Contact Us

Call centre alert: High volume of calls may increase your wait times. 

Our call centre employees are working from home to help slow and prevent the spread of COVID-19. 

Please refer to the links below for immediate online assistance.

FAQs - Frequently Asked Questions

Can Alectra waive my late payment charge?

Alectra is offering flexible payment terms and will continue working with our customers to establish payment arrangements that help meet their needs. If you are having difficulty paying your bill, we also have financial assistance programs available to help.

Alectra is still applying late payment charges to overdue accounts, however, we’ll continue to work with the Provincial Government and others to explore options to support our customers during these difficult times.

Can I use my security deposit to pay my bill?

We do not collect security deposits on residential accounts.

For small businesses, Alectra is refunding security deposits for qualified customers who have achieved 3-years of good payment history. Contact us at 1-833-ALECTRA to discuss your security deposit.

Does Alectra have any programs to help me?

We understand that sometimes it is hard to make ends meet. This is why Alectra and the Ontario Energy Board offer a variety of programs to help customers pay their electricity bills.

Alectra has a range of payment options that include:

Arrears Payment Agreement - This payment plan is available to eligible residential and small business customers who are unable to pay their electricity bill. These agreements give customers more time to pay outstanding balances.

Longer Arrears Payment Agreements are available to eligible low-income customers who are unable to pay their electricity bills.

Equal Monthly Payment Plan - This payment plan spreads electricity payments evenly over a 12month period. This agreement helps customers with budgeting, as equalized bills don’t rise or fall suddenly even if electricity usage does. To ensure the accuracy of the Equal Monthly Payment Plan, accounts are reviewed several times a year.

A number of residential financial assistance programs are available that include:

Will I get disconnected? I have no source of income.

No. We have extended the provincially mandated moratorium on residential disconnection for non-payment until July 31, 2020. We will work with customers to provide flexible payment arrangements and we encourage residential customers experiencing payment difficulties to also seek support through the Low Income Energy Assistance Program and the Ontario Electricity Support Program.

Can I defer my payment for a few months?

We recognize the economic uncertainty for customers across our service territories associated with the COVID-19 outbreak, and we are committed to working with our customers to provide flexible payment terms during this time of uncertainty.

We encourage residential customers experiencing payment difficulties to also seek support through the Low Income Energy Assistance Program and the Ontario Electricity Support Program.

I am a small business owner trying to pay my employees. Can I negotiate a payment plan?

We recognize the economic uncertainty for customers across our service territories associated with the COVID-19 outbreak, and we are committed to working with customers to provide flexible payment terms during this time of uncertainty.

Contact us at 1-833-ALECTRA to talk about payment arrangements.

I heard customer electricity bills may be cancelled per the government. Is this true?

No. The Government of Ontario recently issued an Emergency Order under the Emergency Management and Civil Protection Act, announcing that effective March 24, 2020, residential and small business customers on time-of-use (TOU) pricing will pay 10.1 ¢/kWh no matter what time of day the electricity is consumed. The Government has indicated that it intends to keep the 10.1 ¢/kWh pricing in place for 45 days.

The 10.1 ¢/kWh pricing applies automatically – no customer action is required.

How can I stop my Pre-authorized Payment as I may not be able to pay my bill?

If you need to stop your Pre-authorized Payment immediately, please contact us at 1-833-ALECTRA.

Will Time of Use be suspended during this period?

The Government of Ontario recently issued an Emergency Order under the Emergency Management and Civil Protection Act, announcing that effective March 24, 2020, residential and small business customers on time-of-use (TOU) pricing will pay 10.1 ¢/kWh no matter what time of day the electricity is consumed. The Government has indicated that it intends to keep the 10.1 ¢/kWh pricing in place for 45 days.

The 10.1 ¢/kWh pricing applies automatically – no customer action is required.

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Alectra Utilities no longer accepts in-person payments.
We offer many convenient options to pay your bill including by postal mail to:

Alectra Utilities 
PO Box 3700,
Concord, ON  L4K 5N2

*You must include the bottom portion of your Alectra Utilities bill with your payment if sending it by postal mail.

Corporate Offices

Alectra Inc. 

2185 Derry Road West, Mississauga, Ontario L5N 7A6

Alectra Utilities Corporation

55 John Street North, Hamilton, Ontario L8R 3M8

Alectra Energy Solutions

161 Cityview Boulevard, Vaughan, Ontario L4H 0A9

Green Energy and Technology Centre (GRE&T Centre)

395 Southgate Dr, Guelph, ON N1G 4Y1

Contact Numbers

Call: 1-833-ALECTRA (1-833-253-2872)
  1. Outages and power supply issues 24/7/365
  2. Customer Service (Monday – Friday, 8:30 – 4:30)
  3. By extension or employee directory
Online: 
Guelph & Rockwood: 

Visit Guelph Website

Call or Click Before You Dig (24/7):

1-800-400-2255
www.OntarioOneCall.ca