Frequently Asked Questions -FAQ

Why is someone at my door selling electricity?
An increasing number of Renfrew Hydro customers have recently reported that insistent salespeople are showing up at their door claiming be representatives of Renfrew Hydro and requesting to see customer hydro bills.

Please be aware that Renfrew Hydro does not conduct any door-to-door sales activities.

If anyone comes to your door claiming to be a representative of Renfrew Hydro, please ask them to produce their photo I.D. card and then write down the name of the salesperson and the company they represent.

The Ontario Energy Board licenses all natural gas marketers and electricity retailers. They must conduct their business using "Fair Marketing Practices" which includes that the retailer representative "immediately and truthfully" identify who they are and which company they represent; that the representatives wear photo I.D. listing the name of their company; and that they do not pressure you, the consumer, to sign a contract.

Any issues or concerns should be reported directly to the Ontario Energy Board providing the date and time of the incident along with the name of the salesperson and the company they represent.

Ontario Energy Board Toll-free Telephone: 1-877-632-2727 or visit www.OEB.gov.on.ca

What do I do if there is a power outage or a problem?
All you need to do is call us here at Renfrew Hydro 613-432-4884. We own the distribution wires and poles and are responsible for delivering power to your home.

My electric bills vary a lot from season to season. How do I even it out?
Your energy usage will fluctuate with the different seasons and will vary from month to month. Our budget billing plan program estimates your annual bill, allowing you to pay the same amount each month.

Moving to Renfrew, Moving away or building a new home?
If you need to start or stop an existing service or establish a new service, please call 613-432-4884 or email us at info@renfrewhydro.com , at least 48 hours prior to the service change.

Please have the following information ready:

• Your New and Old address
• The final or starting date of service required
• Your new phone number

What are my payment options?

Accounts may be paid:

• At any participating financial institution
• By telephone or internet banking through any participating financial institution
• By pre-authorized payment
• By mail or in person at:
  
  Renfrew Hydro Inc.
  29 Bridge Street
  Renfrew, Ontario
  K7V 3R3
  

When does my meter get read?
Your current bill statement lists the last date the meter was read and also indicates how many days are in your current billing period. Your billing statements are produced every 2 months.

Why are my bills sometimes estimated?
There may be occasions when we are unable to read your meter, for example, if the meter reader encounters access problems. Estimated bills are based on prior consumption history. The next meter reading will give us an exact figure and we will adjust your next bill to reflect any amount over or under our estimate. Your bill will always show when it has been estimated.

Can I trust the meter reading?
Yes. Before installation, all electricity meters must meet compulsory accuracy requirements set by the Consumer Bureau of Industry Canada. Once installed, meters are intermittently checked by the utility and government inspectors to ensure that they continue to give accurate readings.

I am installing a fence in my backyard and need the underground wires located. Can you show us where the wires are located, before we start digging?
We offer a free service to locate your underground hydro cables.
Please call our office at 613-432-4884 to arrange this service.
We require 5 working days to complete.

If you have any other questions, please Contact Us.