Toronto Hydro has implemented all recommendations from our investigation into customer-owned infrastructure

Toronto Hydro has implemented all 13 recommendations from our 2024 investigation into how it manages customer-owned infrastructure. Ombudsman Kwame Addo is satisfied they have been implemented.

The changes at Toronto Hydro cover customer-owned infrastructure from start to finish, from when a property is first connected through to how it is inspected. Toronto Hydro customers who own infrastructure, like an underground electrical vault, are now told about it and what it means for them.

Why we investigated

In 2015, some 35 years after he purchased a commercial property, Mr. A. learned that he was responsible for approximately $20,000 in repairs to maintain an underground vault that provides electricity to him and his eight neighbours. There were no signs, written agreements or easements that would have alerted Mr. A. to the existence of this vault before he purchased the property.

While Mr. A.’s situation was unique, Ombudsman Addo’s investigation found that Toronto Hydro’s lack of a cohesive internal process outlining the establishment, inspection, maintenance and enforcement of customer-owned infrastructure meant that Mr. A.’s case slipped through the cracks.

What has changed for customers

Following the implementation of 13 recommendations from our investigation, Toronto Hydro has made changes at each stage of the process for customers:

• Toronto Hydro now has a clearly defined internal process for customer-owned infrastructure that is followed by all divisions and departments. This includes guidance on when it will disconnect service or charge customers for outstanding repairs.
• When a customer activates service at a property with customer-owned infrastructure, Toronto Hydro is now responsible for informing them of the existence of the infrastructure.  Toronto Hydro should also explain their financial responsibilities and physical upkeep for it, and the sections of its Conditions of Service that apply to them.
• Toronto Hydro now provides customers with reasonable notice before staff inspects its infrastructure, so they have a chance to be present. Each inspection now builds on the last, and what counts as a deficiency is applied more consistently. Follow-up notices go to the property’s address and are sent on time.
• Toronto Hydro has a new guide that helps customers inspect and maintain the parts of their vault they can reach without Toronto Hydro staff present.
• Toronto Hydro’s information about vault access, including free access, is now the same on its website and in its Conditions of Service.

Owning this kind of infrastructure can come with significant costs. Knowing about it from the start, and what to expect along the way, means Toronto Hydro customers have the facts they need to plan ahead and make informed decisions.

Still have concerns?

If you’ve been through Toronto Hydro’s complaint process and still have concerns, contact our team at 416-392-7062 or ombudsman@toronto.ca. You can also complete our online complaint form.

Learn more

Read our original investigation report from 2024.

Visit Toronto Hydro’s website to learn more about customer-owned vaults.