The Ontario Energy Board (www.OEB.ca) is Ontario’s independent energy regulator, which means it makes decisions and rules for how energy companies like Hydro One Remotes operate. They set the prices (rates) for electricity, and make sure that customers are treated fairly and that the energy sector is reliable and sustainable. The OEB also provides customer service standards that utilities must follow including rules on payment options, collections, and disconnections.
We encourage customers to keep up with their bills: there are many ways to pay, as well as different billing options including budget Billing and Pre-authorized Payment - view here
We also promote and encourage two Financial Assistance programs ONWAA administers: Ontario Electricity Support Program (OESP) and Low-Income Energy Assistance Program that many customers may qualify for - view here
Two times a year, in the spring and in the fall, Remotes schedule a Collection Trip to each community we serve. During a Collection Trip, customers that have not made arrangements to pay their bill are disconnected by our technical staff. Our Collections efforts are a last resort and to ensure undisrupted electrical service, bills should be paid on time. If a customer is unable to do so please do not wait and immediately reach out to our Billing Department at 1-800-465-5085 or email RemotesBilling@HydroOne.com. We are here to help and will work with the customer to find a solution.
Download PDF version
(English) - Collections and Disconnections Information Sheet
(Ojibway) - Collections and Disconnections Information Sheet
(Oji-Cree) - Collections and Disconnections Information Sheet