Contact Us

Call centre alert: High volume of calls may increase your wait times. 

Our call centre employees are working from home to help slow and prevent the spread of COVID-19. 

Please refer to the links below for immediate online assistance.

Frequently Asked Questions (FAQs)

Can Alectra waive my late payment charge?

Alectra is offering flexible payment terms and will continue working with our customers to establish payment arrangements that help meet their needs. If you are having difficulty paying your bill, we also have financial assistance programs available to help.

Alectra is still applying late payment charges to overdue accounts, however, we’ll continue to work with the Provincial Government and others to explore options to support our customers during these difficult times. 

Can I use my security deposit to pay my bill?

We do not collect security deposits on residential accounts.

For small businesses, Alectra is refunding security deposits for qualified customers who have achieved 3-years of good payment history.

Contact us by email at cservice@guelphhydro.com or by live chat to discuss your security deposit. If your call is an urgent customer service matter, please call 519-822-3014.

Does Alectra have any programs to help me?

We understand that sometimes it is hard to make ends meet. This is why Alectra and the Ontario Energy Board offer a variety of programs to help customers pay their electricity bills.

Alectra has a range of payment options that include:

Arrears Payment Agreement - This payment plan is available to eligible residential and small business customers who are unable to pay their electricity bill. These agreements give customers more time to pay outstanding balances.

Longer Arrears Payment Agreements are available to eligible low-income customers who are unable to pay their electricity bills.

Equal Monthly Payment Plan - This payment plan spreads electricity payments evenly over a 12month period. This agreement helps customers with budgeting, as equalized bills don’t rise or fall suddenly even if electricity usage does. To ensure the accuracy of the Equal Monthly Payment Plan, accounts are reviewed several times a year.

A number of residential financial assistance programs are available that include:

Will I get disconnected? I have no source of income.
No. we have has extended the provincially mandated moratorium on residential disconnection for non-payment until July 31, 2020. We will work with customers to provide flexible payment arrangements and we encourage residential customers experiencing payment difficulties to also seek support through the Low Income Energy Assistance Program and the Ontario Electricity Support Program.
Can I defer my payment for a few months?

We recognize the economic uncertainty for customers across our service territories associated with the COVID-19 outbreak, and we are committed to working with our customers to provide flexible payment terms during this time of uncertainty.

We encourage residential customers experiencing payment difficulties to also seek support through the Low Income Energy Assistance Program and the Ontario Electricity Support Program.

I am a small business owner trying to pay my employees. Can I negotiate a payment plan?

We recognize the economic uncertainty for customers across our service territories associated with the COVID-19 outbreak, and we are committed to working with customers to provide flexible payment terms during this time of uncertainty.

Contact us by email at cservice@guelphhydro.com or by live chat to talk about payment arrangements. If your call is an urgent customer service matter, please call 519-822-3014.

I heard customer electricity bills may be cancelled per the government. Is this true?

No. The Government of Ontario recently issued an Emergency Order under the Emergency Management and Civil Protection Act, announcing that effective March 24, 2020, residential and small business customers on time-of-use (TOU) pricing will pay 10.1 ¢/kWh no matter what time of day the electricity is consumed. The Government has indicated that it intends to keep the 10.1 ¢/kWh pricing in place for 45 days.

The 10.1 ¢/kWh pricing applies automatically – no customer action is required.

How can I stop my Pre-authorized Payment as I may not be able to pay my bill?

If you need to stop your Pre-authorized Payments, please contact us by email at cservice@guelphhydro.com or by live chat. If your call is an urgent customer service matter, please call 519-822-3014.

Will Time of Use be suspended during this period?

The Government of Ontario recently issued an Emergency Order under the Emergency Management and Civil Protection Act, announcing that effective March 24, 2020, residential and small business customers on time of use (TOU) pricing will pay 10.1 ¢/kWh no matter what time of day the electricity is consumed. The Government has indicated that it intends to keep the 10.1 ¢/kWh pricing in place for 45 days.

The 10.1 ¢/kWh pricing applies automatically – no customer action is required.

Message to Customers affected by COVID-19

These are unprecedented times and there is nothing more important to us than the health and safety of our employees, their families and our community. Therefore, as part of our COVID-19 pandemic response, our office is temporarily closed. If this call is a life threatening emergency please hang up and call 911. If you are experiencing a power outage or equipment related concerns, please remain on the line for assistance. 

Flexible payment terms are available to customers and we are not disconnecting services during this time of uncertainty. For customer service inquires such as account setup, transfer, or to cancel your account, please use our online form located at www.guelphhydro.com and click on the “Find Forms” service. If this call is an urgent customer service matter, please call 519-822-3014.

You can also reach us by emailing cservice@guelphhydro.com and we will answer your inquiry as quickly as possible.

Thank you for your cooperation.

 

Address and Phone Number

Alectra Utilities (formerly Guelph Hydro)
395 Southgate Drive, Guelph, ON, N1G 4Y1

Main number: 519-822-3010
Company directory: 519-822-3017
Emergency After-Hours: 519-822-3014

Customer Service Department - Guelph

Call Centre available Monday to Friday from 8:30 a.m. - 4:30 p.m.
Chat live online with a Customer Service Representative
Call: 519-822-3010
Email: Customer Service Department

Departments

Credit and Collections - Guelph and Rockwood
Call: 519-822-1750

Email: Credit Department

Energy Conservation - Guelph and Rockwood

Email: Energy Conservation Department

Call: 519-822-3017

Engineering Department - Guelph and Rockwood

Email: Engineering Department

Call: 519-822-3017

Media Inquiries and Communications - Guelph and Rockwood

Email: Media Inquiries

Call 24/7 Media Line: 1-833-MEDIALN (1-833-633-4256)

Follow us on Twitter @GuelphHydro @AlectraNews

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New Construction and Upgrading of Services - Guelph and Rockwood

Email: Technical Services Department

Call: 519-822-3017

 Power Outages - Guelph and Rockwood

View Power Outage Map

View our Power Outage Map to see the status of current power outages

  • Note: If your home or business is located within the red area on our Power Outage Map, we are aware of the outage. We will be taking steps to restore power as quickly as possible.

 

Report an Outage Online

If you wish to report a power outage, use the Report a power outage online 24/7 bar on the Power Outage Map.

 

Report an Outage by Telephone

Report a power outage by telephone: 519-822-3014

  • Note: Telephone lines may be overloaded during a widespread power outage.
Purchasing - Guelph and Rockwood

Email: Purchasing Department

Call: 519-822-3017

Technical Services - Guelph and Rockwood

Email: Technical Services Department

Call: 519-822-3017

Tree-Trimming Arborist - Guelph and Rockwood

Email: Tree-Trimming Arborist

Call: 1-866-232-5845

Water, Wastewater and Stormwater Services - City of Guelph

Water and Wastewater

Water Services Department - City of Guelph

Call: 519-837-5627

Email: waterservices@guelph.ca

 

Stormwater Service Team - City of Guelph

Call: 519-837-5604 ext. 3486

Email: stormwater@guelph.ca 

Webmaster

Email: Webmaster

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