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 | 98.45% | 99.42% | 81.34% | 99.95% | 98.37% | A | 84% | C | 1 | 0.273 | 0.90 | 1.03 | On Target | 3 | 711 | 31080 | 1.34 | 0.50 | 8.43% | 8.07% | ||
2021 | 97.77% | 98.58% | 78.97% | 99.91% | 99.09 | A | 84% | C | 2 | 0.548 | 0.71 | 0.58 | On Target | 3 | 653 | 28369 | 100% | 100 | 1.04 | 0.71 | 8.43% | 8.94% |
2020 | 99.18% | 98.79% | 87.61% | 99.98% | 99.43 | A | 82% | C | 4 | 1.103 | 0.95 | 0.63 | On Target | 3 | 622 | 26867 | 100% | 100 | 1.12 | 0.76 | 8.83% | 9.12% |
2019 | 99.01% | 99.25% | 90.31% | 99.95% | 99.08 | A | 83% | C | 4 | 1.103 | 1.11 | 0.93 | In Progress | 3 | 639 | 27403 | 100% | 100 | 1.25 | 0.74 | 9.26% | 7.93% |
2018 | 99.41% | 99.23% | 92.17% | 98.35% | 99.30 | A | 83% | C | 9 | 2.49 | 1.07 | 0.76 | In Progress | 3 | 631 | 26838 | 100% | 100 | 1.51 | 0.76 | 9.26% | 8.63% |