Critical Care & Key Account Customers
If you or someone in your household relies on electrically powered medical equipment—such as a ventilator, dialysis machine, or similar device—you may be eligible to be added to Renfrew Hydro’s Critical Care and Key Account Customer Notification List.
This list helps us prioritize communication and response during power interruptions, ensuring that those with critical needs are supported promptly and appropriately.
Eligibility
Who Qualifies as a Critical Care Customer?
Residential customers who depend on electrically powered medical equipment and have provided medical documentation from a licensed physician. This documentation must confirm that a loss of power would pose a risk of significant adverse effects on the physical health of the customer or on the physical health of the customer’s spouse, dependent family member, or other person who regularly resides in the home.
Who Qualifies as a Key Account Customer?
Organizations or facilities that provide essential services crucial to the health, safety, and welfare of the communities we serve. This includes but is not limited to hospitals and medical clinics, emergency response centers and long-term care facilities.
How do I Register?
Critical Care Customers
Residential customers who require an uninterrupted source of power for medical equipment should complete and submit a Critical Care Customer Account Registration Form.
Please Note: the Critical Care Customer registration form must be completed/signed by your physician and updated annually to remain effective.
Key Account Customers
If you are a Key Account Customer providing services that are essential to the health, safety, and welfare of the communities we serve, please contact our office at 613-432-4884 so we can work with you to verify your eligibility and add your organization to our Critical Care and Key Accounts Notification List.
Informing Our Customers
At Renfrew Hydro we make every effort to minimize the duration and impact of planned power outages and to notify all affected Critical Care and Key Account customers in advance whenever possible; however, it is important to understand that we cannot guarantee an uninterrupted supply of electricity.
Unplanned Outages
While we strive to communicate quickly and effectively, some outages occur without warning due to factors beyond our control, such as extreme weather, equipment failure, or accidents. In these situations, advance notice may not be possible.
Renfrew Hydro will make every reasonable effort to contact Critical Care and Key Account customers during an outage, but we cannot be held liable for any failure to do so.
Important: If you or a household member requires continuous electricity for medical reasons—or if you are a Key Account customer—it is your responsibility to have a sufficient backup power solution in place (such as a battery back-up or generator). These systems help ensure safety and continuity of critical services in the event of an unexpected power disruption.