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Toronto Hydro CR Report 2016

OUR CITY Marketing activities As a regulated entity, Toronto Hydro’s marketing activities are generally limited to providing information to customers regarding available services and conservation programs. Toronto Hydro also educates customers on safety hazards related to electricity use. More information about safety education, including preparing for emergencies, can be found on the Toronto Hydro website at torontohydro.com/safety. Toronto Hydro’s Conditions of Service describes its services, equipment and applicable safety legislation, and is posted on the Toronto Hydro website and communicated through bill messages and inserts. The nature of direct customer communications, volume, and output of information that’s provided to 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). Toronto Hydro measures the effectiveness of 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 Canadian Electricity Association. Communications effectiveness are also monitored and tracked through media metrics, as well as online customer engagement metrics. This research helps address specific requirements for customer feedback on topics like customer experience, reputation management, customer service, productivity and service reliability. Toronto Hydro communicates customer research findings and areas of opportunity across the company and reviews long-term marketing, communications and customer experience goals, establishes measurement processes and identifies strategies to achieve the goals and best practices. G4-PR7 Number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications Toronto Hydro had one incident in 2016 caused by a third-party software malfunction related to electronic communications. This malfunction was identified and corrected proactively by Toronto Hydro. No complaints were received in relation to this incident. 46 TORONTO HYDRO I 2016 CORPORATE RESPONSIBILITY REPORT


Toronto Hydro CR Report 2016
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