New Hilo service terms

Effective November 14, 2025, amendments will be made to the Participant’s Agreement (“Agreement”) governing the Hilo Program. Hydro-Québec would like to share these changes with you.

The main changes are summarized below.

Clause 1: Eligibility for the Hilo Program

• The expression “Service” is replaced with “Hilo Program”.
• The Hydro-Québec rate applicable to the Participant’s electricity contract is specified. Before the changes, the eligible rate was Rate D (base rate) without the Winter Credit Option for residential use, whether the Participant was a tenant or owner of the Dwelling. The new eligible rates are Rate D with the Winter Credit Option and Rate Flex D, whether the Participant is a tenant or owner of the Dwelling.
• The stipulation is added that all new Participants with a Rate Flex D contract benefit from a guarantee that the cost of electricity consumption at Rate Flex D shall not exceed the cost at Rate D before applicable taxes for the first Winter Period.

Clause 2: Peak Demand Event

• The expression “Hilo Challenge” is replaced with the expressions “Peak Demand Event” and “Hilo Setpoints” to align the terminology used with the new eligible rates.
• The option is added to deactivate the automation of the Hilo Setpoints for the Peak Demand Event prior to the day before each Peak Demand Event.
• The right reserved by Hydro-Québec not to solicit the Participant or to solicit only partial participation, and the right reserved by Hydro-Québec not to include Hilo Solutions or Connected Devices under the same Hilo Solution, or to include only some of them during  Hilo Challenges, are removed.
• The maximum number of Hilo Challenges per day and per Winter Period is removed.
• The Reward calculation terms are removed to reflect the changes to the eligible rates.
• A new clause providing a Rate D consumption cost guarantee for new Participants with a Flex D contract is added.

Clause 3: Commitments

• A clarification regarding the timeframe within which the Participant must ensure the Connected Devices installed by a third party are functional, properly set up and paired with the Smart Home Hub is added.

Clause 7: Term and Termination

• The requirement to meet eligibility conditions for the Agreement to take effect is specified.
• The manner in which the Participant may terminate the Agreement or cancel any of the Hilo Solutions is specified.
• The possibility for either party to unilaterally terminate the Agreement and the consequences thereof is modified to align with the provisions of the new eligible rates:

1. The ineligibility for Rewards during the current Winter Period in case of termination of the Agreement or cancellation of any Hilo Solution is removed;
2. Hydro-Québec’s right to unilaterally terminate the Agreement if the Participant repeatedly fails to sufficiently reduce their electricity consumption is removed;
3. Hydro-Québec’s right to unilaterally terminate the Agreement if the Participant fails to meet any of the eligibility conditions is added;
4. The survival of the Participant’s consent upon termination of the Agreement for the purpose of calculating Rewards is removed;
5. Hydro-Québec’s right to cancel unredeemed Rewards upon termination of the Agreement is removed.

• Hydro-Québec’s right to refuse re-enrollment of the Participant in the Hilo Program following unilateral termination by the Participant is specified.

Clause 8: Moving and Transfer of the Agreement

• The provisions regarding the transfer of Rewards in the event of the Participant’s death are removed.

Clause 9: Amendment of the Agreement

• The reference to Rewards in the event of a unilateral amendment of the Agreement is removed to align with the provisions of the new eligible rates.

Glossary

• The definitions of the terms “Connected Device”, “Hilo App”, “Hilo Setpoint”, “Credit”, “Outage Recovery Management”, “Hilo”, “Installer”, “Dwelling”, “Participant”, “Smart Home Hub”, “Winter Period”, “Hilo Program”, “Website”, “Smart Solution for Heating”, “Smart Solution for Water Heater”, “Smart Solution for Electric Vehicle Charging”, “Hilo Solution” and “Taxes” are corrected and clarified.
• The definition of “Hilo Challenge” is removed.
• The definition of “Reward” is removed.
• The definition of “Peak Demand Event” is added.

You may refuse these changes and terminate your agreement by providing notice to Hydro-Québec Hilo no later than 30 days after the changes come into effect. Failure to provide notice of refusal within the specified time period constitutes your acceptance of all changes.

Consult the 2024 Participation Agreement

Consult the 2025 Participation Agreement