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Toronto Hydro 2014 CR Report_FINAL

Management approach to marketing communications Corresponds with Toronto Hydro’s Material Aspect: Communications and Education Toronto Hydro’s communications programs advise our customers about important information, including rate changes, CDM programs, emergency preparedness, public safety, capital construction and power outages. Toronto Hydro communicates this information using the following channels: • Customer newsletters (printed bill inserts and e-newsletters) • Direct mail • Bill messages • Website • Social media • Email blasts • News releases • Purchased and earned media • City councillor outreach • Face-to-face interactions at retail and community outreach events Educating customers about conservation Toronto Hydro executed a number of initiatives throughout the year to raise awareness and participation in our conservation programs and online services. We participated in the City of Toronto’s Environment Days, community festivals and also coordinated in-store activities with Home Depot and Lowes. We exceeded our paperless billing target by almost 50%, achieving more than 40,000 sign-ups. This helped us save over 237,000 sheets of paper27 and avoided 1.9 tCO2e28.  We also doubled our peaksaver PLUS® target, generating approximately 14,650 sign-ups. Through this program, Toronto Hydro shifted 7.7 MW29 of peak demand and reduced strain on the grid. Canada’s Anti-Spam Legislation (CASL) We comply with the communications and marketing practices outlined in CASL. Extensive training was conducted with relevant personnel regarding CASL. Our legal department monitors the Canadian Radio-television and Telecommunications Commission’s enforcement of CASL and works with the Marketing team to periodically review and update internal procedures to ensure compliance. Any acute issues are dealt with in a prompt and thorough manner. 27 Assumptions for paper savings: bills issued every two months; 2 sheets of paper/bill.  28 GHGs emission factor based on American Forest and Paper Association — Printing and Writing Paper — LCA Summary report. 29 Calculated based on a peak demand reduction of 0.53 kW per enrolment. 70 TORONTO HYDRO 2014 CORPORATE RESPONSIBILITY REPORT


Toronto Hydro 2014 CR Report_FINAL
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