On Thursday, February 16, 28 senior leaders from Hydro One, including Mayo Schmidt, President and CEO, joined the Company's Customer Call Centre team from 7:30 a.m. to 8 p.m. and encouraged customers to call in to provide direct feedback. The Company has publically committed to becoming more customer-focused and the event gave customers the opportunity to share with the leaders where that focus should be directed.
"We are changing the way we do business and Hydro One Day was about listening and speaking directly to our customers," said Schmidt. Senior leaders listened and engaged with more than 800 customers with conversations centred on affordability, compensation and billing. Almost 48,000 people engaged with Hydro One Day online videos and social media posts.
"Listening is an important first step, but we are also following that up with action. We are working to keep our costs down and keep any increases on our portion of the bill, the delivery line, to what is required to ensure that electricity is delivered to our customers when and where they need it," said Schmidt. "Our efforts were one of the reasons the majority of our customers had a rate decrease in 2017."
Hydro One committed to reviewing all of its customer-facing policies in November 2016. The review led to the announcement of the Winter Relief Program, through which Hydro One has successfully reconnected several hundred customers who had been disconnected due to unpaid and overdue bills. This program was designed to help customers facing extreme hardship get through the coldest months of the year.
For more information on how Hydro One is flipping the switch, visit: www.fliptheswitch.hydroone.com/