Alectra’s COVID-19 Response FAQs

Frequently Asked Questions – Alectra response to COVID-19

What measures has Alectra taken to protect employees and the public?
  • We are following the direction of health authorities to ensure that our practices are aligned with the latest recommendations and we have put protocols in place to minimize the risk for our employees and the public. To ensure the safety of our customers:
    • We are no longer accepting visitors at our service and office locations
    • Drop boxes at all locations have been closed
  • For employees, we have:
    • Restricted business travel and cancelled all in-person meetings
    • Distributed disinfectant wipes and hand sanitizer to all workstations and employees
    • Provided educational resources and awareness of safety practices about the virus
    • Advised employees to stay home if they are unwell
    • Placed a mandatory 14-day self-quarantine on any employee that travelled outside the province
    • Enabled all staff to work remotely wherever possible
Will this issue affect my hydro service?
  • No, you will not experience a change in your service.
  • We prepare year-round for the unexpected and have initiated detailed pandemic plans to ensure the health, safety and physical well-being of our customers and employees.
  • We are equipped to deliver the uninterrupted, reliable service that our customers are accustomed to.
Are you closing any of your locations?
  • To help prevent the spread of the virus we are no longer accepting visitors at our service and office locations.
  • As a precaution, Alectra’s Jane Street office in Vaughan has been closed to avoid interaction with patients at a medical clinic located in the same building
Will customers be disconnected?
  • No. We recognize the economic uncertainty for customers across the Greater Golden Horseshoe Area associated with the COVID-19 outbreak, and we are committed to working with customers to provide flexible payment terms during this time of uncertainty.
  • We will be extending the winter ban on disconnections until the pandemic is under control.
What kinds of financial assistance or payment plans is Alectra offering at this time?
  • We currently offer support programs and flexible payment programs for those that require assistance paying their electricity bills. If you are in need of financial assistance and would like more information, follow this link
  • Or call 1-833-ALECTRA. Please note that due to higher than normal call volumes wait times may be longer than usual.
Will Time of Use pricing be suspended during this period?
  • Time of Use (TOU) rates are set and controlled by the Ontario Energy Board – our regulator, and an agency of Ontario’s ministry of energy. We are working closely with the government on options for relief and will have more information to share in the coming days.