Helping customers and offering assistance
Recognizing the economic uncertainty for Ottawa residents associated with the current COVID-19 outbreak, Hydro Ottawa is taking measures to help customers:
- On March 19, 2020, the Ontario Energy Board announced that effective immediately the provincial winter disconnection ban for residential customers, scheduled to end on April 30, 2020, is to be extended by an additional three months (July 31, 2020)
- The OEB is also extending the disconnection ban to include all other low-volume customers, such as small business customers for reason of non-payment until July 31, 2020.
- As of March 18, 2020, Hydro Ottawa has made the decision to include all commercial customers in the disconnection ban.
- Customers may request flexible payment plans in order to allow more time to pay outstanding balances on their account, if needed. Contact us to discuss payment options.
- Online: hydroottawa.com/contact
- Phone: 613-738-6400
(Weekdays from 8 a.m. and 8 p.m. (excluding statutory holidays.)
Note: We are experiencing an increased amount of customer inquiries. Therefore you may have a longer wait time than usual on our telephone lines.
To protect our call centre personnel during the COVID-19 pandemic, we have temporarily reduced our business hours. Please note that our call centre will be closed every Saturday, until further notice. You can reach us by phone Monday to Friday, 8 a.m. to 8 p.m. or online at hydroottawa.com/contact.
We encourage you to continue using our online services that are available 24 hours a day, seven days a week, by visiting hydroottawa.com/MyAccount.
We remain committed to delivering reliable services during these uncertain times, and thank you in advance for your understanding.
- Financial assistance programs, including emergency relief, are available to residential customers.
- The Low-Income Energy Assistance Program (LEAP), which provides emergency financial relief to eligible low-income customers to avoid having their service disconnected.
- The Ontario Electricity Support Program (OESP), which enables eligible low-income customers to receive a fixed monthly credit on their electricity bills.
Temporary changes to Time-of-Use rates
On March 24, 2020, the provincial government announced a temporary 45-day emergency relief to support Ontarians impacted by the global COVID-19 outbreak. Please note that as of March 24, 2020, households, farms and small business who pay Time-of-Use electricity rates will pay the lowest rate or off-peak rate (10.1 cents/kWh) 24 hours a day, seven days a week.
For more information, please refer to the Ontario Energy Board TOU electricity rates page.
Keeping you informed
We continue to monitor the situation closely and will implement new measures as the situation progresses.