Isolation request

Fill out and submit your service request through our Isolation Request Online Form. When filling out the online form, you’ll be asked to select disconnection and/or reconnection date(s) and time(s). Please note that your final appointment date and time will be confirmed by your Toronto Hydro representative through email after the isolation consent and/or payment has been received. The typical lead time is approximately one month, which may vary depending on project complexity.

We recommend providing us with all relevant documentation at the time of your online submission to help prevent any delays in processing. In the event that documents are unavailable at the time of submission, they can also be submitted at a later date directly to your assigned Toronto Hydro representative, as they become available.

One of our representatives will contact you within 15 business days to review your project details, schedule a site visit (if needed) and request isolation consent from the Toronto Hydro account owner (if applicable).

For some isolation requests, electrical design investigation may be required to help understand your electrical layout and ensure we can safely isolate your service connection. In these instances, we may request a design pre-payment that must be paid prior to beginning design work. The design pre-payment is a deposit that enables us to perform preliminary assessments for your request. This design pre-payment will be credited towards your financial obligations for the project.

The design pre-payment can be refunded at your request at any time, in the event that you choose to not proceed with your request. If a refund is requested, all funds minus any hours spent on the assessment will be returned to the payee.

Once the Toronto Hydro account owner has signed and returned the Isolation Consent Form to us, we'll complete the design (if applicable) and final estimate to determine the course of action. Your assigned representative will provide you with a Job Quotation. This will specify the project details, timelines and financial requirements to proceed with the service request.

Note: The overall cost of your isolation request may vary depending on your system’s configuration and connection.

Sign and return the Job Quotation through email to projectpayments@torontohydro.com, along with all required payments and information, as instructed in the “General Payment Instructions” section of the Job Quotation.

Once payment is made in full to Toronto Hydro, we’ll contact you to confirm your temporary service disconnection and reconnection date.

Please be advised that we can’t guarantee that the work will be completed on the specified date(s). Due to unforeseen circumstances such as unplanned outages, safety hazards and other environmental issues, we may need to reroute crews for additional support. In the event that your work needs to be rescheduled, we’ll do our best to provide notice in advance, although this may not always be possible.

On your scheduled service day, a crew will attend to temporarily disconnect your power. Any preparation details related to your temporary disconnect will be communicated to you by your Toronto Hydro representative.

Once you’re ready for power to be reconnected, you’re required to schedule and complete a safety inspection with the ESA. You or your contractor can contact the ESA and submit a request through their website.

Once we receive ESA connection authorization, we'll conduct a final site inspection to ensure it meets our Conditions of Service and standards, then reconnect your power.

Note: Toronto Hydro may change any part of this process at its sole discretion.

Note: Eligible low-income customers qualify for one free isolation (temporary disconnection) per rolling year (a period of 12 consecutive months). Residential customers are deemed to be eligible low-income customers if they applied for and received approval for the Low-income Energy Assistance Program (LEAP) or the Ontario Electricity Support Program (OESP). Any additional isolations requested within this 12-month period will be charged to customers at our regular rates.