Customer Action Form (CAF)

What to do if you receive a CAF.

If you've received a service repair notice from Toronto Hydro, commonly referred to as a Customer Action Form (CAF), it means that we’ve identified a deficiency on your property that requires immediate repair or replacement. Since this is a deficiency on customer-owned equipment, infrastructure or property, the property owner or property manager is responsible for completing the repairs.

Note for transformer vault owners: Customers who own the transformer vault located on their property are responsible for inspecting, maintaining, repairing and replacing their vault. If you’ve received a CAF for a deficiency to a customer-owned transformer vault, please visit our Customer-Owned Vaults web page for more information.

Why it's important to make repairs to equipment you own

Customers are responsible for the electrical equipment and assets that they own. This includes the responsibility to repair or replace equipment when necessary. These repairs are necessary to maintain the safety and reliability of your electrical equipment and ours. Proper upkeep helps us all avoid potential disruptions to the electrical grid. More information can be found in our Conditions of Service (section 1.7.5).

Equipment ownership

Overhead service component ownership
Component Owner
Service stack Customer
Clevis Customer
Meter base Customer
Service wire Toronto Hydro
Meter Toronto Hydro

Underground service component ownership
Component Owner
Meter base Customer
Conduit Customer
Meter Toronto Hydro
Cable Toronto Hydro

What property owners need to do after receiving a CAF

Please take the following steps after you receive a CAF.

  1. Refer to your Customer Action Form.

    The form lists all of the repairs that need to be made.

  2. Find a licensed contractor.

    All electrical repairs must be made by a licensed electrician. Civil and structural repairs can be carried out by any contractor you wish to hire, however, this may require the presence of a Toronto Hydro representative.

  3. Request power disconnection (if applicable).

    Your CAF will indicate if your power needs to be temporarily disconnected before repairs can be made. In this circumstance, you must hire an authorized Toronto Hydro contractor to coordinate the disconnect and reconnect services.

    Please call us at 416-542-8000 to request a list of authorized Tier 2 contractors and make arrangements.

  4. Have the repairs completed.

    Have your contractor complete all necessary repairs on your behalf.

  5. Schedule an ESA inspection.

    For all electrical CAFs where a disconnection was required, once repairs have been made, you or your contractor must contact the Electrical Safety Authority (ESA) to schedule an inspection.

  6. Request power reconnection (if applicable).

    Once the ESA inspects the work and authorizes the reconnection, Toronto Hydro can reconnect your power. Call us at 416-542-8000 to make arrangements.

  7. Notify Toronto Hydro that your repairs have been completed.

    Once your repairs are completed, email customeractionform@torontohydro.com to have the CAF officially closed. Please include any photos, invoices, 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.

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.

Read our Conditions of Service

Customers on partial power

If Toronto Hydro crews have made emergency repairs, your home may be operating on partial or limited power. As a result, large appliances such as washers/dryers, dishwashers and stoves will not work.

You may also be required to further reduce power consumption until permanent repairs have been made. You can do this by plugging in only one appliance at a time (this includes small appliances such as toasters, kettles, microwaves and blenders). Plugging in more than one appliance at a time can cause overheating and increase the potential for a fire hazard.

What if I don't take action on a CAF?

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

For further guidance, please refer to our Conditions of Service (sections 1.7.5 and 2.2) or contact our Customer Care team.