What Alectra Utilities actually does (and why your bill says "Alectra" at the top)
Ontario's electricity market is structured very differently from Alberta's, and a large municipally-owned LDC like Alectra is the clearest example of how. Alectra Utilities wears two hats at once: it is the distributor that owns the poles, underground cables, transformers, substations and smart meters across 17 GTHA communities, AND it is your default supplier under Ontario's Standard Supply Service (SSS) rules. The bill that arrives at your home covers both jobs.
The per-kWh rate Alectra charges most residential and small-business customers is set by the Ontario Energy Board (OEB) twice a year in its Regulated Price Plan (RPP), with three structures to choose from: Time-of-Use, Tiered or Ultra-Low Overnight. Long-term fixed-rate retailer contracts exist, but they are a niche market in Ontario, and signing one does not change the delivery, regulatory or Global Adjustment lines on your bill, only the commodity portion. The wires that bring the electricity to your Brampton, Mississauga, Vaughan, Markham, Hamilton, Barrie, Guelph or St. Catharines address belong to Alectra regardless.
- Owns the wires, vaults, transformers, smart meters
- Restores power after outages (24/7 dispatch)
- Sends the monthly bill at the OEB's RPP rate
- Fixed by address: every property in the 17 communities is served by Alectra
- Replaces the commodity portion of the bill only
- Door-to-door sales banned (ECPA 2010)
- Delivery + Global Adjustment + regulatory unchanged
- Alectra still owns the wires and meter
Alectra was created in 2017 by combining four predecessor utilities: PowerStream (York Region and Barrie), Enersource (Mississauga), Horizon Utilities (Hamilton and St. Catharines) and Hydro One Brampton. Older bills and account numbers from those predecessor utilities have been migrated, but in some neighbourhoods you can still see the legacy logo on a transformer or on planning documents. The service obligation is the same: Alectra is responsible.
Where Alectra Utilities delivers power
In plain words: if you live or run a business in Brampton, Mississauga, Vaughan, Markham, Hamilton, Barrie, Guelph, St. Catharines, Aurora, Richmond Hill or one of the smaller communities Alectra inherited from PowerStream and Horizon, Alectra Utilities is your distributor. The territory is non-contiguous: it stretches from St. Catharines in the Niagara region to Barrie in Simcoe County, with Guelph in Wellington County and a cluster of York Region municipalities in between.
- •Peel Region: Brampton, Mississauga
- •York Region: Vaughan, Markham, Richmond Hill, Aurora
- •Hamilton, Niagara & Wellington: Hamilton, St. Catharines, Guelph, Rockwood
- •Simcoe County: Barrie, Alliston, Beeton, Bradford West Gwillimbury, Penetanguishene, Thornton, Tottenham
- •City of Toronto → Toronto Hydro
- •Oakville → Oakville Hydro
- •Milton → Milton Hydro
- •Rural Ontario and most small towns → Hydro One Networks
Not sure which one applies to your address? Check your most recent electricity bill: the distributor's name and OEB licence number are printed at the top of the first page.
How Alectra's charges appear on your bill
An Ontario electricity bill is broken into a handful of distinct line items, all of which appear on the same Alectra Utilities invoice. Unlike Alberta, where the commodity is billed separately by your retailer, in Ontario almost every household sees a single integrated bill where Alectra acts as both the wires company and the OEB-default supplier.
The per-kWh rate set by the OEB twice a year in the Regulated Price Plan. You pick one of three structures: Time-of-Use (peak/mid/off-peak), Tiered (low- and high-block) or Ultra-Low Overnight (for EV owners).
Funds the difference between the market price and the long-term contracts the IESO signed for nuclear, hydro, wind, solar and conservation. RPP customers see this rolled into the commodity rate; bigger customers see it as its own line.
The cost of moving electricity from the IESO-controlled grid through Alectra's wires to your meter. Includes a fixed monthly service charge plus a per-kWh distribution rate set by the OEB.
Small line covering OEB programs, the Wholesale Market Service Rate and a few other system-wide charges. Set by the OEB and applied uniformly across Ontario LDCs.
A provincial credit that reduces the pre-tax subtotal by a percentage set by the government (currently around 13 %). Applied automatically to eligible residential, farm and small-business accounts.
The 13 % federal-provincial sales tax applied to the post-rebate subtotal. Cannot be avoided; appears at the bottom of the bill.
Alectra's delivery rate is set by the OEB under the standard incentive rate-setting framework, with periodic rate applications filed publicly on the OEB's eFiling portal. The framework caps year-over-year increases against inflation and productivity targets, with limited "capital tracker" top-ups for specific approved projects such as the integration of distributed solar, EV charging clusters and grid renewal in the older urban cores.
A practical implication: if a licensed retailer offers a low fixed per-kWh rate, you'll still pay the same Alectra delivery and regulatory charges, the same Global Adjustment, the same HST. Switching retailers changes the commodity portion of your bill; switching never changes Alectra's portion.
Peak (4-7pm), mid-peak, off-peak. Best for households that can shift heavy use to evenings and weekends.
A low block for the first ~600 kWh per month (residential), a higher block above. Best for steady, modest users.
Very cheap from 11pm to 7am, much more expensive 4-9pm. Best for EV owners or anyone who can charge overnight.
Contact details: one number for all 17 communities
Alectra consolidates customer contact through a single 1-833 phone tree that routes by service area. The line is available 24/7 for outages and emergencies; business-hours options handle billing, moves, account changes and new connections.
Outages, downed wires, network emergencies. For a downed live wire, call 911 first.
Monday to Friday, 8:30 a.m. to 4:30 p.m. (general enquiries; outage line 24/7)
55 John Street North
Hamilton, ON L8R 3M8
519-822-3010 (after hours 519-822-3014)
1-844-547-1542 (business hours)
For non-urgent questions you can also use Alectra's online tools: the live outage map, the outage reporting page, or the My Alectra account portal at https://alectrautilities.com.
Report a power outage
If your power is out, the fastest path is to call 1-833-253-2872 (1-833-ALECTRA), or report it on the outage reporting page. Live restoration estimates are published on the outage map, which is updated every few minutes during major events.
Call 1-833-253-2872, use the outage page, or use the live outage map. Have your address and account number ready.
The system pinpoints the affected feeder, substation or transformer and assigns a line crew, underground team or vegetation crew.
Estimated restoration time appears on the live outage map. Single faults: usually minutes to under an hour in the suburban core. Storm-wide events: longer.
Power is verified at the smart meter. Reset clocks, check freezer contents, and report any damage right away via Alectra's claims form.
Alectra reports its reliability performance to the OEB every year in its public scorecard, with headline metrics SAIDI (average hours a customer was off per year) and SAIFI (average interruptions per customer per year). Across a 17-community territory the numbers naturally vary by neighbourhood: storms in the rural fringes of Simcoe County or wildlife contact in the older Hamilton grid often dominate annual reliability. Alectra publishes its scorecard at the regulatory affairs page.
Planned outages for maintenance are normally posted at least 48 hours in advance, by mail or notice to affected addresses and on the outage portal. If you depend on medical equipment, register with Alectra's medical-needs program so you receive priority notification.
New connection or service upgrade
For a new build, a service upgrade (e.g. moving from 100 A to 200 A for an EV charger or heat pump), a temporary construction service, or any work that requires changes to the physical wires or meter, you deal with Alectra Utilities. Start at https://alectrautilities.com or call 1-833-253-2872.
The civic address and the legal description of the lot inside one of Alectra's 17 communities.
A sketch showing where you want the meter, service entrance, and run-back to the pole or underground vault.
The amperage (100 A, 200 A, 400 A…) and voltage you need, signed off by your Master Electrician.
An Electrical Safety Authority permit and ESA sign-off once the in-house wiring is done. Alectra cannot energise until ESA clears it.
For routine residential connections once all conditions are met. Complex builds or service upgrades requiring civil work or transformer changes can run several months.
Fixed component + per-metre charge above the contribution threshold defined in Alectra's Conditions of Service.
Once the wires are in, your account opens automatically under Standard Supply Service at the OEB's Regulated Price Plan rate. You can switch your RPP structure (Time-of-Use, Tiered or Ultra-Low Overnight) at any time by contacting Alectra. If you sign with a licensed retailer later, the retailer registers their contract with Alectra and the commodity rate is replaced on your next bill cycle.
Moving home, transferring or closing a service
In Alectra's territory the move-in / move-out conversation starts with Alectra directly, not with a separate retailer. Because Alectra is the default supplier, it closes the old billing account, sets up the new one, and triggers the final meter read. If you have a licensed retailer contract you also notify the retailer separately so they can transfer or cancel their commodity supply. Most move requests need at least 1 to 2 business days of notice; 5 is safer for end-of-month moves.
Call 1-833-253-2872 (or use My Alectra online). Give them the move date and your new address.
1 to 2 business days minimum; allow 5 for month-end moves. Same-day service is rare.
On the move-out date, Alectra records the final reading remotely from the smart meter; no in-person visit required.
Alectra issues a closing bill for the period up to the move-out date. The new address bill starts under a fresh account.
Administrative transfer only. No physical work, no service interruption. Your RPP structure (TOU, Tiered, ULO) carries over by default; ask Alectra if you want to change it at the new address.
Opening a fresh account is required at the new LDC. Common destinations from Alectra territory include Toronto Hydro, Oakville Hydro, and Milton Hydro.
Meters, meter reading and accuracy
Alectra owns the meter at your address. Since the province-wide smart-meter rollout was completed in 2010-2011, virtually every residential and small-business address in Alectra's 17 communities is equipped with a smart meter that supports the OEB's Time-of-Use pricing structure. The meter is the basis for both the consumption side of your bill and the choice between TOU, Tiered or Ultra-Low Overnight RPP structures.
Every residential address. Consumption reports back to Alectra on its own; no action from you, no estimated bills.
Alectra pulls the meter and tests it on a calibrated bench against Measurement Canada's tolerance.
Download your hour-by-hour consumption via My Alectra or pipe it directly into an authorised third-party energy app.
If the meter reads outside Measurement Canada's tolerance (typically ±2 %), the test is free and you get a billing adjustment back to the date the fault is presumed to have started. If the meter passes, the test fee is charged to you at the OEB-approved tariff rate.
What do you need to do with Alectra Utilities?
Pick an action. The tool shows the right phone, the right link, and what to expect. Nothing is sent anywhere.
Note: under AUC Rule 002, Alberta distributors are not required to pay automatic compensation for outages. Damage claims are evaluated case-by-case on negligence.
Compensation and damage claims: the honest version
Ontario has no automatic, statutory compensation scheme for individual customers affected by a power outage. Unlike the UK's Ofgem Guaranteed Standards, the OEB's role is to require Alectra to report its reliability performance (SAIDI, SAIFI) every year in its public scorecard. Penalties for under-performance flow from the regulator to the distributor; they do not arrive in your mailbox as a credit.
If your fridge or freezer contents spoiled, an appliance was damaged by a voltage surge, or you incurred a clear loss during an outage, you can file a damage claim with Alectra. The claim is evaluated on negligence.
- +Equipment failure (transformer, vault, network switch)
- +Crew error during work on the network
- +Switching incident causing voltage spike
- +Unplanned, distributor-caused service interruption
- ×Severe weather (lightning, wind, ice storms)
- ×Wildlife contact (squirrels, raccoons on lines)
- ×Third-party contact (vehicle hits pole, dig-in)
- ×Planned outages notified in advance
Most Ontario home insurance policies cover food spoilage and surge damage at a low excess. If your loss is meaningful, the insurance route is usually faster than a denied utility claim. Keep dated receipts and photos either way. They're the only basis on which any claim can be evaluated.
Regulator and complaint escalation
If you can't resolve something directly with Alectra, there's a clear escalation ladder in Ontario. The Ontario Energy Board sits at the top as both the economic regulator and the body that handles consumer complaints; the Electrical Safety Authority covers physical-safety issues.
Sets the Regulated Price Plan, approves Alectra's distribution tariff, oversees the rate framework and reviews service-quality reporting (scorecards). Also runs the OEB Consumer Protection Office for individual disputes.
Administers Ontario Regulation 22/04, audits Alectra's distribution-asset safety practices and tracks the Serious Electrical Incident Index. Issues electrical permits for in-house wiring.
Most issues resolve here. Phone 1-833-253-2872 (Monday to Friday, 8:30 a.m. to 4:30 p.m.), use My Alectra or the online support portal.
If the front line can't fix it, request a written decision in writing. This creates the paper trail needed for the next step.
The OEB investigates complaints involving Ontario LDCs, retailers and unit sub-meter providers. The service is free.
Last resort. For tariff or service-quality issues you can intervene as a registered intervenor in a rate proceeding. For damage claims that are denied, civil court is the final route.