FAQs
Looking for answers to frequently asked questions?
Outages and safety
Outage preparedness
See “Outage preparedness” for tailored tips, safety checklists and what to expect during interruptions in different building types and neighbourhoods.
Outage preparedness
Some customers need electricity for their health. You can apply for "Critical Care" status if your health, or the health of someone living with you, would be at risk if your power was turned off.
How to sign up:
- Ask your doctor for a note. The note must say that turning off your power could be dangerous for your health or the health of your spouse or family members.
- Go to our "Contact us" page and attach the medical note.
What happens next:
- Critical Care status gives you a longer notice period of at least 60 days if your account is at risk of disconnection for non-payment, though please note that it does not protect your home from planned or unplanned power outages.
- Critical Care status is valid for two years. After that, you will need to submit updated medical documentation from your doctor if you still require this status on your account.