Alectra Utilities preserving core services, protecting employees and customers during COVID-19

As the coronavirus (COVID-19) pandemic continues to evolve, Alectra is taking active measures to support customers and protect its employees and the public.

Alectra has activated its Emergency Operations Centre and is working closely with the province and its municipal partners. All non-essential employees are being assigned to work from home and operations are being scaled back to focus on safe and reliable delivery of the following core services: 

•    The continued safe operation of our electricity grid;
•    Emergency and restorative services, and;
•    Other services required to support emergency field operations.

Alectra will maintain call centre services to handle customer moving and payment inquiries, as well as full emergency power restoration capabilities to respond to storms and other events. 

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COVID-19 Recovery Rate for time-of-use customers

The Government of Ontario has implemented a COVID-19 Recovery Rate. From June 1 to October 31, 2020, households, farms and small businesses who pay time-of-use electricity rates will be charged 12.8¢/kWh around the clock.

Answering your calls might take a little longer as we adjust our call centre operations. Thank you for your patience.

Recognizing the economic uncertainty for customers across the Greater Golden Horseshoe Area associated with the COVID-19 outbreak, Alectra will work with customers to provide flexible payment terms and will not disconnect customers during this time of uncertainty. Account collection actions have been suspended for residential and small business customers until July 31, 2020.

If you are concerned about a possible postal service stoppage or would prefer not to have manual handling of your bill, you can switch to Ebilling in My Account.