Below are the answers to our most commonly asked questions.
My Alectra FAQ's
Here’s what you need to know about accessing and using your My Alectra online customer portal:
My Alectra is your new and improved online customer portal. With My Alectra, you’ll have secure access to easily manage your Alectra Utilities account online. Explore the Account, Billing, Services, and Usage menus to find everything you need to set your notification preferences, pay your bills, analyze your electricity use, and more.
My Account users have been securely moved to the new My Alectra online customer portal. Use your My Account username and password to log in to My Alectra. Your My Account password will be available to log in to My Alectra for the first 90 days. After this time, you will be prompted to reset your password, or you can use the forgot password link.
To recover your username, click the forgot username link on the My Alectra login page, and enter the email address associated with your online profile. You will receive an email from NoReply@AlectraUtilities.com with instructions for how to recover your username.
To reset your password, click the forgot password link on the My Alectra login page, and enter the username associated with your online profile. You will receive an email from NoReply@AlectraUtilities.com with instructions for how to reset your password.
Please contact us to delete your existing My Alectra profile. Once it’s removed from our system, you’ll be able to sign up for a new My Alectra online profile using your new email address and by creating a new password.
If you are registered for paperless billing, you will continue to receive monthly ebill notices by email as usual.
Note that your ebill notices will come from a new email address, NoReply@AlectraUtilities.com. Please add this email address to your safe senders list to ensure you continue to receive your monthly ebill notices.
Please contact us to delete the My Account profile associated with the previous employee’s email address. Once it has been removed from our system, you’ll be able to sign up for a new My Alectra online profile using your new email address and create a new password.
Alectra Utilities customers who did not have a My Account profile can register for My Alectra using the following information:
- Your account number
- Your name as it appears on your bill
- The phone number associated with your account
You can register for My Alectra using any phone number that is associated with your Alectra Utilities account. Please call 1-833-ALECTRA (1-833-253-2872) for assistance with adding phone numbers to your account. Once you are registered for My Alectra, you will be able to manage the phone numbers associated with your account in your online profile.
Be sure to add NoReply@AlectraUtilities.com to your safe senders list and please check your spam/junk folders. If you cannot find your confirmation email, contact us.
Choose My Rate Option FAQ's
Don’t be alarmed if your next bill doesn’t show your new rate option. We will do our best to process the change for the beginning of your next billing period. This means your rate will change within 30 days and all electricity used after this date will be charged at the new rate. You will see this on the following month’s bill.
Time-of-Use Pricing
With Time-of-Use Pricing (TOU), the price depends on the time of day and day of the week you use electricity. There are three TOU price periods: On-peak, when demand for electricity is generally higher; Mid-peak, when demand for electricity is moderate; and Off-peak, when demand for electricity is generally lower.
TOU price periods change twice a year in summer (May 1 to October 31) and in winter (November 1 to April 30). The electricity you use from 7 p.m. to 7 a.m. every day, and all day on weekends and holidays, is the lowest TOU price all year round. With TOU pricing, you can help manage your electricity costs by shifting your usage to lower price periods when possible.
Tiered Pricing
With Tiered Pricing, you can use a certain amount of electricity each month at a lower price. Once that limit (threshold) is exceeded, a higher price applies.
- The monthly Tier threshold for residential customers changes twice a year: 600 kWh during the summer period (May 1 to October 31); 1,000 kWh during the winter period (November 1 to April 30).
- The monthly Tier threshold for small business customers is 750 kWh all year round.
Tiered prices give you the flexibility to use electricity any time of day at the same price, although that price will change if you exceed the threshold during the month.
Ultra-Low Overnight Pricing
With Ultra-Low Overnight (ULO) prices, there are four price periods: On-peak, Mid-peak, Weekend Off-peak, and Ultra-Low Overnight.
The ultra-low overnight period is between 11:00 p.m. to 7:00 a.m. every day, when demand for electricity is lowest on average, and there is a higher on-peak price for consumption between 4:00 p.m. to 9:00 p.m. on weekdays, when demand is usually higher.
The ULO price periods are the same all year round. With ULO pricing, you can help manage your electricity costs by shifting high usage activities, like electric vehicle charging, to lower price periods when possible.
Time-of-Use, Tiered, and Ultra-Low Overnight prices are set by the Ontario Energy Board once a year on November 1.
No, if you choose to stay on Time-of-Use Pricing, you don’t have to let us know. It’s our default pricing option.
- You can let us know any time. After you submit a request, we will make every effort to apply your selection to your next electricity statement. If the current month's bill is already in process it will be applied on the following bill.
- More than one Rate Option Selection cannot be processed in one monthly billing cycle
No, you’re not locked into a price plan. You can switch between Time-of-Use, Tiered, or Ultra-Low Overnight Pricing at any time. However, more than one rate option selection cannot be processed in one monthly billing cycle.
No, if you have signed a contract with an energy retailer for your electricity supply, you have agreed to purchase electricity at a fixed price for a set period of time. If you return to the Regulated Price Plan when your contract ends, you will have the option to switch your rate.
If you are a new customer, your default rate plan will be Time-of-Use unless you select Tiered or Ultra-Low Overnight Pricing when you tell us you’re moving. Use our online form to let us know you’re moving and your rate option selection.
A landlord or property manager with an existing Landlord Transfer Agreement can choose Time-of-Use, Tiered, or Ultra-Low Overnight Pricing when a tenant moves out and the landlord assumes responsibility for the electricity account. Click here to access the Landlord Agreement & Rate Option form.
In April 2023, the Ontario Energy Board (OEB) announced a new electricity price plan, Ultra-Low Overnight (ULO), which offers more choice to residential and small business customers. The OEB provided a phased-in approach to offering the ULO price plan from May 1, 2023 to November 1, 2023 to allow electricity utilities time to implement the new plan. All Ontario utilities must offer ULO to their customers by November 1, 2023. Alectra Utilities is meeting our regulatory obligations by offering ULO to our customers in Fall 2023.
The ULO price plan, offered in addition to the Time-of-Use (TOU) and Tiered price plans, has four price periods: On-peak, Mid-peak, Weekend Off-peak, and Ultra-Low Overnight.
The ultra-low overnight period is between 11:00 p.m. to 7:00 a.m. every day, when demand for electricity is lowest on average, and there is a higher on-peak price for consumption between 4:00 p.m. to 9:00 p.m. on weekdays, when demand is usually higher.
The ULO price periods are the same all year round. With ULO pricing, you can help manage your electricity costs by shifting high usage activities, like electric vehicle charging, to lower price periods when possible.