FAQs

Complete our online moving request form at least 10 business days before your move-out date and provide a forwarding address so we can arrange to send you your final bill or a cheque if you have a credit balance.

No. Each account number is unique to an address. Open a new account for your new service location.

Submit a move request form at least 10 business days before your moving date.

Possibly. Deposits can be waived with a credit check, split into installments or refunded with interest after one year of good payment history. Low-income customers may qualify for a waiver. Contact us for more information.

Yes. If your account number changes, update it in your online banking portal and in MyAccount (for pre-authorized payments).

We apply credits or outstanding charges to your final bill.

If you’re moving within Ontario, re-apply at OntarioElectricitySupport.ca. Remaining OESP credits on your account are returned to the program.

The agreement ends and any remaining balance appears on your final bill.

Most customers receive their first bill within four to six weeks of opening their account. A one-time account set-up charge will appear on your first bill. This charge also applies when a customer moves from one address to another.

You’ll receive your last bill three weeks after your last day of service (includes all charges up to your move-out date).

If you're owed a credit of $5 or more, a refund will be issued. If you subscribe to pre-authorized payments, we'll deposit it directly for you. Otherwise, a cheque will be mailed to your forwarding address.

Credits from the Ontario Electricity Support Program (OESP) are non-refundable and returned to the program. If your credit came from programs like Ontario Works (OW) or the Ontario Disability Support Program (ODSP), we’ll coordinate directly with the agency to determine refund eligibility.

Yes. Call (613) 738-6400. You’ll need the account number, your relationship to the account holder and proof of authorization (e.g., power of attorney or executor documents). 

Please note that if you wish to transfer and take responsibility for the active account yourself, you must be listed as the secondary account holder.

Use the appropriate online form (Landlords/Property Managers or Lawyers). Submit it to us at least 10 business days before the move/closing date. We’ll send you a confirmation number once we process the request.

Submit a utility locate at OntarioOneCall.ca at least seven business days before digging. You cannot excavate within 1.5 metres of our cables until we confirm their exact location by hand digging. In some cases, Hydro Ottawa supervision or cable support may be required. Fees may apply for these services.

Yes. Contact Hydro Ottawa at least 10 business days before demolishing or removing a structure that is connected to our system. We’ll arrange a safe disconnection/equipment removal (see Conditions of Service, Section 1.5).

Let us know in advance. Activities like blasting, pile driving and compacting can damage underground infrastructure. We’ll outline protection requirements under Work Procedure UDS0022: Protecting Electrical Distribution Underground Plant & Support Structures from Acute Shock Construction Processes. 

Developers are responsible for any resulting damage.

Report it to us immediately by calling (613) 738-6400. Do not attempt to make repairs yourself.

We restore the road right-of-way (the area outside the property line) to roadway standards. Property owners are responsible for repairing decorative paving, sod, landscaping, etc. Some work may require the City of Ottawa’s approval (see Conditions of Service, Section 3.0.8 for more details)

Depending on the scope of your project, you may need severance/variance approvals and related permits/clearances. See “Approvals, permits and clearances” for details organized by customer type (Residential/Business/Contractor).

Although every claim and policy is different, we recommend contacting your insurance agent or broker to find out if you are covered for the damage. There may be benefits to submitting a claim through your personal insurance:

• Hydro Ottawa is only liable to compensate you for the actual cash value (depreciated value) of your loss whereas your insurance policy may provide you with compensation to replace damaged items with new items.
• If you file a claim through your insurance company, they may elect to submit a damage claim against Hydro Ottawa on your behalf to recover some of the funds that they covered. If your insurance company’s claim against Hydro Ottawa is successful, they may reimburse your deductible.