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Cancel Hydro One: Step-by-Step Guide
How to cancel hydro one: your complete guide to switching providers and managing your ontario electricity account
Understanding hydro one and why you might cancel
Hydro One Networks Inc. is Ontario's largest electricity transmission and distribution utility, serving millions of residential and business customers across the province. You rely on Hydro One to deliver power to your home or business, manage your meter readings, process your bills under the Ontario Energy Board's Regulated Price Plan (RPP), and handle deposits and service guarantees. If you are relocating, switching to an alternative energy provider, or simply want to close your account, you need a clear cancellation process backed by Ontario consumer law.
At Stopee, we help you navigate utility cancellations with confidence. Whether you are moving out of Hydro One's service territory or ending service before a move, this guide walks you through every step, from notification to final refund, so you avoid delays and recover any deposit or credit owed to you.
Why you might want to cancel hydro one
You may cancel your Hydro One account for several legitimate reasons. Moving to a different province or region outside Hydro One's service area is the most common trigger. You might also want to close an account if a household member moves out and you need to transfer service to a new account holder. Some customers cancel Budget Billing plans when spending patterns change. Stopee has helped thousands of consumers understand their cancellation rights and avoid unnecessary fees or lost deposits.
Your consumer rights under ontario law
Your cancellation rights are protected under Ontario's Consumer Protection Act and the Regulated Energy Network Code. You have the right to cancel service at any time by providing written notice to Hydro One. The utility must schedule a final meter reading within a reasonable timeframe, and you are entitled to a refund of your security deposit plus accrued interest within several weeks of account closure. Hydro One cannot impose early termination fees or penalties for closing your account as a residential customer moving away from the service area.
Keep in mind: Business customers may face different terms, especially if they are under contract. Always request a copy of Hydro One's current service terms before submitting cancellation.
Hydro one pricing and rate plans
Understanding your current plan helps you confirm which option to cancel and whether a final bill adjustment is coming.
| Plan type | Billing period | Price range (cents per kWh) | Best for |
|---|---|---|---|
| Time-of-Use (TOU) | Year-round (Nov-Apr / May-Oct) | Off-peak 7.6¢, mid-peak 12.2¢, on-peak 15.8¢ | Variable daily usage |
| Ultra-Low Overnight (ULO) | Year-round | Ultra-low 2.8¢, off-peak 7.6¢, mid-peak 12.2¢, on-peak 28.4¢ | Night-shift workers, EV charging |
| Tiered Pricing (Winter) | Nov 1-Apr 30 | Tier 1 (up to 1,000 kWh): 9.3¢; Tier 2 (above 1,000 kWh): 11.0¢ | Moderate, predictable usage |
| Tiered Pricing (Summer) | May 1-Oct 31 | Tier 1 (up to 600 kWh): 8.7¢; Tier 2 (above 600 kWh): 10.4¢ | Low seasonal consumption |
| Budget Billing | Annual cycle (reconciles after 12th bill) | Fixed monthly payment based on usage forecast | Predictable budgeting |
| Standard Regulated Price Plan (RPP) | Set by Ontario Energy Board | Varies quarterly | Default residential plan |
Pro tip: Before you cancel, check your most recent bill to confirm which plan you are enrolled in. If you are on Budget Billing, your final bill will include a reconciliation of actual versus paid usage.
How to cancel your hydro one account
Hydro One requires written notice and at least five business days to arrange your final meter reading and process closure.
Step-by-step cancellation process
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Prepare your cancellation notice in writing
- Write a brief letter or use Hydro One's online account portal if available
- Include your full account number (found on your bill)
- State your preferred final service date (must be at least 5 business days from today)
- Provide a forwarding address for your final bill and any deposit refund
- Specify whether Hydro One should schedule the final meter read or whether you will provide the reading yourself
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Send your cancellation notice by registered mail
- Address: Hydro One Networks Inc., P.O. Box 5700, Markham, Ontario L3R 1C8
- Use Canada Post registered mail (with receipt confirmation)
- Keep your proof of mailing receipt and a copy of your letter
- Warning: Do not send to the head office at 483 Bay Street; the P.O. Box is the designated billing address and ensures your notice reaches the correct department
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Schedule your final meter reading
- Hydro One will contact you within 2-3 business days to confirm the meter read appointment
- Ensure someone is home to provide access to your meter or smart meter
- If you prefer to submit a self-read, contact Hydro One to confirm their deadline
-
Confirm receipt of your cancellation notice
- Hydro One may request additional information by phone or email
- Keep all written communications (emails, letters, confirmation numbers)
- Request a written confirmation email or letter with a final account reference number
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Verify account closure and obtain your final bill
- Your final bill will arrive at the forwarding address you provided, typically within 2-4 weeks
- Review it carefully for any overpayments or credits owed
- If you dispute any charges, contact Hydro One immediately with your proof of mailing
-
Track your deposit refund
- Any security deposit plus accrued interest will be credited to your final bill or mailed separately
- Refunds typically appear within 6-8 weeks of account closure
- If your deposit does not arrive, reference your account closure letter and contact Stopee for escalation guidance
Pro tip: Take a photo of your meter reading on your final day for your own records. This creates a backup if there is any dispute over consumption.
Cancelling budget billing at hydro one
If you are enrolled in Hydro One's Budget Billing program, cancellation follows a slightly different timeline. You can request cancellation at any time, and it takes effect in the next or following billing cycle. Hydro One will then reconcile your actual usage against your paid amounts over the full 12-month cycle. Any overpayment is credited to your final bill or refunded; any underpayment is billed to you on a final account statement.
Keep in mind: Budget Billing reconciliation can take 4-6 weeks after your account closes. Do not be alarmed if your final bill arrives significantly after your last monthly payment.
What happens after you cancel
Closing your Hydro One account triggers several important changes that you should expect and monitor.
Account closure and meter reading
Once Hydro One receives your written cancellation notice, the utility schedules a final meter reading. This reading establishes the exact cutoff date for your service and determines your final bill amount. The final meter read must occur within 5 business days of your requested service end date. Hydro One retains all account records for a minimum of 7 years to comply with Ontario Energy Board regulations and tax law.
Your online account and automatic payments
Your Hydro One online account access, paperless billing enrollment, and any automatic payment arrangements (pre-authorized debit or credit card) will cease once your account is closed. If you have set up automatic payments, Stopee recommends confirming with your bank that the payment arrangement has been cancelled to avoid accidental duplicate charges. Any unprocessed automatic payment scheduled after your final service date should be rejected by Hydro One's system, but it is your responsibility to verify.
Security deposit and final credits
Your security deposit (if you paid one when you opened the account) is applied first to any outstanding balance, then to your final bill. Any remaining deposit amount plus accrued interest is refundable. Residential customers typically receive this refund within 6-8 weeks of account closure; business customers may see delays if their deposit is being held pending a satisfactory payment history review. Hydro One applies interest at the rate set by the Ontario Energy Board, compounded annually.
Will you receive a refund
Most customers are entitled to a refund when they cancel, provided their account is in good standing and they have not incurred late fees or collection charges.
Security deposit refund
If you paid a security deposit when opening your Hydro One account, you are entitled to a full refund of that deposit plus accrued interest once your account closes and all final bills are paid. Residential customers can expect a refund check or credit to a nominated bank account within 6-8 weeks. Pro tip: If your refund does not arrive within 10 weeks, contact Hydro One with your account closure letter and proof of mailing. Stopee can help you escalate if Hydro One does not respond within 10 business days.
Budget billing reconciliation credit
If you were enrolled in Budget Billing, your final account statement will show a reconciliation of your actual usage against your total paid amounts. If you overpaid, that credit is either applied to your final bill (reducing what you owe) or refunded to you as a separate check or bank transfer. The reconciliation typically appears 4-6 weeks after your account closes.
Service guarantee credits
Hydro One offers service guarantees that credit your account if the utility misses a scheduled appointment, fails to respond to a call within specified timelines, or does not connect service as promised. These credits are typically CAD $75 per incident, with an annual cap. If you believe you are owed a service guarantee credit, include this claim in your final bill review and contact Hydro One's customer service team within 30 days of the incident.
Protecting yourself from refund scams
Hydro One warns customers that unsolicited refund offers via text message, email, or social media are common scams. Legitimate refunds are never offered through unexpected contact. If you receive an unsolicited message claiming you are owed a refund, do not click any links or provide personal information. Contact Hydro One directly using the phone number on your bill to verify. Stopee also recommends reporting suspected scams to the Canadian Anti-Fraud Centre and your local police service.
Common cancellation mistakes and how to avoid them
Cancelling a utility account is straightforward, but even small oversights can delay your refund or create billing disputes. Here are the traps to avoid.
Not giving enough notice
Hydro One requires at least 5 business days' notice to schedule your final meter reading. If you submit your cancellation notice just 2-3 days before your move, Hydro One may not meet your deadline, and you could face an estimated final bill or a dispute over the cutoff date. Pro tip: Submit your cancellation notice at least 10 business days before your move to allow a comfortable margin for scheduling and processing.
Sending your notice to the wrong address
The P.O. Box address (P.O. Box 5700, Markham, Ontario L3R 1C8) is the correct billing and cancellation mailing address. Sending your letter to Hydro One's head office at 483 Bay Street in Toronto may delay processing by weeks because it will need to be rerouted internally. Warning: Always use the P.O. Box. Stopee has seen cancellations delayed by a month because customers sent notices to the wrong address.
Not keeping proof of mailing
Use Canada Post registered mail with a receipt confirmation. This creates a legal proof that Hydro One received your notice on a specific date. Regular mail or email offers no proof, and Hydro One could claim they never received your cancellation request. Your registered mail receipt is your protection if there is any dispute over closure timing or final billing.
Forgetting to provide a forwarding address
If you do not include a forwarding address in your cancellation letter, Hydro One may send your final bill to your old address, and you could miss the deadline to dispute charges or claim your deposit refund. Always provide a complete forwarding address and confirm it verbally when Hydro One calls to schedule the meter read.
Not confirming budget billing reconciliation timing
Budget Billing reconciliation can take 4-6 weeks after account closure, and many customers mistakenly assume their account is closed once their monthly payments stop. Your final bill-which includes the reconciliation adjustment-may arrive well after your last payment. Track your expected final bill date and do not assume the account is settled until you receive written confirmation and the final bill.
Ignoring service quality issues before closing
If Hydro One missed an appointment, failed to respond to a call, or did not connect service on schedule, you may be eligible for a service guarantee credit of up to CAD $75 per incident. These must be claimed within 30 days of the incident. If you cancel without claiming these credits, you forfeit them. Review your account history and contact Hydro One to claim any outstanding credits before you close your account.
Cancellation timeline and checklist
Use this checklist to ensure you do not miss any critical steps or deadlines.
| Task | Deadline | Status |
|---|---|---|
| Confirm your account number and current plan | At least 12 days before move | ☐ |
| Write and prepare cancellation letter | At least 11 days before move | ☐ |
| Send by registered mail to P.O. Box 5700 | At least 10 days before move | ☐ |
| Receive and retain proof of mailing receipt | Same day as mailing | ☐ |
| Confirm meter read appointment with Hydro One | Within 3 business days of mailing | ☐ |
| Attend final meter reading or submit self-read | On or before final service date | ☐ |
| Receive final bill and reconciliation statement | 2-4 weeks after meter read | ☐ |
| Review final bill for errors or disputed charges | Within 30 days of receipt | ☐ |
| Verify security deposit refund or final credit | 6-8 weeks after closure | ☐ |
| Request proof of account closure (optional) | Any time after final bill | ☐ |
Pro tip: Print this checklist and tick off each item as you complete it. Stopee recommends keeping a file with your cancellation letter, registered mail receipt, final bill, and closure confirmation for at least 12 months.
Your consumer rights and escalation options
If Hydro One refuses to process your cancellation, charges you a disputed fee, or withholds your deposit refund without justification, you have legal protections under Ontario law.
Ontario consumer protection act protection
Under the Consumer Protection Act, Hydro One cannot charge you for early termination, impose unreasonable closure fees, or unfairly delay your refund. If the utility violates these terms, you can file a complaint with the Ontario Ministry of Government and Consumer Services (MGCS). Stopee recommends documenting all communication with Hydro One and submitting your complaint within one year of the alleged violation.
Escalation with hydro one
If Hydro One's customer service does not resolve your issue, request escalation to the Manager of Customer Care or the ombudsman office. Always include your account number, dates of communication, and supporting documents (letters, receipts, final bills). Provide a clear summary of your dispute and the resolution you are seeking. Give Hydro One 10 business days to respond.
Ontario energy board complaint
The Ontario Energy Board (OEB) regulates Hydro One's rates and service standards. If you believe Hydro One has violated its service guarantee terms, failed to process your cancellation in a timely manner, or withheld a security deposit unjustly, you can file a complaint with the OEB. Visit the OEB website (oeb.ca) and use their online complaint portal. The OEB will investigate and may order Hydro One to take corrective action or issue you a refund.
When to involve a consumer advocate
If your cancellation dispute involves a significant amount (security deposit, disputed final charges totalling more than CAD $200), or if Hydro One ignores your escalation requests, consider involving a consumer advocate. Many Ontario municipalities have consumer protection offices; some community legal clinics also provide utility-related advice. Stopee has helped thousands of consumers resolve disputes that might otherwise have cost them hundreds of dollars in time and stress.
Keep or cancel comparison
Use this table to confirm your cancellation is the right move for your situation.
| Situation | Keep your account | Cancel and move |
|---|---|---|
| You are relocating outside Hydro One's service territory | Yes - required to cancel | |
| You want to reduce your electricity costs | Review your rate plan; switching from TOU to tiered may save money | Only if switching to a green energy provider in your new area |
| A household member is moving out | Transfer the account to the remaining household member | Cancel and open a new account in the remaining member's name |
| You are dissatisfied with Hydro One's customer service | File a complaint with the Ontario Energy Board first | No alternative available in Ontario (Hydro One is the only distributor) |
| Your Budget Billing payments are too high | Request to cancel Budget Billing (keep account) | Only cancel the account if you are also moving away |
| You have a security deposit outstanding | Claim your refund before cancelling | Ensure deposit refund is requested in your cancellation letter |
Keep in mind: If you remain in Ontario and within Hydro One's service territory, you cannot cancel your account because Hydro One is the sole licensed electricity distributor for your region. You can only switch your rate plan or enrol in Budget Billing. However, if you are moving outside Ontario or to a region served by another utility (such as Toronto Hydro or Enbridge Gas), cancellation is both necessary and straightforward.
Contact information and mailing address
To cancel your Hydro One account or resolve a dispute, use the following contact details.
Cancellation mailing address
Hydro One Networks Inc.
P.O. Box 5700
Markham, Ontario L3R 1C8
Canada
Send your cancellation notice by Canada Post registered mail with receipt confirmation. Do not use regular mail or email for cancellation; registered mail creates proof of delivery and protects your interests.
Customer service phone line
Call Hydro One's customer service team at 1-888-664-9376 to confirm receipt of your cancellation notice, schedule your meter reading, or dispute charges on your final bill. Have your account number ready. Customer service is available Monday to Friday, 7 a.m. to 9 p.m. EST, and Saturday 8 a.m. to 5 p.m. EST.
Ontario energy board escalation
If Hydro One does not resolve your complaint within 10 business days, contact the Ontario Energy Board:
Web: oeb.ca
Phone: 1-877-632-2727
Email: consumer@oeb.ca
Final thoughts on your hydro one cancellation
Cancelling your Hydro One account does not have to be complicated or stressful. By following the steps outlined in this guide, providing clear written notice at least 10 days in advance, and keeping proof of your mailing, you protect yourself from delays, billing disputes, and lost refunds. The key is communication: confirm every step with Hydro One in writing, retain all documents, and follow up if your final bill or deposit refund does not arrive within the expected timeframe.
Your security deposit belongs to you, and you are entitled to a full refund plus accrued interest once your account closes. Do not let poor communication or administrative friction prevent you from recovering money you are legally owed. Stopee has helped thousands of consumers cancel utility accounts and reclaim deposits and credits-and we are here to help you too. If Hydro One ignores your cancellation request, disputes your final charges, or withholds your refund, Stopee can guide you through the escalation process and help you file a complaint with the Ontario Energy Board. Your consumer rights are clear, and you deserve better than a runaround.