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Responding to COVID-19

Putting Measures in Place to Protect Our Customers and Employees

Updated: March 23, 2020

As concerns about the COVID-19 virus continue to impact our lives, we want to ensure that our customers are up-to-date on Burlington’s response in these uncertain times.

Foremost, we want to reassure our customers that Burlington Hydro is continuing to ensure the reliable operation of our power distribution system and that we will continue to respond to power outages and power emergencies should they occur. As an essential service, we remain committed to keeping the lights on in our community

We understand the economic uncertainty that COVID-19 has created and we are here to support our customers through this difficult time. Many rate payers throughout the province have expressed their concern about current electricity rates and time-of-use pricing. We’ve heard from many concerned customers about this issue.

We do not have the authority to revise time-of-use rates, but please be assured that Burlington Hydro continues to work with our Association and the government to help resolve these concerns. Ontario Premier Doug Ford has acknowledged that Ontario ratepayers are facing higher hydro bills as they self-isolate at home during COVID-19. After meeting with cabinet to discuss the energy pricing issue this past weekend, the Premier has indicated that new temporary measures will be announced in the coming days. Those measures will be shared with our customers as soon as they come available.

There are a number of measures that Burlington Hydro has already put in place to support our customers through these difficult times. They include: 

  • Burlington Hydro will work with customers and offer a number of payment terms/options for those who are struggling to pay their electricity bills. We have several financial assistance programs in place that can help those facing financial challenges.
  • The ban on electricity disconnections for non-payment has been extended for all residential customers to July 31, 2020. Low volume, small business customers will now also be protected by the ban. No disconnections will be made over this time. Burlington Hydro will however continue to issue late notices to customers who fall behind in their obligations, but will not send disconnection notices, make 48-hour disconnect calls or disconnect residential services.

Our priority is to keep our customers and employees safe and to help protect the health of our community. In order to do that we’ve put the following measures in place: 

  • We are asking the public to limit interaction with our Operations Technicians in the field and to maintain a safe social distance (2 metres) from them as they undertake their work.
  • Our office at 1340 Brant Street has been closed to the public. We ask our customers to please call our Customer Service Centre at (905) 332-1851 with any questions or needs they might have.
  • We have a pandemic plan in place that will ensure the safety and well-being of our employees and the public, while continuing to power our City. 

We will update our customers as any new measures – from government or Burlington Hydro - are put in place to respond to COVID-19.

We appreciate your assistance and cooperation as we work through the disruption caused by this serious health threat in our community. Please contact Burlington Hydro Customer Service at (905) 332-1851 if you have any questions or concerns.