Frequently Asked Questions



I received a message about a planned power interruption. What does this mean?

You may receive an email and/or a text/SMS from Hydro Ottawa regarding planned power interruptions scheduled for your address (service address). Automated telephone calls will continue for some customers.  

Notifications are sent to the telephone number and email address that we have on file for your account. They will only be sent when a power interruption is scheduled for your service address.

These messages do not demand payment or offer a refund.

These notifications are for informational purposes only. Please do not reply to these notifications, replies are not monitored. 

If you have any questions, contact us for assistance.

How do I report a power outage, or find details about an ongoing power outage?

To report a power outage, call our 24/7 outage line at 613-738-0188 or submit your report online (login required).

Information on current outages is available online and through the Hydro Ottawa App.

If you spot a downed power line, keep a distance of at least 10 meters (33 feet or the length of a school bus), call 911, and report the damage to Hydro Ottawa.

How can I update my billing address?

To update your billing (mailing) address without changing your service address, please contact a Customer Service representative online or by telephone at 613-738-6400. You can also do it via your MyAccount.

Do I qualify for the Ontario Electricity Rebate?

On November 1, 2019, the Ontario government introduced the Ontario Electricity Rebate (OER) under the Ontario Rebate for Electricity Consumers Act, 2016. Effective November 1, 2021, the Ontario Electricity Rebate reduces the pre-HST costs on customers’ bills by 17.0%.

Low-volume consumers with a monthly demand less than 50kW or consumption less than 250,000 kWh are automatically eligible.

Farms, long-term care homes and some multi-unit complexes may be eligible for the OER. These customers must complete and submit the  OER self-declaration form to Hydro Ottawa.

There used to be an online account feature called ‘Predict My Bill’. Is it still available?
Yes, the ‘Predict My Bill’ feature is still available through your online account under Billing.
Where can I find my bill online?

Your bill is available through your online account. If you don't have one yet, registration is easy – it takes just a few minutes.

How do I sign-up for equal monthly billing?

You can register for equal monthly billing by enrolling in our Equal Monthly Payment Plan.

The Equal Monthly Payment Plan (EMPP) is available with and without Pre-Authorized Payment (PAP) withdrawals.

Once you have enrolled, your equal monthly payment will be due or automatically withdrawn from your bank account on the due date indicated on your bill. If you require a fixed due date or payment withdrawal date, you may request the fifth of every month.

You can register for EMPP online. In order to register, log in to MyAccount. If you don’t have an online account, create one today. All you need is a valid email address. Log in or register for MyAccount and select “Register for a Payment Plan”.

Some conditions apply. More information about this payment plan is available here.

How do I report a payment?

To report a Hydro Ottawa electricity bill payment, contact us by telephone at 613 738-6400 or by email.

If you wish to report a service invoice or layout payment, contact us by email at [email protected] with your name, 20 digit Reference Number and payment amount.

Can a credit balance be refunded?

Credit balances may be refunded by cheque.

If you have closed an account with a credit balance, a refund will automatically be issued 21 business days after we prepare your final bill. A cheque will be sent by mail to the billing address or the forwarding address listed on your account.

Balances of less than $5.00 will not be returned by mail.

Hydro Ottawa may transfer the credit to another active account under the same name.

I am in the process of preparing my yearly tax return. How can I get copies of my electricity bills from last year?

Billing and usage data is available through your online account, free of charge, for up to two years’ worth of data. Hydro Ottawa is able to send bill copies, or other financial reports. There is a fee, however, to prepare and send these documents.

Why is my last payment not appearing through my online account?

Your online account is updated as payments are received. Payments may take up to five business days to be applied, depending on the method of payment.

What happens if there isn’t enough money in my account to cover my PAP withdrawal?

If a pre-authorized payment is returned due to non-sufficient funds (NSF), a Returned Payment *Charge plus any bank charges will be applied to your account. These charges will be withdrawn on your subsequent due date, at the same time as your monthly payment.

If you cannot pay the balance owing, your payment plan will be suspended until your account is up to date.

If you need help paying your bill, financial assistance programs are available. Give us a call and we’ll find one that works for you. 

*Please refer to our “Other Charges” page for a list of charges and fees that may appear on your Hydro Ottawa bill.

I’d like my bill payment to be automatically deducted from my bank account. How can I make this happen?

You can register for Pre-Authorized Payment (PAP) online. You will first need to set up an online account.

If you don’t have an online account, create one today. All you need is a valid email address. Log in or register for MyAccount and select “Register for a Payment Plan”.

If you experience a problem, contact us

Can I make a payment in person at your office?

Hydro Ottawa does not accept payments in person. We do, however, offer many other options to allow you to make simple, on-time payments.

If your account is at risk of disconnection, please submit your payment at a financial institution, and forward the receipt (proof of payment) by email to [email protected].

Does Hydro Ottawa offer an automated Credit Card payment option?

Hydro Ottawa offers automated payment plans where the amount due is automatically withdrawn from your bank account on the due date. While credit card payments are an accepted payment method, they are a one-time payment option at this time.

How do I pay my bill?

Hydro Ottawa offers many different options to allow you to make simple, on-time payments. Choose the method that’s most convenient for you.

Why am I not receiving my online bill notifications?

First, ensure that you are enrolled in online billing by navigating to the Billing section of your online account.

Most of the time, your online bill notification (email) has been accepted by your service provider. Problems with delivery are most often associated with spam/junk mail settings as well as internet security and anti-virus applications. How your email, internet security or anti-virus applications are configured may determine if your online bill notification can be successfully delivered.

To correct this, we recommend adding to your 'Safe List'.

If you have recently changed or modified your email address, but did not update your online profile:

  • Sign in to your online account;
  • Once logged in, click Profile;
  • Update your email address and click Update.
I have a lot of accounts I would like to enroll in online billing. Is there an easy way to do this other than registering each account individually?

An upload account tool is available that allows you to add multiple accounts simultaneously. Simply click "More than 5 accounts?" and you will be presented with a file upload dialog. The file you upload must be a plain-text file and must include one account per line. Each line must contain the account number, followed by an amount due from a previous bill, and finally by a 'Y' to indicate that you'd like to register the account for online billing, or an 'N' if you wish to simply add the account to your profile in order to access your consumption and billing history. Each value should be separated by a vertical line.

Is the online bill exactly like my paper bill?

Yes, with one exception. You cannot print out your bill and take it to your financial institution or mail it to Hydro Ottawa for payment.

What software do I need to see my online bill?

You can access your online bill from any web browser that supports 128 bit encryption.

  • Google Chrome (recommended)
  • Microsoft Internet Explorer 11+ or Edge
  • Mozilla Firefox
  • Apple Safari

To check the encryption level on your browser, click 'Help', 'About', and it will be listed.

Will I continue to receive a paper bill in the mail?

No. Once you have registered for online billing, you’ll receive an email notification when your next bill is available. You will, however, be able to print or save your online bill at your convenience.

How do I cancel my online billing registration?

If you would like to cancel your online billing registration, contact us by telephone at 613 738-6400. A Customer Service representative will assist you.

How do I sign up for online billing?

Registration takes just a few minutes. First you need to create an online account. Once this is complete, all you need is a valid email address.

Register for an online account

What is online billing?

Online billing is a convenient, secure and environmentally friendly way to view your electricity bill. Once you have registered for MyAccount, you will receive an email notification (to the email of your choice) when your bill is ready for viewing. You can pay your online bill by telephone or online through your financial institution, or by enrolling in an automated payment plan.

I generate my own electricity. Why can’t I see how much I have generated on my online account?

Your online account (MyAccount) only shows how much electricity you have consumed. It currently does not show what has been generated. If you wish to inquire about your electricity generation please submit your request to us via our contact us form.

Why is my account locked for security reasons?

If you receive a message that your account has been locked, it may be that an incorrect password has been attempted more than six times. As a security measure, your account has been locked for 24-hours. Should you require access prior to the end of the 24-hour period, a Customer Service representative would be happy to unlock your account for you at 613-738-6400.

Are all computers safe to use?

Computer security experts advise that you may put your information at risk when you use a public computer for personal business. While Hydro Ottawa uses numerous security measures to protect your personal information on our website, the use of public computers may compromise the security of your information. Public computers include those in schools, libraries, and internet cafés.

For maximum security, you may want to avoid using public computers when enrolling or modifying your personal or banking information.

How is my personal and financial information kept safe?

We use several methods to ensure that your information is secure:

  • Your email and password are unique identifiers that only you know. This information is personal and confidential and should not be shared.
  • We use SSL (secure socket layers) which ensures that your connection and information are secure from outside inspection.
  • We use 128 bit encryption to make your information unreadable as it passes over the Internet.
  • We automatically sign you out of a session if it is inactive for 20 minutes.
Why does the content on my online account profile page not display correctly?

Hydro Ottawa makes every effort to ensure that access to your online account is up to date with emerging technology. There may be web browsers, however, that are not compatible. We encourage you to refer to information provided by your web browser for help with troubleshooting and known product issues. To ensure you are also receiving an optimal browsing experience, we suggest upgrading to the latest version of your browser.

When I try to view the Usage section of my online account, the page doesn’t load. What could be the problem?

We are continuously working to improve the online account experience and resolve any technical issues.

If you’re having trouble viewing your usage, it may be an error related to Internet Explorer or Safari.

To work around this issue, try logging into your account and viewing your usage through Google Chrome or Firefox.

If this does not fix the issue, please contact us.

How do I add multiple additional accounts to my existing online account (MyAccount)?

An upload account tool is available that allows you to add multiple accounts simultaneously. Simply click "More than 5 accounts?" and you will be presented with a file upload dialog. The file you upload must be a plain-text file and must include one account per line. Each line must contain the account number, followed by an amount due from a previous bill, and finally by a 'Y' to indicate that you'd like to register the account for online billing, or an 'N' if you wish to simply add the account to your profile in order to access your consumption and billing history. Each value should be separated by a vertical line. 

How do I add an additional account to my existing online account (MyAccount)?

Adding an additional account to your existing online account with Hydro Ottawa can be completed online.

  1. Login to your existing online account.
  2. Click on ‘Profile’ (middle of the page).
  3. In the blue navigation bar (top of the page), hover over ‘Profile’ and select ‘Add/Remove Accounts’ in the drop down list.
  4. Click on ‘Add/Remove Accounts’ (upper left) and then click ‘Add New Account’. You will be prompted to provide the account number and the amount due from a previous bill. Click ‘Add New Account’ when you’re ready to complete the request.

If you are adding more than five accounts, click the link on the right side of the page to upload a list of accounts.

Accounts can also be removed on this page.

If you experience any difficulty adding or removing an account, contact us.

Can I have two separate email addresses associated with my account and login to the app with either of them?

At this time, only one email address can be associated with your online account.

Can anyone who has my email address access my online account?

No. In order for someone to access your account through the app or our website, they need your password. We have security measures in place to safeguard your online account. For instance, consecutive failed login attempts result in the user's online account being locked.

I previously logged in to my online account with a username. Why do I have to login with my email address now?

We made this change because one of the most common complaints with our website was related to the login system. Customers were forgetting their username and having trouble retrieving their password.

To make the process even easier, you can now sign in using your Facebook or Google account. Once your Facebook or Google account is linked to your online account, signing in can be done with just one click.

When will my new password be activated?

Your password is active immediately after you reset it.

What if I forget my password?

If you have forgotten your password, go to the online account page and click "Login". Then click "Reset Password". Enter your email address and an email will be sent to you to reset your password.

Which login options are supported using the Hydro Ottawa mobile app?

Once you have downloaded the Hydro Ottawa mobile app, you can log in to your existing Hydro Ottawa account using either your email address and password, your Facebook or Google account information.

Important notice (iPhone users only): Logging in using your Facebook or Google account information is currently not supported for iPhone users on our mobile app. If you are having difficulty logging in, please contact us and we will set up your email address to log into the app.

What are the options available for electricity supply?

You have two options for electricity supply.

You can buy electricity from Hydro Ottawa through the Regulated Price Plan (RPP) where prices are set by the Ontario Energy Board (OEB), or sign a contract with a company that sells electricity, also known as an electricity retailer.

If you buy your electricity under the RPP, there are two different types of rates to choose from: time-of-use (TOU) rates or tiered rates.

Time-of-use (TOU) – Under TOU rates, you pay a different rate for electricity depending on the time of day and day of the week you consume it. Prices are highest during on-peak, when energy demand and cost is high, medium during mid-peak, when energy demand and cost is moderate, and lowest during off-peak, when energy demand and cost is low.

Tiered rates – Under tiered rates, you can use a certain amount of electricity    each month at a lower rate up to a predetermined kilowatt-hour (kWh) amount called a ‘’threshold’’. Once you exceed the monthly threshold, you are billed at a higher rate per kWh for all additional electricity used in that month.

Residential and small business customers are automatically part of the RPP unless they choose to purchase their electricity from an electricity retailer.

How do I choose my electricity rate plan?

If you have your electricity supplied by Hydro Ottawa through the RPP and want to change your rate plan , you must notify Hydro Ottawa by completing a rate selection form.

The fastest way to complete and submit your form is directly through your MyAccount customer portal.

You can also complete Hydro Ottawa’s fillable rate selection form.

Simply save the form to your computer and send it by email to [email protected].

Our call centre representatives can also help you complete your form over the phone.

Alternatively, you can print your completed form and mail it to us.

Where can I find more information to help me make a decision?

You can visit our electricity rate selection web page and read our Frequently Asked Questions (FAQ’s). Alternatively, you can also contact us online or by phone at 613-738-6400.

The Ontario Energy Board also has information on the Customer Choice program available at

Are there any tools available to help me compare rate plans?

There are two different online tools available to help customers make a choice and compare TOU and tiered rate plans.

Hydro Ottawa’s rate plan comparison tool is available for MyAccount customers and automatically uses your consumption data to show you the electricity cost difference (in percentage) under TOU or tiered prices for your account.

The online tool is easy-to-use. Simply follow these steps:

  • Log into MyAccount
  • Choose ‘’Manage Rate Plan’’ option;
    Rates - Manage Rate Plan
  • Click on the “Compare Rate Plans’’ button.
    Rates - Request Rate Change

More information on Hydro Ottawa’s online tool is available in our Rate Options FAQs.

If you are not yet registered to MyAccount, but wish to use this tool, you can sign up today at

A second one is available through the Ontario Energy Board’s (OEB) website. The OEB’s bill calculator will help you compare your estimated monthly bill under TOU or tiered prices.

These tools are designed to provide customers with an estimate on whether they may benefit financially from making a switch to a different rate plan. The tools are intended to act as a guide only, and actual differences will depend on usage and consumption patterns within any billing period.

Is there a deadline to switch rate plan?

There is no deadline to change rate plan. If you don’t wish to make a change, there is nothing you need to do. You’ll continue to be billed under your current rate plan. The option to change will always be available.

I’ve requested a rate change. When will my new rate plan become effective?

Your rate change request will be processed up to 10 business days after receiving your Rate Selection Form. Once your form has been fully processed, your new rate plan will take effect on the first day of your next billing period or the following one, depending on where you are in your billing period.

For example:
If your billing period is from November 15 to December 14, and you requested to change your rate plan on November 24, your new rate plan will be effective on December 15.

When should I change my electricity consumption patterns to match my new rate plan?

The date on which you should start using electricity based on your new rate plan is the first day of your billing period on your new rate plan. 

If I don’t like the rate plan that I chose, can I switch back?

Yes, following the prescribed process and timelines, you can change your rate plan at any time (i.e. from TOU to tiered rates and vice versa).

Note: If you have already submitted a rate change request, you need to wait until this initial request has been fully processed before submitting another one.

I have electric heat. How will this impact my bill? What about my other appliances, which run all day?

As a general rule, electric heating operates more often at night when the temperature drops. This is also when electricity is the cheapest.

In a 168-hour week, only 30 to 40 hours (depending on season) are at On-Peak times. There are nearly three-times as many hours at Off-Peak rates.

What are the peak times under the time-of-use rate plan?

From May 1 to October 31

  • Off-Peak (7 p.m. to 7 a.m. and all day weekends and holidays)
  • Mid-Peak (7 a.m. to 11 a.m. and 5 p.m. to 7 p.m.)
  • On-Peak (11 a.m. to 5 p.m.)

From November 1 to April 30

  • Off-Peak (7 p.m. to 7 a.m. and all day weekends and holidays)
  • Mid-Peak (11 a.m. to 5 p.m.)
  • On-Peak (7 a.m. to 11 a.m. and 5 p.m. to 7 p.m.)

For more information, visit the time-of-use page.

What happens if I exceed the monthly threshold?

Tiered rates give you the flexibility to use electricity at any time of day at the same price, but that rate will go up if you exceed the threshold during the month.

For more information, visit the tiered rates page.

What are the thresholds under the tiered rate plan?

The threshold changes with the season to reflect changing usage patterns – for example, there are fewer hours of daylight in the winter and some customers use electric heating. 

In the winter period (November 1 – April 30), the tier threshold for residential customers is 1,000 kWh

In the summer period (May 1 – October 31), the tier threshold for residential customers is 600 kWh

The tier threshold for small business customers is 750 kWh all year round.

What price do I pay if I’ve signed a contract with an electricity retailer company?

For customers that have signed up for a contract with an electricity retailer, the price is set out in the contract which is not regulated by the Ontario Energy Board.

An electricity retailer contract covers only some parts of your bill. You will continue to pay other charges to Hydro Ottawa regardless of whether you sign a contract with an electricity retailer. 

How do I know if I have a contract with an electricity retailer?
If you have a contract with an electricity retailer, your electricity retailer’s name and phone number will be listed in the ‘’For You Information’’ box of your electricity bill.

Why am I unable to view my Time-of-Use information after I close my account?

Once you close your account, you may still view up to two years of electricity consumption based on your regular bill intervals. Time-of-use information is only available for active accounts.

Why does my account no longer show time-of-use information?

Time-of-use information will only appear if your online account is active.

If you’ve closed your electricity account and moved to a new location within our service territory, you can add your new electricity account to your existing online account profile. This will allow you to view Time-of-use data for your new electricity account. You will continue to have access to previous consumption and billing information.

What if some of my consumption isn't appearing in my account history?

Occasionally there may be communication difficulties between your meter and Hydro Ottawa's meter data collectors. Metering data is stored within your meter and may be collected once the connection is re-established. Contact us if this problem persists.

Why does my most recent consumption change a few days later under the time-of-use rate plan?

Recent consumption data is considered "unbilled usage" because it has not yet been validated by the provincial Meter Data Management and Repository (MDM/R). The MDM/R is a common platform for processing, storing and managing all Smart Meter data within Ontario. Once your consumption data has been validated and obtained from the MDM/R, the values may change.

The following message appears on all time-of-use pages: 

*Note: Unbilled electricity consumption has not been loss-adjusted and may contain estimated data.

How can I read my meter?

Your meter displays the following pieces of information in sequence:

  • A segment test where all parts of the display are turned on at once to ensure they are still functioning
  • Your kWh consumption in a five-digit format
  • A communications network address identification number for Hydro Ottawa’s use.

Can I reactivate an old account at a new address?

Unfortunately, we are unable to reactivate an old account at a new address. Each account number is unique to the account holder and the service address. The first 10 digits of your account number represent the customer or account holder and can be found on your online account, or your electricity bill. The last 10 digits represent the premise and can be found on your electricity bill. This is to ensure that your account information is accurate.

What should I do if I’m moving to a new address?

If you’re moving to a new address, you will need to fill out our moving request form at least 10 days in advance.

Learn more

Can I download my electricity consumption history?

Yes, we make it easy to view, monitor and download your electricity consumption. We offer a variety of options which provide you with 24/7 access to your usage information.

MyAccount provides you access to a personalized Usage Portal which allows you to visually compare your energy usage history broken down by year, billing period, 24hr period, and more.

1 - Login or register to MyAccount; and

2 - Click on the Usage icon.

You can also download your consumption data from the Billing section of MyAccount. 

1 - Login or register to MyAccount;

2 - Click on the Billing icon;

3 - Hover over the Usage drop down menu; and

4 - Choose Download My Data.

You will then have the option to select your viewing interval (i.e. hourly, daily, monthly, and billing period), and date range. Once you have made your selections, you can export the data to a PDF or Excel document.

You can also download the Hydro Ottawa mobile app to have your electricity usage charts at your fingertips. With the Hydro Ottawa mobile app, you can view your electricity consumption, personalized recommendations and insights into how you use electricity, including estimated electricity costs, appliance breakdown, neighbourhood comparison and more.

Important notice (iPhone users only): Please note that logging in using your Facebook or Google account information is currently not supported for iPhone users on our mobile app. If you are on a Tiered rate plan, your electricity usage data is also temporarily unavailable on our Mobile app. To log in or access your data, please use your MyAccount customer portal.

My 'Always On' usage is really high. Is that normal?

Possibly. Depending on the home, ‘Always On’ usage can represent 15% to 50% of a home’s monthly electricity use.

What is 'Always On'?

‘Always On’ is a term for the devices in your home that are consuming electricity whether you are using them or not. You may have heard of it referred to as ‘vampire loads,’ ‘phantom loads,’ or ‘base loads.’ ‘Always On’ includes personal computers, monitors, printers, gaming consoles, phone chargers, stereos, televisions and cable boxes.

Why do I see a neighbourhood comparison for some of the appliances in the breakdown but not others?

We are able to determine the consumption of certain appliances including Furnace, ‘Always On’, Pool Pump and Cooling directly from usage data provided by your electricity meter. This allows us to provide you with a neighbourhood comparison. The remaining appliances are determined using rule-based techniques and that comparison is not possible. More information is available to help you better understand what each category includes.

How much detail does the appliance breakdown provide?

We breakdown your usage into as many as 12 appliance categories. You can track the usage of each category over the course of the year and see how they change based on season, weather and your behaviour. We identify the categories that consume a large amount of electricity, like ‘Always On’, furnace, cooling and pool pump, based on the usage from your meter. Knowing this usage, we then use statistical data to estimate how much your other appliance categories, like laundry, cooking, lighting and entertainment, are consuming. In the end, through a combination of your actual usage and our rule-based model, we can compose a holistic picture of your total electricity consumption.

What is Appliance Breakdown and how does it work?

Appliance breakdown takes the electricity data provided by your meter and your appliance profile to categorize the usage of individual appliances. Each appliance uses electricity in a unique pattern - think of it like an appliance fingerprint. We detect and extract these “fingerprints” and use the data to provide useful insights and recommendations.

Do my neighbours see my electricity usage information? Is my personal information being shared with my neighbours? Can I get a list of neighbours that I’m compared to?

No, the ‘Neighbourhood Comparison’ does not reveal your specific electricity usage to your neighbours.

Personal information collected and used for this service was done in accordance with Hydro Ottawa’s Privacy Policy. You may visit this webpage or contact customer service with any questions you may have about the collection and use of personal information for this service.

Which neighbours are you comparing me to?

Our goal is to provide you with a comparison that is valid and meaningful. We do this by looking at other households in your area – homes that are geographically close to yours, based on postal code. So you may or may not be compared to your direct neighbours. We can also provide better insights and analytics if you update your home profile.

Why are you comparing me to my neighbours?

Experience shows that this type of comparison can help customers save electricity. It provides you with an idea of what you could potentially save. 

What is the ‘Neighbourhood Comparison’?

The ‘Neighbourhood Comparison’ is an insight that allows you to benchmark your electricity usage against that of similar homes in your residential area.

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