Service disconnections are avoidable – we are here to help with payment plans, support programs, and conservation programs.
For households that are having difficulties paying their bills, we’re here to help. Alectra Utilities has payment plans that can assist customers with keeping their accounts up-to-date. Disconnecting a customer’s electricity service for non-payment is a decision Alectra Utilities takes only as a last resort.
Alectra Utilities provides at least ten days’ notice of scheduled service disconnections to provide you with an opportunity to contact us for payment arrangements. We will also call you to remind you of any outstanding payments owed. Please make sure we have your current contact information by contacting our Customer Service department at 1-877-963-6900.
If yours is a low-income household, there are additional programs that can help:
- Ontario Electricity Support Program (OESP)
The OESP provides ongoing monthly credits directly on the bills of eligible low-income customers. To apply, please visit OntarioElectricitySupport.ca or call 1-855-831-8151 (toll-free in Ontario).
- Low-income Energy Assistance Program (LEAP)
The LEAP provides a one-time financial assistance grant to low-income customers who are struggling to pay their electricity bill. Contact our local, participating social agencies (72 KB PDF) to determine your eligibility.
- Ontario’s Affordability Fund
Alectra is pleased to provide customers access to the Affordability Fund to increase energy savings in your home. Visit affordabilityfund.org to find out if you’re eligible and how to apply. Alectra is proud to be your single trusted ally in our rapidly changing world of energy.
Alectra Utilities also has conservation programs to help you reduce or shift your home’s electricity use.
Ontario Energy Board | Consumer Charter
As a residential consumer of electricity in Ontario, you have both rights and responsibilities. Electricity companies must respect your rights while you must fulfil your responsibilities. The Ontario Energy Board (OEB) ensures that your rights are respected. Read the OEB Consumer Charter (117 KB PDF).
More information about the rules for electric utilities and the rules for electricity consumers is available on the OEB website.