Your Residential Hydro Account
Opening your First Account | Security deposits | Paying your bill
Moving your account | Closing
your account
If you have any questions, please do not hesitate to call us at (807) 343-1111.
Opening an Account
To open a new residential account with us, you may choose to visit our Customer Service office on the main floor of our offices located at 34 Cumberland St. North.
You may also print off our online forms and fax the information to us at
FAX (807) 343-1044
The process is simple.
- Please bring the following information:
- two pieces of personal identification,
- your telephone number,
- complete address (and your landlord's if applicable), and
- the date your service is to begin.
- You will be asked to complete a Credit Information Form and to sign a contract.
- A security deposit will be required unless you have had
a hydro
account previously, either with us or another hydro utility. In this case, we will waive the deposit if you had one year of good credit history on your previous account.
Security Deposits are charged for new accounts. For complete details, please contact Customer Accounts at 343-1111 or read our Policy for Security Deposits..
We will waive Security Deposits for residential customers provided:
-
a letter from either a Canadian gas or electric utility is submitted confirming a good payment history* in the previous 24 months, or
- proof of a minimum 700 credit score is provided
* A good payment history includes: not more than one Disconnect Notice; not more than one cheque or pre-authorized payment returned for insufficient funds; and no disconnections or collect trips.
- Deposit Payment Options:
- By cash or cheque at Customer Service located in our adminstration building at 34 N. Cumberland Street.
- Security Deposit Interest:
- Your Security Deposit earns interest at a rate of 2% less than the Bank of Canada's prime business rate (updated quarterly). The interest is credited to your account at least once every 12 months or on return of your security deposit or upon closure of your account, whichever comes first.
- Return of Security Deposit:
- Your security deposit is reviewed after one year of full payment history. Based on this review, your deposit amount is re-calculated based on your past year's bills. If the amount of the deposit is to be adjusted upward, the adjustment will be applied to your hydro bill and your deposit held for another year. If no adjustment is required and you have a good payment history, the deposit will be credited back to you on your hydro bill.
Paying Your Bill
A variety of payment methods are available. See our payment options page.
Moving Your Account
If you are moving to another address within Thunder Bay, you need to close your old account and open a new one. We need a minimum of five working days to make the change.
You can change your account by calling our office at 343-1111 with the following information:
- your name, address and telephone number
- acceptable government issued identification
- whether you are a tenant or owner
- your Thunder Bay Hydro account number
- your new address and telephone number
- the final date at your existing address and the initial date at your new address
Closing Your Account
You can close your account by calling (343-1111) or visiting our office at least 5 working days prior to your move. We will need to know:
- your name, address and telephone number
- your Thunder Bay Hydro account number
- whether you are a tenant or owner
- the final date on which the meter should be read, and what arrangements, if any, are required to access the meter
- a forwarding address for your final bill
- the name of the new occupant/owner
During the winter months, we require the disconnection request in writing.
You can FAX the information to (807) 343-1044 or email it to
This page last updated 2012-02-06.
