Has your account fallen behind? To avoid disconnection, it is important to contact Thunder Bay Hydro as soon as you receive a notice in the mail. Do not delay. There may be programs and options available to help you pay your bill.
Thunder Bay Hydro will try to contact you by telephone or email prior to disconnection as well. Please ensure you call or reply to our Customer Service Department to see what options are available to you.
If Thunder Bay Hydro is unable to reach you, a final attempt will be made by delivering a notice to your door with the disconnection date, giving you about 48 hours before the power disconnection.
One final phone call attempt will be made the day prior to disconnection.
BEWARE of fake disconnection calls
If you have received official notice of a "Bill Overdue", know your account balance and use regular payment methods to pay.
We never ask for payment via a 'prepaid credit card' or ask for your credit card information over the phone. You will need to contact our credit card processor via our website or the phone number provided on your "Bill Overdue" notice.
Payment plans are an option for customers. An “Arrears Payment Agreement” will allow you to repay your debt over a period of time. It does not excuse you from paying your hydro debt or from paying your new bill on time.
Please note that if you have had a payment agreement previously, you will need to contact Thunder Bay Hydro to see if you are eligible for a second.
If your account has been disconnected, you will need to pay the account in full or enter into a payment plan agreement before Thunder Bay Hydro will restore your power. In most cases, this is done within two business days of settlement.
To let us know about your payment, you can use the Confirm a Payment form online.
Special rules regarding arrears and help to pay your bill apply if you are deemed a ‘low income’ consumer.
All information for who is deemed ‘low income’ and the rules that apply can be found through the Ontario Energy Board website. Please visit their page dedicated to the Low Income Energy Assistance Program (LEAP).
Emergency Financial Assistance
Low-income customers can get up to $500 in emergency assistance for your electricity bills ($600 if your home is heated electrically) and $500 for gas bills.
The assistance is only available if you are behind on your bill – or in arrears – and may face having your service shut off (disconnected). It is for emergency situations only and is not meant to provide you with ongoing help to pay your bills.
In order to access emergency assistance, you must go through
Lakehead Social Planning Council
125 Syndicate Ave South, Unit 38
Thunder Bay, ON P7E 6H8
On Going Credits right on your bill
Have you applied for the Ontario Energy Support Program? You might qualify for a monthly credit on your account. You must apply for this credit. Read more here.
Understand all of your Rights
All rules and guidelines for Customer Service are available through the Ontario Energy Board website. For more information regarding past due accounts and disconnection processes please use this link.