Page 76

Toronto Hydro 2014 CR Report_FINAL

Operations — The Corporation aims to improve reliability through sustainable system management, as it strives to: • Keep the lights on • Keep the system safe • Build a grid that supports a modern and growing Toronto Toronto Hydro Corporation is engaging in resource and capital-intensive programs to improve capacity, reliability, safety and quality. The capital program will replace aging assets and accommodate next generation technology to follow regulatory trends and enable the growth of distributed generation. Customer — The Corporation aims to provide value to customers, as we strive to: • Make it easy to work with Toronto Hydro • Help conserve energy • Provide innovative tools and technology Toronto Hydro is always looking for ways to improve the level of satisfaction that customers experience, whether it is through education and awareness programs, or interaction with Call Centre Representatives and their Account Managers or communications over the internet. The Corporation continues to undertake initiatives and invest in technology and processes to improve the customer experience. In turn, this focus on customer service will provide long-term value for money. G4-57 G4-58 Code of Business Conduct All employees, officers and directors of Toronto Hydro Corporation are required to comply with the principles set out in the Code of Business Conduct, which was implemented by Toronto Hydro Corporation in 2003, and is reviewed and approved by the Board of Directors of Toronto Hydro Corporation annually. The Code provides guidance to all employees in situations of perceived conflict of interest. All employees, officers and directors of Toronto Hydro Corporation are required to complete training in respect of the Code and attest to compliance with the Code. The Code provides for the appointment of an Ethics Officer and establishes a direct hotline to the Ethics Officer by which perceived violations of the principles set out in the Code may be reported, anonymously or otherwise. The Ethics Officer reports quarterly to the Audit Committee of the Corporation’s Board of Directors on the nature of complaints received including those related to audit and accounting matters. Where the complaint involves the conduct of a director or officer of the Corporation, the Ethics Officer is required to report it to the Chair of the Audit Committee, who oversees the investigation of that complaint. A copy of the Corporation’s Code of Business Conduct is available on torontohydro.com 76 TORONTO HYDRO 2014 CORPORATE RESPONSIBILITY REPORT


Toronto Hydro 2014 CR Report_FINAL
To see the actual publication please follow the link above