We're Here To Help

Online Tools to Help You

Last Update: July 13, 2020

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: Rules in Place for Visitors to WNH's Office

WNH's offices reopened to the public on June 15, 2020. 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.
  • 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.

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.

 

 COVID-19 Update: New Electricity Pricing Effective June 1, 2020

Effective June 1, 2020, customers will pay a flat rate of 12.8 cents per kWh, 24 hours a day, seven days a week. The new pricing model, which impacts households, farms, and small business customers, will remain in effect until October 31, 2020. 

Prior to June 1, Time-of-Use customers were being charged the off-peak rate of 10.1 cents per kWh. This change was brought into effect on March 24, as part of the emergency relief measures to help those facing hardships from the pandemic.

Time-of-Use Rates and Periods as of June 1, 2020:

CategoryTimePrice
On-Peak

7 a.m. - 11 a.m.

5 p.m. - 7 p.m.

12.8 cents/kWh
Off-Peak

7 p.m. - 7 a.m.

All Day weekends and holidays

12.8 cents/kWh
Mid-Peak 11 a.m. - 5 p.m. 12.8 cents/kWh

 

Please note, any bill you receive that includes days prior to March 24 will include On-Peak Pricing at 20.8 cents per kWh, and Mid-Peak Pricing at 14.4 cents per kWh. For the days between March 24 and June 1 all consumption will be priced at 10.1 cents per kWh. All consumption from June 1, 2020 to October 31, 2020 will be priced at 12.8 cents per kWh.

To learn more about the current Time-of-Use rates and periods, visit our Frequently Asked Questions section, or click here.

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 have extended our current winter ban on disconnections until July 31, 2020.

We are also 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 conusmption 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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