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.
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.
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
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
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.
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.
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.
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.