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Toronto Hydro CR Report 2016

MATERIALITY AND STAKEHOLDER ENGAGEMENT G4-16 G4-24 G4-25 G4-26 G4-27 STAKEHOLDER ENGAGEMENT Engaging with stakeholders Toronto Hydro regularly communicates with its stakeholders through a number of different methods and then integrates their interests into a strategic plan. Since 2015, Toronto Hydro has attended more than 45 city councillor-hosted events, where customers were informed about energy conservation and received coupons for energy-efficient products, conservation tips, information on low-income programs offered and emergency preparedness brochures. Toronto Hydro also regularly engages with customers through participation in face-to-face meetings, surveys, publications and traditional/social media. Toronto Hydro meets regularly with stakeholders such as the City’s Office of Emergency Management, Ontario’s Office of the Fire Marshall, Emergency Management Ontario and the Independent Electricity System Operator’s (IESO) Emergency Preparedness Task Force. The Company strives to ensure stakeholder concerns are regularly considered in both everyday business decisions and long-term planning. Key stakeholders are reviewed on an annual basis to ensure the concerns and expectations from the community are a consideration in Toronto Hydro’s business practices. Stakeholder issues are reported to a cross-functional executive team for discussion, coordination and integration into Toronto Hydro’s business and affairs. Toronto Hydro’s Office of the President works to resolve escalated customer issues, and resolved more than 3,200 customer issues between January 1, 2015 and December 31, 2016. 18 TORONTO HYDRO I 2016 CORPORATE RESPONSIBILITY REPORT


Toronto Hydro CR Report 2016
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