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Toronto Hydro 2012 CR Report

INTRODUCTION OUR SERVICES OUR WORKFORCE OUR ENVIRONMENTal INITIATIVES OUR COMMUNITY OUTREACH OUR ECONOMIC PERFORMANCE OUR GOVERNANCE, COMPLIANCE AND BUSINESS CONDUCT Customers (continued) Customers are the focus of our business and we work hard to keep them informed about our operations, be it outage information, construction updates or corporate news. We engage with our residential, commercial and industrial customers through a variety of communications and engagement channels. Our Office of the President works to resolve escalated issues and complaints. Last year, we: Delivered more than 73,000 pieces of communications material to notify and update customers about construction work in their neighbourhoods. Launched My TorontoHydroTM, a customer self-service portal, to help customers manage their own transactions. Delivered approximately 53.2 MW of conservation savings through customer engagement in residential and business Conservation and Demand Management (CDM) programs. Achieved an estimated 25.6 MW reduction in peak electricity demand through engagement in residential CDM programs. TORONTO HYDRO 2012 corporate respnosibility report 10


Toronto Hydro 2012 CR Report
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