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alectraNews Winter 2020
Vol. 4 Issue 3

Do you live in Guelph or Rockwood? Download the Guelph newsletter in PDF format.

Welcome to the Alectra Utilities customer newsletter: your source for timely and helpful electricity news that matters to you. Stay informed with short articles about Alectra services, new developments, support programs, electricity prices, energy conservation, safety tips, and much more.

CEAP and CEAP-SB eligibility requirements have changed

We are focused on delivering relief programs to help ease the financial burdens that families and businesses are facing. The COVID-19 Emergency Assistance Program (CEAP) and CEAP for Small Business provide one-time payments to residential and business customers who have had any electricity bill debt since March 17, 2020. Please note that the eligibility requirements have been relaxed; even if your previous application was rejected, you may now be eligible.

Visit AlectraUtilities.com/Payment-Assistance to access the CEAP applications and all other assistance programs to help you manage your electricity bills.

Our online forms make life easier

Looking for a form? Our list of forms at AlectraUtilities.com/Find-Form contains all the forms you need to request services. Fill out an online moving form to start, stop or transfer your electricity service. Set up pre-authorized payments and never miss a due date. Register for an equal payment plan to make budgeting easier. All you need is Internet access, a mobile device or computer, and your 10-digit Alectra Utilities account number. We can also mail, email or fax a form to you by contacting Customer Service at 1-833-ALECTRA.

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Last chance! If you have a fully-electric vehicle and live in a multi-unit residential building, there’s a good chance you will qualify for a subsidized EV charger through our AlectraDrive @Home pilot program. Hurry, registration closes January 29, 2021. Call 1-800-975-2434 or email us at AlectraDrive@AlectraUtilities.com.

Thank you for switching to paperless ebilling

We’d like to thank everyone who switched to paperless ebilling this year. This simple but impactful action allowed us to reach our goal of donating a total of $200,000 – 600,000 meals – to local food banks, supporting our communities during these difficult times.

You can still switch to paperless ebilling by following these easy steps:

  1. If you haven’t already, register for My Account at AlectraUtilities.com/MyAccountSignUp
  2. Say “Yes” to paperless ebilling.

All you need is your Alectra Utilities account number and your last payment amount. Thank you for your continued support.

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TOU customers now have a choice of pricing plans

If you’re a residential or small business customer who pays Time-of-Use (TOU) electricity prices, you can now choose to switch to Tiered prices anytime.

TOU: The price depends on when you use electricity. You can help manage your electricity costs by shifting your usage to lower price periods when possible.

Tiered: With Tiered pricing, you can use a certain amount of electricity each month at a lower price. Once that limit is exceeded, a higher price applies.

If you want to continue paying TOU prices, no action is required. To help customers who may be considering a switch from TOU to Tiered pricing, the Ontario Energy Board has a new bill calculator at oeb.ca/calculator.

Winter 2020 TOU and Tiered pricing charts

Find more information on Time-of-Use Pricing or Tiered Pricing to help you make an informed choice.

Visit AlectraUtilities.com/CustomerChoice to learn more about your pricing options and find answers to frequently asked questions.

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Alectra’s 2019 Scorecard has been released. Annual scorecards provide our customers with information about the utility’s performance, which is measured in four key areas: customer focus, operational effectiveness, public policy responsiveness, and financial performance. Please visit AlectraUtilities.com/Regulatory-Affairs for more information.

NEW: My Account security enhancements

Alectra Utilities is committed to keeping your personal and account information secure. We utilize layers of security safeguards to ensure it is well protected. New for all My Account users, you will now receive an email notification each time you make a change to your profile, including your email address, password, forgot password challenge question and answer, and paperless ebilling preference.

We’re pleased to now provide two-factor authentication, an optional, added layer of security to enhance our safeguards when you’re using My Account. To learn more and get started, log in to My Account at AlectraUtilities.com/MyAccountLogin, go to My Profile and click on the Two factor Authentication tab.

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’Tis the season for safe holiday lighting

Keep these electrical safety tips in mind when decorating for the holidays:

  • Read package instructions for indoor or outdoor rating of lights and extension cords, and check for a recognized certification mark.
  • Look up for overhead power lines and keep your ladder at least three metres away when stringing lights outside.
  • Use indoor and outdoor timers to turn off lights at bedtime or when you’re away.
  • Discard anything with cracked bulb holders or exposed wires, and put decorations away after the holidays to prevent damage.

For more tips, visit ESAsafe.com/HolidaySafety. Have a safe and happy holiday season!

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Questions about your Alectra account, or how to set up a flexible payment plan? Contact us at AlectraUtilities.com/AskUs

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Follow @AlectraNews on Twitter for power outage updates in your area, company news, safety and conservation tips, and more.

Questions, Comments, Feedback

Do you have a topic you'd like us to cover? Send us your suggestions and feedback by getting in touch. 

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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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