IsNowAlectra

Guelph Hydro is now Alectra Utilities

Discover your new energy. Shape the future. Discover the possibilities.

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Alectra Service Territory MapGuelph Hydro and Alectra Utilities merged on January 1, 2019. Together, we are moving forward, providing a safe and reliable supply of electricity, exceptional customer service, and innovative energy solutions for families and businesses in Guelph and Rockwood.

Serving more than one million homes and businesses in Ontario’s Greater Golden Horseshoe area, Alectra Utilities is the largest municipally-owned electric utility in Canada, based on the total number of customers served.

Our mission is to be the energy ally that our customers expect us to be. We are equipped to discover the possibilities of energy conservation and new technologies for enhancing the quality of life of customers in the 17 communities we serve.

Visit the Alectra Utilities website for more information about the company.

During the transition from Guelph Hydro to Alectra Utilities, some things will remain the same and some may change.

Business Hours – Guelph location - 395 Southgate Drive

Monday to Thursday – 8:00 a.m. to 6:00 p.m.

Friday – 8:00 a.m. to 4:30 p.m.

Making Payments 
As a former Guelph Hydro customer, please continue to make your payments to Guelph Hydro.
Customer Service Needs
Opening or Closing an Account
Open or close an account online or call our Customer Care Centre at 519-822-3010 during normal business hours.
Power Outage
View our Power Outage map, follow us on Twitter @GuelphHydro or call 519-822-3014 (24/7).

Frequently Asked Questions

When did Guelph Hydro become Alectra?
Guelph Hydro merged with Alectra on January 1, 2019.
Who should I contact to open or close an account or if I have a concern with my bill or service?

Customers should continue to contact the Guelph office as normal for account inquiries, opening or closing an account, power outages and other information.

For Customer Service:

For outage information:

  • View our Power Outage map
  • Follow us on Twitter @GuelphHydro
  • Call 519-822-3014 (24/7)
Paying my bill:
  • How do I pay my bill now that Guelph Hydro is merged with Alectra? 
  • Should I write my cheque out to Alectra or Guelph Hydro?  
  • Do I need to change the company name when I pay bills via online banking?
  • What about if I pay via credit card using Paymentus?
There is no change to the way that customers pay their bills. Customers should continue to make payments to Guelph Hydro. For more information, visit our Payment Options page.
Did the Customer Service phone number and email address change?

No. The Customer Service phone number and email address remain the same.

For Customer Service:

For outage information:

  • View our Power Outage map
  • Follow us on Twitter @GuelphHydro
  • Call 519-822-3014 (24/7)
Can I still pay my bill in person at the office located at 395 Southgate Drive in Guelph?
Please note that, as of June 1, 2019, in-person payments are no longer accepted at our offices at 395 Southgate Drive.  Payments can still be made in person at one of our payment depots.
Will the business hours change for the Guelph location?

Business hours in Guelph will remain the same. However, Alectra is continually reviewing services to ensure they meet the needs of our customers.

Business hours for our Guelph location are:

Monday to Thursday – 8:00 a.m. to 6:00 p.m.

Friday – 8:00 a.m. to 4:30 p.m.

Will my bill increase/decrease because of the merger?

Initially there will be no impact on distribution rates, which accounts for 21 per cent of the bill and is the only portion that the utility has control over.

Eventually, customers will see a reduction in the upward pressure on distribution rates and perhaps reductions due to efficiencies gained through the merger. It is predicted that residential customers will save an overall average of $40 per year on bills as the efficiencies from the merger are achieved over the next 10 years.

Will the Guelph Hydro website change?
For the time-being, the Guelph Hydro website still functions the way it always has, but it looks a little different since it now displays the logos of both Guelph Hydro and Alectra Utilities. Links to the Alectra Utilities website, www.alectrautilities.com, have been added where appropriate.
Does the outage map still function?
Yes, the outage map for Guelph and Rockwood still functions.
How do I report an outage?
Customers can report an outage online using the power outage map or by calling our Customer Service Department during normal business hours at 519-822-3010 or Control Room after hours at 519-822-3014.
Did the Twitter handle change?
No, there will be no change to the @GuelphHydro twitter handle for a period of time. Customers may also wish to follow @AlectraNews for additional information.
What are the benefits for customers as a result of this merger?

In addition to rates being lower than they would have been without the merger, customers can expect the following benefits:

  • The same excellent customer service that they receive today.
  • Service provided by local crews that will be maintained in the Southwestern Ontario operations hub in Guelph to respond to local calls.
  • Access to a much larger team of skilled workers to assist in performing repairs and restoring power during storms and emergencies.
  • Service reliability that will be maintained or improved.
  • Continued upgrading and maintenance of infrastructure.
  • Service enhancements that will result over time from adopting best practices of the two utilities.
  • Operational efficiencies that will help keep electricity distribution rates as low as possible.
  • A new Green Energy & Technology (GRE&T) Centre in Guelph that will attract talent and build skills in green and emerging energy technologies.
  • A representative from the community of Guelph on the Alectra Board of Directors.
Who should I contact if I am looking for a sponsorship or a donation?
Through Alectra’s Community Support program, we sponsor local organizations that promote sustainability within the communities we serve. Visit the Community Programs page of the Alectra Utilities website for details.