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 | 100% | 99.26% | 96.29% | 99.88% | 99.96% | 90% | 79% | C | 1 | 0.591 | 2.23 | 1.83 | 108.10% | 1 | 874 | 11770 | 0.70 | 1.49 | 8.34% | 8.19% | ||
2021 | 100% | 100% | 96.73% | 99.92% | 99.96% | 96% | 79% | C | 0 | 0 | 1.85 | 0.97 | 113.4% | 1 | 813 | 10928 | 100% | 0.73 | 2.14 | 8.34% | 10.50% | |
2020 | 100% | 100% | 95.91% | 99.9% | 1 | 96 | 83% | C | 2 | 0 | 1.73 | 1.36 | 104.55 | 1 | 804 | 10856 | 100% | 1.08 | 2.75 | 9.19% | 2.65% | |
2019 | 100% | 97.66% | 96.43% | 100% | 99.98% | 95% | 83% | C | 0 | 0 | 1.70 | 1.60 | 114.56% | 1 | 817 | 10917 | 0.86 | 2.34 | 9.19% | 4.24% | ||
2018 | 100% | 99.98% | 96.63% | 100% | 99.98% | 95% | 85% | C | 0 | 0 | 1.60 | 1.48 | 123.38% | 1 | 794 | 10860 | 100 | 0.46 | 1.88 | 9.19% | 7.07% |