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 |
2021 | 95.34% | 99.94% | 84.44% | 99.99% | 99.65 | A | 84% | C | 0 | 0 | 1.19 | 0.65 | 77.1% | 2 | 677 | 29990 | 100% | 1.34 | 1.10 | 8.98% | 8.30% | |
2020 | 95.94% | 99.94% | 87.11% | 99.99% | 99.6 | A | 82% | C | 3 | 1.97 | 1.38 | 0.71 | 0.806 | 2 | 657 | 28895 | 100% | 1.55 | 1.15 | 8.98% | 8.34% | |
2019 | 97.19% | 99.94% | 84.89% | 100% | 99.55% | A | 82% | C | 0 | 0 | 1.53 | 0.92 | On Plan | 2 | 677 | 29569 | 100% | 100 | 0.60 | 0.99 | 8.98% | 9.06% |
2018 | 99.1% | 99.94% | 88.89% | 100% | 99.75 | A | 82% | C | 1 | 0.672 | 1.19 | 0.46 | On Plan | 2 | 662 | 28689 | 100% | 100 | 1.45 | 1.01 | 9.36% | 8.68% |
2017 | 100% | 98.9% | 80.12% | 100% | 99.7 | A | 82% | C | 0 | 0 | 2.18 | 1.53 | On Plan | 3 | 640 | 27874 | 100% | 100 | 1.58 | 1.06 | 9.36% | 7.75% |