FAQs

Report an outage via our website (login required), mobile app, by texting “OUT” to PWROUT (797688), or by calling our 24/7 outage line (613) 738-0188. If you see a downed power line, stay at least 10 metres (33 feet or the length of a school bus) away, call 911, and notify us immediately.

Use the outage map (updates every 15 minutes) to see when an outage started, how many customers it has affected, the estimated time of restoration, and cause (if known). 

If there are multiple outages in an area, you will see a multi-coloured icon with a number inside it. By clicking on this icon, you will see a breakdown of individual outages.

It’s a scheduled power interruption so crews can safely complete maintenance or upgrades. Notices (email, text, automated call) are for information only - our crews will never request payment or offer refunds.

Use the magnifying glass to search by address. Zoom into your neighbourhood and bookmark “home” or “work.” Use the icons on the map to switch between road, satellite and hybrid views.

If an outage just started, it may take a few minutes to appear on the outage map. That said, please report it, so we can confirm the details.

The following crew statuses indicate where your outage is in the restoration process:

• Under investigation: This can mean either a) a crew hasn’t been assigned to this outage yet as we are prioritizing other restoration work, or b) it is under investigation to assess the damage and evaluate which resources are required. Please continue to check back. 
• Crew assigned: A crew has been assigned to the area and the outage is on their list to address next.
• Work in progress: A crew is actively working to restore the outage.
• Changed from crew assigned to under investigation/pending assignment: This may happen if additional damage is found and different equipment, more resources or safety permits are required, or the crew has to wait until the site is safe to access. Above all, public and personal safety are the priority for our crews.

Estimated restoration times (ETRs) are based on early reports and can change after crews assess damage. Weather, access and safety conditions affect duration. ETRs are estimates, not guarantees.

We prioritize restoration efforts according to health and safety risks, impacts to our infrastructure, essential services and population density. See “Power restoration process” for more information.

Outages are frequently caused by the weather (wind, lightning, ice), equipment failure, vehicle accidents, wildlife contact and tree interference. We track all outage causes to improve reliability and storm-hardening work.