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
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.
From January 1 through February 22, 2021, the government of Ontario implemented a discounted RPP rate for residential and small business customers of 8.5 cents / kWh. This rate was in place regardless of whether your rate plan is Tiered or Time of Use.
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:
- The Arrears Payment Agreement 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.
- The Low-Income Energy Assistance Program that provides year-round emergency financial relief to eligible low-income customers.
- The Ontario Electricity Support Program that enables eligible low-income customers to receive a fixed monthly credit on their electricity bills.
- As of January 1, 2021, the government of Ontario will begin funding a portion of renewable energy contract costs, resulting in electricity cost relief
- As of January 1, 2021, the government of Ontario will begin recovering Global adjustment payments which were deferred between April and June 2020
In 2021, Class A and non-RPP Class B customers could see net savings of 11-12% on their bills as a result of these two initiatives (actual savings will depend on location and consumption).
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
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.
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 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.
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.
- 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.
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
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.
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.
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.
- 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
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.
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.
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.