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Information about making a damage or injury claim against Toronto Hydro.
If you feel your damages are a result of Toronto Hydro’s negligence, you can submit a claim to us. We’ll investigate your claim and provide a decision about your claim to you. If we're responsible for your loss, we'll work with you to resolve your claim.
On this web page, you’ll find an overview of the claims process and answers to frequently asked claims-related questions.
Notify Toronto Hydro of your claim in one of the following ways:
Mail: Fill out a Damage or Injury Claim Form (PDF, X KB) and mail it to:
Toronto Hydro
14 Carlton Street, 8th Floor
Toronto, ON M5B 1K5
Attention: Claims Management
Within two business days of your claim being received, you’ll receive an email acknowledging receipt of your claim. This email will include a claim number, requests for any additional information and information about next steps.
We’ll investigate and assess your claim in a fair and efficient manner.
You’ll be notified of the results of Toronto Hydro’s investigation within 90 days. However, every claim is different, and there may be circumstances where the investigation may require additional time. If additional investigation time is needed, you’ll be notified.
Please refer to the Ontario Energy Board’s Distribution System Code (PDF, 932 KB) and Toronto Hydro’s Conditions of Service for more information.
Before filing a claim, we recommend speaking with your insurer about how best to respond to your loss and determine what coverage may be available to you. Your insurance provider may help you respond to your loss and may provide compensation, regardless of fault.
If you wish to proceed with making a claim against Toronto Hydro, please note that under no circumstances will Toronto Hydro respond on your behalf to your property loss. Toronto Hydro will only consider providing compensation for your loss after an investigation has been completed and it’s been proven that your loss was caused by Toronto Hydro’s negligence or willful misconduct.
The following outlines how common scenarios are typically handled. Please note that every situation is unique and will be assessed individually.
Even if damage is electrical in nature, Toronto Hydro is not liable unless negligence or willful misconduct is proven. It’s your responsibility as the home or business owner to protect your electrical equipment, appliances and other electronic devices.
Tip: Use surge protectors to help safeguard your devices from voltage or frequency variations.
While we make every effort to prevent unplanned outages and minimize inconvenience during planned outages, Toronto Hydro does not guarantee uninterrupted power. In the event of a planned or unplanned outage, Toronto Hydro is not liable for the loss of food, income, business or production resulting from the interruption.
For outage safety tips, including how to prolong perishable foods from spoiling, visit our What To Do During an Outage web page.
If your property damage is proven to have been caused by Toronto Hydro employees or a third-party contractor working on behalf of Toronto Hydro, Toronto Hydro or its contractor will work with you to resolve your claim.
Please note that Toronto Hydro’s third-party contractors are responsible for their own operations. Claims arising from contractor activities will be referred to the contractor, who will investigate and resolve the matter directly with you. For more information about claims involving a contractor working on behalf of Toronto Hydro, refer to What happens if my claim involves a contractor working on behalf of Toronto Hydro? below.
If your motor vehicle was in an accident with a Toronto Hydro motor vehicle, you must report the accident to your automobile insurer. Regardless of fault, in accordance with the Direct Compensation Rules of the Insurance Act, all physical damage must be reported to and paid by your own automobile insurer.
Toronto Hydro is only liable for damages that arise directly from the willful misconduct or negligence of Toronto Hydro. Damages resulting from the following events are not eligible for compensation from Toronto Hydro because they are beyond the reasonable control of Toronto Hydro:
If you have automobile or property insurance, we suggest you consult your insurance company or broker for advice on how to deal with your loss. Toronto Hydro can’t act as a substitute for your insurer. Your insurance coverage may be more extensive than what you can recover from Toronto Hydro and may be subject to faster processing times. Your insurance company may also attempt to recover costs from Toronto Hydro on your behalf.
You should retain copies of all receipts and documentation so that you can provide full and accurate proof of any loss or damage suffered. Toronto Hydro may make a request for supporting documentation, which should not be construed as an agreement to pay towards a claim. Toronto Hydro will only provide compensation when there is clear evidence that Toronto Hydro's negligence or willful misconduct caused your loss.
Don’t throw away damaged items without our consent. Keep all receipts, estimates, warranties, photos or other supporting documentation related to your damage or repairs.
You must also attempt to lessen your damages and minimize loss. Any expenses incurred from an incident resulting in a claim should be reasonable and proportionate in contrast to the loss suffered.
There are circumstances where you may require immediate repair or replacement. You're responsible for the cost of any replacements, repairs or technicians’ bills until a determination of liability has been made on your claim.
If you require immediate replacement, please keep possession of the damaged equipment until your claim has been processed or, if necessary, contact us first to confirm whether disposal is permitted. If Toronto Hydro's negligence or willful misconduct was not proven to cause your loss, you will not be reimbursed by Toronto Hydro for the repairs or replacement of your damaged property.
Toronto Hydro frequently enters into contracts with independent companies (contractors) who perform work on Toronto Hydro’s behalf. Toronto Hydro and the contractor have an agreement that requires the contractor to respond directly to claims for any damage or injury for which the contractor may be responsible.
When Toronto Hydro confirms that a contractor has control over a work area at your time of loss, your claim will be forwarded to the contractor for their investigation and determination of liability. You’ll receive a referral letter notifying you that your claim has been forwarded to the contractor.
The contractor will contact you within 10 calendar days of receiving your claim. If you haven’t heard from the contractor after 10 days, please advise Toronto Hydro or the insurance adjuster representing Toronto Hydro.
The contractor will investigate your claim and advise you of the outcome of their investigation. If it’s determined that they’re responsible for your loss, they’ll resolve the claim directly with you. If the contractor determines that their work met reasonable and appropriate construction standards or that their work was unrelated to your loss, they may deny your claim.
If you disagree with the contractor’s decision and would like Toronto Hydro to re-review your claim, please provide us with the contractor’s position, your reasons for your disagreement and any additional supporting evidence. Toronto Hydro will complete its re-review within 30 days. This re-review will determine whether Toronto Hydro maintains its referral to the contractor or makes a different determination. Please note that Toronto Hydro cannot accept liability on behalf of the contractor or change the contractor’s position.
In the event your claim is subsequently denied and you wish to continue pursuing the claim, you may elect to proceed with a legal action. In accordance with the Limitations Act, 2002 you have two years from the date of loss in which to file a claim with the Courts. Your notice letter does not fulfill your obligations under the Limitations Act, 2002.
If Toronto Hydro or the insurance adjuster working on behalf of Toronto Hydro determines that your damages were a result of Toronto Hydro’s negligence or wilful misconduct, you'll be paid the lesser of the following two amounts by cheque:
Claim payments will only be made to verified property owners. Payments won’t be made to contractors or anyone hired to inspect or repair the damage.
Toronto Hydro or the insurance adjuster working on behalf of Toronto Hydro will notify you of the results of the investigation in writing, with information supporting Toronto Hydro’s position.
If you wish to challenge the position taken by Toronto Hydro, your claim will be re-reviewed. You’ll be notified of Toronto Hydro’s position within 30 calendar days.
In the event your claim is subsequently denied and you wish to continue pursuing the claim, you may elect to proceed with legal action. In accordance with the Limitations Act, 2002 you have two years from the date of loss in which to file a claim with the Courts. Your notice letter does not fulfill your obligations under the Limitations Act, 2002.
If you’d like to receive an update on the status of your claim or if you have any questions about the claims process, please email claims@torontohydro.com. Please reference your claim number in all communications regarding your claim.