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Hydro One delivers long-awaited redesigned electricity bill

Nov 29, 2017

TORONTO, Nov. 29, 2017 /CNW/ - Today, Hydro One announced that its customers will start receiving a completely redesigned electricity bill. The new, easy to understand billing statement was developed using proven research and substantial direct feedback from thousands of customers. 

Hydro One Inc. (CNW Group/Hydro One Inc.)

"With over 14 million bills being mailed out each year, it is our greatest and sometimes only point of contact with our 1.3 million valued customers," said Ferio Pugliese, Executive Vice President, Customer Care and Corporate Affairs, Hydro One. "Over the years our customers have told us that they find our old bill confusing and difficult to understand."

The new electricity statement is clear, easy to understand and features the most important information customers are seeking front and centre. It also focuses on the five most important questions our customers told us they want answers to:

  • What do I owe?
  • When is it due?
  • How much electricity did I use?
  • How does it compare to my last bill?
  • How can I contact Hydro One?

"We have been working hard to deliver on what customers are looking for and it's only right that customers have a bill they can easily understand so they know how their electricity consumption is being spent," said Pugliese. "We also want to thank those customers who provided candid feedback as part of the process."

Hydro One is the first electricity service provider in Ontario to change billing statements for most of its customers. Hydro One advocated for the ability to change its electricity bill after learning that more than 40 per cent of customers found it confusing. In addition, questions related to understanding the statement account for approximately 38 per cent of calls into its Customer Contact Centre. The new bill changes are expected to improve service and reduce costs, which would be returned to customers. 

Customers will start receiving the redesigned bill over the next few months as the old version is phased out. The new version of the bill will also translate well to the digital environment as an e-bill on both web and mobile applications. To view a copy of Hydro One's new bill, visit

About Hydro One Inc.:

Hydro One Inc. is a fully owned subsidiary of Hydro One Limited and Ontario's largest electricity transmission and distribution provider with more than 1.3 million valued customers, $25 billion in assets and annual revenues of over $6.5 billion. Our team of 5,500 skilled and dedicated employees proudly and safely serves suburban, rural and remote communities across Ontario through our 30,000 circuit km high-voltage transmission and 123,000 circuit km primary distribution networks. Hydro One is committed to the communities we serve, and has been rated as the top utility in Canada for its corporate citizenship, sustainability, and diversity initiatives. We are one of only five utility companies in Canada to achieve the Sustainable Electricity Company designation from the Canadian Electricity Association. We also provide advanced broadband telecommunications services on a wholesale basis utilizing our extensive fibre optic network. Hydro One Limited's common shares are listed on the Toronto Stock Exchange (TSX: H). For more information about everything Hydro One, please visit

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SOURCE Hydro One Inc.

For further information: Hydro One Media Relations 24 hours a day at 1-877-506-7584 (toll-free in Ontario only) or 416-345-6868.