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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 We know that delivering a reliable supply of electricity is critical to the 2.8 million people who live and work in Toronto, and we’ve invested approximately $2 billion since 2006 to modernize our distribution assets. To better serve our customers, we also launched a new web portal, MyTorontoHydroTM. Approximately 18,000 people are now performing moves, making bill payments and gathering account information online, 24/7. This is the latest in a line of customer service tools to help people manage their bills and better understand their electricity consumption patterns. Giving back to the community has always been an important corporate value and we’re proud of the generosity of our workforce. Last year, employees raised more than $380,000 for charities like Movember Canada and United Way Toronto. They continue to donate and volunteer their time to activities that better our city and the environment. To further our contribution to the communities we serve, we’re strengthening our relationships with residents in neighbourhoods across the city through Brighter NightsTM. This program is about improving public safety by increasing lighting levels in at-risk Toronto neighbourhoods. Toronto Hydro is working with the City of Toronto to help brighten these communities and engage residents in energy conservation programs that help them manage their electricity bills. Toronto Hydro’s safety performance is among the best in similarly sized companies in the electricity sector, with a 66 per cent reduction in injuries over the last five years. In fact, we received the President’s Award from the Infrastructure Health and Safety Association for three million hours without a lost-time injury. We also achieved certification of our integrated Environment, Health and Safety Management System to both ISO 14001/OHSAS 18001, international standards for environment, and occupational health and safety management systems. In addition, Toronto Hydro recorded the lowest rate of absenteeism in our history at 4.98 average days of absence per employee. This represents a reduction of almost 50 per cent over the last five years. In fact, almost 30 per cent of employees had a perfect work attendance. Mother nature also broke some records in 2012. In addition to peaking temperatures, she delivered some heavy storms. Hurricane Sandy’s diameter sprawled 1,600 kilometres and carried winds at 145 kilometres per hour. The storm unplugged power to 8.1 million people in Eastern Canada and New England and served as a stark reminder of how important electricity is to us all. Although it was one of the worst storms in recent years, Toronto Hydro restored power locally to tens of thousands of our customers in record time. This is a testament to our workforce and the advances we’ve made in emergency response and power restoration. We’re proud of our staff who went down to the United States to help out in areas hardest hit by the storm. Their efforts earned them formal recognition by the City of Toronto, not to mention the dozens of heartfelt thanks from American citizens, delivered in letters, tweets and Facebook posts. In a sense, Hurricane Sandy is an apt metaphor for the year we experienced. 2012 certainly delivered a number of challenges, but we demonstrated that it matters not what obstacles arise, but how they are overcome. TORONTO HYDRO 2012 corporate respnosibility report 3


Toronto Hydro 2012 CR Report
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