Skip to content

COVID-19 Frequently Asked Questions

July 6, 2020

Q1: Is Halton Hills Hydro’s Office open during the pandemic?

A1: Halton Hills Hydro’s office is currently closed to the public. Our office continues to be open to assist customers through telephone or email and our operations continue as usual.

Q2: How can I contact Halton Hills Hydro?

A2: You can e-mail us at any time at inquiries@haltonhillshydro.com.  Our office is open for telephone inquiries at 8:30-4:30 Monday to Friday. We are available 24 hours a day for power outage emergencies. Call 519-853-3701.

You will also find a number of easy to use self-service features on our website at www.haltonhillshydro.com

Q3: How can I pay my bill?

A3: Currently, the safest option for payment is online through your financial institution or sign up for pre-authorized payments.   For pre-authorized payments click here. Credit card payments can be made through our website by clicking here. Cheques can be mailed or dropped off in our night deposit box at 43 Alice St. Acton, L7J 2A9. Please call or e-mail our office if you need to make payment arrangements.

Q4: What is Halton Hills Hydro doing if I can’t pay my bill?

A4: Halton Hills Hydro understands that many customers are facing financial hardships as a result of the pandemic. The following measures are in place to assist our customers:

  • Disconnection of accounts for non-payment has been suspended until July 31, 2020. This includes all residential and low volume, small commercial customers.
  • Arrears payment arrangements are available to customers who need more time to pay their account.

Halton Hills Hydro offers a number of payment assistance programs to assist customers having difficulty paying their bills:

  • Ontario Electricity Support Program (OESP)
  • Low-income Energy Assistance Program (LEAP)
  • AffordAbility Fund

Full details are available on the Payment Assistance page on our website.

Q5: Do I still have to pay Time-of-Use pricing?

A5: As of June 1st, the Ontario government announced the COVID-19 Recovery Rate for households, farms and small businesses who pay time-of-use electricity rates. A fixed rate of 12.8₵/kWh is in effect 24 hours a day, 7 days a week. It is intended to be in place until October 31, 2020. 

Q6: Which customers will receive the new pricing?

A6: Households, small businesses and farms that buy their electricity from Halton Hills Hydro and that are on TOU prices will pay the 12.8 ¢/kWh off-peak price for all hours of the day, every day of the week.   

Customers of unit sub-meter providers that are in a building that pays TOU prices under the RPP will also benefit from the extension of the off-peak price to all hours of the day.

As explained below, the pricing change does not apply to RPP customers that pay tiered rates. The pricing change also does not apply to RPP customers that have opted out of the RPP in favour of market-based pricing or a contract with an electricity retailer.

Q7: Do customers have to take any action in order to receive the new pricing?

A7: No action is required; the 12.8 ¢/kWh pricing applies automatically for electricity consumed starting at 12 a.m. ET on June 1, 2020.

Q8: Does the new pricing apply to RPP customers on tiered prices?

A8: The pricing change does not apply to RPP customers that pay tiered prices.   Under tiered pricing, the price does not change depending on the time when the customer uses electricity. The price only changes to a higher rate when a residential customer uses more than 1,000 kWh per month or a commercial customer uses more than 750 kWh per month.

Close