Cancellation Hydro One: Step-by-Step Guide

What is Hydro One

Hydro One Networks Inc. is a major electricity transmission and distribution utility that serves customers across Ontario, Canada. It manages meter-to-meter electricity delivery, billing under the Ontario Energy Board’s Regulated Price Plan (RPP), and customer services including deposits, disconnections, and service guarantees.

How to cancel Hydro One

• Notify Hydro One at least five business days before your move or service end date so a final meter reading can be scheduled; include your account number and the planned final read date.
• If you are on Budget Billing, request cancellation - Budget Billing may be cancelled at any time and takes effect the next or following billing cycle; a reconciliation takes place after the 12th bill and any balance will be billed or credited. Source
• Send a written cancellation or account-closing notice by registered mail to the billing address (recommended): Hydro One Networks Inc., P.O. Box 5700, Markham, Ontario L3R 1C8. Keep copies and proof of mailing (registered receipt).
• Provide a forwarding address for the final bill and any deposit refund; confirm whether you want Hydro One to perform a final meter read or if you will supply read information.
• Confirm account closure in writing and obtain a final account reference number or confirmation email/letter from Hydro One.

What happens when you cancel

When you close your Hydro One account the utility will arrange a final meter reading (you must give at least five business days’ notice for this). Your security deposit, if any, will be applied to the final bill; any overpayment plus interest is returned after account closure - typically within several weeks. If you participated in Budget Billing, Hydro One reconciles usage over the annual cycle; you may receive a final debit or credit following that reconciliation. Account access, online profile, and automatic payments will cease once the account is closed; Hydro One retains account records as required by policy and regulation.

Will I get a refund?

Security deposits are applied to outstanding balances and to the final bill; any remaining deposit plus accrued interest is refundable. Business security deposits are reviewed annually and may be refunded once a satisfactory payment history is established. Hydro One also provides customer-account credits under its service guarantees (for missed appointments, unreturned calls, or failure to connect service within specified timelines) - credits generally are $75 per incident up to an annual cap. Hydro One warns that unsolicited refund offers via text or email are scams; legitimate refunds are not issued through unexpected messages. See Hydro One’s Security Deposit Policy, Service Guarantees and Fraud Alerts for details.

Hydro One plans and pricing

Hydro One follows the Ontario Energy Board’s Regulated Price Plan (RPP); electricity is billed per kWh under TOU, Tiered, or Ultra-Low Overnight plans rather than a fixed monthly rate.

Your consumer rights in Canada

Under Hydro One’s Conditions of Service and applicable Ontario regulation, customers must receive at least 23 days to pay a bill (3 days mailing plus 20 days payment) before late fees are applied; the typical late payment charge is 1.5% per month. Customers facing payment difficulty can contact Hydro One to discuss payment arrangements and are eligible to apply for government or charitable assistance programs such as LEAP or the Ontario Electricity Support Program. Hydro One may disconnect service for non-payment but must follow notice and procedural rules; customers should communicate early to avoid disconnection. Damage claims for property harm caused by Hydro One’s negligence are accepted subject to limitations (Hydro One excludes acts of God, animal interference, and indirect losses). For SMS communications, customers can opt out anytime (text STOP) and Hydro One’s SMS terms limit liability and disclaim warranties. The Ontario Electricity Rebate (23.5%) applies automatically or via self-declaration for eligible customers as specified by Hydro One.

Customer experiences

Public reviews vary. Employees and some customers report positive experiences - good pay and benefits for staff, supportive coworkers, and learning opportunities for entry-level roles. Conversely, reviews and forums also describe organizational bureaucracy, management and culture concerns, and complaints about unexplained high bills or slow resolution of high-usage disputes. When evaluating anecdotal reviews, consider whether the feedback relates to billing resolution, customer service response times, or employment conditions.

Documentation checklist

• Account number and recent bill(s)
• Government-issued photo ID showing the name on the account
• Written cancellation/request to close account (signed)
• Forwarding address for final bill and deposit refund
• Proof of move or tenancy end date (lease end, closing statement, etc.)
• Meter reading (if you will provide it) or permission for Hydro One to perform final read
• Copies of correspondence and registered-mail receipt

Common mistakes

Common errors include failing to give at least five business days’ notice for a final meter reading, not cancelling Budget Billing (which may delay reconciliation), not providing a forwarding address so refunds or final bills are delayed, and relying on phone-only confirmation without following up in writing. Another frequent problem is mistaking scam messages for legitimate refund notices - Hydro One advises that unsolicited text/email refund offers are fraudulent. Keep proof of cancellation (registered mail receipt and confirmation number) to avoid disputes.

Comparative recap

After cancelling

After you close your account expect a final bill reflecting usage to the final read date and application of any security deposit. Budget Billing customers should expect a reconciliation which may produce an additional charge or credit after the plan’s annual cycle. Hydro One states deposit refunds (or excess) plus interest are returned following account closure - typically within several weeks; for business deposits there may be an annual review before refund. If you do not receive a final bill or refund within the expected timeframe, contact Hydro One and provide your cancellation confirmation; retain your proof of mailing and account documents. For information on deposits, service guarantees and fraud alerts, see Hydro One’s published pages: Security Deposit Policy, Our Service Guarantees, and Fraud Alerts. For cancellation guidance summarized from independent sources see this guide: How to cancel Hydro One.

Address

Send billing and service correspondence (including cancellation notices) by registered mail to:

Hydro One Networks Inc.
P.O. Box 5700
Markham, Ontario L3R 1C8
Canada

Note: Hydro One’s head office is at 483 Bay Street, Toronto, but P.O. Box 5700 is the recommended address for billing and service correspondence, especially cancellations; use registered mail (raccomandata A/R) and keep your receipt.