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Late Payment & Disconnections

Service disconnections are avoidable – we are here to help with payment plans and support programs.

Late payments

To avoid late payment charges, payments must reach the offices of Alectra Utilities by the due date. For payments not received by the due date, a late payment charge of 1.5% per month (compounded to 19.56% annually) will be applied to the past due balance. 

Difficulty paying your bill?

For households and businesses that are having difficulties paying their bills, we’re here to help. Alectra Utilities has payment plans that can assist customers with keeping their accounts up-to-date. Our Credit and Collections Department staff work very hard with customers to come up with payment plans that take into consideration people's personal circumstances. Disconnecting a customer’s electricity service for non-payment is a decision Alectra Utilities takes only as a last resort. 

Alectra Utilities provides at least 14 days notice of scheduled service disconnections to provide you with an opportunity to contact us to make a payment arrangement. We will also call you to remind you of any outstanding payments owed. Please make sure we have your current contact information by contacting our Credit and Collections department. 

If you have been asked to send in a proof of payment to the Customer Care team, please use our General Inquiry form to submit your proof of payment.

View our Payment Assistance page for information about programs that are available to assist customers. 

Reasons for disconnection:

Alectra Utilities reserves the right to disconnect the supply of electrical energy for causes including, but not limited to:

  • Overdue amounts payable for the delivery of electricity; 
  • Electrical hazardous conditions; 
  • Electrical disturbance propagation caused by customer equipment that is not corrected in a timely fashion; 
  • Non-authorized use of energy;
  • Adverse effect on the reliability and safety of the distribution system; 
  • Imposition of an unsafe worker situation beyond normal risks inherent in the operation of the distribution system; 
  • A material decrease in the efficiency of the distributor's distribution system; 
  • A materially adverse effect on the quality of distribution services received by an existing connection; 
  • Inability of the distributor to perform planned inspections and maintenance; 
  • Failure of the Customer to comply with a directive of Alectra Utilities made for purposes of meeting its license obligations; or 
  • Any other conditions identified in our Conditions of Service document. 

Alectra Utilities may disconnect the supply of electricity to a customer without notice in accordance with a court order, or for emergency, safety or system reliability reasons. 

Rights & responsibilities of electricity consumers

As a residential consumer of electricity in Ontario, you have both rights and responsibilities. Electricity companies must respect your rights while you must fulfil your responsibilities. The Ontario Energy Board (OEB) ensures that your rights are respected. Read the OEB Consumer Charter. 

More information about the rules for electric utilities and the rules for electricity consumers is available on the OEB website.

 

Alectra logo

High call volumes due to Canada Post strike

Due to higher than normal call volumes, Customer Service wait times are longer than usual. For faster service, we recommend using My Alectra to get your account balance and due date.

Why use My Alectra?

  • Access your account information 24/7
  • View your account balance, payment history, and bills
  • Sign up for ebilling to avoid missing payments and late charges

How to sign up for ebilling:

  1. Opt in to paperless billing when you register for My Alectra. You'll need your account number, name as it appears on your bill, and the phone number associated with your account. Contact Customer Care at 1-833-ALECTRA (1-833-253-2872) if you need assistance.
  2. Already registered? Log in to My Alectra. Go to Account > Account Information, and click Enrol under Paperless Billing.

You'll receive an email notification when your next bill is ready to view securely online.

Quick Tip: Get your account balance quickly and easily:

Use our self-serve options when you call 1-833-ALECTRA. Simply press 2, then 1, and follow the prompts to enter your account number and street number. No need to wait on hold. You'll hear the amount and date of your last payment, the current bill amount, and the due date. If you made a payment today, your balance will be updated within 48-72 hours.

Follow these steps to log in to My Alectra:

  1. Recover your username: Click the "forgot username" link on the My Alectra login page and enter the email address you used to register. You'll receive an email from NoReply@AlectraUtilities.com with instructions.
  2. Reset your password: Click the "forgot password" link on the My Alectra login page and enter the username you received in Step 1. You'll receive an email with instructions to reset your password. Use your username and new password to log in.

Need Additional Support? Complete our online form for help with billing, account balance inquiries, proof of payment submissions, and more.

Take Control of Your Account Today: Log in to My Alectra or call us at 1-833-ALECTRA to get started.

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