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 | 95.62% | 99.87% | 75.57% | 99.98% | 87.8% | A | 84% | C | 1 | 0.473 | 1.43 | 0.92 | 75.1% | 2 | 676 | 35302 | 100 | 1.21 | 0.61 | 8.86% | 9.60% | |
2021 | 96.78% | 99.96% | 84.65% | 99.98% | 92.62 | A | 84% | C | 0 | 0 | 1.27 | 0.72 | 83.98 | 2 | 640 | 33097 | 100% | 100 | 1.42 | 1.14 | 8.92% | 8.37% |
2020 | 97.64% | 99.92% | 84.54% | 99.95% | 90.77 | A | 83.5% | C | 3 | 1.472 | 1.29 | 0.54 | 86.41 | 2 | 626 | 32769 | 100% | 1.58 | 1.22 | 8.92% | 6.97% | |
2019 | 97.94% | 99.91% | 79.07% | 99.97% | 90.80 | A | 83.5% | C | 0 | 0 | 1.37 | 0.81 | 96.23 | 2 | 626 | 32779 | 80% | 100 | 0.83 | 1.02 | 8.92% | 8.57% |
2018 | 99.19% | 99.96% | 87.43% | 99.93% | 94.58 | A | 83% | C | 1 | 0.502 | 1.08 | 0.54 | 92.18 | 2 | 611 | 31853 | 100% | 100 | 1.71 | 0.95 | 9.15% | 8.40% |