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Toronto Hydro 2014 CR Report_FINAL

STAKEHOLDER ENGAGEMENT G4-16 G4 24 G4 27 How Toronto Hydro engages and solicits feedback from stakeholders We strive to integrate the interests of our stakeholders into our overarching strategic plan. That’s why we regularly engage with customers, colleges and universities, employees, government, industry associations, not-for-profit organizations, regulators, and our shareholder. Over the course of 2014, we engaged our stakeholders through surveys, community events, traditional/social media, consultation sessions, publications and face-to-face meetings. This not only helped keep our stakeholders informed of our operations but also kept us acquainted with the perspectives and priorities of our stakeholders. Through sound governance models, executive oversight and diligent reporting schedules, we ensure that stakeholder concerns are regularly considered in our everyday business and long-term planning. Toronto Hydro’s key stakeholders are reviewed on an annual basis to make sure our business practices address the community’s concerns and expectations. When systemic stakeholder issues arise, they are reported to a cross-functional executive team for discussion, coordination and integration into Toronto Hydro’s business and affairs. This rigorous stakeholder management program provides a mechanism through which stakeholder concerns can be addressed promptly and effectively. Our Office of the President works to resolve escalated customer issues and complaints. In 2014, the top five most frequent stakeholder issues were related to streetlighting, customer care, capital projects, forestry (tree-related issues including tree trimming) and power outages. In addition to the Customer Care department, which resolved 982 customer issues in 2014, the Communications department has a team dedicated to working with one of our primary stakeholders, the Corporation’s sole shareholder, the City of Toronto. This team provides 24/7 support to the Mayor’s office and councillor offices to support community outreach. Key Account Representatives work with our larger electricity users to serve as a single point of contact for information about conservation programs and initiatives, power outages and billing issues. We also work with business associations like the Building Owners and Managers Association and the Association of Major Power Consumers in Ontario, to educate members about conservation, billing and service reliability, and to increase awareness about the need for infrastructure investment. 16 TORONTO HYDRO 2014 CORPORATE RESPONSIBILITY REPORT


Toronto Hydro 2014 CR Report_FINAL
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