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Toronto Hydro CR Report 2016

INTRODUCTION MATERIALITY AND STAKEHOLDER ENGAGEMENT OUR CITY OUR OUR PEOPLE ENVIRONMENT GLOSSARY AT A GLANCE Management approach to marketing communications Corresponds with Toronto Hydro’s Material Issue Responsible Communications and Education Toronto Hydro aims to deliver marketing communications to customers in a manner that is timely, transparent and legally compliant. The communications programs advise 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 digital) • 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 Spreading the conservation message Toronto Hydro continued to be one of the biggest contributors to the Ontario Ministry of Energy’s (MOE) provincial CDM mandate through work with residential, small business, industrial and commercial customers to implement energy-efficiency projects. Refer to page 30 for more information on the results of the CDM programs offered by Toronto Hydro. Canada’s Anti-Spam Legislation (CASL) Toronto Hydro complies with the communications and marketing practices outlined in CASL. Extensive training was conducted with relevant personnel regarding CASL. Toronto Hydro monitors the Canadian Radio-television and Telecommunications Commission’s enforcement of CASL and periodically reviews and updates internal procedures to ensure compliance. Any acute issues are dealt with in a prompt and thorough manner. OUR CITY I TORONTO HYDRO 45 G4-DMA


Toronto Hydro CR Report 2016
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