We care about our customers and their well-being. We recognize how difficult it is for some customers to pay their bills and make every effort to work with them to come up with a solution.

Our Credit and Collections Department staff work very hard with customers to come up with payment plans that take into consideration people's personal circumstances.

Avoiding Disconnection

The decision to disconnect a customer's electricity service is not easy and we make every reasonable effort to avoid disconnecting service including:

  • Using a variety of methods to contact the customer to remind them that their bill is past due - by mail, via email, by telephone and in some cases, in person
  • Authorizing our Credit and Collections staff to permit special payment arrangements that take into consideration special circumstances. We will not disconnect customers who agree to a payment arrangement and follow that arrangement.
  • We inform customers about programs that may help them:
    • Ontario Electricity Support Program (OESP) 
      IMPORTANT: When completing the application, under “Utility Account Information”, select “GUELPH HYDRO ELECTRIC SYSTEMS INC.” as the Utility Provider and reference your 18-digit Utility Account Number found on your monthly statement.
Disconnection Process

Disconnection notices sent to residential customers will contain prescribed information, such as the earliest and latest date disconnection may occur, the forms of payment a customer may use, that an Ontario Energy Board prescribed arrears management program is available, and that a disconnection may take place whether or not the customer is home at the time.

When a disconnection notice is issued in a building with multiple units and a master meter, a copy of the notice will be posted in a conspicuous place in the building.

When all efforts to collect payment have failed, we will have no choice but to send a representative out to a customer's residence or business to disconnect service. One final attempt to collect payment via a mobile debit machine will be made at the service property by our service technician. If that fails, the electricity service will be disconnected. The disconnect / reconnect fee that will be charged is included on our Service Charges page.

In some cases, we install a load limiting device instead of completely disconnecting the power. Load limiting devices limit the amount of electricity available to the customer but usually allow enough for heat. 

Once payment in full is received or a reasonable payment schedule has been arranged with our Credit and Collections staff, we will reconnect a property within two business days, at least 85% of the time. For safety reasons, the customer, or customer representative, must be present at the time of reconnection. 

Guelph Hydro, Alectra Utilities or its affiliates shall not be held liable for any damages or claims as a result of the disconnection of service.

Suspending Disconnection Action
Please refer to our Conditions of Service.
Reasons for Disconnection

Guelph Hydro / Alectra Utilities reserves the right to disconnect the supply of electrical energy for causes including, but not limited to:

  • Overdue amounts payable for the delivery of electricity;
  • Electrical hazardous conditions;
  • Electrical disturbance propagation caused by customer equipment that is not corrected in a timely fashion:
  • Non-authorized use of energy
  • Adverse effect on the reliability and safety of the distribution system.
  • Imposition of an unsafe worker situation beyond normal risks inherent in the operation of the distribution system.
  • A material decrease in the efficiency of the distributor's distribution system.
  • A materially adverse effect on the quality of distribution services received by an existing connection.
  • Inability of the distributor to perform planned inspections and maintenance.
  • Failure of the Customer to comply with a directive of Guelph Hydro / Alectra Utilities made for purposes of meeting its License obligations; or
  • Any other conditions identified in our Conditions of Service document.

Guelph Hydro / Alectra Utilities may disconnect the supply of electricity to a customer without notice in accordance with a court order, or for emergency, safety or system reliability reasons.

Having Power Reconnected - Safety Checks

Before power to your home is reconnected, the Electrical Safety Authority advises you should perform a number of safety checks.