FAQs

Report it to us immediately by calling (613) 738-6400. Do not attempt to make repairs yourself.

We restore the road right-of-way (the area outside the property line) to roadway standards. Property owners are responsible for repairing decorative paving, sod, landscaping, etc. Some work may require the City of Ottawa’s approval (see Conditions of Service, Section 3.0.8 for more details)

Depending on the scope of your project, you may need severance/variance approvals and related permits/clearances. See “Approvals, permits and clearances” for details organized by customer type (Residential/Business/Contractor).

Although every claim and policy is different, we recommend contacting your insurance agent or broker to find out if you are covered for the damage. There may be benefits to submitting a claim through your personal insurance:

• Hydro Ottawa is only liable to compensate you for the actual cash value (depreciated value) of your loss whereas your insurance policy may provide you with compensation to replace damaged items with new items.
• If you file a claim through your insurance company, they may elect to submit a damage claim against Hydro Ottawa on your behalf to recover some of the funds that they covered. If your insurance company’s claim against Hydro Ottawa is successful, they may reimburse your deductible.

Do not throw away any damaged items until a decision has been made on your claim.

Although we understand that some equipment may require immediate repair or replacement, it is important for you to understand that if you must proceed with the repair or replacement prior to the adjuster’s determination, you are doing so at your own risk. Whether these costs are covered depends on the decision of the adjuster.

Hydro Ottawa will independently review your claim based on Hydro Ottawa’s Conditions of Service, which states that:

• Hydro Ottawa does not guarantee a constant power supply or give assurance that voltages and frequency will be unvaried. Furthermore, Hydro Ottawa shall not be liable for damages to the Customer’s or Consumer’s equipment by reason of any failure in respect thereof.
• Hydro Ottawa is not responsible for any loss of profits or revenues, business interruption losses, loss of contract or loss of goodwill, or for any indirect, consequential, incidental or special damages, including but not limited to punitive or exemplary damages.

Hydro Ottawa is typically not liable for damage caused by:

• Severe weather, flood, fire, lightning, or other forces of nature
• Animal contact (i.e. squirrels, birds)
• Unforeseen or unexpected equipment failure
• Damage to our equipment by other individuals or groups
• Motor vehicle or other accidents involving utility poles

No. Under the terms of our agreement with MEARIE, the adjuster must make any and all determinations related to your claim. We cannot advise you of the anticipated outcome of your claim.

It typically takes 60 days to review an individual claim. Once we receive your Damages Claim Form and supporting information/documentation, we begin an investigation to determine the cause of the incident. As every claim is unique, the time to investigate a particular claim can vary.

Once our investigation is complete, Hydro Ottawa formalizes the claim on your behalf and forwards a copy of your claim along with a copy of our investigation report to the General Liability Claims Administration Unit at MEARIE.

MEARIE specializes in handling claims for electricity distribution companies such as Hydro Ottawa. A MEARIE adjuster will review your claim and contact you directly if clarification or further information is required. You will receive written correspondence advising you as to the outcome of your claim directly from the MEARIE group.

Each claim receives full consideration and is evaluated on an individual basis. Settlements are based on the presence or absence of legal liability.

Hydro Ottawa acknowledges receipt of all Claim for Damages forms. Contact information will be provided to you at this time. Once your claim has been forwarded to the adjuster, all inquiries must be addressed to MEARIE.

Hire a licensed electrical contractor (verify their ESA licensing and permit). For tree work near lines, consult certified ISA arborists.