If a Customer Action Form (CAF) just landed on your desk, here’s the short version: Toronto Hydro found a deficiency involving equipment, infrastructure or property that your building owns. As a result, the property owner or property manager needs to arrange the required repairs.

What is a transformer vault?

Toronto Hydro customer-owned vault diagram

A customer-owned transformer vault is a room on private property that houses electrical equipment. It may sit above or below ground and can contain both customer-owned equipment and Toronto Hydro equipment.

You can usually identify the vault by its locked entrance, high-voltage safety signage and vault ID.

Who is responsible for a vault?

The property owner is responsible for a customer-owned vault. However, that doesn’t mean the property owner owns everything inside it.

The owner must inspect, maintain, repair, and replace the vault structure, as well as any customer-owned equipment and infrastructure. Meanwhile, Toronto Hydro remains responsible for the equipment it owns inside the vault.

In addition, vault owners must maintain at least three feet of clearance around the outside of the vault and around entry points leading to its locked entrance.

For most condominium buildings, the condominium corporation handles vault maintenance when the vault forms part of the common elements. However, the corporation’s declaration and specific ownership arrangements can affect who holds that responsibility.

What is a Customer Action Form (CAF)?

A Customer Action Form is a service repair notice from Toronto Hydro. Toronto Hydro issues one when an inspection finds a deficiency involving customer-owned equipment, infrastructure or property that requires repair or replacement.

Because the customer owns the affected property or equipment, the customer must arrange the repairs.

What happens if you ignore a CAF?

Ignoring a CAF can have serious consequences.

For example, Toronto Hydro may disconnect electricity to the property if you don’t complete the required work within a reasonable timeframe. Toronto Hydro may also correct the deficiency itself and charge the customer for the work.

These actions can apply when the customer doesn’t respond, the repairs don’t adequately correct the problem, or significant safety or reliability risks remain.

What to do if you receive a Customer Action Form

Read the form
First, review the CAF carefully. It identifies the deficiency and lists the repairs Toronto Hydro requires.

Hire the right contractor
Next, determine what type of contractor the work requires.

Electrical vault work requires a Toronto Hydro authorized and licensed electrician.

For civil and structural repairs, you can choose any contractor you wish. However, you may still require the presence  of a Toronto Hydro representative while contractors work inside the vault.

Request vault access
Before work begins, contact Toronto Hydro to arrange access. Do not access the vault on your own. Toronto Hydro controls access for inspections, maintenance and repairs inside the vault.

Complete the repairs
Have the appropriate contractor complete all work identified on the CAF.

Close the CAF
Finally, email Toronto Hydro once the work is complete.

Include applicable proof of completion, such as photos, invoices and, when required, an ESA certificate. Toronto Hydro will then review the work and confirm whether it meets the requirements.

The CAF remains open until Toronto Hydro confirms that the repairs were completed properly.

Get help with your CAF

Signature Electric works with Toronto condominium corporations and building owners on hydro vault maintenance and utility-mandated repairs.

If you’ve received a CAF, send it to us. We’ll review the required work and help you understand the scope, estimated cost and timeline.

BONUS: Did you know that Toronto Hydro provides property owners with one vault access appointment (up to 4 hours) on a rolling 12-month schedule at no charge? To gain access, submit a vault access online request.