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.
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.
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.
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.
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.
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.