-of-Use (TOU) to Tiered or Ultra-Low Overnight (ULO) pricing, or back to any price plan, based on your own needs and lifestyle.

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High Usage Alerts

Sign up to receive alerts in your email inbox, view your usage trends and get estimates of your monthly bill.

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Outage Alerts

Stay safe this winter by getting alerts to help you plan around outages.

Get Alerts
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Paperless Billing

Switch to paperless billing, and get an eBill notification of your bill, along with a reminder three days before. You can also sign up to see your entire bill as a PDF.

Learn More
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Energy Saving Tips

The smallest change can make a big impact. Learn how you can save energy and money.

Start Saving

We’re here to help

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We believe in family first. Customers can call in to learn about financial options that can support them in any stage of their life. I love the feeling of helping our customers


Customer Care

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It’s important to me that I guide customers towards resources that empower them, while taking away any worry they may have had. It makes me smile when we find solutions that work for their lifestyle


Customer Care

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For me, keeping customers connected means they don’t have to worry about being without electricity, even when times get tough


Customer Care

Request a Service

Need to locate underground cables on your property, temporarily disconnect power, or trim trees that pose a hazard? We are here to help.

See Our Services

Let us help you find a solution that’s right for you

Chat Now 1.888.664.9376

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