or call 519.822.3010
or Email Customer Service
To schedule an appointment, call or email Customer Service.
As directed by the Ontario Energy Board (OEB), the date on which your bill is considered issued to you will be determined to be three days after it was printed if sent by mail, or, on the date on which an email was sent over the Internet. To incorporate these required time periods, you now have 16 days from the date the bill is printed to make payment by the required payment date.
In addition to the bill issue and payment period, the Ontario Energy Board has directed when your payment is deemed to be received by us:
These timelines will be the same for all customers, no matter their method of billing or payment.
Any payment made after 5 PM is still effective on the day the payment is made. If your required bill payment date falls on a weekend or a holiday, you will have until the next business day to make payment.
If a bill includes charges other than electricity charges, any payment will first go directly to the electricity charges and then, if funds are remaining, to the other charges. If payment is sufficient to cover electricity charges Guelph Hydro will not issue late payment charges, a disconnection notice or disconnect the electricity supply. This applies to joint billing agreements when they are renewed, or after two years, whichever comes sooner.
Bills are payable in full by the due date; otherwise, a late payment charge will apply.
Where a Customer makes a partial payment on or before the due date, the late payment penalty will apply only to the amount of the bill outstanding at the due date, inclusive of arrears from previous billings. In the event of partial payment by a Customer, payments shall be allocated by the portions of the bill covering competitive and non-competitive electricity costs.
Guelph Hydro recognizes that some customers have difficulty paying their bills and makes every effort to work with customers to come up with flexible payment plans and provide information about programs that may be available to help them.
Customers who are having difficulty paying their bill should contact our Credit and Collections Department to discuss options - 519-822-1750.
Bills rendered for energy related services are provided to the Customer. Bills are payable in full by the due date identified on the bill whether a bill is based on a meter reading or Guelph Hydro's estimate. The due date shall be 16 calendar days from the date of mailing. After the due date, interest is calculated daily based on monthly interest rate of 1.5% or 19.56% annually.