Customer Action Form (CAF)

What to do if you receive a CAF.

If you've received a service repair notice from Toronto Hydro, commonly referred to as a Customer Action Form (CAF), it means that we’ve identified a deficiency on your property that requires immediate repair or replacement. Since this is a deficiency on customer-owned equipment, infrastructure or property, the property owner or property manager is responsible for completing the repairs.

Home Owners

Why it's important to make repairs to equipment you own

Customers are responsible for the electrical equipment and assets that they own. This includes the responsibility to repair or replace equipment when necessary. These repairs are necessary to maintain the safety and reliability of your electrical equipment and ours. Proper upkeep helps us all avoid potential disruptions to the electrical grid.

Equipment ownership

Overhead service component ownership
Component Owner
Service stack Customer
Clevis Customer
Meter base Customer
Service wire Toronto Hydro
Meter Toronto Hydro

Underground service component ownership
Component Owner
Meter base Customer
Conduit Customer
Meter Toronto Hydro
Cable Toronto Hydro

What you need to do after receiving a CAF

Please take the following steps after you receive a CAF:

  1. Refer to your Customer Action Form.

    The form lists all of the repairs that need to be made.

  2. Find a licensed contractor.

    All repairs must be made by a licensed electrician. Toronto Hydro is not authorized to repair customer-owned equipment

  3. Request power disconnection.

    You must have your power temporarily disconnected before your licensed electrical contractor can make repairs. Only an authorized Toronto Hydro employee or a qualified Toronto Hydro contractor working on behalf of Toronto Hydro can disconnect or reconnect services. This includes any disconnection at the meter.

    Call us at 416-542-8000 to make arrangements.

  4. Have the repairs completed.

    Have a licensed electrician complete all necessary repairs on your behalf.

  5. Schedule an inspection.

    Once repairs have been made, you or your contractor must contact the Electrical Safety Authority (ESA) to schedule an inspection.

  6. Request power reconnection.

    Once the ESA inspects the work and authorizes the reconnection, Toronto Hydro can reconnect your power. Call us at 416-542-8000 to make arrangements.

Customers on partial power

If Toronto Hydro crews have made emergency repairs, your home may be operating on partial or limited power. As a result, large appliances such as washers/dryers, dishwashers and stoves will not work.

You may also be required to further reduce power consumption until permanent repairs have been made. You can do this by plugging in only one appliance at a time (this includes small appliances such as toasters, kettles, microwaves and blenders). Plugging in more than one appliance at a time can cause overheating and increase the potential for a fire hazard.

Closing out the CAF

Once Toronto Hydro has received the ESA reconnection authorization and restored your power, your CAF will be marked as complete and the file will be closed.

If you have corrected the defect and disconnect/reconnect was not required, please email a photo of the completed work to customeractionform@torontohydro.com. Once reviewed for completion, your CAF will be marked as complete.

If a customer does not correct the deficiencies within a reasonable time, or if the repairs are not considered adequate by Toronto Hydro or an inspection authority, Toronto Hydro may disconnect power or correct the deficiencies at the customer’s expense.

Conditions of Service

Questions about our operating practices? Our Conditions of Service outlines our connection policies and the types of services we provide to our customers.

Read our Conditions of Service

Vault Owners

Why it's important to make repairs to your vault

Customers who own the transformer vault located on their property are responsible for inspecting, maintaining, repairing and replacing their vault. This work is important for maintaining the safety and reliability of the structure that houses important electrical equipment. It also helps avoid potential disruptions to the electrical grid.

What you need to do after receiving a CAF

  1. Refer to your Customer Action Form

    The form will list the repairs that need to be made.

  2. Find an approved contractor to complete the repairs

    As a vault owner, arrangements must be made with an appropriate contractor to correct any identified deficiencies:

    • For major civil and/or structural work, a Toronto Hydro-approved civil contractor must be retained
    • For major electrical work, a Toronto Hydro-approved electrical contractor must be retained
    • For more minor repairs (e.g. vault fire door repair/replacement; heat/smoke detector installation; ventilation repairs; electrical grounding; low-voltage power supply to a GFI or lighting within the vault, etc.), the contractor does not need to be a Toronto Hydro approved contractor

  3. Request vault access before starting any work

    To make repairs or perform general maintenance, you must request vault access directly from Toronto Hydro (charges may apply). You can request access through our vault access online form or by emailing scheduler@torontohydro.com.

  4. Contact Toronto Hydro once repairs are completed

    Once the work has been completed, please notify us by emailing customeractionform@torontohydro.com

    If the customer does not correct the deficiencies within a reasonable time, or if the repairs are not considered adequate by Toronto Hydro or an inspection authority, Toronto Hydro may disconnect power or correct the deficiencies at the customer’s expense.

Please note: If your vault requires an isolation or full disconnection from Toronto Hydro’s system to facilitate a repair, you need to book this through an approved electrical contractor who will make arrangements on your behalf for isolation and access to the vault.