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A Message from Burlington Hydro’s President and CEO

Responding to the COVID-19 Pandemic

September 2020

Burlington Hydro acted very early in the pandemic to put measures in place to protect our work family, while ensuring the safety of the general public. It has always been, and will continue to be our top priority to keep everyone safe. We understand as well that the reliable delivery of power to support our hospital, emergency services and institutions on the front lines is just as important as ever.  

Guided by public health advice and lessons learned, the City of Burlington is now in Stage 3 of its re-opening. The province is reopening businesses, services, schools and public spaces as progress is made in the fight to flatten the COVID-19 curve.

The pandemic however continues to cause economic uncertainty. We understand the ongoing stress and financial hardship on many businesses, individuals and families in our community. For those struggling to pay their electricity bills, please remember that there are a number of options available to assist you: 

Burlington Hydro will always work with customers and offer a number of payment terms/options for those who are struggling to pay their electricity bills. Call us and speak with a Customer Service Representative, Monday – Friday, 8:30 am to 4:30 pm – 905-332-1851

We want to help our customers avoid falling further behind on their electricity bill and building large balances they will have to pay later: disconnection for non-payment is a last resort that we will always work hard to avoid.

On June 1st the Ontario Government introduced a fixed electricity price known as the ‘COVID-19 Recovery Rate’ for all Regulated Rate Plan (RPP) time-of-use customers. . The fixed recovery rate of 12.8 cents/kWh applies 24 hours a day, 7 days a week, and remains in effect from June 1 to October 31, 2020.

It’s been a hot and humid summer season and many customers have seen an increase in their electricity use as air conditioners have been working in high gear. It’s meant higher bills for many. If you want some help in managing and tracking your electricity use, I’d like to suggest that you sign up for our ‘Time-of-Use Toolkit’ – it’s a FREE service we offer to our TOU customers that helps you track your electricity use data, compare past bills, and access information on the impact of weather on your usage, among other great features. I encourage you to sign up at:

And lastly, we are continuing to ask the public to limit interaction with our Operations Technicians in the field and to maintain a safe social distance (2 metres) from them as they undertake their work. I’d also like to remind customers that our office at 1340 Brant Street remains closed to the public. However, we are still here to assist you. We ask our customers to please call our Customer Service Centre at (905) 332-1851 with any questions or needs they might have.

I want to reinforce our commitment to keep our distribution system operating reliably and ensuring that we keep the lights on in our City. Our families, friends and customers are counting on us to do just that. It’s a commitment that is being met in communities throughout the province by all local electricity distributors.

We will continue to monitor and communicate to our customers as the situation evolves. If you have any questions or concerns I encourage you to contact our Customer Service at (905) 332-1851.

Please stay safe.



Gerry Smallegange

President and CEO, Burlington Hydro