Hydro One wants to spend another $6-million to redesign bills


hydro one logo

Protective Relay Training - Basic

Our customized live online or in‑person group training can be delivered to your staff at your location.

  • Live Online
  • 12 hours Instructor-led
  • Group Training Available
Regular Price:
$699
Coupon Price:
$599
Reserve Your Seat Today

Hydro One Bill Redesign Spending sparks debate over Ontario Energy Board regulation, rate applications, privatization, and digital billing upgrades, as surveys cite confusing invoices under the Fair Hydro Plan for residential, commercial, and industrial customers.

 

Key Points

$15M project to simplify Hydro One bills, upgrade systems, and improve digital billing for commercial customers.

✅ $9M spent; $6M proposed for C&I and large-account changes.

✅ OEB to rule amid rate application and privatization scrutiny.

✅ Survey: 40% of customers struggled to understand bills.

 

Ontario's largest and recently privatized electricity utility has spent $9-million to redesign bills and is proposing to spend an additional $6-million on the project.

Hydro One has come under fire for spending since the Liberal government sold more than half of the company, notably for its CEO's $4.5-million pay.

Now, the NDP is raising concerns with the $15-million bill redesign expense contained in a rate application from the formerly public utility.

"I don't think the problem we face is a bill that people can't understand, I think the problem is rates that are too high," said energy critic Peter Tabuns. "Fifteen million dollars seems awfully expensive to me."

But Hydro One says a 2016 survey of its customers indicated about 40 per cent had trouble understanding their bills.

Ferio Pugliese, the company's executive vice-president of customer care and corporate affairs, said the redesign was aimed at giving customers a simpler bill.

"The new format is a format that when tested and put in front of our customers has been designed to give customers the four or five salient items they want to see on their bill," he said.

About $9-million has already gone into redesigning bills, mostly for residential customers, Pugliese said. Cosmetic changes to bills account for about 25 per cent of the cost, with the rest of the money going toward updating information systems and improving digital billing platforms, he said.

The additional $6-million Hydro One is looking to spend would go toward bill changes mostly for its commercial, industrial and large distribution account customers.

Energy Minister Glenn Thibeault noted in a statement that the Ontario Energy Board has yet to decide on the expense, but he suggested he sees the bill redesign as necessary alongside legislation to lower electricity rates introduced by the province.

"With Ontarians wanting clearer bills that are easier to understand, Hydro One's bill redesign project is a necessary improvement that will help customers," he wrote.

"Reductions from the Fair Hydro Plan (the government's 25 per cent cut to bills last year) are important information for both households and businesses, and it's our job to provide clear, helpful answers whenever possible."

The OEB recently ordered Hydro One to lower a rate increase it had been seeking for this year to 0.2 per cent down from 4.8 per cent.

The regulator also rejected a Hydro One proposal to give shareholders all of the tax savings generated by the IPO in 2015 when the Liberal government first began partially privatizing the utility. The OEB instead mandated shareholders receive 62 per cent of the savings while ratepayers receive the remaining 38 per cent.

 

 

Related News

Related News

Despite delays, BC Hydro says crews responded well to 'atypical' storm

BC Hydro Ice Storm Response to Fraser Valley power outages highlights freezing rain impacts, round the clock crews, infrastructure challenges, and climate change risks across the Lower Mainland during winter weather and restoration efforts.

 

Key Points

A plan for freezing rain events that prioritizes safety, rapid repairs, and clear communication to restore power.

✅ Prioritizes hazards, critical loads, and public safety first

✅ Deploys crews, contractors, and equipment across affected areas

✅ Addresses climate risks without costly undergrounding expansion

 

Call it the straw that broke the llama's back.

The loss of power during recent Fraser Valley ice storms meant Jennifer Quick, who lives on a Mission farm, had no running water, couldn't cook with appliances and still had to tend to a daughter sick with stomach flu.

As if that wasn't enough, she had to endure the sight of her shivering llamas.

"I brought them outside at one point and when I brought them back in, they had icicles on their fur," she said, adding the animals stayed in the warmth of their barn from then on.

For three and a half days, Quick and her family were among more than 160,000 BC Hydro customers in the Fraser Valley left in the dark after ice storms whipped through the region.

BC Hydro expects to get all customers back online Tuesday, five days after the storm hit.

And with another storm possibly on the horizon, the utility is defending its response to the treacherous weather, noting that windstorm power outages can be widespread.

BC Hydro spokesperson Mora Scott said the utility has a "best in class" storm response system, similar to PG&E winter storm prep in the U.S.

"In a typical storm situation we normally have 95 per cent of our customers back up within 24 hours. Ice storms are different and obviously this was an atypical storm for us," she said.

Scott said that in this case, the utility got power back on for 75 per cent of customers within 24 hours. It took the work of 450 employees called in from around B.C., working around the clock, a mobilization echoed by Sudbury Hydro crews after a storm, she said.

The work was complicated by trees falling near crews, icy roads, low visibility and even substations so frozen over the ice had to be melted off with blowtorches.

She said that in the long term, BC Hydro has no plans to make changes to how it responds to extreme ice storms or how infrastructure is built.

"Seeing ice build up in the Lower Mainland like this is a rare event," she said. "So to build for extremes like that probably doesn't make a lot of sense."

 

Climate change will bring storms

But CBC meteorologist Johanna Wagstaffe said that might not always be the case as climate change continues to impact our planet.

"The less severe winter events, like light snowfall, will happen less often," she said. "But the disruptive events — like last week's storm — will actually happen more often and we are already seeing this shift happen."

Marc Eliesen, a former CEO of BC Hydro in the early 1990s, said the utility needs to keep that in mind when planning for worst-case scenarios.

"This [storm] is a condition characteristic of the weather in the east, particularly in Ontario and Quebec, where freezing rain outages in Quebec are more common, which is organized to deal with freezing rain and heavy snow on the lines," he said. "This is a new phenomenon for British Columbia."

Eliesen questions whether BC Hydro has adequate equipment and crew training to deal with ice storms if they become more frequent, pointing to Hydro One storm restoration in Ontario as a comparison.

 

'Always something we can learn'

Scott disagrees with some of Eliesen's points.

She said some of the crews called in to deal with the recent storm come from northern B.C. and the Interior and have plenty of experience with snow.

"There's always something we can learn in every major storm situation," she said.

The idea of putting power lines underground was raised by some CBC readers and listeners, but Scott said running underground lines is five to 10 times the cost of running lines on pole, so it is done sparingly. Besides, equipment like substations and transmission lines need to be kept aboveground.

Meanwhile, Wagstaffe said that beginning Thursday, wintry weather could return to the Lower Mainland.

 

Related News

View more

Russians hacked into US electric utilities: 6 essential reads

U.S. power grid cyberattacks expose critical infrastructure to Russian hackers, DHS warns, targeting SCADA, smart grid sensors, and utilities; NERC CIP defenses, microgrids, and resilience planning aim to mitigate outages and supply chain disruptions.

 

Key Points

U.S. power grid cyberattacks target utility control systems, risking outages, disruption, requiring stronger defenses.

✅ Russian access to utilities and SCADA raises outage risk

✅ NERC CIP, DHS, and utilities expand cyber defenses

✅ Microgrids and renewables enhance resilience, islanding capability

 

The U.S. Department of Homeland Security has revealed that Russian government hackers accessed control rooms at hundreds of U.S. electrical utility companies, gaining far more access to the operations of many more companies than previously disclosed by federal officials.

Securing the electrical grid, upon which is built almost the entirety of modern society, is a monumental challenge. Several experts have explained aspects of the task, potential solutions and the risks of failure for The Conversation:

 

1. What’s at stake?

The scale of disruption would depend, in part, on how much damage the attackers wanted to do. But a major cyberattack on the electricity grid could send surges through the grid, much as solar storms have done.

Those events, explains Rochester Institute of Technology space weather scholar Roger Dube, cause power surges, damaging transmission equipment. One solar storm in March 1989, he writes, left “6 million people without power for nine hours … [and] destroyed a large transformer at a New Jersey nuclear plant. Even though a spare transformer was nearby, it still took six months to remove and replace the melted unit.”

More serious attacks, like larger solar storms, could knock out manufacturing plants that build replacement electrical equipment, gas pumps to fuel trucks to deliver the material and even “the machinery that extracts oil from the ground and refines it into usable fuel. … Even systems that seem non-technological, like public water supplies, would shut down: Their pumps and purification systems need electricity.”

In the most severe cases, with fuel-starved transportation stalled and other basic infrastructure not working, “[p]eople in developed countries would find themselves with no running water, no sewage systems, no refrigerated food, and no way to get any food or other necessities transported from far away. People in places with more basic economies would also be without needed supplies from afar.”

 

2. It wouldn’t be the first time

Russia has penetrated other countries’ electricity grids in the past, and used its access to do real damage. In the middle of winter 2015, for instance, a Russian cyberattack shut off the power to Ukraine’s capital in the middle of winter 2015.

Power grid scholar Michael McElfresh at Santa Clara University discusses what happened to cause hundreds of thousands of Ukrainians to lose power for several hours, and notes that U.S. utilities use software similar to their Ukrainian counterparts – and therefore share the same vulnerabilities.

 

3. Security work is ongoing

These threats aren’t new, write grid security experts Manimaran Govindarasu from Iowa State and Adam Hahn from Washington State University. There are a lot of people planning defenses, including the U.S. government, as substation attacks are growing across the country. And the “North American Electric Reliability Corporation, which oversees the grid in the U.S. and Canada, has rules … for how electric companies must protect the power grid both physically and electronically.” The group holds training exercises in which utility companies practice responding to attacks.

 

4. There are more vulnerabilities now

Grid researcher McElfresh also explains that the grid is increasingly complex, with with thousands of companies responsible for different aspects of generating, transmission, and delivery to customers. In addition, new technologies have led companies to incorporate more sensors and other “smart grid” technologies. He describes how that, as a recent power grid report card underscores, “has created many more access points for penetrating into the grid computer systems.”

 

5. It’s time to ramp up efforts

The depth of access and potential control over electrical systems means there has never been a better time than right now to step up grid security amid a renewed focus on protecting the grid among policymakers and utilities, writes public-utility researcher Theodore Kury at the University of Florida. He notes that many of those efforts may also help protect the grid from storm damage and other disasters.

 

6. A possible solution could be smaller grids

One protective effort was identified by electrical engineer Joshua Pearce at Michigan Technological University, who has studied ways to protect electricity supplies to U.S. military bases both within the country and abroad. He found that the Pentagon has already begun testing systems, as the military ramps up preparation for major grid hacks, that combine solar-panel arrays with large-capacity batteries. “The equipment is connected together – and to buildings it serves – in what is called a ‘microgrid,’ which is normally connected to the regular commercial power grid but can be disconnected and become self-sustaining when disaster strikes.”

He found that microgrid systems could make military bases more resilient in the face of cyberattacks, criminals or terrorists and natural disasters – and even help the military “generate all of its electricity from distributed renewable sources by 2025 … which would provide energy reliability and decrease costs, [and] largely eliminate a major group of very real threats to national security.”

 

Related News

View more

CAA Quebec Shines at the Quebec Electric Vehicle Show

CAA Quebec Electric Mobility spotlights EV adoption, charging infrastructure, consumer education, and sustainability, highlighting policy collaboration, model showcases, and greener transport solutions from the Quebec Electric Vehicle Show to accelerate climate goals and practical ownership.

 

Key Points

CAA Quebec's program advancing EV education, charging network advocacy, and collaboration for sustainable transport.

✅ Consumer education demystifying EV range and charging

✅ Hands-on showcases of new EV models and safety tech

✅ Advocacy for faster, wider public charging networks

 

The Quebec Electric Vehicle Show has emerged as a significant event for the automotive industry, drawing attention from enthusiasts, industry experts, and consumers alike, similar to events like Everything Electric in Vancouver that amplify public interest. This year, CAA Quebec took center stage, showcasing its commitment to promoting electric vehicles (EVs) and sustainable transportation solutions.

A Strong Commitment to Electric Mobility

CAA Quebec’s participation in the show underscores its dedication to facilitating the transition to electric mobility. With the rising concerns over climate change and the increasing popularity of electric vehicles, as Canada pursues ambitious EV targets nationwide, organizations like CAA are pivotal in educating the public about the benefits and practicality of EV ownership. At the show, CAA Quebec offered valuable insights into the latest trends in electric mobility, including advancements in technology, charging infrastructure, and the overall impact on the environment.

Educational Initiatives

One of the highlights of CAA Quebec's presentation was its focus on education. The organization hosted informative sessions aimed at demystifying electric vehicles for the average consumer. Many potential buyers are still apprehensive about making the switch from traditional gasoline-powered cars. CAA Quebec addressed common misconceptions about EVs, such as range anxiety and charging challenges, providing attendees with the knowledge they need to make informed decisions.

The sessions included expert panels discussing the future of electric vehicles, with insights from automotive industry leaders and environmental experts, and addressing debates such as experts questioning Quebec's EV push that shape policy discussions.

Showcasing Innovative EVs

CAA Quebec also showcased a variety of electric vehicles from different manufacturers, giving attendees the chance to see and experience the latest models firsthand, similar to a popular EV event in Regina that drew strong community interest. This hands-on approach allowed potential buyers to explore the features of EVs, from performance metrics to safety technologies. By allowing consumers to interact with the vehicles, CAA Quebec helped to bridge the gap between interest and action, encouraging more people to consider an electric vehicle as their next purchase.

Addressing Infrastructure Challenges

A significant barrier to the widespread adoption of electric vehicles remains the availability of charging infrastructure. CAA Quebec took the opportunity to address this critical issue during the show. The organization has been actively involved in advocating for improved charging networks across Quebec, emphasizing the need for more public charging stations and faster charging options, where examples like BC's Electric Highway illustrate how corridor charging can ease long-distance travel concerns.

Collaboration with Government and Industry

CAA Quebec’s efforts are bolstered by collaboration with both government and industry stakeholders. The organization is working closely with provincial authorities to develop policies that support the growth of electric vehicle infrastructure. Additionally, partnerships with automotive manufacturers are paving the way for more sustainable practices in vehicle production and distribution, and utilities exploring vehicle-to-grid pilots in Nova Scotia to enhance grid resilience.

A Bright Future for Electric Vehicles

The Quebec Electric Vehicle Show highlighted not only the current state of electric mobility but also its promising future, reflected in growing interest in EVs in southern Alberta and other provinces. With the support of organizations like CAA Quebec, consumers are becoming more aware of the benefits of electric vehicles. This awareness is crucial as Quebec aims to achieve its ambitious climate goals, including a significant reduction in greenhouse gas emissions.

CAA Quebec's presence at the Quebec Electric Vehicle Show exemplifies its leadership in promoting electric vehicles and sustainable transportation. By focusing on education, showcasing innovative models, and advocating for improved infrastructure, CAA Quebec is helping to pave the way for a greener future. As the automotive landscape continues to evolve, the insights and initiatives presented at the show will play a vital role in guiding consumers towards embracing electric mobility. The future is electric, and with organizations like CAA Quebec at the helm, that future looks promising.

 

Related News

View more

Electricity sales in the U.S. actually dropped over the past 7 years

US Electricity Sales Decline amid population growth and GDP gains, as DOE links reduced per capita consumption to energy efficiency, warmer winters, appliances, and bulbs, while hotter summers and rising AC demand may offset savings.

 

Key Points

US electricity sales fell 3% since 2010 despite population and GDP growth, driven by efficiency gains and warmer winters.

✅ DOE links drops to efficiency and warmer winters

✅ Per capita residential use fell about 7% since 2010

✅ Rising AC demand may offset winter heating savings

 

Since 2010, the United States has grown by 17 million people, and the gross domestic product (GDP) has increased by $3.6 trillion. Yet in that same time span, electricity sales in the United States actually declined by 3%, according to data released by the U.S. Department of Energy (DOE), even as electricity prices rose at a 41-year pace nationwide.

The U.S. decline in electricity sales is remarkable given that the U.S. population increased by 5.8% in that same time span. This means that per capita electricity use fell even more than that; indeed, the Department of Energy pegs residential electricity sales per capita as having declined by 7%, even as inflation-adjusted residential bills rose 5% in 2022 nationwide.

There are likely multiple reasons for this decline in electricity sales. Department of Energy analysts suggest that, at least in part, it is due to increased adoption of energy-efficient appliances and bulbs, like compact fluorescents. Indeed, the DOE notes that there is a correlation between consumer spending on “energy efficiency” and a reduction in per capita electricity sales, while utilities invest more in delivery infrastructure to modernize the grid.

Yet the DOE also notes that states with a greater increase in warm weather days had a corresponding decrease in electricity sales, as milder weather can reduce power demand across years. In southern states, the effect was most dramatic: for instance, from 2010 to 2016, Florida had a 56% decrease in cold weather days that would require heating and as a result, saw a 9% decrease in per capita electricity sales.

The moral is that warm winters save on electricity. But if global temperatures continue to rise, and summers become hotter, too, this decrease in winter heating spending may be offset by the increased need to run air conditioning in the summer, and given how electricity and natural gas prices interact, overall energy costs could shift. Indeed, it takes far more energy to cool a room than it does to heat it, for reasons related to the basic laws of thermodynamics. 

 

Related News

View more

Power Outage Affects 13,000 in North Seattle

North Seattle Power Outage disrupts 13,000 in Ballard, Northgate, and Lake City as Seattle City Light crews repair equipment failures. Aging infrastructure, smart grid upgrades, microgrids, and emergency preparedness highlight resilience and reliability challenges.

 

Key Points

A major outage affecting 13,000 in North Seattle from equipment failures and aging grid, prompting repairs and planning.

✅ 13,000 customers in Ballard, Northgate, Lake City affected

✅ Cause: equipment failures and aging infrastructure

✅ Crews, smart grid upgrades, and preparedness improve resilience

 

On a recent Wednesday morning, a significant power outage struck a large area of North Seattle, affecting approximately 13,000 residents and businesses. This incident not only disrupted daily routines, as seen in a recent London outage, but also raised questions about infrastructure reliability and emergency preparedness in urban settings.

Overview of the Outage

The outage began around 9 a.m., with initial reports indicating that neighborhoods including Ballard, Northgate, and parts of Lake City were impacted. Utility company Seattle City Light quickly dispatched crews to identify the cause of the outage and restore power as soon as possible. By noon, the utility reported that repairs were underway, with crews working diligently to restore service to those affected.

Such outages can occur for various reasons, including severe weather, such as windstorm-related failures, equipment failure, or accidents involving utility poles. In this instance, the utility confirmed that a series of equipment failures contributed to the widespread disruption. The situation was exacerbated by the age of some infrastructure in the area, highlighting ongoing concerns about the need for modernization and upgrades.

Community Impact

The power outage caused significant disruptions for residents and local businesses. Many households faced challenges as their morning routines were interrupted—everything from preparing breakfast to working from home became more complicated without electricity. Schools in the affected areas also faced challenges, as some had to adjust their schedules and operations.

Local businesses, particularly those dependent on refrigeration and electronic payment systems, felt the immediate impact. Restaurants struggled to serve customers without power, while grocery stores dealt with potential food spoilage, leading to concerns about lost inventory and revenue. The outage underscored the vulnerability of businesses to infrastructure failures, as recent Toronto outages have shown, prompting discussions about contingency plans and backup systems.

Emergency Response

Seattle City Light’s swift response was crucial in minimizing the outage's impact. Utility crews worked through the day to restore power, and the company provided regular updates to the community, keeping residents informed about progress and estimated restoration times. This transparent communication was essential in alleviating some of the frustration among those affected, and contrasts with extended outages in Houston that heightened public concern.

Furthermore, the outage served as a reminder of the importance of emergency preparedness for both individuals and local governments, and of utility disaster planning that supports resilience. Many residents were left unprepared for an extended outage, prompting discussions about personal emergency kits, alternative power sources, and community resources available during such incidents. Local officials encouraged residents to stay informed about power outages and to have a plan in place for emergencies.

Broader Implications for Infrastructure

This incident highlights the broader challenges facing urban infrastructure. Many cities, including Seattle, are grappling with aging power grids that struggle to keep up with modern demands, and power failures can disrupt transit systems like the London Underground during peak hours. Experts suggest that regular assessments and updates to infrastructure are critical to ensuring reliability and resilience against both natural and human-made disruptions.

In response to increasing frequency and severity of power outages, including widespread windstorm outages in Quebec, there is a growing call for investment in modern technologies and infrastructure. Smart grid technology, for instance, can enhance monitoring and maintenance, allowing utilities to respond more effectively to outages. Additionally, renewable energy sources and microgrid systems could offer more resilience and reduce reliance on centralized power sources.

The recent power outage in North Seattle was a significant event that affected thousands of residents and businesses. While the immediate response by Seattle City Light was commendable, the incident raised important questions about infrastructure reliability and emergency preparedness. As cities continue to grow and evolve, the need for modernized power systems and improved contingency planning will be crucial to ensuring that communities can withstand future disruptions.

As residents reflect on this experience, it serves as a reminder of the interconnectedness of urban living and the critical importance of reliable infrastructure in maintaining daily life. With proactive measures, cities can work towards minimizing the impact of such outages and building a more resilient future for their communities.

 

Related News

View more

Russian hackers had 'hundreds of victims' as they infiltrated U.S. power grid

Russian cyberattacks on U.S. power grid exposed DHS warnings: Dragonfly/Energetic Bear breached control rooms, ICS networks, and could trigger blackouts via switch manipulation, phishing, and malware, threatening critical infrastructure and utility operations nationwide.

 

Key Points

State-backed breaches of utility ICS and control rooms enabled potential switch manipulation and blackouts.

✅ DHS: Dragonfly/Energetic Bear breached utility networks

✅ Access reached control rooms and ICS for switch control

✅ Ongoing campaign via phishing, malware, lateral movement

 

Russian hackers for a state-sponsored organization invaded hundreds of control rooms of U.S. electric utilities that could have led to blackouts, a new report says.

The group, known as Dragonfly or Energetic Bear, infiltrated networks of U.S. utilities as part of an effort that is likely ongoing, Department of Homeland Security officials told the Wall Street Journal.

Jonathan Home, chief of industrial-control-system analysis for DHS, said the hackers “got to the point where they could have thrown switches” and upset power flows.

Although the agency did not disclose which companies were impacted, the officials at a briefing Monday said that there were “hundreds of victims” including breaches at power plants across the U.S., and that some companies may not be aware that hackers infiltrated their networks yet.

According to experts, Russia has been preparing for such attacks for some time now, prompting a renewed focus on protecting the grid among utilities and policymakers.

“They’ve been intruding into our networks and are positioning themselves for a limited or widespread attack,” said former Deputy Assistant Defense Secretary Michael Carpenter, now senior director at the Penn Biden Center at the University of Pennsylvania, per the Wall Street Journal. “They are waging a covert war on the West.”

Earlier this year, the Trump administration claimed Russia had staged a power grid hacking campaign against the U.S. energy grid and other U.S. infrastructure.

The report comes after President Trump told reporters last week during a joint press conference in Helsinki alongside Russian President Vladimir Putin that he had no reason not to believe the Russian leader's assurances to him that the Kremlin was not to blame for interference in the election.

Trump later admitted that he misspoke when he said he didn’t “see any reason why” Russia would have meddled in the 2016 election, and said he believes the U.S. intelligence community assessment that found that the Russian government did interfere in the electoral process.

 

Related News

View more

Sign Up for Electricity Forum’s Newsletter

Stay informed with our FREE Newsletter — get the latest news, breakthrough technologies, and expert insights, delivered straight to your inbox.

Electricity Today T&D Magazine Subscribe for FREE

Stay informed with the latest T&D policies and technologies.
  • Timely insights from industry experts
  • Practical solutions T&D engineers
  • Free access to every issue

Download the 2025 Electrical Training Catalog

Explore 50+ live, expert-led electrical training courses –

  • Interactive
  • Flexible
  • CEU-cerified