Customer Choice
Customer Choice is an Ontario Energy Board (OEB) initiative that allows Regulated Price Plan (RPP) customers to choose their electricity price plan.
Residential and small business customers billed under the RPP can choose the electricity rate that best meets their energy needs and lifestyle: Time-of-use, Tiered or the new Ultra-low overnight prices.
Hydro Ottawa offers four easy ways to make the switch and change rate plan.
So what’s the difference?
Under the Time-of-use pricing, you pay a different rate for electricity depending on the time of day and day of the week you consume it. Time-of-use has three periods: on-peak (when energy demand and cost is high), mid-peak (when energy demand and cost is moderate) and off-peak (when energy demand and cost is low).
Time-of-use periods (hours) are different in the summer than they are in the winter.
The Ontario Energy Board (OEB) set these rates. Learn more about the time-of-use rates and structure.
Effective November 1, 2023, Time-of-use customers are charged:
| TOU Price Periods | Winter (Nov. 1 to April 30) | Summer (May 1 - Oct. 31) | TOU Prices |
|---|---|---|---|
Off-Peak | Weekdays 7 p.m. to 7 a.m. | Weekdays 7 p.m. to 7 a.m. | 8.7 ¢/kWh |
Mid-Peak | Weekdays 11 a.m. to 5 p.m. | Weekdays 7 a.m. to 11 a.m. and 5 p.m. to 7 p.m. | 12.2 ¢/kWh |
On-Peak | Weekdays 7 a.m. to 11 a.m. and 5 p.m. to 7 p.m. | Weekdays 11 a.m. to 5 p.m. | 18.2 ¢/kWh |
Similar to Time-of-use rates, with Ultra-low overnight, the price depends on when you use electricity. Ultra-low overnight has an additional price period, a different set of rates and offers an ultra-low overnight rate in exchange for a higher on-peak rate.
With Ultra-low overnight pricing you are charged according to the day of the week and time of day that you use electricity. There are four price periods: on-peak, mid-peak, weekend off-peak, and ultra-low-overnight. The Ultra-low overnight plan sets a very low price for the overnight period, however, the on-peak price is significantly higher.
This plan could be beneficial to those who consume a major portion of their electricity overnight, or to those who charge an electric vehicle overnight.
The Ultra-low overnight periods (hours) are the same in the summer as they are in the winter.
The Ontario Energy Board (OEB) set these rates. Learn more about the Ultra-low overnight rates and structure.
Effective November 1, 2023, Ultra-low overnight customers are charged:
| ULO price periods | All year | ULO Prices |
|---|---|---|
Ultra-low overnight | Everyday 11 p.m. to 7 a.m. | 2.8 ¢/kWh |
Weekend off-peak | Weekends and holidays 7 a.m. to 11 p.m. | 8.7 ¢/kWh |
Mid-peak | Weekdays 7 a.m. to 4 p.m. and 9 p.m. to 11 p.m. | 12.2 ¢/kWh |
On-peak | Weekdays 4 p.m. to 9 p.m. | 28.6 ¢/kWh |
With Tiered rates, the price depends on how much electricity customers use overall in a month
Customers under Tiered rates pay one set rate for the electricity they consume up to a predetermined kilowatt-hour (kWh) threshold each month. Once customers exceed the monthly threshold, they are billed at a higher rate per kWh for all additional electricity consumed in that month.
The threshold changes with the seasons for residential customers. The threshold for small business customers is the same all year round.
The Ontario Energy Board (OEB) set these rates. Learn more about tiered rates structure and pricing.
Effective November 1, 2023, Tiered rates customers customers are charged:
| Tier Thresholds | Winter (Nov. 1 to April 30) | Summer (May 1 to Oct. 31) | Tiered Prices |
|---|---|---|---|
Tier 1 | Residential – first 1,000 kWh/month Small business – first 750 kWh/month | Residential – first 600 kWh/month Small business – first 750 kWh/month | 10.3 ¢/kWh |
Tier 2 | Residential – for electricity used above 1,000 kWh/month Small business – for electricity used above 750 kWh/month | Residential – for electricity used above 600 kWh/month Small business – for electricity used above 750 kWh/month | 12.5 ¢/kWh |
Are you considering a switch?
To better understand the potential impacts of a rate change on your bill, it’s important to know what your overall energy consumption is and how your day-to-day habits can influence your energy costs.
The information contained on your Hydro Ottawa MyAccount customer portal should be a good indicator of your consumption habits and electricity usage history. If you don’t have an online account, you can easily create one today.
Once in MyAccount, have a look at some of your past electricity bills and consider the following:
Your price plan
Do you pay Time-of-use or tiered prices for your electricity?
Your consumption pattern and your usage
When do you use electricity and how much electricity do you use in a month?
Lifestyle and daily habits
Are you often home during the day on weekdays, so that shifting your usage is more challenging? Do you have large appliances that you need to run during the day on weekdays? Can you shift more of that usage to nighttime or weekend hours?
Are there any tools available to help me compare rate plans?
There are two different online tools available to help customers make a choice and compare rate plans.
Hydro Ottawa’s rate plan comparison tool is available for MyAccount customers and automatically uses your consumption data to show you the electricity cost difference (in percentage) under Time-of-use or tiered prices for your account.
With MyAccount, there’s no need for you to enter any consumption data or other billing information when using Hydro Ottawa’s rate plan comparison tool. MyAccount will automatically generate an estimate and compare electricity costs for you based on the historical monthly usage information available in your MyAccount customer portal.
NOTE: Currently, the new Ultra-low overnight rates are not available in the MyAccount rate plan comparison tool. While we work on updating our tool to include the new rates, if you wish to compare your electricity costs using Ultra-low overnight rates, please use the OEB bill calculator to estimate your monthly bill.
Hydro Ottawa’s online tool is easy-to-use. Simply follow these steps:
- Log into MyAccount
- Choose ‘’Manage Rate Plan’’ option;
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More information on Hydro Ottawa’s online tool is available in our Rate Options FAQs.
If you are not yet registered to MyAccount, but wish to use this tool, you can sign up today at hydroottawa.com/myaccount.
You can use the Ontario Energy Board’s bill calculator to compare your estimated monthly bill under Time-of-use, Ultra-low overnight and Tiered price plans.
When using the OEB’s bill calculator you will need to enter your consumption information into the tool manually to receive your billing comparison. Be sure to have copies of your previous bills available on hand to assist you in entering accurate consumption information.
Where can I find more information?
You can read our Frequently Asked Questions (FAQ’s). Alternatively, you can also contact us online or by phone at 613-738-6400.
The Ontario Energy Board also has information on the Customer Choice program available at oeb.ca/choice.
Is there a deadline to change my rate plan?
There is no deadline. You can request to change your rate plan at any time.
If you don’t wish to make a change, there is nothing you need to do. You’ll continue to be billed under your current rate plan. The option to change rate plans will always be available.
How do I change my rate plan?
If you wish to make a change in your rate plan, for example, opt-out of time-of-use in favour of tiered rates, Hydro Ottawa offers four easy ways to make the switch.
Before you start, make sure to have the following information at hand. You will need:
- Your electricity bill account number (First 10 digits - as it appears on your bill)
- Your service address (as it appears on your bill); and
- You must be authorized on the account to request the rate change.
Are you a net metering customer looking to change your rate plan?
Net metering customers can also choose their rate plan for consumption and generation billed on or after January 1, 2024.
To switch between rate plans, net metering customers must notify Hydro Ottawa by email, phone or mail as described below. Please note that currently, net metered customers are not able to change their rate plan online through MyAccount.
For further information on net metering, see hydroottawa.com/netmetering
ONLINE: Through Hydro Ottawa’s MyAccount customer portal. This is the preferred method to complete your form. It’s quick to submit, and no need to save and send. It’s also the most efficient way to process your request.
A valid email address is required.
BY EMAIL: Using Hydro Ottawa’s fillable PDF form. Once completed and signed, please save your form and send it to us by email to [email protected].
BY PHONE: Our call center representatives can also help you complete your rate selection form over the phone. Your call will be recorded to document all information.
Phone: 613 738-6400
Weekdays, 8 a.m. to 8 p.m. and Saturday 9 a.m. to 3 p.m. (excluding statutory holidays).
BY MAIL: You may print the completed signed form and send it by mail. If you do not have the ability to print the form, please contact us and we will send you a copy.
Mail: Hydro Ottawa
PO Box 8700
Ottawa, ON K1G 3S4
Attn: Customer Service – Rate Selection Form
When will my new rate plan take effect?
Once your validated form has been fully processed, your new rate plan will take effect and appear on your next available bill or the following one, depending on where your account is in the billing cycle.
Want to learn more about the customer choice initiative?
Please check our Frequently Asked Questions. If you don't see your question, you can reach us online or by phone at 613-738-6400.
For more information, you can also visit the Ontario Energy Board’s customer choice initiative dedicated web page at oeb.ca/choice.
Regardless of your choice, you will continue to receive your bill from Hydro Ottawa and enjoy the same clean, reliable and safe supply of energy and customer service.
Hydro Ottawa respects your privacy. Any personal information collected will be used by Hydro Ottawa in order to provide you with customer service in accordance with the terms of our Privacy Policy.
If you have questions or concerns regarding your Personal Information or this Privacy Policy please address them to: [email protected].
