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Toronto Hydro 2014 CR Report_FINAL

TORONTO HYDRO 2014 CORPORATE RESPONSIBILITY REPORT 71 INTRODUCTION MATERIALITY AND STAKEHOLDER ENGAGEMENT OUR WORKFORCE SUSTAINABLE BUSINESS AND OPERATIONS OUR ENVIRONMENTAL FOOTPRINT SUPPORTING OUR COMMUNITY GOVERNANCE AND ETHICS Marketing activities As a regulated entity, Toronto Hydro’s marketing activities are generally limited to providing information to customers regarding our services and conservation programs. We also educate our customers on health and safety hazards as well as risks related to electricity use. More information about our safety education, including preparing for emergencies, can be found on our website at torontohydro.com/safety. Our Conditions of Service document describes our services, equipment and applicable safety legislation, and is posted on our website and communicated through bill messages and inserts. The nature of direct customer communications, volume, and output of information that we provide to our customers is regulated by the OEB through a combination of laws and other legal instruments, regular reporting requirements, compliance powers and quasi-judicial hearing processes. The OEB also has a consumer relations service, where customers who have questions or complaints can report them directly to the regulator (who will take action as appropriate). We measure the effectiveness of our general marketing and communications programs by commissioning market research via telephone surveys, online surveys and focus groups. Toronto Hydro also subscribes to a number of industry surveys including those conducted by JD Power, Simul and the CEA. We also monitor and track communications effectiveness through media metrics, as well as online customer engagement metrics. This research helps us address issues raised through customer surveys on topics like customer experience, reputation management, customer service, productivity and service reliability. We communicate customer research findings and areas of opportunity across the company and review long-term marketing, communications and customer experience goals, establish measurement processes and identify strategies to achieve the goals and best practices. G4-PR7 Number of incidents of non-compliance with regulations and voluntary codes concerning marketing and communications We are not aware of any incidents of non-compliance in 2014 with respect to regulations and voluntary codes concerning marketing and communications, including advertising, promotions or sponsorships.


Toronto Hydro 2014 CR Report_FINAL
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