Customer Focus |
Operational Effectiveness |
Public Policy Responsiveness |
Financial Performance |
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Performance Year |
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 |
2022 | 99.52% | 100% | 68.26% | 99.97% | 68.8% | 91% | 82% | C | 0 | 0 | 0.90 | 1.41 | 101% | 2 | 731 | 33103 | 100 | 1.64 | 0.70 | 8.34% | 7.39% | |
2021 | 100% | 100% | 48.88% | 99.97% | 69% | 96% | 82% | C | 1 | 0.661 | 0.87 | 1.26 | 83% | 2 | 683 | 30949 | 100 | 2.02 | 0.75 | 8.34% | 5.84% | |
2020 | 100% | 100% | 62.15% | 99.97% | 0.909 | 94 | 83% | C | 0 | 0 | 0.70 | 1.00 | N/A | 2 | 655 | 29692 | 100 | 1.88 | 0.73 | 9.36% | 1.33% | |
2019 | 100% | 100% | 81.43% | 100% | 82.4% | 96% | 83% | C | 0 | 0 | 0.75 | 1.05 | N/A | 2 | 661 | 29293 | 100% | 100 | 2.07 | 0.75 | 9.36% | 7.16% |
2018 | 98.31% | 99.81% | 83.28% | 100% | 91 | 94 | 84% | C | 0 | 0 | 0.85 | 1.44 | On Track | 2 | 627 | 27766 | 100% | 97.37 | 2.52 | 0.80 | 9.36% | 6.43% |