Meter replacement program

We’re replacing customer meters over the next five years.

As of May 2024, we’ve begun a five-year project to replace residential and small business customer meters. There is no cost to you for the replacement of the meter. Electricity meters are used to measure electricity usage.

We’re replacing our first-generation meters with next-generation meters. While existing meters are still working well and measuring accurately, they’re approaching their end of life and it’s beneficial to replace them in a planned and scheduled manner.

The meter replacements are also driven by advancements in metering technology. Meter manufacturers continuously update their products with new features, abilities, communication upgrades and storage capacity improvements.

As more customers plug into electrified technologies — including those capable of sending electricity back to the grid — we’re dedicated to investing in building a more intelligent and resilient grid. These new meters will contribute to the modernization of our electrical system.

Note: Our approved third-party contractors will be replacing the existing meter with a new meter. All employees conducting meter changes will have ID passes on them. If you’re unsure if you’re dealing with a legitimate Toronto Hydro representative, please call our meter replacement phoneline at 416-542-5360.

Frequently asked questions

Customers scheduled for a meter replacement within the upcoming three months will receive a letter in advance. For example, all customers scheduled for a meter replacement in January to March, April to June, July to September, or October to December will receive the letter prior to that three-month period.

On the day of the meter change, the crew will leave a notice at the door to let the customer know if the meter exchange was completed or left incomplete due to other reasons.

No, a customer can't refuse the meter replacement or access. By law, and under sections 11.7.1 and 2.3.7 of our Conditions of Service, we have the right to safe, secure, unobstructed and unimpeded access to our distribution equipment, including the meter, and the right to choose the type of meter that is installed. If the timing of the meter replacement is inconvenient for you, you can coordinate with the crew to return at a later time that day or arrange another date/time to return. However, if the customer wishes to coordinate in advance, they should set up an appointment instead. For more information about setting up an appointment, refer to Can I schedule an appointment instead? below.

Where a customer prevents access to the meter and/or other distribution equipment and Toronto Hydro is unable to perform planned inspections and maintenance, Toronto Hydro reserves the right to disconnect electricity service, in accordance with section 2.2 of our Conditions of Service.

Toronto Hydro owns the electricity meter and service wire/cable connected at your property. Please refer to the table below for more information on 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

There is no cost to the customer for replacing the physical meter. However, if the contractors gets to the site and there are unsafe conditions because the customer-owned equipment is damaged or there is wear and tear or does not meet technical standards under Toronto Hydro’s Conditions of Service, the contractors will issue a Customer Action Form (CAF) to the customer if any repairs are required. The customer will be responsible for making those repairs with a certified electrician.

The action of swapping out meters is expected to have minimal customer impact. Meter replacement is fairly fast. You'll likely experience a very brief power outage. In most cases, the outage may range from a few seconds to a minute. If the meter is inside your property, the crew will request access to your property. In such cases, the customer will be contacted to make an appointment and provided details about what the customer may need to do in order to enable access.

The crew operates Monday through Sunday, 8 a.m. to 7 p.m. We cannot guarantee a specific date or time.

If the meter is outside and accessible, an appointment isn't required unless there are specific circumstances that require the customer to schedule an appointment.

Appointments can be arranged for customers with access concerns or issues. The customer must contact us in advance to make arrangements by calling 416-542-5360 to schedule an appointment.

Appointments are normally scheduled between Monday to Thursday, with the following timeslots available:

  • 8 a.m. to 12 p.m. (4-hour window); or
  • 12 p.m. to 4 p.m. (4-hour window)

Residential customers:

The crew will knock on your door to inform you when work is about to begin. Customers don't need to open the door and can instead wave to the crew to acknowledge. However, a response isn't required to change the meter, and the crew will proceed in any case. You'll likely experience a very brief power outage. In most cases, the outage may range from a few seconds to a minute. Note: If the meter is inside your home, the crew will request access to your home.

Small business customers:

Depending on the location of the meter (e.g., indoor meter room), the crew may require immediate access and will reach out to the onsite contact. The crew will determine whether a brief power outage is necessary during the visit.

The crew will leave a notice at the door to let the customer know if the meter exchange was completed or left incomplete due to other reasons.

If you received a CAF prior to the meter replacement, your repairs must be completed and you must provide notification to Toronto Hydro’s Customer Action Form team before the meter replacement visit. For information on what to do if you receive a CAF, please visit our Customer Action Form (CAF) web page.

If, on the day of your meter replacement, the crew identifies any issue(s) on customer-owned equipment that impact(s) installing a new meter, a CAF will be issued and any repairs must be made by the customer immediately so that the crew can return and install the meter. You must also notify Toronto Hydro’s Customer Action Form team to update the status of the repairs. Please refer to our Customer Action Form (CAF) web page for more information.

Where, in the course of carrying out the meter replacement, the crew caused damage necessitating the removal and replacement of the meter base, Toronto Hydro, at its own expense, would have restored the meter base to an equivalent condition.

Additionally, if the crew removed the meter and discovered the meter base required repairs to restore power as part of the meter replacement program, Toronto Hydro crews would have made arrangements with a licensed electrician to make these repairs to restore power at no cost to the customer.

Note: Meter bases are the responsibility and ownership of the customer. Any future maintenance or repairs required to the meter base are the responsibility of the customer. For more information about electricity equipment ownership, refer to Who owns the meters? above. 

Customers will receive a letter from Toronto Hydro in advance, informing them that a meter change will take place. Keep in mind that we don't charge customers for replacement of the meter. Our approved third-party contractors will be replacing the existing meter with a new meter. All employees conducting meter changes will have ID passes on them. If you're unsure if you're dealing with a legitimate Toronto Hydro representative, please call our meter replacement phoneline at 416-542-5360.