OEB CUSTOM SCORECARD REPORT (Reporting Year: 2019)

 CUSTOMER FOCUSOPERATIONAL EFFECTIVENESSPUBLIC POLICY RESPONSIVENESSFINANCIAL PERFORMANCE

Distributor

New Residential/Small Business Services Connected on Time (Target: 90%)

Scheduled Appointments Met on Time (Target: 90%)

Telephone Calls Answered on Time (Target: 65%)

Billing Accuracy (Target: 98%)

First Contact Resolution

Customer Satisfaction Survey Results

Level of Public Awareness

Level of Compliance with Ontario Regulation 22/04 (Target: substantially compliant)

Number of General Public Incidents

Rate per 10, 100, 1000 km of line

Average Number of Times Power to Customer is Interrupted

Average Number of Hours Power to Customer is Interrupted

Distribution System Plan Implementation on Progress

Efficiency Assessment (1 = most efficient 5 = least efficient)

Total Cost ($) per Customer

Total Cost ($) per Km of Line

Renewable Generation Connection Impact Assessments Completed on Time

New Micro-Embedded Generation Facilities Connected on Time (Target: 90%)

Liquidity: Current Ratio

Leverage: Total Debt to Equity Ratio

Profitability: Regulatory Return on Equity - Deemed

Profitability: Regulatory Return on Equity - Achieved

Alectra Utilities Corporation92.59%98.75%75.78%10085.1%93%C200.951.261.07114%371615212100%78.260.821.168.95%7.21%
Algoma Power Inc.97.1%100%81.61%10099.96%95%C003.397.33Completed5223512107%0.691.369.30%8.44%
Atikokan Hydro Inc.100%0%100%99100%100%C000.190.42On Target3103518329%1.350.178.78%7.62%
Bluewater Power Distribution Corporation99.77%100%87.4%10099.9974.4C001.871.88At Budget373434871100%1.130.698.98%10.93%
Brantford Power Inc.100%99.82%71.54%10079.5%97%C001.100.62115.9%35434227366.67%1.601.078.78%7.17%
Burlington Hydro Inc.100%100%81.43%10082.4%96%C000.751.05N/A266129293100%1002.070.759.36%7.16%
Canadian Niagara Power Inc.93.27%100%79.73%10099.94%91%C10.9632.003.01Completed489316421%0.282.928.78%5.84%
Centre Wellington Hydro Ltd.100%100%98.16%10099.88%79.90C000.480.4585373132898%1.280.989.00%5.19%
Chapleau Public Utilities Corporation100%100%97.9%10010093C002.566.91Complete486419553%3.040.009.00%8.46%
Cooperative Hydro Embrun Inc.100%100%96.38%10091.3686.24C000.090.03Completed151133552%2.030.099.00%10.03%
E.L.K. Energy Inc.99.34%100%97.69%100Excellent91% SatisC000.721.85In Progress141831613%2.950.288.78%9.66%
Elexicon Energy Inc.96.4%99.74%76.01%10088.60%95.00%C001.051.34104.00%364828396%1001.040.919.43%4.32%
Energy Plus Inc.97.19%99.94%84.89%10099.55%AC001.530.92On Plan267729569100%1000.600.998.98%9.06%
Entegrus Powerlines Inc.98.04%99.53%65.61%1007994C10.8051.021.7385.6256610982100%1001.411.209.19%10.58%
EnWin Utilities Ltd.100%99.94%77.19%10098.74%88.00%C10.2142.230.88100.4%370913539%1002.130.758.01%3.72%
EPCOR Electricity Distribution Ontario Inc.93.39%99.4%76.49%10098.9473C000.821.6575.93264130951%1.041.868.98%2.77%
ERTH Power Corporation97.6%100%96.52%9899.8577.1C000.560.94108%369136992100%0.761.009.00%12.05%
Espanola Regional Hydro Distribution Corporation100%98.55%63.04%10099.2391.00C000.170.35On Track275817789%0.83-22.359.12%-9.46%
Essex Powerlines Corporation94.78%93.15%82.62%10098.99%83%C000.841.2737.5%258010907%1000.571.319.00%7.30%
Festival Hydro Inc.96.99%98.5%88.45%10099.9997%C10.3831.781.79112365053219100%0.531.119.30%9.10%
Fort Frances Power Corporation100%100%97.62%10098.9%91.7%C001.390.5478%367931609%4.440.000.00%-1.73%
Greater Sudbury Hydro Inc.99.38%99.78%71.26%10082.6988%C001.031.8984.72%367931938%1001.481.768.98%8.62%
Grimsby Power Incorporated100%100%90.24%10099.86%78.8%C003.445.0086.23%159410029%1001.031.269.19%10.39%
Halton Hills Hydro Inc.100%97.66%96.43%10099.98%95%C001.701.60114.56%181710917%0.862.349.19%4.24%
Hearst Power Distribution Company Limited100%100%92.14%10099%98.2% GoodC001.182.48Established253914999%2.050.289.19%13.91%
Hydro 2000 Inc.100%100%99.74%10095.82%91NI001.100.0220%253031368%1.220.009.12%11.53%
Hydro Hawkesbury Inc.91.3%98.86%99.97%10096.1387.2C000.681.01Complete128922613%1.770.779.00%16.54%
Hydro One Networks Inc.99.78%100%77.05%99.43860.842C190.1532.466.831.04554104411761100%96.430.631.609.00%10.85%
Hydro One Remote Communities Inc.100%0%100%97100%93%C003.696.5898%N/A00100%0.980.000.00%0.00%
Hydro Ottawa Limited100%99.59%86.15%10089.32%94.00%C000.750.7784.69%47334269487.5%1001.141.908.98%8.82%
Innpower Corporation99.56%98.4%90.4%10099.93AC000.611.52110%384710844%1.061.608.78%10.09%
Kingston Hydro Corporation100%99.73%64.63%9299.18%'A'C000.730.88Trending Up357447559%1001.471.119.19%9.50%
Kitchener-Wilmot Hydro Inc.98.53%99.39%90.14%10098.78AC31.521.051.02In Progress252425873100%1.560.499.36%8.73%
Lakefront Utilities Inc.97.57%100%94.1%10099.41%80.70%NC000.680.76Completed2501238850.2%1.321.028.78%7.58%
Lakeland Power Distribution Ltd.100%100%89.61%10099.9775.5C000.661.29In Progress273028074100%1.691.188.98%11.51%
London Hydro Inc.99.32%100%76.79%10099.9%AC30.9891.140.80Below Budget356829822100%1001.360.888.78%8.82%
Milton Hydro Distribution Inc.99.88%100%84.44%100100AC000.580.33On Track270010390%1.561.289.19%6.74%
Newmarket-Tay Power Distribution Ltd.100%99.9%68.58%8097.796C000.700.7864367828984%1.371.199.66%6.94%
Niagara Peninsula Energy Inc.93.57%99.5%84.67%9997%95%C20.9881.632.0388.79%37861371283.33%1002.260.999.30%4.73%
Niagara-on-the-Lake Hydro Inc.100%100%86.8%1001478.8C000.380.5096375819676%1000.560.578.98%14.38%
North Bay Hydro Distribution Limited100%100%95.65%100389%C001.351.16119%37323092850%1.691.039.30%6.14%
Northern Ontario Wires Inc.100%100%100%100100%92%C001.632.87Excellent171511551%1.700.928.78%10.92%
Oakville Hydro Electricity Distribution Inc.94.72%100%85.9%10096.394%C10.5221.190.74Above Target373628134%1.250.929.36%9.31%
Orangeville Hydro Limited100%100%99.9%10099.9%78.2C000.390.3396%256832501%1.741.159.36%10.36%
Oshawa PUC Networks Inc.100%100%94.13%10023895C001.090.9899%259835041100%1.251.159.00%9.14%
Ottawa River Power Corporation100%98.15%99.95%10098.6%80.3%C001.357.53Implemented253011771%1.440.809.19%14.48%
PUC Distribution Inc.100%98.65%72.43%10099.9892C10.1351.701.6879369731775100%0.942.039.00%8.87%
Renfrew Hydro Inc.100%100%98.78%10099.89%86.2%C000.230.4645.8%360732412%1.090.748.78%8.90%
Rideau St. Lawrence Distribution Inc.100%100%80.36%10099.4%BC000.721.4392%358432239%0.820.378.78%5.72%
Sioux Lookout Hydro Inc.100%100%94.41%100100%72.07C000.470.8589.86%28693478%1000.870.369.00%8.41%
Synergy North Corporation99.67%100%90.86%100A+AC002.251.41100.003675301991%1001.790.768.85%9.71%
Tillsonburg Hydro Inc.99.56%98.44%84.59%10097.7%SatisfiedC000.560.96In-Progress37484040633.33%1002.820.318.98%4.74%
Toronto Hydro-Electric System Limited99.74%99.04%74.77%9990% 0.92C70.2441.090.73105% 5116431349100%1000.931.159.30%8.44%
Wasaga Distribution Inc.100%100%99.98%100.045%81.8C000.611.39Completed146822913%1001.530.299.19%7.14%
Waterloo North Hydro Inc.100%98.58%90.73%10099.82%96%C10.6051.290.8582.07%383329241100%1000.931.139.19%7.13%
Welland Hydro-Electric System Corp.94.82%93.16%88.9%1008096C002.411.71Completed251224714%1.440.838.78%10.44%
Wellington North Power Inc.100%98.11%99%9999.8581.1C000.200.2479.8384715594%0.961.449.19%6.47%
Westario Power Inc.91.83%95.02%85.86%10097.18%95.0%C000.381.12Completed360125517%1001.270.659.00%10.99%