Alectra’s COVID-19 Response FAQs

Frequently Asked Questions – Alectra response to COVID-19

What measures has Alectra taken to protect 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 have been assigned to work from home and operations have been 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 is maintaining 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.
  • We are following the direction of health authorities to ensure that our practices are aligned with the latest recommendations and we have put protocols in place to minimize the risk for our employees and the public. To ensure the safety of our customers:
    • We are no longer accepting visitors at our service and office locations, and non-essential employees are working remotely.
    • Drop boxes at all locations have been closed.
Will this issue affect my hydro service?
  • No, you will not experience a change in your service. 
  • We prepare year-round for the unexpected and have initiated detailed pandemic plans to ensure the health, safety and physical well-being of our customers and employees. 
  • We are equipped to deliver the uninterrupted, reliable service that our customers are accustomed to.
Are you closing any of your locations?
  • To help prevent the spread of the virus we are no longer accepting visitors at our service and office locations, and non-essential employees are working remotely 
  • Alectra’s Jane Street office in Vaughan has been closed to avoid interaction with patients at a medical clinic located in the same building.
Will customers be disconnected?
  • No. We recognize the economic uncertainty for customers across the Greater Golden Horseshoe Area associated with the COVID-19 outbreak, and we are committed to working with customers to provide flexible payment terms during this time of uncertainty.
  • We will be extending the winter ban on disconnections until the pandemic is under control.
What kinds of financial assistance or payment plans is Alectra offering?
  • We currently offer support programs and flexible payment programs for those that require assistance paying their electricity bills. If you are in need of financial assistance and would like more information, follow this link 
  • Or call 1-833-ALECTRA. Please note that due to higher than normal call volumes wait times may be longer than usual.
Will Time of Use pricing be suspended during this period?
  • Effective March 24th, 2020, Alectra residential and small business customers on Time-of-Use rates will pay the off-peak rate of 10.1 cents per kWh, which is less than half of the on-peak rate (20.8 cents per kWh), all day and every day. 
  • This means between 7 am and 7 pm on weekdays rates match what customers pay between 7 pm and 7 am on weekdays and all day on weekends and holidays.
What is Alectra doing to help its communities’ health care professionals?

On April 7th, Alectra provided 16,800 N95 particulate respirator masks to hospitals across its service territory to help address shortages resulting from the COVID-19 pandemic. N95 masks were distributed to:

  • Royal Victoria Regional Health Centre (Barrie) 
  • Guelph General Hospital (Guelph) 
  • Hamilton Health Sciences (Hamilton) 
  • Markham-Stouffville-Hospital (Markham) 
  • Trillium Health Partners (Mississauga) 
  • Greater Niagara General Hospital (St. Catharines) 
  • Mackenzie Health (Vaughan)