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, please call our 24/7 outage line at 613-738-0188.

For information on current outages, refer to our outage map.

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 the weather.

A cold winter means that heating systems have to work harder to keep up. Even if you don’t heat your home with electricity, your furnace motor and fan have to run more, sending bills higher.

Average Local Monthly Temperatures (0C)*

  2014/15 Winter 2015/16 Winter​ 2016/17 Winter
November 1.0 3.7 3.0
December -4.5 1.2 -5.7
January -13.2 -8.0 -5.6
February -16.2 -8.1 TBD
*climate.weather.gc.ca


Also, being away from home doesn't automatically lead to reduced electricity consumption. A number of appliances and electronics are 'Always On' while you're away, including your refrigerator and television. 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 consumption through your online Hydro Ottawa account and by taking advantage of 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 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. There are also programs available to help customers experiencing difficulty with paying their electricity bills. 

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 family.

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 your 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 The overdue payment, the NSF fee and the late payment charge will be withdrawn on your subsequent due date, at the same time as your monthly payment.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 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. Call us at 613 738-6400, Monday to Friday between 8 a.m. and 8 p.m (except statutory holidays).

Does Hydro Ottawa offer an automated Credit Card payment option?

Hydro Ottawa offers automated 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, 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.

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 usage data is available through your online Hydro Ottawa account 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.

Do I qualify for the 8% Provincial Rebate?

Beginning January 1, 2017, residential, small business and farm customers are eligible for an 8% Provincial Rebate on their electricity bill. The rebate is equal to the provincial portion of the Harmonized Sales Tax (HST).

This rebate began to appear on bills that reflect services received after January 1, 2017. The rebate does not have an expiry date. The savings for a typical residential customer using about 800 kWh per month are approximately $130 annually or $11 each month.

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.

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 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 automated payment plan.

How do I signup for E-Billing?

If you would like to register for E-Billing, start by registering for an online Hydro Ottawa 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. Online registration takes just a few minutes.

Register for an online account 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 dialog.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 your online Hydro Ottawa account 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 online Hydro Ottawa 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?

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. For example, the RPP rate includes the Global Adjustment, which reflects the difference between the market price of electricity and the regulated or contract prices that are paid to generators for the electricity they produce. For customers who purchase their electricity from a retailer, the Global Adjustment is a separate line item on their bill.

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 meter?

Your 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.

Online Account

What if I forget my password?

If you have forgotten your password, go to the online Hydro Ottawa account page and click "Log In". 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 previously logged in to my online Hydro Ottawa 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 Hydro Ottawa account, signing into the app can be done with just one click.

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

No. In order for someone to access your account through the app or our website, 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 account and login to the app with either of them?

At this time, only one email address can be associated with your Hydro Ottawa account. However, this is something that we are considering for the future.

How do I register additional accounts?

Within your online Hydro Ottawa account, 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?

Payment information in your online Hydro Ottawa account is updated as payments are received and applied to your account. 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 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.

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 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. 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 online Hydro Ottawa 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 your electricity consumption history based on your regular bill intervals. Time-of-use information is only available for active accounts.

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

Hydro Ottawa makes every effort to ensure your online Hydro Ottawa account is up to date with emerging technology. However, there may be web browsers that are not compatible. 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 email 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 Service representative would be happy to unlock your account for you at 613-738-6400.

 

Customer Service

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

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

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