Frequently Asked Questions

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

To report a power outage, call our 24/7 outage line at 613-738-0188 or submit your report online (login required).

Information on current outages is available online and through the Hydro Ottawa App.

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.

I received a message about a planned power interruption. What does this mean?

You may receive an email and/or a text/SMS from Hydro Ottawa regarding planned power interruptions scheduled for your address (service address). Automated telephone calls will continue for some customers.  

Notifications are sent to the telephone number and email address that we have on file for your account. They will only be sent when a power interruption is scheduled for your service address.

These messages do not demand payment or offer a refund.

These notifications are for informational purposes only. Please do not reply to these notifications, replies are not monitored. 

If you have any questions, contact us for assistance.

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.

Do I qualify for the Ontario Electricity Rebate?

Effective November 1, 2019, the Ontario government has introduced the new Ontario Electricity Rebate (OER) under the Ontario Rebate for Electricity Consumers Act, 2016. The Ontario Electricity Rebate will reduce the pre-HST costs on customers’ bills by 31.8%.

Low-volume consumers with a monthly demand less than 50kW or consumption less than 250,000 kWh are automatically eligible.

Farms, long-term care homes and some multi-unit complexes may be eligible for the OER. These customers must complete and submit the new OER self-declaration form to Hydro Ottawa.

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.

There used to be an online account feature called ‘Predict My Bill’. Is it still available?
Yes, the ‘Predict My Bill’ feature is still available through your online account under Billing.

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.

Does Hydro Ottawa offer an automated Credit Card payment option?

Hydro Ottawa offers automated payment plans where the amount due is automatically withdrawn from your bank account on the due date. While credit card payments are an accepted payment method, 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 email to [email protected].

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. You will first need to set up an online account.

If you don’t have an online account, create one today. All you need is a valid email address. Log in or register for MyAccount and select “Register for a Payment Plan”.

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 help paying your bill, financial assistance programs are available. Give us a call and we’ll find one 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?

Billing and usage data is available through your online account, free of charge, for up to two years’ worth of data. 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?

Credit balances may be refunded by cheque.

If you have closed an account with a credit balance, 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.

Hydro Ottawa may transfer the credit to another active account under the same name.

How do I report a payment?

To report a Hydro Ottawa electricity bill payment, contact us by telephone at 613 738-6400 or by email.

If you wish to report a service invoice or layout payment, contact us by email at [email protected] with your name, 20 digit Reference Number and payment amount.

How do I sign-up for equal monthly billing?

You can register for equal monthly billing by enrolling in our Equal Monthly Payment Plan.

The Equal Monthly Payment Plan (EMPP) is available with and without Pre-Authorized Payment (PAP) withdrawals.

Once you have enrolled, your equal monthly payment will be due or automatically withdrawn from your bank account on the due date indicated on your bill. If you require a fixed due date or payment withdrawal date, you may request the fifth of every month.

You can register for EMPP online. In order to register, log in to MyAccount. If you don’t have an online account, create one today. All you need is a valid email address. Log in or register for MyAccount and select “Register for a Payment Plan”.

Some conditions apply. More information about this payment plan is available here.

What is online billing?

Online billing is a convenient, secure and environmentally friendly way to view your electricity bill. Once you have registered for MyAccount, 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 an 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. Once this is complete, all you need is a valid email address.

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 online bill 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. 

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 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.

I can’t find ‘MyHydroLink’. Where is it?

We have updated our online services to include an improved online account experience (formerly known as MyHydroLink). We have also introduced a mobile application (app).

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 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 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 online account.

How do I add an additional account to my existing online account (MyAccount)?

Adding an additional account to your existing online account with Hydro Ottawa can be completed online.

  1. Login to your existing online account.
  2. Click on ‘Profile’ (middle of the page).
  3. In the blue navigation bar (top of the page), hover over ‘Profile’ and select ‘Add/Remove Accounts’ in the drop down list.
  4. Click on ‘Add/Remove Accounts’ (upper left) and then click ‘Add New Account’. You will be prompted to provide the account number and the amount due from a previous bill. Click ‘Add New Account’ when you’re ready to complete the request.

If you are adding more than five accounts, click the link on the right side of the page to upload a list of accounts.

Accounts can also be removed on this page.

If you experience any difficulty adding or removing an account, contact us.

How do I add multiple additional accounts to my existing online account (MyAccount)?

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. 

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.

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 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 (MyAccount) 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 [email protected].

How will I know what the peak times are?

From May 1 to October 31

  • Off-Peak (7 p.m. to 7 a.m. and all day weekends and holidays)
  • Mid-Peak (7 a.m. to 11 a.m. and 5 p.m. to 7 p.m.)
  • On-Peak (11 a.m. to 5 p.m.)

From November 1 to April 30 (Currently in effect due to COVID-19 Pandemic)

  • Off-Peak (7 p.m. to 7 a.m. and all day weekends and holidays)
  • Mid-Peak (11 a.m. to 5 p.m.)
  • On-Peak (7 a.m. to 11 a.m. and 5 p.m. to 7 p.m.)

For more information, visit the Time-of-Use page.

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 contract with an electricity retailer. As a residential customer, you are automatically part of the RPP unless you choose to purchase your electricity from an electricity retailer.

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?

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 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 online 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.

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 can be found on your online account, or your electricity bill. The last 10 digits represent the premise and can be found on your electricity bill. This is to ensure that your account information is accurate.


What is the ‘Neighbourhood Comparison’?

The ‘Neighbourhood Comparison’ is an insight that allows you to benchmark your electricity usage against that of similar homes in your residential area.

Why are you comparing me to my neighbours?

Experience shows that this type of comparison can help customers save electricity. It provides you with an idea of what you could potentially save. 

Which neighbours are you comparing me to?

Our goal is to provide you with a comparison that is valid and meaningful. We do this by looking at other households in your area – homes that are geographically close to yours, based on postal code. So you may or may not be compared to your direct neighbours. We can also provide better insights and analytics if you update your home profile.

Do my neighbours see my electricity usage information? Is my personal information being shared with my neighbours? Can I get a list of neighbours that I’m compared to?

No, the ‘Neighbourhood Comparison’ does not reveal your specific electricity usage to your neighbours.

Personal information collected and used for this service was done in accordance with Hydro Ottawa’s Privacy Policy. You may visit this webpage or contact customer service with any questions you may have about the collection and use of personal information for this service.

What is Appliance Breakdown and how does it work?

Appliance breakdown takes the electricity data provided by your meter and your appliance profile to categorize the usage of individual appliances. Each appliance uses electricity in a unique pattern - think of it like an appliance fingerprint. We detect and extract these “fingerprints” and use the data to provide useful insights and recommendations.

How much detail does the appliance breakdown provide?

We breakdown your usage into as many as 12 appliance categories. You can track the usage of each category over the course of the year and see how they change based on season, weather and your behaviour. We identify the categories that consume a large amount of electricity, like ‘Always On’, furnace, cooling and pool pump, based on the usage from your meter. Knowing this usage, we then use statistical data to estimate how much your other appliance categories, like laundry, cooking, lighting and entertainment, are consuming. In the end, through a combination of your actual usage and our rule-based model, we can compose a holistic picture of your total electricity consumption.

Why do I see a neighbourhood comparison for some of the appliances in the breakdown but not others?

We are able to determine the consumption of certain appliances including Furnace, ‘Always On’, Pool Pump and Cooling directly from usage data provided by your electricity meter. This allows us to provide you with a neighbourhood comparison. The remaining appliances are determined using rule-based techniques and that comparison is not possible. More information is available to help you better understand what each category includes.

What is 'Always On'?

‘Always On’ is a term for the devices in your home that are consuming electricity whether you are using them or not. You may have heard of it referred to as ‘vampire loads,’ ‘phantom loads,’ or ‘base loads.’ ‘Always On’ includes personal computers, monitors, printers, gaming consoles, phone chargers, stereos, televisions and cable boxes.

My 'Always On' usage is really high. Is that normal?

Possibly. Depending on the home, ‘Always On’ usage can represent 15% to 50% of a home’s monthly electricity use.

I noticed there have been changes to my online account. It was formerly called MyHydroLink. Will I continue to receive notifications when I’ve reached my electricity usage thresholds?

No, but you will still be able to monitor your electricity usage, just in a slightly different way.

We have discontinued the ‘On-Peak Consumption Threshold’ and ‘Electricity Consumption Threshold’ notifications that were available through your online account, formerly called MyHydroLink. The ‘Due Date’ and ‘Electricity Bill Threshold’ alerts will continue. 

We also offer a variety of email notifications about your electricity usage, including ‘High Usage Alerts’.

Other information about your electricity consumption continues to be available through your online account, including billing and payment history.

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