FAQs

Go to MyAccount → Outage alerts (remove contact info). To unsubscribe to our text alerts, reply STOP to any message.

If two or more of your accounts are affected, you’ll receive one combined alert with a single ETR.

Yes. Subscribe via MyAccount → Outage alerts.

Ensure you have an active MyAccount profile. Existing users: enable SMS/text alerts. If you’re a new user, create a profile at account.hydroottawa.com/login before registering by text.

You’ll receive an automatic message with links to report outages, view updates or access safety tips. If you don’t get the message, visit our Outage Centre.

See “Outage preparedness” for tailored tips, safety checklists and what to expect during interruptions in different building types and neighbourhoods.

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.

See “Electrical safety at home” to learn about hazards at home, electrical appliances, home electrical systems, flooding, as well as safety around electrical equipment and crews at work.

See “Outdoor and power line safety” for helpful tips on overhead lines, transformers, tree trimming and planting, our crews at work, and more.

We trim trees to maintain a safe clearance from overhead lines and to keep our service reliable during storms, high winds and other extreme weather.

We maintain vegetation near primary overhead lines (only crews and approved contractors can work within three metres of an overhead powerline). Submit your tree trimming request online. 

Property owners are responsible for trees and vegetation around service wires (the line that feeds your home) and outside Hydro Ottawa’s clearance area. Our inspectors can provide you with a quote for any tree-trimming that is outside the 3 metre radius. We can also provide a quote to trim the vegetation around your service wire.

For trees on city-owned property, call 3-1-1.

Yes. We can arrange a temporary power outage, so your contractor can work safely. Submit a tree trimming request to schedule an inspection or a temporary disconnection.

For planned maintenance, you’ll receive advance notice (by phone or hand-delivered to your door). For emergencies/storm response, we may act without notice to restore power safely.

We won’t charge you if we trim within the three-metre clearance zone. Pruning outside this area is the homeowner’s responsibility, but we can provide a free quote. For trees on city property, call 3-1-1.

For routine maintenance, Hydro Ottawa’s contractors remove branches and debris. For storm damage or customer-requested work, debris removal and cleanup is the homeowner’s responsibility.

No. We don’t leave wood chips or tree branches on site.

No. But you can find qualified professionals via the International Society of Arboriculture (ISA).

Yes. We offer a Tree Planting Advice brochure to help you choose the right tree for the right place.

Most power quality issues come from inside the building (wiring or equipment). Work with a licensed electrician or electrical consultant to identify and correct issues. Regular maintenance helps prevent problems.

You may have a power quality problem if you notice lights flickering and dimming, computers restarting, equipment malfunctioning, breakers tripping or automated systems stopping unexpectedly. If you think you have a power quality problem, contact our customer service team at (613) 738-6400. We’ll investigate if the cause is on your premises or our system. For more information, see our Conditions of Service and our technical standard for voltage and power quality.

Stray voltage is a small electrical current that can exist between grounded surfaces. It can come from sources outside of your farm (distribution system; neutral-to-earth voltage varies with load, weather, season) and from the farm itself (faulty wiring, unbalanced loads, defective equipment, improper grounding). Other utilities (telephone, gas) can contribute.