Fraud Prevention

Scam Alert



COVID-19 Scam Update

We have received reports of scam calls aimed at Waterloo North Hydro  customers. During these calls, scammers, impersonating Waterloo North Hydro employees, threaten immediate disconnection if a payment is not made. 

Waterloo North Hydro has extended the moratorium on disconnections of residential and small business customers for non-payment until July 31, 2020. We do not threaten immediate disconnection. Any phone call you receive threatening a disconnection is a scam.

If you receive one of these calls, please hang up and do not provide the scammer with any personal information.

We also advise customers to keep their personal information safe by following these tips:

  • Beware of messages with COVID-19 in the subject line and claiming to be from your utility. There have been several reports of emails, texts and websites sharing fake information about bill relief programs, refunds and alternative payment methods during the COVID-19 emergency. 
  • Protect your personal information – Do not feel compelled to share your personal information. Your utility bill is private. It contains personal information like your account number and energy usage. 
  • Remain vigilant and continue to use safe web browsing and email practices.  Make sure you are accessing a safe and trusted source such as the utility’s website or call centre telephone number exactly as displayed on your bill.

If you receive a call or email of this nature, call the Canadian Anti-Fraud Centre at 1-888-495-8501. 


Waterloo North Hydro wants to remind our customers to be wary of phone scams, suspicious text messages and other forms of fraud targeting residential and business customers.

We have seen numerous scams in our service territory. In most cases, the scammers threaten to disconnect power unless immediate payment is made. Payment is demanded through credit card payment, pre-paid credit cards or gift cards, cryptocurrency, and in-person drop off at a designated address. 

To assist our customers in staying safe and sniffing out potential scams, we would like to highlight some recent scams that have been reported in our service territory. Remember, you can stop fraud - just hang up the phone, don’t click suspicious links and never provide personal information!

  • Calls, Texts or Emails to Residents and Businesses Threatening Immediate Disconnection if a payment is not made
    • Waterloo North Hydro does not disconnect customers with little or no notice. We follow rules outlined by the Ontario Energy Board regarding disconnection and notifying customers about past due accounts. For more information on the disconnection process, please click here.
  • Calls, Texts or Emails to Residents and Businesses asking for payment in Cryptocurrency or Credit Card
    • Waterloo North Hydro does not accept credit card payments over the phone, or accept cryptocurrency as an acceptable form of payment. For more information on the payment options available to you, click here.
  • Text Messages Alerting Customer They Have Received a Refund on their Hydro Account
    • Customers are asked to click on a link to receive their refund. We do not provide account updates via text message. Local electricity distribution companies will issue credit refunds on active accounts, but do not provide account updates to customers via text message. 
    • Waterloo North Hydro does not send text message alerts to customers
  • Customers Targeted by Energy Inspector Scams
    • Organizations claiming to be energy inspectors are scamming customers into revealing personal information or charge fees for unnecessary furnace replacements or repairs that cost customers additional money for years down the road.
    • Do not share personal data with unlicensed companies and do not be afraid to ask questions
    • If you are looking for assistance with your heating or cooling systems, please call us at 519-886-5090. To find a reputable contractor near you, please click here.

If you’re having trouble identifying a scam, please remember electricity distributors do not:

  • Ask for credit card payments over the phone, or accept gift cards, or cryptocurrency as an acceptable form of payment. Please click here to see accepted forms of payment.
  • Ask for bank or electricity account information via text message, email, or fax
  • Disconnect service with little or no notice
  • Call customers regarding account status outside of regular business hours

 Additionally, we will never request in-person payments to be dropped off at an address other than our service centre address at 526 Country Squire Rd., Waterloo.

For more tips on Fraud Safety, visit The Canadian Anti-Fraud Centre at  If you believe you have been a victim of fraud, please report the incident to your local law enforcement and call 1-888-495-8501.