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Toronto Hydro CR Report 2016

INTRODUCTION MATERIALITY AND STAKEHOLDER ENGAGEMENT OUR CITY OUR OUR PEOPLE ENVIRONMENT GLOSSARY AT A GLANCE G4-DMA PROVISION OF INFORMATION Management approach to provision of information Corresponds with Toronto Hydro’s Material Issue: Responsible Communication and Education Toronto Hydro provides information in various languages and formats to ensure the information is accessible to people of a wide range of cultures and abilities. Toronto is a culturally diverse city. According to Statistics Canada’s 2016 Census, 44% of Toronto residents had a mother tongue other than English or French, and approximately 140 mother tongues have been identified in the Toronto census metropolitan area. Toronto Hydro recognizes that the customer base is culturally diverse and, consequently, important communications are translated into various languages. Toronto Hydro has translated an Emergency Preparedness Kit into Chinese, Spanish, Somali, Tamil and Urdu to help educate a broader range of the customer base about the importance of emergency planning. An outage site has also been created outages.torontohydro.com and is available in a variety of languages. The site aims to provide a one-stop-shop for information during major outages and emergencies. In addition to translating communications materials, Toronto Hydro also advertises CDM programs in community papers and in multicultural media outlets across the city. Call Centre agents at Toronto Hydro also have access to an interpreter service to assist customers with language barriers. Toronto Hydro is committed to complying with the Accessibility for Ontarians with Disabilities Act and have implemented a variety of tools to better serve customers with accessibility needs. WEBSITE – A third-party, complimentary service called Essential Accessibility is available on the Toronto Hydro website and provides a suite of tools to help make the website more accessible. An energy management tool is also available in high contrast to aid with certain visual impairments. CALL CENTRE – TTY service is available through the Call Centre for hearing impaired customers. BILLING – Bills and bill inserts in accessible formats are provided for customers with visual impairments. ELECTRIC-POWERED LIFE SUPPORT REGISTRY – Customers who depend on electrically-powered life support systems can be added to a registry so they’re identified as needing alternate sources of power in cases of power outages. This registry is updated annually. Customers are informed of any power outages scheduled by Toronto Hydro so they can make alternate arrangements to have sufficient back-up power to support their equipment. Toronto Hydro recognizes that there are still opportunities to improve the accessibility of customer service offerings and are continually making enhancements to better serve customers. OUR CITY I TORONTO HYDRO 47


Toronto Hydro CR Report 2016
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