September 12, 2022

Dear Customers,

Halton Hills Hydro is committed to providing reliable energy to our customers and for the past 100 years, we have been servicing this community. The trusted relationship we have with our customers is a top priority. This is why I am informing customers of an error in the calculation of their fixed monthly charge, that resulted in overbilling.

Billing accuracy has always been a priority of Halton Hills Hydro and we sincerely apologize for this error. As soon as the error was detected, we took immediate action and corrected it as of May 1, 2022.

Halton Hills Hydro operates on fixed monthly charges and, due to the calculation error, our billing system translated these monthly charges into a daily charge for application to our customers’ bills. In the translation from monthly to a daily charge, the daily charge was calculated based on there being 30 days in every month (or 360 days in a year) but billed to customers 365 days a year.

We have been working with the Ontario Energy Board to determine the restitution amount to be provided to our customers. We will be providing a one-time credit to all active impacted customers which will appear on their November bill, which amounts to four years of overcharging.

We value our customers and the trust they put in us to provide the electricity they require every day. We are dedicated to our mission of providing you reliable power and will work to build and maintain the trust you have in us.

You can find more information about this issue at the Ontario Energy Board website: https://www.oeb.ca/newsroom/2022/ontario-energy-board-accepts-assurance-voluntary-compliance-halton-hills-hydro-inc

If you have any questions about this situation, please contact our Customer Care department at 519-853-3701.

Sincerely,

Scott Knapman
President & CEO
Halton Hills Hydro Inc.