Customer Care

Even if the cause of damage is electrical, this does not mean InnPower is liable.

Except in instances of gross negligence or intentional misconduct, InnPower does not offer compensation for damage to electrical devices or appliances. We recommend that you contact your insurance provider to assist you with this.

InnPower cannot be held liable for the following situations causing damage:

• A meteorological event (storms, natural disasters)

• Voltage/frequency variations or losses – during such events, it is your responsibility to protect your electrical installations and appliances, for instance, using power bars with surge protection.

• Service interruption caused by an emergency, accident, equipment failure or activation of system protection devices.

• Service interruption or non-delivery of electricity due to maintenance, repairs, system modifications, or for reasons of public utility and safety.

See InnPower’s Conditions of Service | Innpower

Except in the instances of gross negligence or intentional misconduct, InnPower does not offer compensation for losses incurred due to an outage or work on the system.

InnPower may interrupt electrical service, at any time for system maintenance or safety reasons.

In the case of a ‘Planned Interruption’, InnPower makes an effort to inform customers in advance, via telephone notification and social media.

We recommend that you contact your insurance provider in this case.

Conditions of Service | innpower

In the case of an InnPower employee, if they see that they have caused damage while working on your property, they will notify the homeowner or leave a notice to that effect on your door.

• If the notice carries the InnPower logo, we will get in touch with you to resolve the issue.

• If the notice does not carry the InnPower logo, it means the work was completed by another company. You must contact them directly for any issues or concerns.

If you suspect an InnPower employee or representative has caused damage to your property without leaving a notice, you may file a claim with us. We recommend you contact your insurance provider first, to help analyze the situation.

InnPower will only compensate you for your bill in instances where we have advised you to contact an electrician, and the issue arises due to InnPower’s equipment. There is no compensation if you hired an electrician yourself without contacting InnPower first.

In order to provide and maintain the reliability of electricity service, InnPower must ensure trees are cleared and do not damage the power distribution system. Depending on where trees are located, and what their function is, InnPower may prune or remove them. Work is done in compliance with the best practices and the tree is disposed of appropriately regarding the circumstances.

Vegetation management activities are not considered property damage, unless an accident occurs. Visit Vegetation Management | innpower to learn more.

InnPower is dedicated to performing safe work to ensure the utmost quality and reliability of our service. We apologize for any interruptions to your service as InnPower works to provide power to the distribution system, InnPower will not be liable and does not provide compensation for loss of income, or any inconvenience incurred during an outage or property damage.

Ontario operates under a “no fault” insurance system. If you are involved in a collision between two or more vehicles, you must contact your broker or insurer. This also applies to collisions involving an InnPower vehicle.

Even if InnPower is liable, your insurer is the one who must contact us, as all motorists are directly compensated through their insurance company.

Vehicle collides with any InnPower equipment or system:

If there is damage to your vehicle as a result of a collision with a utility pole or any other InnPower equipment, your insurer will contact us, if necessary.