Hydro Ottawa can’t change time-of-use rates, but is taking other steps to help customers

Hydro Ottawa is making a few changes to help residents in self-isolation or work-from-home situations during the COVID-19 pandemic.

The provincial Winter Disconnection Ban, scheduled to end on April 30, has been extended by an additional three months.

Account collection actions have been suspended until further notice. Hydro Ottawa says its customers may also request flexible payment plans in order to allow more time to pay outstanding balances on their account, if needed.

The utility is reminding residents that financial assistance programs, including emergency relief, are available to its customers:

• The Low-Income Energy Assistance Program (LEAP), which provides emergency financial relief to eligible low-income customers to avoid having their service disconnected.
• The Ontario Electricity Support Program (OESP), which enables eligible low-income customers to receive a fixed monthly credit on their electricity bills.

Hydro Ottawa says it has received and responded to a number of inquiries about time-of-use rates. It explains that the program is provincially regulated, therefore any updates on this would be release by the Ontario Energy Board (OEB). More information about electricity rates and rate periods is available on the OEB’s website.

For more information on what Hydro Ottawa is doing during this pandemic, click here or call 613-738-6400 (weekdays from 8 a.m. and 8 p.m. and Saturdays between 9 a.m. and 3 p.m. Excluding statutory holidays.)

The utility says it is experiencing an increased amount of customer inquiries therefore residents may have a longer wait time than usual on phone lines and its online chat.