Alectra Utilities scaling up operations, maintaining focus on employee and customer safety

Beginning on October 10, 2020, the Ontario government will be providing relief to qualifying businesses in Toronto, Ottawa, and Peel Region (including Mississauga and Brampton) by covering their hydro bills through at least November 6, 2020. Details on how eligible businesses will be reimbursed are expected to be provided by the government in the coming days. Alectra will be happy to assist customers if verification of amounts is required.

As the coronavirus (COVID-19) pandemic continues to evolve, Alectra is taking active measures to support customers and protect its employees and the public. Alectra’s Emergency Operations Centre continues to work closely with the province and our municipal partners on safely resuming operations. Alectra’s field operations have resumed normal service. We appreciate your patience and understanding as wait times over the summer may be longer than normal. Our offices continue to be closed to visitors, and most non-essential employees continue to work from home.

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COVID-19 Recovery Rate for time-of-use customers

The Government of Ontario has implemented a COVID-19 Recovery Rate. From June 1 to October 31, 2020, households, farms and small businesses who pay time-of-use electricity rates will be charged 12.8¢/kWh around the clock.

Answering your calls might take a little longer than normal. Thank you for your patience.

We continue to support our residential customers by suspending disconnections, however we ask that if you are in arrears you contact us to make payment arrangements.

Alectra had previously waived all late payment charges for past due accounts to ease pressure on residential and business customers, while offering multiple support programs for those experiencing financial hardships. Those support programs remain in place to assist customers who are experiencing difficulties.

The utility will once again apply a late payment charge effective September 1, 2020* for past due electricity and water* accounts. Late Payment Charges will not be retroactive and will apply only to amounts owing as of September 1, 2020* and beyond.

Business customers will be subject to disconnection notices for non-payment, as an absolute last resort. Customers who work with Alectra to establish a bill payment plan will not be subject to service disconnection due to arrears. Alectra remains committed to providing flexible payment terms.

*This applies to water and wastewater charges for customers in Hamilton, Markham and Vaughan. For Alectra Utilities (formerly Guelph Hydro) customers, late payment charges on water accounts resumed on August 1, 2020.