Shocked by your hydro bill? Here’s what to do!

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Contact Toronto Hydro if you believe a mistake has been made on your bill.

Toronto Hydro has a review process in place to make sure bills sent to your home are accurate.  The “billing system automatically checks for anomalies and the default in the system is to not bill the customer without reviewing the account history if an anomaly is identified.”

If you receive a bill that is inaccurate:

  1.  Call Toronto Hydro at (416) 542-8000 to speak with a call centre representative.  Their hours of operation are Monday to Friday, 8 a.m. – 4:30 p.m.
  2. Send them an e-mail at contactus@torontohydro.com.  They will reply during their hours of operation (Monday to Friday, 8 a.m. – 4:30 p.m.).
  3. Toronto Hydro still accepts snail mail.  Mail a letter to 500 Commissioners St., Attention:  Customer Care Department.

If for whatever reason, you’re unable to pay your hydro bill on time, Toronto Hydro’s policy is to not disconnect customers right away.  They will follow-up with clients several times to make arrangements for payment.  “Disconnection for non-payment is a last resort.”  Toronto Hydro’s policy is to not disconnect customers for non-payment from December 1 to March 31 or when the temperature is below -14 degrees Celsius.

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