FAQs

Most customers receive their first bill four to six weeks after their service starts. The exact timing depends on your billing cycle.

Bills are available in MyAccount. Once registered, you can view, download or print your full PDF bill anytime.

 If you usually get email notifications, check your junk or spam folder. For paper bills, allow a few extra days for mail delivery. If your bill still hasn’t arrived, contact our customer service team at (613) 738-6400.

You can update your billing (mailing) address anytime through MyAccount or by contacting our customer service team online or by telephone at (613) 738-6400. This change does not affect your service address unless you ask us to update both.

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.

 You can pay your bill online through MyAccount, through your bank, by mail, or by credit or debit card. See “View and pay your bill” for full details.

Not right now. We only accept credit card payments as one-time transactions online or over the phone.

Log in to MyAccount and select “Manage Payment Plan.” Once enrolled, your bill amount is automatically withdrawn from your bank account on the due date each month.

Yes. If you’re on a pre-authorized or equal monthly plan, you can contact our customer service team and request a fixed withdrawal date (e.g., the 5th of each month).

Credit- and debit-card payments are processed by a third-party provider that charges a 1.75 per cent fee. We do not receive any portion of this fee.

We do not accept in-person payments, but you can pay through your bank, online or by mail. If your account is at risk of disconnection, submit your payment at a financial institution, and forward the receipt (proof of payment) by email to [email protected].

We will never ask for payment by text, gift card or e-transfer. If you’re unsure, don’t share your information — call (613) 738-6400 to inquire if we contacted you. See “Fraud awareness” for more information.

EMPP spreads your annual electricity costs evenly over 12 months based on your previous bills. You can choose this plan with or without pre-authorized payments. Adjustments are made periodically based on your usage.

To ensure the accuracy of the EMPP, each account will be reviewed on a yearly basis. We encourage all EMPP customers to actively monitor their monthly payment amount and due date as these details can change periodically. Important information about your bill and EMPP may also be communicated through on-bill messaging.

The Equal Monthly Payment Plan is only open to qualifying residential and small business customers who purchase their electricity commodity through Hydro Ottawa (Standard Supply Service). Customers under contract with an electricity retailer are not eligible.

Some additional charges may appear on your statement from time to time. These may include, but are not limited to, fees for account set-up, credit checks, returned payments, late penalty charges or security deposits.

Please note that if a payment is returned due to non-sufficient funds (NSF), a NSF *fee 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 next or subsequent due date, at the same time as your monthly payment.

*Please refer to our “Other Charges” page for a list of charges and fees that may appear on your Hydro Ottawa bill.

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.

To ensure the accuracy of the EMPP, each account will be reviewed on a yearly basis. We encourage all EMPP customers to actively monitor their monthly payment amount and due date as these details can change periodically. Important information about your bill and EMPP may also be communicated through on-bill messaging.

If you’re already registered for equal monthly payments and moving to a new residence within our service territory, you can request to automatically transfer your existing plan to your new address. Contact us online and select Payments / Billing from the drop down menu. Please note that your monthly payment amount may change based on your new service address and predicted usage. 

Payments can take up to five business days to be applied, depending on payment method. Check MyAccount for updates or contact our customer service team if it’s been longer than a week.

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.