Canada Post service delay:Due to the recent postal service disruption, you may experience a delay in receiving your bill. Once you receive your bill, it may be outdated even if you have previously made a payment. To verify your current account balance, log in to your self-serve portal or call us at 416-542-8000 and press 2 and then 1.Due to the recent postal service disruption, you may experience a delay in receiving your bill. Once you receive your bill, it may be outdated even if you have previously made a payment. To verify your current account balance, log in to your self-serve portal or call us at 416-542-8000 and press 2 and then 1.
Information about customer-owned transformer vaults and how to access them safely.
We provide property owners with one vault access appointment (up to four hours), on a rolling 12-month schedule, at no charge. A charge will apply for any additional appointments within the 12-month period or appointments longer than four hours. To gain access, submit a vault access online request.
A customer-owned vault is a room connected to a privately-owned property that is used to house Toronto Hydro’s electrical equipment. Vaults can come in a variety of shapes and sizes, and may be located above or below ground. The following is an example of what a customer-owned vault may look like from the outside.
As outlined in our Conditions of Service, where the size of a customer’s electrical service warrants, property owners are required to provide facilities on the property to house the necessary equipment. These decisions are made at the time a building or neighbourhood is designed or upgraded, and are the responsibility of the developer to communicate to the owner. The vault remains the property of any subsequent owner.
Responsibilities of the vault owner
Customers who own the vault located on their property are responsible for the following:
Inspecting, maintaining, repairing and replacing their vault. This work is important for maintaining the safety and reliability of the structure that houses electrical equipment, and the electrical equipment itself
Maintaining at least three feet of clearances around the outside of the vault structure and all entry points leading up to the vault's locked entrance, including ladders and stairwells. Ensuring these clearance requirements are upheld can be done by the vault owner or property manager without a Toronto Hydro Vault Safety Agent present. Toronto Hydro must be contacted for any inspections and maintenance that requires access into the vault itself. For more information about vault access, refer to How to access your vault below
When a vault owner requires access into their transformer vault for general maintenance, inspections or repairs, Toronto Hydro must be contacted to arrange for access in all situations. We provide property owners with one vault access appointment (up to four hours), on a rolling 12-month schedule, at no charge. A charge will apply for any additional appointments within the 12-month period or appointments longer than four hours. To gain access, submit a vault access online request.
What vault owners need to do after receiving a Customer Action Form (CAF)
A CAF is a service repair notice from Toronto Hydro that’s delivered to property owners when we’ve identified a deficiency on customer-owned equipment that requires immediate repair or replacement.
If you’ve received a CAF for a deficiency to a customer-owned transformer vault, here are the steps you need to take:
Refer to your Customer Action Form.
The form will list the repairs that need to be made.
Find an approved contractor to complete the repairs.
As a vault owner, arrangements must be made with an appropriate contractor to correct any identified deficiencies:
For major electrical, civil and/or structural work, an authorized Toronto Hydro contractor must be retained. Please call 416-542-8000 for more information and to request a list of Tier 2 contractors.
For minor repairs (e.g., vault fire door repair/replacement, heat/smoke detector installation, ventilation repairs, electrical grounding, low-voltage power supply to lighting within the vault, etc.), the contractor does not need to be a Toronto Hydro authorized contractor. However, a Toronto Hydro Vault Safety Agent (VSA) must be present while work is performed.
Request vault access before starting any work.
To make repairs or perform general maintenance, you must request vault access directly from Toronto Hydro and have a VSA present (charges may apply). You can request access through our vault access online form.
Have the repairs completed.
Have your contractor complete all necessary repairs on your behalf.
Notify Toronto Hydro once your repairs are completed.
Once repairs are completed, email customeractionform@torontohydro.com to have the CAF officially closed. Please include any photos, invoices, Electrical Safety Authority (ESA) certificate, or other proof of work in your email. Once Toronto Hydro confirms the repairs have been done properly, your CAF will be marked as complete.
At Toronto Hydro, we’re committed to ensuring the safety and reliability of our electrical distribution system. This includes monitoring and maintaining the safety of electrical equipment located in customer-owned vaults.
When we identify customer-owned equipment, infrastructure or property (including vaults) that requires repair, we notify the customer through a CAF or other form of notice.
Unaddressed repairs pose a risk to our equipment, the crews that do work in and around it, connected customers and the public. Given these risks to safety, customers who receive a CAF or other form of notice are encouraged to take prompt corrective action. It’s the customer’s responsibility to determine and implement the necessary steps to adequately correct deficiencies in customer-owned equipment, infrastructure or property.
We may disconnect electricity supply to the property or correct the deficiencies at the customer’s expense in any of the following circumstances:
If the deficiencies aren’t corrected within a reasonable timeframe as agreed upon between the customer and Toronto Hydro
If the customer does not respond to communications by Toronto Hydro
If the corrections are deemed inadequate by Toronto Hydro or an inspection authority
Other significant safety or reliability risks persist or arise due to the deficiency
Note: If your vault requires an isolation or full disconnection from Toronto Hydro’s system to facilitate a repair, you must hire an authorized Toronto Hydro contractor to perform the work. They will coordinate the disconnection and reconnection of your electrical service.
Call us at 416-542-8000 to request a list of authorized Tier 2 contractors and make arrangements.
Learn more
Conditions of Service
Questions about our operations? Our Conditions of Service outlines our connection policies and the types of services we provide to our customers.
Vault owners are required to maintain a certain amount of clearance around transformer vaults within the boundaries of their property. When structural landscaping gets in the way, it can result in safety hazards and delays to repairs. Here are some reminders to help you maintain safe clearances away from your vault:
Ensure vault doors and grates are kept clear. Avoid piles of leaves and snow on or near your vault. Leaves can enter the vault and create fire hazards, while snow can freeze and make access a challenge
Don’t park in front of, or on top of, vaults. Our crews require 24-hour access to all Toronto Hydro equipment to ensure it is accessible for maintenance in an emergency
Maintain at least three feet of clearance around all sides of your vault. Avoid building structures like sheds, garages or patios, or planting trees and shrubs in this area
For more information, please refer to our Conditions of Service (reference documents 5a and 5b).
