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Newmarket Hydro FAQ

Common questions regarding online account information and Hydro billing.

Which Online Account Services are available?

• View your current Statements and Due Dates
• View meter reading information
• Compare Monthly electricity usage
• View your Account summaries
• View your Billing History
• View rate information
• Submit a change of address request
• View your Service Order Status

How can I contact Newmarket Hydro about issues or questions regarding my account?

Visit our contact information page, and use one of the listed methods to contact us.

Where can I find a list of phone numbers if I want to reach someone at Newmarket Hydro?

Click here to view our contact information page.

How do I give Newmarket Hydro feedback?

Send an email to with subject line “Newmarket Hydro website feedback”.

This is my first time using online account information. Where can I find my account information?

All information needed to login is present on a recent copy of your Newmarket Hydro bill. If you cannot locate the required information on your bill, please contact us for assistance.

My account does not reflect my recent payment, why?

Payments and Charges usually take 2-3 days to be reflected in the billing system. If your online account details are not accurate within a week, please contact us.

Why has my Hydro Bill increased?

• Your Hydro Bill could have increased due to any number of reasons. Most often it is due to a change in the amount of power used. Some examples that would increase your consumption would be:
vvv - Supplementary electric heat being used.
vvv - Automobile block heater
vvv - Increase in hot water consumption, addition of a dishwasher, increase in household occupants etc.
vvv - Use of high-consumption items such as those mentioned above will result in higher hydro usage, and vvvvvconsequently an increase on your Hydro Bill.

What is a kilo-watt hour?

It's the unit of electricity that your hydro meter measures and for which we bill you each month. A kilowatt-hour [kWh] is 1,000 watts of electricity used in one hour. That is the equivalent of the power used to light a 100 watt light bulb for ten hours. KWh usually accumulates in fractions. If the 100 watt light bulb is on for one hour that’s one tenth of a kWh. If it’s on for one hour per day for 30 days that’s 30 X 1/10 = 3 kWh. To operate a standard 5,000 watt electric clothes dryer for 12 minutes, 1/5th of an hour would equal 1 kWh. To operate the drier for an hour would use 5 kWh.

Disconnection

A. Can a customer be disconnected for non-payment of the electricity bill?

  1. Newmarket-Tay Power Distribution Ltd. has the right to disconnect a customer and no longer provide services if the customer does not pay the electricity bill.
  2. Newmarket-Tay Power Distribution Ltd. will only disconnect a customer if payment is not received in a timely manner, and after following rules that are prescribed by the Ontario Energy Board, the regulator of Newmarket-Tay Power Distribution Ltd.
  3. Newmarket-Tay Power Distribution Ltd. can also disconnect power if a customer fails to pay a required security deposit.
  4. Newmarket-Tay Power Distribution Ltd. also has the right to disconnect a customer without notice in accordance with a court order or for emergency, safety or system reliability reasons.

B. What steps will Newmarket-Tay Power Distribution Ltd. take if a customer does not pay the electricity bill?

The following describes what will happen if payment is not received Newmarket-Tay Power.

  1. If payment has not been received and it is more than 20 days after the bill has been issued to the customer, Newmarket-Tay Power Distribution Ltd. can apply late payment charges and start collection actions.
  2. Newmarket-Tay Power Distribution Ltd. must deliver an account overdue notice to the customer by the customer’s preferred method of communication, if known. Otherwise, the notice is issued by mail or any other means that is determined to be appropriate by Newmarket-Tay Power Distribution Ltd.
  3. If payment is still not received 7 calendar days after issuing the overdue notice, Newmarket-Tay can issue a disconnection notice.

C. What will be in a disconnection notice?

  • The date of the notice.
  • The amount that is overdue for payment, including all applicable late payment and other charges associated with non-payment to that date.
  • The amount of any approved service charges(s) that may apply to reconnect service, should the service be disconnected and the customer request reconnection.
  • The forms of payment options for the customer to pay all overdue amounts to avoid disconnection, and the time periods during which the forms of payment will be accepted.
  • The earliest and latest date disconnection may occur. (Note: disconnection cannot take place until at least 14 calendar days after the disconnection notice is issued).
  • If a Newmarket-Tay Power Distribution Ltd. service person arrives to disconnect your service, the acceptable form of payment is by Credit Card only (fees apply).
  • Notice that the disconnection may take place whether or not the customer is at the premises.
  • Payment options using an Ontario Energy Board prescribed standard arrears management program or equal monthly payment plan. The Notice will provide contact information for the customer to obtain further information.
  • Programs for eligible low-income customers. The Notice will provide information on how to access these programs and the Emergency Financial Assistance Program.

D. After I received a disconnection notice, I made a payment to Newmarket-Tay Power Distribution Ltd. But my payment is not sufficient to cover the outstanding amount for electricity, water and sewer service charges. How does Newmarket-Tay Power Distribution Ltd. treat my payment?

  • Where a bill issued to a residential customer includes charges for services other than electricity such as water and sewer, Newmarket-Tay Power Distribution Ltd. is required by the Ontario Energy Board to allocate any payment made by the customer first to the electricity charges and then, if funds are remaining, to the charges for other services such as water and sewer.
  • Customers in Tay or Midland rate zones are only billed for electricity services.

E. If my payment is not sufficient to cover the outstanding amount for electricity, water and sewer service charges, can I request Newmarket-Tay Power Distribution Ltd. to allocate my payment not fully to electricity and pay some of my bill for water and sewer services?

  • Newmarket-Tay Power Distribution Ltd. may, but is not required to, allocate the payment in the manner requested if a customer requests that a payment be allocated in a manner other than what is required by the Ontario Energy Board.

F. I have received a disconnection notice, what should I do to avoid a service disconnection?

  1. To avoid disconnection, it is important to contact Newmarket-Tay Power Distribution Ltd. as soon as you receive a disconnection notice. Do not delay.
  2. The quickest way to keep an electricity service connected is by paying the outstanding balance. Information on how to contact Newmarket-Tay Power Distribution Ltd. Customer Service Teams are listed at the bottom of this document.

G. If I cannot pay the amount that I owe for my electricity, what options are available to me to avoid a service disconnection?

  1. Newmarket-Tay Power Distribution Ltd. understands customers may have difficulty paying the bill at times and that assistance may be required to help the customer. Our preference is to avoid disconnection and work out a payment plan to assist you in keeping your account in good standing.
  2. If a customer is having difficulty making a payment or has extenuating circumstances, the customer may qualify for an Ontario Energy Board prescribed standard arrears management program, which is available to all residential customers.
  3. The customer can join one of our convenient payment plans, including an equal monthly payment plan. Please contact our Customer Service Team, and they will assist you in making these arrangements.
  4. There are programs available to eligible low-income customers through the Ontario Electricity Support Program (OESP), or emergency funding offered by the Low-income Energy Assistance Program (LEAP). For further information, please contact (905) 895-6276.
  5. The above programs will allow the customer to repay the debt over a period of time. However, taking advantage of these programs does not excuse a customer from paying the amount owed or from paying the new bills.

H. I have made a partial payment towards my bill. Will my electricity service still be disconnected?

  1. notice of disconnection. A disconnection can still be avoided if the customer pays off the outstanding balance.
  2. If a customer is having difficulty making a payment or has extenuating circumstances, the customer may qualify for an Ontario Energy Board prescribed standard arrears management program, which is available to all residential customers. Customers can join one of our convenient payment plans, including an equal monthly payment plan.
  3. Please contact our Customer Service Team, and they will assist you in making these arrangements. Information on how to contact Newmarket-Tay Power Distribution Ltd. Customer Service Teams are listed at the bottom of this document.

I. I am a low-income customer. What specific programs are available to me?

  1. Ontario Electricity Support Program (OESP), which may be found at www.ontarioelectricitysupport.ca or by phoning 1-855-831-8151.
  2. Low-Income Energy Assistance Program (LEAP), which provides emergency financial assistance to help pay overdue electricity bills. Newmarket-Tay Power Distribution Ltd. customers may contact their local Salvation Army to see if a customer is qualified for assistance. For further information, please contact (905) 895-6276.
  3. A new COVID-19 Energy Assistance Program is a one-time credit now available to electricity residential customers who are experiencing hardship due to COVID-19. Please visit our website to fill out an application form.
  4. Consumers can learn about OESP, LEAP, and COVID-19 programs on the Ontario Energy Board website
  5. In addition, Newmarket-Tay Power Distribution Ltd. must offer convenient payment plans, including an equal monthly payment plan to low-income customers.
  6. Newmarket-Tay Power Distribution Ltd. must suspend a disconnection action for a period of 21 calendar days once it has been advised that a customer may be eligible for emergency financial assistance under the Ontario Energy Board’s low-income energy consumer programs.
  7. Newmarket-Tay Power Distribution Ltd. must waive security deposits and allow longer payment timeframes under an Ontario Energy Board prescribed standard arrears payment plans.

J. When can Newmarket-Tay Power Distribution Ltd. disconnect a customer if payment is not made?

  1. At least 14 days after the disconnection notice is issued and if payment is still not received, Newmarket-Tay Power Distribution Ltd. will schedule disconnection.
  2. The disconnection can occur any time during the next 14 calendar days.

K. Will Newmarket-Tay Power Distribution Ltd. inform a customer of when a disconnection occurs?

  1. Notice of disconnection outlines the earlier and the latest date the disconnection occurs.
  2. In addition, Newmarket-Tay Power Distribution Ltd. will take all reasonable efforts to contact the customer in person or by telephone at least 48 hours prior to the scheduled date of disconnection.

L. A Newmarket-Tay Power Distribution Ltd. representative has arrived at my premises to disconnect. What can I do to avoid the disconnection?

  1. When a Newmarket-Tay Power Distribution Ltd. service person arrives at a customer’s premises to cut off power, a disconnection can still be avoided if the customer pays off the outstanding balance.\
  2. If a Newmarket-Tay Power Distribution Ltd. service person arrives to disconnect service, the acceptable form of payment is by Credit Card only (fees apply).

M. Can Newmarket-Tay Power Distribution Ltd. disconnect a residential customer during the winter?

  1. No. In the winter, Newmarket-Tay Power Distribution Ltd. must not issue a disconnection notice for an occupied residential property solely on the grounds of non-payment.
  2. Newmarket-Tay Power Distribution Ltd. is banned from disconnecting residential customers for non-payment during the winter every year, from November 15 to April 30.
  3. Homes that are already disconnected for non-payment and are occupied must be reconnected by December 1 without charge.

Reconnection

A. If I am disconnected for non-payment, what can I do to be reconnected and receive electricity services?

  1. A customer can be reconnected if the customer makes payment in full of the amount overdue, or after the customer enters into an Ontario Energy Board prescribed arrears management program.
  2. Newmarket-Tay Power Distribution Ltd. may offer additional payment arrangements. Please contact our Customer Service Team, and they will assist you in making these arrangements.

B. If I am disconnected for non-payment, when will I be reconnected if I pay the due amount or enter into an arrears management program with Newmarket-Tay Power Distribution Ltd.?

  1. Newmarket-Tay Power Distribution Ltd. must reconnect a customer within 2 business days of the date the customer makes payment in full of the amount overdue, or after the customer enters into an Ontario Energy Board prescribed standard arrears management program.
  2. Newmarket-Tay Power Distribution Ltd. may recover from customer requesting the reconnection any Ontario Energy Board’s approved reconnection charges.
  3. The reconnection charges will be applied only after reconnection has occurred.

C. What happens if I cannot afford to pay the reconnection charges?

  1. If a residential customer is unable to pay the reconnection charges, Newmarket-Tay Power Distribution Ltd. will offer reasonable payment arrangements following the reconnection.
  2. Low-income customers do not have to pay a reconnection charge.

Contacting Newmarket-Tay Power Distribution Ltd. for assistance or to obtain additional information

Newmarket-Tay Power Distribution Ltd. Customer Service Representatives are available to assist customers or require information about any programs that are available. If you need assistance, please contact our Customer Service Teams Monday – Friday 8:30 am – 4 pm.

Contact Us:

Newmarket Customers (www.nmhydro.ca/contactus.asp)

Tay Customers (www.tayhydro.ca/contact.asp)

Midland Customers (www.midlandpuc.on.ca/contact-us/)

Further Details on Customer Service Rules

  1. For detailed customer service rules for electricity, please visit Ontario Energy Board Customer Service Rules for Electricity.
  2. Customers may contact the Ontario Energy Board at 1-877-632-2727 or visit their website at http://www.ontarioenergyboard.ca/