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Payment Assistance
Back on track together

You're not alone. We're Here to Help.

If your payments are overdue, we can help you access support programs or flexible payment programs for individuals or families who need help paying their bills. 

  • Whether it’s for a short time or you’re facing an ongoing challenge, we can figure out a solution together to help you avoid late payment charges and potential disruption of service. 
  • It’s important to remember that you’re still in control. The small steps you choose to take today can put you back on course. 

You can contact us at 1-844-547-1542 or see below for ways we can help you to get back on track.

Tip Image

Visit our Tips & Resources page for helpful information on how to save energy and money, and download our Power to Save customer booklet.

Flexible Payment Arrangements

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If you need help paying off a large or past-due balance, a payment arrangement may be an option to consider. You can make smaller payment installments along with your regular bill to pay off the remaining arrears over several months.

Here's how it works
  • The amount owing on your bill will be split into equal payments to make it more manageable to pay your total bill.
  • Each month you will pay the regularly billed charges plus the monthly payment arrangement amount.
  • The number of installments will depend on the total amount due and/or the type of customer. 
     
     
  • This plan will appear on your monthly bill.

Who can apply online?

  • Residential and small business customers with total electricity or water charges less than $1,000 
  • Residential non-low-income customers with no prior payment arrangement within the last 24 months 
  • Residential low-income and small business customers with no prior payment arrangement within the last 12 months 
  • Note: Large commercial customers are not eligible for self-serve payment arrangements

How to Apply
  • Apply online:
    1. Check your eligibility:
      1. Select whether you have a Personal or Business account.
      2. Enter your name as it appears on your bill; your account number; and the phone number associated with your account.
      3. Click the Next button.
    2. Click the Next button to accept the payment arrangement details.
    3. Check the box beside “I agree to the Terms of Use” and click on the Enrol button.
    4. Your Payment Arrangement Details Summary will be displayed. Click OK.
  • Log in to My Alectra to apply:
    1. Go to Billing > Payment Arrangement to check your eligibility.
    2. If eligible, click the Request Payment Arrangement button.
    3. Click the Next button to accept the payment arrangement details.
    4. Check the box beside “I agree to the Terms of Use” and click the Enrol button.
    5. Your Payment Arrangement Details Summary will be displayed. Click OK.
  • Contact us: If you think you qualify for a payment arrangement, but are not eligible when using the online form, call Customer Service at 1-833-ALECTRA (1-833-253-2872).
What Happens Next

Once enrolled, you will receive an email confirmation followed by written notice advising of the terms of the Payment Arrangement, including your monthly installment amount.

If your account includes both electricity and water services, you will receive two written notices.

Make a Payment Arrangement

Low-income Energy Assistance Program (LEAP)

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Whether you rent or own your home, if you are struggling to pay your electricity bills, you may qualify for financial assistance to help pay your bills. 

Upon approval, a credit of up to $650 is added directly to your account to offset arrears ($780 for customers with electrically heated homes).

How to Apply

Step 1. Collect all your paperwork.

You will be asked to provide identification such as:

  • Current electricity and gas bills
  • Proof of lease or mortgage (e.g., rental contract, mortgage documents, landlord or government letter, etc.)
  • Proof of household income – cheque stub, employment letter, income tax return for adult members of household
  • A copy of your most recent bank statement

Step 2. Contact the Social Agency for your area. 

What Happens Next

Approval of your application may take up to two weeks.   
Once approved you will see the amount as a credit on your bill.

Alectra provides LEAP funding annually to support low-income customers who qualify through one of our local community support agencies.

Your LEAP agency may be able to assist you with accessing other low-income support programs.

Learn More

Ontario Electricity Support Program (OESP)

You may qualify for a reduction on your electricity bill. The Ontario Electricity Support Program (OESP) will reduce the cost of your household electricity by applying a monthly credit directly to your bill.

The credit amount will depend on how many people live in your home and your combined household income. For example, a home with four people and an annual after-tax income of $52,000 may be eligible for a credit of $51.00 per month.

How to Apply
  • In order to apply, the account holder for the electricity bill must live at the service address for the account.
  • All household members who live at the service address six months or more of the year must be listed on the application.

To fill out your application, you will need:

  • Your current Alectra Utilities bill
  • SIN numbers for tax-filing household members
What Happens Next

You can apply anytime, but the sooner you apply and are accepted, the sooner you will begin to see the credits. Once you have been approved, you will receive on-bill credits applied directly to your electricity bill.

New Alectra Utilities Customers: To avoid billing delays, register for the Ontario Energy Support Program only after receiving your first bill from Alectra. It may take one billing cycle for the OESP credit to apply.

Apply online at https://ontarioelectricitysupport.ca/ or call 1-855-831-8151 (toll-free in Ontario).

Click here to see if you Qualify for OESP

Eligible customers will receive on-bill credits for two years once approved.

Learn More

Equal Payment Plan

Take the guesswork out of paying your bills and avoid any major seasonal billing variations with equal payments.

Here's how it works
  • Equal monthly payments are based on your electricity usage history over the past 12 months.
  • An account reconciliation occurs on the 12th month based on actual usage. This results in either a balance or a credit for any difference on the bill.
  • A periodic review is done to ensure that the monthly payment amount accurately reflects your electricity consumption patterns and charges. You will be advised if a change to your monthly payment amount is required.

This can make budgeting easier for you if you experience higher bills at certain times of the year due to electric heating or air conditioning.

  • In My Alectra, select Equal Payment Plan on the Billing menu to enrol. 
  • Submit an online Equal Payment Plan form to see if you’re eligible and the amount of your monthly equal payment.

Energy Affordability Program

Make your home more energy efficient and lower your overall electricity bills with this no cost program providing energy-saving upgrades to income-eligible electricity consumers.  You may qualify to receive a free home energy needs assessment and/or a free energy-saving kit customized to meet your energy needs.

Do You Qualify?

The increased income eligibility threshold introduced in 2023 can offer support to a four-person household with a before-tax income of $84,872, or a couple with a before-tax income of $60,014. 

A more energy-efficient home means more comfort and more money in your wallet. To apply call 1-844-770-3148 or complete the online form at SaveonEnergy.ca/EAP.

211 Ontario®

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Contact 211 Ontario® to find out more about other support programs that you may qualify for.

For more information

211 is a confidential helpline answered by community organizations 24/7. They provide personalized assistance to help people find and connect with support services and programs available in their communities. The 211 helpline is available 24/7 in English and French, with interpreters in more than 150 languages.

Do you qualify for LEAP?

To receive this grant you must:

Residential

1. Be a residential customer of Alectra.

Family

2. Have a total household income below a certain limit. Those limits are laid out in the table below.

Total household after tax income and number of persons living in the home.
IncomeResidents
$38,000 or less1 or more
$38,001 - $54,0002 or more
$54,001 - $65,0003 or more
$65,001 - $71,0005 or more
Please note: Amounts shown are after tax. Income levels are set by the Ontario Energy Board, based on statistics from Statistics Canada.
Online Payment Arrangement Installment Criteria
 Residential
Residential
Low-income
Small Business 
Customer owes less than or equal to two months based on their average bill5 installments8 installments4 installments 
Customer owes more than two months but less than five months based on their average bill10 installments12 installments4 installments 
Customer owes more than five months based on their average bill10 installments16 installments4 installments 

NOTE: Low-income means enrolled in OESP and/or qualified for LEAP in past 12 months.

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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