Hydro Ottawa warehouse filled with spools of electrical cable

FAQs

Power Outages

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

To report a power outage and for information on current outages, please call our 24/7 outage line at 613-738-0188.

If you spot a downed wire, please stay back at least 10 meters (33 feet) and call 911.

My Bill

My bill seems high, what could be the cause?

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

During the winter months, cold temperatures can be a contributing factor to increased electricity use, as heating and cooling systems account for approximately 60% of a typical customer’s bill. A cold winter means that heating systems have to work harder to keep up. Even if you don’t heat your business with electricity, your furnace motor and fan have to run more, sending bills higher.

Average Local Monthly Temperatures (0C)*

 
2012
2013
2014
2015
November
-0.1
-0.7
1.0
1.5
December
-5.5
-9.7
4.5
-6.6
January
-
-9.1
-11.6
-14.8
February
-
-8.0
-10.3
-13.2
*The Weather Network


Even when your business is closed, a number of appliances and electronics continue to use electricity, which 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 to vacation mode.

You can manage your electricity by taking advantage of MyHydroLink, our online customer service portal, and Time-of-Use rates. These will allow you to monitor your daily and hourly electricity use, and shift it 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.

Hydro Ottawa encourages customers to call to make payment arrangements instead of leaving a bill unpaid.

Customers can also sign up for our Equal Monthly Payment Plan to help smooth out their electricity costs over a twelve month period.

How do I make a payment?

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.

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

If a payment is returned due to non-sufficient funds (NSF), a NSF fee of $15 and a late payment charge will be applied to the account. The overdue payment, the NSF fee and the late payment charge will be withdrawn on your subsequent due date, at the same time as your monthly payment.

If you cannot update your payments, your plan will be suspended until the balance is cleared.

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. Call us at 613 738-6400, Monday to Friday between 8 a.m. and 8 p.m (except statutory holidays).

Does Hydro Ottawa offer a pre-authorized Credit Card payment option?

Hydro Ottawa offers Pre-Authorized payments through your bank account. While Credit Card payments are accepted, they are a one-time payment option at this time. Electricity bill payments made using a credit card are subject to a percentage-based service fee. Click here to find out more information about paying by credit card.

Can I make a payment in person at your office?

Hydro Ottawa does not have a payment office to 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, to ensure your account is not disconnected please submit your payment at a financial institution, and forward the receipt (proof of payment) by fax: 613-738-5481 or by email: RevenueRetention@hydroottawa.com.

Can my service be disconnected for non-payment during the winter season?

Hydro Ottawa may disconnect an account for an arrears balance during the winter months. In some cases Hydro Ottawa may elect to install a timer, or load limiter in place of a full disconnection.

I am in the process of preparing my yearly tax return, am I able to obtain a copy of my Bill Statements from last year?

Billing and Consumption data is available through MyHydroLink free of charge for up to two years’ worth of data. Hydro Ottawa is able to send bill copies, or other financial reports, however, there is a fee to prepare and send these documents.

Can Hydro Ottawa help me with my hot water tank rental inquiry?

Hydro Ottawa is contracted by Reliance Home Comfort to provide billing and administrative support. If you are being charged for a hot water tank rental on your Hydro Ottawa bill please contact Reliance Home Comfort at 613-738-2300.

Do I qualify for the 8% Provincial Rebate?

Business, institutional and industrial customers may be eligible for the 8% Provincial Rebate.

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

The rebate is equal to the provincial portion of the Harmonized Sales Tax (HST). The rebate will start to appear on bills that reflect services received after January 1, 2017. The rebate does not have an expiry date.

E-Billing

What is E-Billing?

E-Billing is a convenient, secure and environmentally friendly way to view your electricity bill online. Once you have registered, you’ll receive your next bill electronically. You will receive an email notification (to the email of your choice) when your bill is ready for viewing. You can pay your E-Bill by telephone or online through your financial institution, or by enrolling in our pre-authorized payment plan.

How do I signup for E-Billing?

If you would like to register for E-Billing, go to MyHydroLink and register your account. You will be prompted to enter your account number and customer name exactly as it appears on your Hydro Ottawa bill. Be sure to have a copy of your most recent bill handy. Online registration takes just a few minutes.

Register for MyHydroLink Register for E-Billing

How do I cancel my E-Billing registration?

If you would like to cancel your E-Billing registration, please contact us by telephone at 613 738-6400. A Customer Service representative would be pleased to help you.

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

No. Once you have registered, you’ll receive your next bill electronically. You will, however, be able to print or save your bill online at your convenience.

What software do I need to use E-Billing?

You can access E-Billing from any web browser that supports 128 bit encryption.

  • Microsoft Internet Explorer 7+
  • Google Chrome
  • Firefox / Mozilla Users

To check the encryption level on your browser, click HELP, ABOUT, and it will be listed.

Is the bill I see online 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 E-Billing. Is there an easier way to do this other than adding each account individually?

To add multiple accounts at once, we've provided a multiple account upload tool. Simply click "More than 5 accounts?" and you will be presented with a file upload dialogue. The file you upload must be a plain-text file containing pipe-separated values, one per line. The file must contain the account number, followed by an amount due from a previous bill, and finally by a Y to indicate whether you wish to register the account for E-Billing, or an N to simply add the account to your profile to obtain access to consumption and billing history for the account.

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

Why am I not receiving my E-Bill notifications?

Please ensure that you are enrolled in E-Billing by navigating to the E-Billing environment from the MyHydroLink home page.

Most of the time, your E-Bill notification has been accepted by your service provider. Problems with E-Bill 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 E-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 MyHydroLink account;
  • Once logged in, under My Profile, click Manage profile;
  • Update your email address and click Update.

Time-of-Use

How will I know what the peak times are?

You can refer to our helpful Time-of-Use clock. It shows you the current rate period, and how the price of electricity will vary throughout the day. The rate periods are also different on holidays and weekend, and in the summer and winter months.

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 times. 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?

Consumers have the choice to either pay the regulated price set by the Ontario Energy Board (OEB), or sign a fixed price, multi-year contract with an electricity retailer. These organizations are independently licensed by the OEB and are not associated with Hydro Ottawa or the government. Most electricity retail contracts only include the cost for the electricity commodity (the Electricity line on your bill). All other charges on your bill will still apply, and a new line will appear on your bill called the Provincial Benefit. The Provincial Benefit can be a charge or a credit depending on the market price of electricity.

It is important to note that Hydro Ottawa does not conduct any door-to-door sales activities. For more information on electricity retailers, see our electricity retailers page.

How can I read my Smart Meter?

The Smart 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 communication network address identification number for Hydro Ottawa’s use.

How is the cost of the Smart Meter initiative recovered?

Effective May 1, 2013, residential and small business customer bills with a demand of less than 50 kW will be charged a Smart Meter Entity (SME) fee. The Ontario Energy Board approved this levy to recover the costs of developing and implementing the technology that collects and processes data from smart meters across the province.

The SME charge is $0.79 per month and will be in effect until October 31, 2018. It is not retained by Hydro Ottawa.

For additional information, please visit the Ministry of Energy website.

MyHydroLink

What if I forget my User ID or password?

If you have forgotten your User ID, go to the MyHydroLink Log-On page and click "Forgot your username?" Enter the account number or email address associated with your account. Your User ID will be sent to the email address associated with your account.

If you have forgotten your password, go to the MyHydroLink Log-On page and click "Forgot your password?" Enter your User ID and your password will be sent to the email address associated with your account.

When will my new User ID and password be activated?

Your User ID and password are active immediately following registration.

How do I register additional accounts?

From MyHydroLink Home, click Add/Remove Accounts. You can also access the Add/Remove Accounts feature from the E-Billing Environment.

Why is my last payment not appearing?

MyHydroLink payment information is updated as payments are received and applied to customer accounts. Please note that payments may take up to five business days to be applied, depending on how the payment is made.

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

Recent consumption data is unbilled usage and has not yet been validated by the provincial Meter Data Management and Repository (MDM/R). Once validated consumption data has been obtained, the values may change. Please note, 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 the meter and Hydro Ottawa's meter data collectors. Metering data is stored within the Smart Meter and may be collected once the connection is re-established. If this problem persists, please notify us.

My account no longer shows Time-of-Use information?

Time-of-Use information will only appear if your Hydro Ottawa 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 MyHydroLink 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 your electricity consumption history based on your regular bill intervals. Time-of-use information is only available for active accounts.

Why does my MyHydroLink (MHL) page content not display correctly?

Hydro Ottawa makes every effort to ensure our MHL application is up to date with emerging technology. There are web browsers however, that are not compatible with our application. We encourage you to refer to the home page of your web browser provider 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 and financial information kept safe?

E-Billing uses several methods to ensure that your information is secure:

  • Your User ID and password are unique identifiers that only you know. This information is personal and confidential and should not be shared.
  • E-Billing uses SSL (secure socket layers) which ensures that your connection and information are secure from outside inspection.
  • E-Billing uses 128 bit encryption to make your information is unreadable as it passes over the Internet.
  • E-Billing automatically signs 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 Care Agent would be happy to unlock your account for you at 613-738-6400 Option #3.

 

Customer Service

  • Phone (-613) 738-–6400
  • Email custservice@hydroottawa.com
  • Fax (-613) 738-–6403

Available weekdays between 8am - 8pm
(Excluding statutory holidays)

Share this page