Customer Service & Support

Our customers trust us to provide safe and reliable electrical service, timely and accurate billing and advice to help them make smart energy choices. Our job is to keep the lights on, keep manufacturing lines moving, ensure the computers stay powered in home offices and when the people we serve run into challenging times, we make sure we’re there to help.

Here’s how we satisfy our customers with exceptional service:

  • We regularly consult with residential and business customers to ensure we understand their evolving needs.
  • Our Third-Party Industry Wide Customer Satisfaction UtilityPulse Survey is an annual survey that gauges the satisfaction of our customers with the quality of our services including the professionalism, attitude and helpfulness of our staff. Our customer satisfaction remained at 93% in 2021.
  • We established a dedicated new connections contact centre for customers and contractors in 2021. It had an immediate impact, cutting call wait times from 20+ minutes to under three minutes – while also speeding up the booking process for customers.
  • Through the Low-income Energy Assistance Program (LEAP), we have dispersed $405,326 in funding available for 711 low-income customers who qualified through our local community support agencies.
  • 39,902 customers received a monthly on-bill credit through the Ontario Electricity Support Program (OESP) in 2021.
  • 859 customers eligible for the Ontario AffordAbility Fund in 2021 received energy-saving devices such as power bars, LED light bulbs and ENERGY STAR® appliances.

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