Hydro Ottawa warehouse filled with spools of electrical cable

FAQs

Questions? If you don’t find the answer below, feel free to contact us. We’d like to help.

How do I report a power outage, or find details about an ongoing power outage?

To report a power outage, please call our 24/7 outage line at 613-738-0188.

Information on current outages is avalible online.

If you spot a downed wire, keep a distance of at least 10 meters (33 feet or the length of a school bus), call 911, and report the damage to Hydro Ottawa.

Where can I find my bill online?

Your bill is available through your online account. If you don’t have one yet, registration is easy – it takes just a few minutes.

My bill seems high, what could be the cause?

There are many factors that can impact your electricity bill, including rate changes, and the weather.

A cold winter means that heating systems have to work harder to keep up. Even if you don’t heat your building with electricity, your heating system has components, such as fans, that continue to draw electricity.

Even when your business is closed, a number of appliances such as refrigerators, and electronics that are left plugged in are ‘Always On’ and continue to use electricity while you’re away. This means that shorter business hours do not automatically lead to reduced electricity consumption. Your heating and cooling systems also continue to operate periodically, even if the temperature has been adjusted.

If you are a small business with consumption billed according to Time-of-Use rates, you can manage your electricity consumption through your online  account and by shifting consumption to Off-Peak pricing periods.

You can also take a number of actions, including participating in our retrofit program, to reduce your need for electricity or use electricity more efficiently.

If you find you are having difficulty paying your bill, Hydro Ottawa encourages you to call to make payment arrangements instead of leaving a bill unpaid.

Do I qualify for the 8% Provincial Rebate?

Since January 1, 2017, residential customers, business customers with a demand of less than 50 kilowatts, and farm customers are automatically eligible for the 8% Provincial Rebate on their electricity bill. The rebate is equal to the provincial portion of the Harmonized Sales Tax (HST).

Business, institutional and industrial customers may also be eligible .

Eligibility to receive the rebate is defined under the Ontario Rebate for Electricity Consumers Act, 2016.

How can I update my billing address?

To update your billing (mailing) address without changing your service address, please contact a Customer Service representative by telephone at 613-738-6400 or by email at custservice@hydroottawa.com.

How do I pay my bill?

Hydro Ottawa offers many different options to allow you to make simple, on-time payments. Choose the method that’s most convenient for you and your business.

Does Hydro Ottawa offer an automated credit card payment option?

Hydro Ottawa offers automated payments where the amount due is automatically withdrawn from your bank account on the due date. While credit card payments are accepted, they are a one-time payment option at this time.

Can I make a payment in person at your office?

Hydro Ottawa does not accept payments in person. We do, however, offer many other options to allow you to make simple, on-time payments.

If your account is at risk of disconnection, please submit your payment at a financial institution, and forward the receipt (proof of payment) by fax to 613-738-5481 or by email to RevenueRetention@hydroottawa.com.

I’d like my bill payment to be automatically deducted from my bank account. How can I make this happen?

You can register for automated payments, online or by telephone. If you choose to self-serve online, you will first need to set up an online account. Once you have an online account, log in, click ‘Billing’ and select ‘Automated Payment Plan’. Then select either ‘Pre-Authorized Payment Plan’ or ‘Equal Monthly Payment Plan’ and follow the instructions. If you experience a problem, contact us.

What happens if there isn’t enough money in my account to cover my automated withdrawal?

If an automated payment is returned due to non-sufficient funds (NSF), a Returned Payment Charge of $15 plus any bank charges will be applied to your account. These charges will be withdrawn on your subsequent due date, at the same time as your monthly payment.

If you cannot pay the balance owing, your payment plan will be suspended until your account is up to date.

If you need a little help paying your bill, we are here to help. Give us a call and we’ll try to put together a payment program that works for you. 

Why is my last payment not appearing through my online account?

Your online account is updated as payments are received. Payments may take up to five business days to be applied, depending on the method of payment.

I am in the process of preparing my yearly tax return. How can I get copies of my electricity bills from last year?

If you have an online account, two years’ worth of billing and usage data is available. Hydro Ottawa is able to send bill copies, or other financial reports. There is a fee, however, to prepare and send these documents.

Can a credit balance be refunded?

If you have closed an account with a credit balance, including a security deposit on account, a refund will automatically be issued 21 business days after we prepare your final bill. A cheque will be sent by mail to the billing address or the forwarding address listed on your account.

Balances of less than $5.00 will not be returned by mail.

What is online billing?

Online billing is a convenient, secure and environmentally friendly way to view your electricity bill. Once you have registered, you will receive an email notification (to the email of your choice) when your bill is ready for viewing. You can pay your online bill by telephone or online through your financial institution, or by enrolling in our automated payment plan.

How do I sign up for online billing?

Registration takes just a few minutes. First you need to create an online account.

When creating your account, you will be prompted to enter your account number and customer name exactly as it appears on your Hydro Ottawa bill. You will also need to enter a recent bill amount and due date. Be sure to have a copy of your most recent bill handy. 
 

Register for an online account

 

How do I cancel my online billing registration?

If you would like to cancel your online billing registration, contact us by telephone at 613 738-6400. A Customer Service representative will assist you.

Will I continue to receive a paper bill in the mail?

No. Once you have registered for online billing, you’ll receive an email notification when your next bill is available. You will, however, be able to print or save your bill online at your convenience.

What software do I need to see my online bill?

You can access your online bill from any web browser that supports 128 bit encryption.

  • Microsoft Internet Explorer 9+
  • Google Chrome
  • Firefox / Mozilla Users

To check the encryption level on your browser, click ‘Help’, ‘About’, and it will be listed.

Is the online bill exactly like my paper bill?

Yes, with one exception. You cannot print out your bill and take it to your financial institution or mail it to Hydro Ottawa for payment.

I have a lot of accounts I would like to enroll in online billing. Is there an easy way to do this other than registering each account individually?

An upload account tool is available that allows you to add multiple accounts simultaneously. Simply click "More than 5 accounts?" and you will be presented with a file upload dialog. The file you upload must be a plain-text file and must include one account per line. Each line must contain the account number, followed by an amount due from a previous bill, and finally by a ‘Y’ to indicate that you’d like to register the account for online billing, or an ‘N’ if you wish to simply add the account to your profile in order to access your consumption and billing history. Each value should be separated by a vertical line.

Sample
9991234567|211.35|Y
9987654321|491.30|Y
1234567890|119.36|N

Why am I not receiving my online bill notifications?

First, ensure that you are enrolled in online billing by navigating to the Billing section of your online account.

Most of the time, your online bill notification (email) has been accepted by your service provider. Problems with delivery are most often associated with spam/junk mail settings as well as internet security and anti-virus applications. How your email, internet security or anti-virus applications are configured may determine if your online bill notification can be successfully delivered.

To correct this, we recommend adding @hydroottawa.com to your ‘Safe List’.

If you have recently changed or modified your email address, but did not update your online profile:

  • Sign in to your online account;
  • Once logged in, click Profile;
  • Update your email address and click Update.

What if I forget my password?

If you have forgotten your password, go to the online account page and click "Login". Then click "Reset Password". Enter your email address and an email will be sent to you to reset your password.

When will my new password be activated?

Your password is active immediately after you reset it.

I can’t log into my online account. What could be the problem?

If you have a third-party ad blocker installed within your browser, you may need to temporarily disable it while trying to login. Or you can add hydroottawa.com to your ad blocker’s list of safe websites.

If this doesn’t work, you may need to refresh your browser by using the keyboard shortcut CTRL + F5.

If this doesn’t work, try clearing your browser’s history and data.

If none of these actions work, please contact us.

I previously logged in to my online account with a username. Why do I have to login with my email address now? 

We made this change because one of the most common complaints with our website was related to the login system. Customers were forgetting their username and having trouble retrieving their password.

To make the process even easier, you can now sign in using your Facebook or Google account. Once your Facebook or Google account is linked to your online account, signing in can be done with just one click. 

Can anyone who has my email address access my online account?

No. In order for someone to access your online account, they need your password. We have security measures in place to safeguard your online account. For instance, consecutive failed login attempts result in the user's online account being locked.

Can I have two separate email addresses associated with my online account and login to my account with either of them? 

At this time, only one email address can be associated with your online account

How do I register additional accounts?

Once you log in to your online account, click on ‘Profile’. Accounts can be added or removed here.

When I try to view the Usage section of my online account, the page doesn’t load. What could be the problem?

We are continuously working to improve the online account experience and resolve any technical issues.

If you’re having trouble viewing your usage, it may be an error related to Internet Explorer or Safari.

To work around this issue, try logging into your account and viewing your usage through Google Chrome or Firefox.

If this does not fix the issue, please contact us.

I used to be able to download my daily and hourly data through my online account. Is that feature still available? Where can I find it?

Yes, this feature is still available through your online account.

Once you login, click on “Billing” to navigate to the “Download My Data” option.

Why does the content on my online account profile page not display correctly?

Hydro Ottawa makes every effort to ensure that access to your online account is up to date with emerging technology. There may be web browsers, however, that are not compatible. We encourage you to refer to information provided by your web browser for help with troubleshooting and known product issues. To ensure you are also receiving an optimal browsing experience, we suggest upgrading to the latest version of your browser.

How is my personal information and financial information kept safe?

We use several methods to ensure that your information is secure:

  • Your email and password are unique identifiers that only you know. This information is personal and confidential and should not be shared.
  • We use SSL (secure socket layers) which ensures that your connection and information are secure from outside inspection.
  • We use 128 bit encryption to make your information unreadable as it passes over the Internet.
  • We automatically sign you out of a session if it is inactive for 20 minutes.

Are all computers safe to use?

Computer security experts advise that you may put your information at risk when you use a public computer for personal business. While Hydro Ottawa uses numerous security measures to protect your personal information on our website, the use of public computers may compromise the security of your information. Public computers include those in schools, libraries, and internet cafés.

For maximum security, you may want to avoid using public computers when enrolling or modifying your personal or banking information.

Why is my account locked for security reasons?

If you receive a message that your account has been locked, it may be that an incorrect password has been attempted more than six times. As a security measure, your account has been locked for 24 hours. Should you require access prior to the end of the 24-hour period, a Customer Service representative would be happy to unlock your account for you at 613-738-6400.

I generate my own electricity. Why can’t I see how much I have generated on my online account?

Your online account (My Account) only shows how much electricity you have consumed. It currently does not show what has been generated. Details of your generated usage may be found on your bill or by submitting a data request through ceservicerequests@hydroottawa.com.

How will I know what the peak times are?

Time-of-Use rate periods are available online.

I have electric heat. How will this impact my bill? What about my other appliances, which run all day?

As a general rule, electric heating operates more often at night when the temperature drops. This is also when electricity is the cheapest.

In a 168-hour week, only 30 to 40 hours (depending on season) are at On-Peak rates. There are nearly three-times as many hours at Off-Peak rates.

Do I pay Time-of-Use rates if I’ve signed a contract with an electricity retailer company?

If you are a small business, you have two options for electricity supply. You can have your electricity supplied by Hydro Ottawa through the Regulated Price Plan (RPP) where prices are set by the Ontario Energy Board (OEB). The other option is to sign a fixed price, multi-year contract with a company that sells electricity under contract, also known as an electricity retailer. You are automatically part of the RPP unless you choose to purchase your electricity from an electricity retailer. Electricity retailers are private companies and are not associated with Hydro Ottawa, the OEB, the government or any government program.

An electricity contract covers only some parts of your bill. You will continue to pay other charges to Hydro Ottawa regardless of whether you sign a contract with an electricity retailer. 

How can I read my meter?

The meter displays the following pieces of information in sequence:

  • A segment test where all parts of the display are turned on at once to ensure they are still functioning
  • Your kWh consumption in a five-digit format
  • A communications network address identification number for Hydro Ottawa’s use.

Why does my most recent Time-of-Use data consumption change a few days later?

Recent consumption data is considered "unbilled usage" because it has not yet been validated by the provincial Meter Data Management and Repository (MDM/R). The MDM/R is a common platform for processing, storing and managing all Smart Meter data within Ontario. Once your consumption data has been validated and obtained from the MDM/R, the values may change.

The following message appears on all Time-of-Use pages: 

*Note: Unbilled electricity consumption has not been loss-adjusted and may contain estimated data.

What if some of my consumption isn't appearing in my account history?

Occasionally, there may be communication difficulties between your meter and Hydro Ottawa's meter data collectors. Metering data is stored within your meter and may be collected once the connection is re-established. Contact us if this problem persists.

Why does my account no longer show Time-of-Use information?

Time-of-Use information will only appear if your electricity account is active.

If you’ve closed your electricity account and moved to a new location within our service territory, you can add your new electricity account to your existing online account profile. This will allow you to view Time-of-Use data for your new electricity account. You will continue to have access to previous consumption and billing information.

Why am I unable to view my Time-of-Use information after I close my account?

Once you close your account, you may still view up to two years of electricity consumption based on your regular bill intervals. Time-of-use information is only available for active accounts.

 Moving

What should I do if I’m moving to a new address?

If you’re moving to a new address, you will need to fill out our moving request form at least 10 days in advance.

Learn more.

Can I reactivate an old account at a new address?

Unfortunately, we are unable to reactivate an old account at a new address. Each account number is unique to the account holder and the service address. The first 10 digits of your account number represent the customer or account holder and the last 10 digits represent the premise. This is to ensure that your account information is accurate.

Customer Service

Open

Available weekdays between 8am - 8pm
and Saturdays between 9am - 3pm
(Excluding statutory holidays)

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