FAQs

Yes. You can cancel within 20 days of signing, or up to 30 days after receiving your second bill under the contract. Contact the retailer to cancel.

Not in real time. MyAccount shows interval data after it’s received and validated.

Yes. Use our mobile app to view your usage.

Temporary communication issues can delay reads. Data is stored in the smart meter and is posted to MyAccount once communication is restored. If your usage is still missing after a few days, contact us.

Statutory holidays are off-peak all day. Seasonal Time-of-Use schedules and daylight saving time adjustments are handled automatically - no action needed.

In MyAccount, you can view and download your usage and generation data (daily, hourly, kWh, or cost/credit graphics) from Sept 1, 2024, onward. To see earlier data, contact us.

Yes. In MyAccount → Usage (from September 1, 2024, onward). To see earlier data, contact us.

Yes. Use MyAccount’s usage dashboard (hourly/daily/monthly/yearly views) and export data anytime.

Log in to MyAccount → usage → choose date range → download, including Green Button® formats for secure sharing with third-party apps.

You can still access your Green Button data by entering the following information from your latest bill: account number, kWh consumption and bill due date. However, registering for MyAccount is the easiest way to manage your data and authorizations.

Time-of-Use (TOU) interval data is shown only for active accounts. After closing, you can still view up to two years of bills and monthly usage, but your TOU details will no longer update.

Time-of-Use info appears only for active accounts linked in MyAccount. If you moved, add your new account. You’ll still be able to view past bills/monthly usage from your old address.

Smart meters record and send intervals to us automatically. You receive a monthly bill based on validated reads.

Most meters cycle through an “all segments on” test, where all parts of the display are turned on at once to ensure they are still functioning, then they show your (five-digit) kWh consumption total on a digital display. Some show additional identifiers like a communications network address identification number for Hydro Ottawa’s use. 

If a validated read isn’t available, your bill may use an estimate. When actual data arrives, we’ll rebill any difference on your next statement.

Recent usage is “unbilled” until it’s validated via Ontario’s Meter Data Management and Repository, so values can update slightly later (unbilled usage may include estimates and isn’t loss-adjusted).

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

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

Contact us to request a Measurement Canada-approved accuracy test. If the meter is within allowable limits, a testing charge may apply. If not, we’ll adjust your bill.

Exchanges are brief but can cause a short interruption. Billing continues normally using the old meter’s final read and the new meter’s initial read.

Green Button is a North American industry standard data specification being adopted by many utilities as part of an ongoing effort to provide their customers with better access to their energy usage information. Green Button defines a standard format of sharing account information and consumption data so that third-party applications and software can easily use this information, no matter who your utility company is.  Green Button standardization helps all utilities effectively speak the same language.

Green Button allows you to download your detailed energy usage and account information in a secure format. You can share this file with third-party developers who offer innovative tools to help you understand and analyze your energy consumption. An example would be if you are considering using rooftop solar panels, you could provide your data to a solar company to perform a cost benefit analysis for installing solar panels. 

Green Button has two key components – “Downloaded My Data” and “Connect My Data”.