We're Here To Help

Online Tools to Help You

Last Update: February 22, 2021

During this difficult time, Waterloo North Hydro is here to help you and answer any questions you may have regarding your electricity account. Our staff are ready and waiting to assist you in any way we can.

This page contains resources and information that you can use to manage your electricity account, easily pay your electricity bill, and lower your electricity consumption.

Please click on the options below for more information on how we can help you.

 

Update: Office Re-Opening

Our office will re-open to the public on Thursday, February 18, 2021. 

Our staff are ready to serve you, but we would like to remind you of a few rules that have been put in place to help keep you, your family, and our staff safe: 

  • In accordance with the Region of Waterloo's Face Covering By-Law, all visitors are required to wear a face covering that covers their nose, mouth, and chin.
  • No more than seven people are allowed in our lobby at any one time. Once in the building, please adhere to physical distancing requirements by respecting the spacing indicators on the floor
  • Please wash, or sanitize, your hands upon entering the building.
  • Customers that are feeling ill, or showing signs or symptoms of COVID-19, are advised to contact WNH by phone at 519-886-5090 or by email at customersupport@wnhydro.com for further assistance with their accounts. 

In person office hours will be reduced to 8:30 am to 4:00 pm. Our customer support department will remain open to serve you via email at customersupport@wnhydro.com or by phone at 519-886-5090, Monday to Friday from 8:30 a.m. until 4:30 p.m. 

Help Us Keep You Safe

As our crews continue to work serving our customers, we ask that you help us keep you, your family, and our staff safe. Do not approach staff that are in the community working, and remember to practice physical distancing.

 


 

Time-of-Use Pricing

From June 1, 2020 until November 1, 2020, you were charged 12.8 cents per kWh for any electricity consumption. Beginning November 1, you were charged 10.5 ¢/kWh for off-peak periods, 21.7 ¢/kWh for on-peak periods, and 15.0 ¢/kWh for mid-peak periods.

On January 1, 2021, TOU prices are changing. To support customers remaining at home during the provincial shutdown, the Ontario government has introduced a flat rate of 8.5 ¢/kWh. This rate is in effect 24/7 for TOU and Tiered customers until the end of the day on February 22, 2021. 

As of February 23, 2021, the TOU prices change again. You will be charged 8.5 ¢/kWh for off-peak periods, 17.6 ¢/kWh for on-peak periods, and 11.9 ¢/kWh for mid-peak periods. The below table shows the  pricing periods in 2020 and 2021.

Time of Use Period
Nov 1 - Dec 31, 2020
Jan 1 - Feb 22, 2021
As of Feb 23, 2021

On-Peak

Weekdays

(7:00 am - 11:00 am)

(5:00 pm - 7:00 pm)

21.7¢ per kWh

 8.5¢ per kWh

17.6¢ per kWh

Mid-Peak

Weekdays

(11:00 am – 5:00 pm)

 15.0¢ per kWh

8.5¢ per kWh

11.9¢ per kWh

Off-Peak

Weekends and holidays

(7:00 pm - 7:00 am)

 10.5¢ per kWh

8.5¢ per kWh

8.5¢ per kWh

The Ontario Energy Board reviews rates every 6 months. For additional information on time-of-use pricing and time periods, visit the Ontario Energy Board Web site or visit our Time-of-use Page.

♦ A line loss adjustment factor of .0353 is applied to these charges and is added in the Delivery Section. 


Tiered Pricing

With Tiered prices, you can use a certain amount of electricity each month at a lower price. Once that limit (called a threshold) is exceeded, a higher price applies. For residential customers, the threshold normally changes with the season to reflect changing usage patterns – for example, there are fewer hours of daylight in the winter and some customers use electric heating.

For more information on Tiered pricing, visit wnhydro.com/tiered

***NEW*** Temporary Tiered Rates - Effective February 23, 2021

Season
Electricity Usage
Nov 1 - Dec 31, 2020
Jan 1 - Feb 22, 2021
As of Feb 23, 2021

Winter

(effective Nov. 1, 2020)

Up to 1,000 kWh

 12.6 ¢ per kWh

8.5 ¢ per kWh

10.1 ¢ per kWh

More than 1,000 kWh

 14.6 ¢ per kWh

8.5 ¢ per kWh

11.8 ¢ per kWh

♦ A line loss adjustment factor of .0353 is applied to these charges and is added in the Delivery Section.  

 


 

Have a Question? Contact Us! 

Contact Information by Department

 Customer Support Department

Phone: 519-885-6840
Email: customersupport@wnhydro.com 

Credit Services Department

Phone: 519-888-5579

Email: creditservices@wnhydro.com

Engineering Department

Phone: 519-888-5552

Email: eclerk@wnhydro.com

Operations Department

Phone: 519-888-5577

Email: operations@wnhydro.com


Billing Assistance

During this difficult time, Waterloo North Hydro is here to help our customers in any way we can. To assist customers facing financial hardship from the ongoing COVID-19 pandemic, we are happy to offer a number of programs to make it easy to pay your electricity bill. Click on the programs below to learn more.

If you have concerns regarding your electricity bill at any time, please call our credit services team at 519-888-5579 or email creditservices@wnhydro.com and we will work with you to find the best solution possible.


Online Tools

We have a number of convenient online tools to help you manage your account and lower your electricity consumption without leaving the comfort of your home. 

Our My Account customer portal allows you 24/7 access to your account information and real-time electricity consumption data. You can also view your billing and payment history, and compare your electricity consumption to previous days, weeks, and months to get a better understanding of what you are using and when.

For more information on My Account, visit https://www.wnhydro.com/en/your-home/my-account.asp.

To register, go to www.wnhydro.com/myaccount.


 Payment Options

We have a number of safe and efficient payment options for customers. We want to make it easy to pay your bill, wherever you are, and whichever way works best for you. There are many ways to pay your Waterloo North Hydro bill, these options include:

You can also make a payment through our drop box, located close to our office front doors. Please note, only cheques are accepted through the drop box.

If you have any other questions regarding payment options, please visit our Payment Options page.


 

Energy Efficiency Tips and Tools

We understand our customers concerns regarding increased electricity consumption while working from home. To help manage your consumption, we have a number of tools and resources for you to use. These resources contain energy saving tips and tools that can benefit your whole family and help make your home, or home office, more energy efficient.

If you have any questions regarding energy efficiency, please call us at 519-886-5090.

There are a number of ways you and your family can lower your electricity costs by making your home more energy efficiency. We want to help you save money by encouraging you to adopt any number of energy saving tips and tools. Visit any of the following resources to learn more about ways you can reduce your bill by increasing your energy savings.


 

Power Outages

If you are experiencing a power outage, please call us at 519-886-5090 to report the outage. For real-time outage information and updates, please visit www.wnhydro.com/outages.  

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