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Customer Commitments

Hydro One seeks to improve the quality of the customer experience at every interaction. We asked our customers, our employees, and a panel of experts for their advice on what customers value most.

From those discussions we developed our five customer commitments. We also heard that customers expect us to be open and transparent on our progress in meeting these commitments. Therefore, for each commitment we have included two benchmarks to measure our progress against. From now on we will publish our results annually. That way, our customers can hold us accountable for doing what we say we will do. We will demonstrate this through our Service Guarantees.

Click here for our Q3 2017 performance bench-marked against our 2016 results. Review our successes in detail below.


1. We will provide you with a bill you can trust and understand.

We know how important it is that you trust that your bill is accurate and arrives on time. We also know there is a lot of information on the bill. Therefore, we commit to sending you an accurate, timely bill, and we will make sure that it is easy to understand in order to help you manage your costs.


Measures:
I. Bill Accuracy:

The percentage of bills that arrive on time to our customers, and are based on actual meter readings (for customers that are on Time-of-Use billing), or scheduled meter readings (for customers on Two-Tier pricing).

Current Performance:  99.3 per cent (up 0.3 per cent)

 

II. Bill Satisfaction:

The percent of customers who say they are satisfied or very satisfied with the amount of information on our bill.  

Current Performance:  82 per cent (up 1 per cent)

 

We continue to work on issuing bills on time with actual reads and our success in this measure is better than at any other time in the history of the company. Regarding our customers’ satisfaction with the bill, we are pleased to introduce a new, easy-to-read customer bill. We’ve listened to your feedback and redesigned it to make it simple and straightforward.

2. We will provide you with a reliable supply of electricity.

You want reliable power. You also know that from time-to-time there may be interruptions to your power supply, and when that happens you need to know when the power will be back on. Therefore we commit to maintaining a reliable electricity delivery service. And when the power does go out, we will give you an accurate estimate of when it will be restored. 

 

Measures:
I. Frequency of Annual Power Outages​

The average number of times per year the power is out per customer. Excludes Loss of Supply and Force Majeur events.

Current Performance:  1.7 (within target)


II.  Estimated Time of Restoration Accuracy

The percentage of time we restore the power between 60 minutes before, and 30 minutes after, the estimated restoration time

we give you. 

Current Performance:  71 per cent (down 3 per cent)

 

We strive to deliver a reliable supply of electricity, and accurate outage restoration times. We continue to work on reducing the time to restore power by reallocating staff as required during these storm events.


3. We will make it easy to do business with us.

You expect quick convenient access through whatever channel you prefer: phone, internet, or mobile device.  Therefore, we commit that we will answer the phone quickly and make sure that convenient self-serve options are only a click away.

 

Measures:
I. Average Wait Time​

The average number of seconds customers wait to speak to one of the customer service representatives at our call centre.


Current Performance:  30 seconds (down 16 seconds)


II. MyAccount Satisfaction

The percentage of our customers that are satisfied or very satisfied with our self-serve website. 

Current Performance:  81 percent (up 2 per cent)

 

Our call centre was very busy during the summer months this year, but we still managed to answer most calls in under a minute. We continue to listen to feedback and make changes to our myAccount self-service website, which is improving our satisfaction levels.


4. We will courteously and promptly work to resolve any issues you may have.

We know that sometimes you reach out to us because you have special circumstances, questions or issues.  Therefore, we commit to giving you the right answers the first time you call whenever possible, and to work with you to resolve any issues or concerns that cannot be resolved right away.

 

Measures:
I. Staff Courtesy

The percentage of our customers who say they are satisfied with the courtesy of contact centre and centre staff.

Current Performance:  98 per cent (up 1 per cent)


II. First Call Resolution

The percentage of our customers who say that we resolved their issue on the first call. 

Current Performance:  84 per cent (up 2 per cent)

 

We continue to invest time and training with our call centre and field staff to make sure that we are courteous and prompt. Our first call resolution results are going up as we make sure that we are taking the time to make sure all issues are addressed by the end of each call.


5. We will help you manage your electricity use.

We know that electricity costs can be a significant portion of your overall budget, and that you need a trusted source of advice on how to keep electricity costs down. Therefore, we commit to providing conservation programs and assistance to all customers to help them manage their electricity use and save money.  

 

Measures:
I. Electricity Saved

The number of gigawatt-hours of electricity saved as a result of our conservation programs.

Current Performance:  590.7 gigawatt-hours (ahead of 2020 target; 1,177.87 GWh)


II. Electricity Conservation Information

The percentage of MyAccount users who say we provide information on our website that helps them manage their electricity use and costs.

Current Performance:  78 per cent (up 2 per cent)

 

Our customers continue to demonstrate that they are ready and willing to save power, as we continue to see reductions in power consumed. We launched improvements to our myAccount and Time-of Use website that better show how much power is being used and how to save more.


Our Service Guarantees

We are introducing these service guarantees, a first of its kind for any electric utility in Ontario. These Guarantees provide tangible evidence that we stand behind the service we provide our customers. From now on, if we fail to meet any one of these Guarantees, we will credit the affected customer’s account $75.


If We Miss Our Appointment With You, We Will Credit Your Account $75.*

We sometimes set appointments for a member of our field staff to meet with you regarding planned work, or to determine the requirements for unplanned work or a new service connection. When we have set an appointment for a morning or afternoon visit and miss it, we will credit your account automatically with $75.

 

*For design consultations which do not result in a connection and a customer account, this Service Guarantee will not apply.

 


If We Do Not Connect Your New Service Within Five Business Days of All Connection Requirements Being Met, We Will Credit Your Account $75.*

When you have done all the work to make sure your new service is ready to be connected, we want to turn the power on as soon as possible. If all the connection requirements have been met, and we do not connect the power within five business days, we will credit your account automatically with $75.

 

*Where we have mutually agreed to connect at a date later than 5 business days, or the service connection is >750V or for distributed generation, this Service Guarantee will not apply.

 


If We Do Not Return Your Phone Call Within One Business Day, We Will Credit Your Account $75

When your call is escalated in our call centre, we aim to answer it live on the spot. Sometimes though, things can get in the way and we need to call you back. If we schedule a return phone call and it is not made within one business day, we will credit your account automatically with $75.



Exceptions to the Service Guarantees (the “Guarantees”)

The Guarantees do not apply in situations that are beyond our control or where there occurs a force majeure event, such as and without limitation, in the following situations:

  • Weather or other Acts of God

  • The level of weather that affects our service will be determined in accordance with established guidelines for events not considered normal in the day-to-day context of our business

  • Labour or supplier disputes

  • Inability to access the customer’s facilities

  • Acts or defaults by the customer

  • Unanticipated failures of normal equipment and systems used in day-to-day business operations

  • Safety reasons

  • Legal reasons.

 Business days as defined in the Guarantees applies to non-weekend and non-holiday periods and extends to the end of the next full business day.

Although we cannot offer Guarantees in these situations, we will always make every effort to give the best possible service.

If you have more than one account with us, we will apply the credit to only one account. We reserve the right to amend the Guarantees (including these Exceptions) at any time. In the case of any conflict or inconsistency between The Commitments, including the Guarantees, and our Conditions of Service, the Conditions of Service will prevail. In all other cases, you have the confidence of your Guarantees. Any credits made under the Guarantees for failure to meet the high standards that we have stated are made without any admission of liability on our part. The total credits that you may receive in any one financial year, for all Guarantees, will not exceed $250.