Assisting low-income customers We recognize the importance of delivering programs to assist this vulnerable segment of our customer base. The following programs help ensure that low income customers have access to electricity and help avoid disconnections. The Home Assistance Program (HAP) is funded by the IESO and assists homeowners and tenants with managing their energy costs through complimentary energy-efficient retrofits in their homes. The goal of the program is to help low-income customers who are unable to pay for the upfront costs of energy-efficiency upgrades. In 2014, 6,527 households participated in the HAP program, and another 1,872 retrofits are still in progress. Since March 2012, Toronto Hydro has successfully completed more than 12,000 home energy retrofits. On average, program participants are expected to save about 800 kWh — or $80 annually — on their electricity bills. TORONTO HYDRO 2014 CORPORATE RESPONSIBILITY REPORT 31 INTRODUCTION MATERIALITY AND STAKEHOLDER ENGAGEMENT OUR WORKFORCE SUSTAINABLE BUSINESS AND OPERATIONS OUR ENVIRONMENTAL FOOTPRINT SUPPORTING OUR COMMUNITY GOVERNANCE AND ETHICS The Low-Income Energy Assistance Program (LEAP) is a year-round program developed by the OEB to assist low-income customers with their energy bill payments. Toronto Hydro funds LEAP through our rates, as approved by the OEB. The program provides a one-time grant of up to $500 (per year) to eligible customers having difficulty paying past due electricity bills. It’s not intended to provide regular or ongoing bill payment assistance. In 2014, Toronto Hydro provided $660,000 in funding for the program. Customers are made aware of available programs through annual bill inserts, disconnection notices, and through conversations with Customer Service Representatives. Toronto Hydro also promotes the LEAP and HAP programs to low-income customers through in-person presentations at targeted events. In 2014, approximately 17,424 customers attended presentations at 176 events throughout the city.
Toronto Hydro 2014 CR Report_FINAL
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