FAQs – Frequently Asked Questions

Below are the answers to our most commonly asked questions. You will find Choose your rate option FAQ's and COVID-19 FAQ's organized into their respective sections below.

Alectra response to COVID-19

Does Alectra have a Vaccine Policy?

On November 1, 2021, we implemented a vaccine policy for Alectra employees that has been approved by our Board of Directors. In addition, Alectra has developed a visitor, contractor and vendor vaccination policy that will protect our employees and anyone who enters our facilities. As of November 12, 2021, Alectra will require all clients, suppliers, vendors, contractors, and all other visitors to provide satisfactory proof of COVID-19 vaccination prior to their entry into Alectra facilities.

Does Alectra have any programs to help me? My account is overdue and I’m having difficulty catching up.

If your account is in arrears, please contact us at 1-833-ALECTRA to talk about payment plans. We offer flexible payment arrangements and have a range of programs and payment options including:

What support is available for businesses?

New January 18, 2022 - Ontario Business Costs Rebate Program

The government of Ontario launched the new Ontario Business Costs Rebate Program to support businesses that are most impacted by public health measures in response to the Omicron variant. Eligible businesses that are required to close or reduce capacity will receive rebate payments for a portion of the energy costs they incur while subject to these measures.

Eligible businesses required to reduce capacity to 50 per cent, such as smaller retail stores, will receive a rebate payment equivalent to 50 per cent of their costs, while businesses required to close for indoor activities, such as restaurants and gyms, will receive a rebate payment equivalent to 100 per cent of their costs.

Online applications for this program are now open here. Payments to eligible businesses are retroactive to December 19, 2021. Businesses will be required to submit energy bills as part of the application process. If you have questions about the Ontario Business Costs Rebate Program, call 1-866-668-8297 (1-866-ONT-TAXS).

Will Alectra waive my late payment charge?

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.

While Alectra has suspended disconnections for residential customers, the utility will once again apply a late payment charge effective September 1, 2020* for past due electricity and water* accounts. Late Payment Charges are not retroactive and apply only to amounts owing as of September 1, 2020* and beyond.

*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

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

Alectra has suspended disconnections for residential customers, however we ask that if you are in arrears you contact us at 1-833-ALECTRA to make payment arrangements. We will work with customers to provide flexible payment arrangements and we encourage residential customers experiencing payment difficulties to also seek support through the COVID-19 Energy Support Program, the Low Income Energy Assistance Program and the Ontario Electricity Support Program.

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.

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.
  • Customers in Guelph and Rockwood, please call 519-822-1750 and select option 5 for the Credit & Collections department.
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, and most non-essential employees continue to work remotely.

What measures has Alectra taken to protect employees and the public?
  • Alectra’s Emergency Operations Centre remains active, and we are working closely with the province and municipal partners.
  • Alectra is maintaining call centre services to handle customer moving and payment inquiries, as well as full emergency power restoration capabilities to respond to storms and other events.
  • 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.
What is Alectra doing to help its communities’ health care professionals?

On April 7th, Alectra provided 16,800 N95 particulate respirator masks to hospitals across its service territory to help address shortages resulting from the COVID-19 pandemic. N95 masks were distributed to:

  • Royal Victoria Regional Health Centre (Barrie) 
  • Guelph General Hospital (Guelph) 
  • Hamilton Health Sciences (Hamilton) 
  • Markham-Stouffville-Hospital (Markham) 
  • Trillium Health Partners (Mississauga) 
  • Greater Niagara General Hospital (St. Catharines) 
  • Mackenzie Health (Vaughan) 

Choose Your Rate Option FAQ's

I switched rates – when will my new rate take effect?

Don’t be alarmed if your next bill doesn’t show your new rate option. We will do our best to process the change for the beginning of your next billing period. This means your rate will change within 30 days and all electricity used after this date will be charged at the new rate. You will see this on the following month’s bill.

What’s the difference between Time-of-Use and Tiered prices?

Time-of-Use Pricing reflects the cost of producing electricity at different times of day based on demand. It has three periods: on-peak, when energy demand and cost is high, mid-peak, when energy demand and cost is moderate, and off-peak, when energy demand and cost is low.

Time-of-Use Pricing ultimately gives you more control over your electricity bill. By adjusting your usage habits, Time-of-Use pricing enables you to save money during hours when electricity is more expensive.

Tiered Pricing is one price for usage based on a threshold amount and a higher price for usage over that threshold.

  • The threshold for residential consumers changes twice a year on a seasonal basis; to 600 kilowatt-hours per month during the summer season (May 1 to October 31) and to 1,000 kilowatt-hours per month during the winter season (November 1 to April 30).
  • The threshold for non-residential consumers is 750 kilowatt-hours per month.

Time-of-Use and Tiered Prices are set by the Ontario Energy Board.

I like Time-of-Use and don’t want to switch my pricing option. Do I have to do anything?

No, if you choose to stay on Time-of-Use Pricing, you don’t have to let us know. It’s our default pricing option. 

When do I have to tell Alectra I want to switch rate plans? Is there a deadline?
  • You can let us know any time. After you submit a request, we will make every effort to apply your selection to your next electricity statement. If the current month's bill is already in process it will be applied on the following bill.
  • More than one Rate Option Selection cannot be processed in one monthly billing cycle
What if I change my mind? Am I locked into a price plan?

No, you’re not locked into a price plan. You can switch between Time-of-Use and Tiered Pricing at any time, however, more than one Rate Option Selection cannot be processed in one monthly billing cycle.

I have a Retail Energy Contract. Can I switch my rate option?

No, if you have signed a contract with an energy retailer for your electricity supply, you have agreed to purchase electricity at a fixed price for a set period of time. If you return to the Regulated Price Plan when your contract ends, you will have the option to switch your rate.

I’m a new customer. How do I choose a rate option?

If you are a new customer, your default rate plan will be Time-of-Use unless you select Tiered Pricing when you tell us you’re moving. Use our online form to let us know you’re moving and your Rate Option selection

I’m a landlord. How do I choose a rate option?

A landlord or property manager with an existing Landlord Transfer Agreement can now chose Time-of-Use or Tiered Rate Options when a tenant moves out and the landlord assumes responsibility for the electricity account.  Click here to access the Landlord Agreement & Rate Option form.

Is your location?