Medical Equipment-Emergency Call List

If you or someone in your home has a life-threatening medical condition that depends on electrically powered medical equipment such as a home dialysis unit, respirator, continuous positive airway pressure (CPAP) unit, or special life support equipment, you may self-declare and be placed on our Medical Equipment Emergency Call List.

How to Apply

To be placed on our Medical Equipment Emergency Call List, you have two options

  1. Call our Customer Service Department at 519-822-3010
  2. Fill out and submit an Emergency Call - Medical Reasons form

We Do Not Guarantee Uninterrupted Electricity

Due to circumstances beyond our control, we cannot guarantee an uninterrupted supply of electricity. However, if your name is on our list, we will make every reasonable effort to inform you ahead of time of scheduled power outages so you can arrange to have back-up power to support your critical equipment.

When power is being restored after an unplanned outage, an attempt will be made to be sensitive to the needs of the customers on the list. This does not, however, guarantee that their electricity will be restored in advance of other customers.

Be Prepared - Have a Power Outage Plan

Since we cannot guarantee an uninterrupted supply of electricity, customers on electrically-powered life support systems should plan for scheduled or unplanned power outages.

  • Keep phone numbers of emergency response agencies (e.g., 911, hospital, fire department, police) in a convenient location, in case emergency assistance is needed.
  • Ensure that you have a back-up telephone if you use a cordless or other telephone that is dependent on electricity. Have a backup charging unit for your mobile phone.
  • Have an alternate plan in place to ensure the continuity of any life-support needs. This may include making special arrangements to spend time with a friend or relative during an outage, going to the hospital, using a back-up generator or uninterruptible power supply (UPS).
  • Electric garage door openers will not operate during any power interruption but they can be operated manually. Make sure to have a plan if help will be required to open the door.
  • Consider purchasing a back-up generator. If using a back-up generator, customers are responsible for the safe installation, use, and maintenance of any back-up power. The Electrical Safety Authority provides tips for Safe Stand-by Generator Operation.
  • If your equipment comes with a battery back-up, remember to keep the battery charged and to test the battery every six months.
  • Have a battery-powered radio on hand and a supply of fresh batteries to keep informed of news and other information.
  • Keep an emergency box or bag of supplies, such as medical items, flashlights and candles, canned food and manual can opener, and water packed at all times. It's much easier to locate one box or bag of supplies in the dark rather than searching around the house looking for each item.
If you need this information or any document contained on this page provided in another format, please contact our Customer Service Department by telephone at 519-822-3010 or email Customer Service.  Visit our Accessibility page for more information about the services available to you under the Accessibility for Ontarians with Disabilities Act (AODA).