To help serve you better, we’ve put together our top customer questions, broken down by category.
Frequently asked questions
Get quick answers to your questions.
Paying your bill
You can pay your bill in person at your bank or use the online bill payment options offered by most financial institutions.
You can also pay by:
- Pre-Authorized Debit
- Equal Payment Plan
To learn more about these payment options, visit our ways to pay page.
Note: We don’t accept credit card payments unless you've received a disconnection notice or have been disconnected.
You can download free copies of your bill by using our self-serve portal.
Don’t have an online account? Register for access to our self-serve portal.
You can also contact us directly to request a duplicate bill by mail. There’s a $25 service charge for this type of request.
Once PAD is applied to your account, it takes effect on your next bill. All future bills will be paid automatically on the bill due date. You'll know PAD is in effect because, at the bottom of the bill, "Amount to be Withdrawn" and the withdrawal date will appear next to the amount due.
Note: PAD won't be applied to a bill that has already been sent to you. You can pay any current bills through one of our other payment options.
Managing your bill
There are many reasons that can contribute to an increase in your monthly bill compared to other months. Some of the most common reasons are heating in the winter and cooling in the summer.
If you're a customer on Time-of-Use or Ultra-Low Overnight pricing, your bill may also be higher depending on what time of day you run high-powered appliances.
There are a number of programs available to help you manage your electricity costs. To learn more about these programs and see if you qualify, visit our financial assistance page.
You can change your price plan online using our self-serve portal. Eligible customers on the Regulated Price Plan (RPP) can choose between Time-of-Use (TOU), Ultra-Low Overnight (ULO) and Tiered price plans.
To learn more and see if you're eligible to change your price plan, visit our Customer Choice page.
You can expect to receive your final bill approximately two weeks after your account closing date. Your final bill will include charges up to and including your account closing date.
We can provide a utility reference letter on your behalf and send it directly to your new utility company.
Please email us at firstname.lastname@example.org to make the request. You’ll need to include the following information:
- Name of your new utility and the email address to which we should send the letter
- Your new address
- Your new account number with the utility
Note: Please include “Utility reference letter request” in the email subject line.
You can also phone us at 416-542-8000 to make this request.
The Delivery Charge represents the cost of getting power from generators to your home, and ensuring electricity is available when you need it. This charge includes costs from the transmission company, as well as costs from Toronto Hydro.
Some of the Delivery Charges are fixed at a set amount per month, while others are variable and increase or decrease depending on how much electricity you use. This means if you’re away from your home and your electricity use drops, your Delivery Charges may not decrease as much as you would expect.
The fixed portion of the charges helps cover the cost of the poles, wires and other infrastructure that are available 24/7 to deliver electricity to your home on demand. All of the Delivery Charges are approved by the Ontario Energy Board.
The following list outlines when rate changes typically take place:
- January 1: Changes to the Delivery Charges, which are approved by our regulator, the Ontario Energy Board (OEB)
- November 1: Updates to the Electricity Commodity Rate are made the OEB
- OEB’s discretion: Updates to the Regulatory Charges, which apply to all utilities
To learn more about rates, including recent rate changes, visit our rates page.
The Ontario government introduced the OER to provide eligible consumers with a pre-tax rebate that appears at the bottom of electricity bills. Residential customers under the Regulated Price Plan (RPP) are automatically eligible for and receive the OER.
To learn more, visit our OER page.