You have questions. We have answers. Take a look at our Frequently Asked Questions to find the answers you need to the questions everyone has.

How do I open an electricity account with Hydro?
To open an account and begin service, email us or call 1-888-737-1296.

How much advance notice is required to close or transfer an account?
We require a minimum of 48 hours’ notice (excluding weekends or holidays) to transfer your account. Ten days’ written notice is required for a permanent disconnection.

How do I cancel service at my old address and start service at my new address?
If you are moving within our service area, we can automatically transfer your account. Simply email us or call 1-888-737-1296 for more information.

Are there any fees for opening an account?
Yes. We charge an administrative fee of $8 (plus HST) if you are moving or opening a new account.

Do I have to pay a deposit?
Generally, no. Some commercial customers, however, may be asked to provide a security deposit.

Do you take a final reading of my meter?
If you are moving or cancelling your service, one of our meter readers will take a final reading. If it’s not possible for the meter reader to do so, the final reading will be estimated based on the previous reading.

I rely on electricity for essential medical equipment. Can I get notified about planned outages in advance?
Yes. Our Critical Customer Notification Program gives customers who rely on electricity service for essential medical equipment the advance notice you need to stay informed and prepared. Learn more here, or call us at 1-888- 737-1296 sign up.

How can I save energy?
If you’re interested in learning about simple ways to conserve energy in your home or business, check out our takeCHARGE website.

Why is my amount due higher than normal?
Here are a few reasons why your bill could be higher than expected, and what you can do about it:

  • Longer than usual billing period. It could be that your electricity consumption is the same as usual, but that your billing period is longer. Compare your most recent bill with past bills. The meter reading information in the top portion of your bill shows the number of days in the billing period. Compare the number of days on each bill to see the period of time it covers.
  • Weather. Generally, electricity usage increases during the cold and shorter days of the long winter season, as well as on hot summer days if you’re using air conditioners or fans. Consider switching to our Equal Payment Plan to even out the fluctuations caused by seasonal bills.
  • Hot water tank. If your hot water tank is located in a cold room, it might be turning on more often than necessary to keep the water hot.
  • Increased household use. If you have a new baby, tenants, or house guests, you can expect higher electricity use due to the extra activity that each person adds to lighting, heating, water, and appliance use.
  • Lifestyle changes. Have there been any changes to your daily routine? Are you keeping the house warmer than usual? Are you home more often? Do you have teenagers who take long showers? These are just a few examples of lifestyle changes that contribute to higher energy consumption.
  • Home renovations or additions. You could end up using more electricity to heat and run your home during renovations. Also, if you’ve increased the size of your home, you’re now required to heat and light a larger space.
  • Extra appliance use. Have you added any new appliances, or are you using some appliances more than usual? Appliances and waterbed heaters often run 24 hours a day. Remember to turn off computers at night and try reducing the temperature of your waterbed.

What is an easement and why are they required?
An easement (or right-of-way) is an agreement that gives an individual, company, or municipality the right to use a landowner’s property. Find out more in our Easements and Right-of-Way brochure.