FAQs

Yes, following the prescribed process and timelines, you can change your rate plan at any time.

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.

Electricity retailers are private companies that sell electricity under contract (separate from Hydro Ottawa). They set their own terms and prices.

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.

We deliver electricity and maintain the local grid. Retailers only supply the electricity portion of your bill. Delivery, regulatory and tax charges remain the same and you will receive a bill from Hydro Ottawa with all charges listed.

If you have a contract with an electricity retailer, your electricity retailer’s name and phone number will be listed in the ‘’For Your Information’’ box of your electricity bill.

No. We do not benefit from that decision and will continue to deliver your electricity regardless of supplier.

Retailers must be OEB-licensed and follow strict rules (no door-to-door, no automatic renewals). Ask for their ID and don’t share your personal information unless you intend to sign. See “Fraud awareness” for more tips.

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.

The Ontario Electricity Rebate (OER) is a provincially funded rebate that applies as a credit on qualifying electricity bills and reduces the pre-HST costs on customers’ bills. Most residential and small-business customers receive it automatically. Some multi-unit buildings and retirement residences must submit a self-declaration form (see the OER page).

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

The following customer types are eligible:

• Low volume accounts (meaning the account has a demand for electricity of 50 kilowatts or less, or uses not more than 250,000 kilowatt hours of electricity per year); this includes residential and many small business customers;
• Farms;
• Long-term care homes; and
• *Multi-unit complexes that are predominantly residential, such as condominium and apartment buildings.

*Multi-unit complexes that are predominantly residential, such as condominium and apartment buildings must complete and submit the OER Self-Declaration form to Hydro Ottawa to attest their eligibility.

For a definition of all of the above terms please refer to the OER Self-Declaration form.

Submit the self-declaration form by email ([email protected]) or mail (Hydro Ottawa, PO Box 8700, Ottawa, ON K1G 3S4; Attention: Customer Service).

Check your most recent bill — look for “Ontario Electricity Rebate” in the summary. If you believe you qualify but don’t see it, contact us.

If we receive the form at least 11 days before your billing period ends, we’ll apply the rebate to your next bill. If not, we’ll apply it to your bill in the following period.

Online billing lets you receive and view your bill electronically instead of by mail. You’ll get an email when your bill is ready. You can view or download the full PDF via the email or in MyAccount.

Your online bill will look identical to the printed version, but it will be in PDF format.

Registration is quick and easy. Log in or create a MyAccount. Once logged in, click ‘Enable online billing’ in the top left box. Choose your online billing preferences, then click 'Register' to complete the setup.

If you’re having difficulties creating a MyAccount, or would like assistance, please contact us and an agent will complete your registration for you.

No. Once you switch, we’ll stop sending you paper bills. You’ll receive email notifications for each new bill.

Enhanced notifications display the amount due, your due date, and a link to your full PDF bill right in the email. Standard notifications simply tell you your bill is ready (you’ll have to log in to view it).

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.

Check your junk or spam folder and add @hydroottawa.com to your safe sender list. If you change your email, update it under “Notification preferences” in MyAccount.

Bills are stored in MyAccount for up to two years. You can download and save copies anytime. To view a bill that’s more than two years old, contact us.

Yes. Print your PDF bill and pay at your financial institution or mail it with a cheque or money order.

If you would like to cancel your online billing registration, you can complete our online Contact Us form, chat with one of our online agents through MyAccount, or call us at 613-738-6400.