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% | 100% | 75.84% | 98.9% | 99.98% | B | 83.3% | C | 0 | 0 | 0.14 | 0.63 | 165% | 2 | 671 | 35494 | 0.47 | 0.43 | 8.66% | 0.80% | ||
2021 | 100% | 100% | 76.2% | 99.28% | 99.91% | B | 83.3% | C | 0 | 0 | 0.10 | 0.28 | 116% | 2 | 594 | 31275 | 0.63 | 0.61 | 8.78% | 2.79% | ||
2020 | 100% | 100% | 77.81% | 99.64% | 0.9955 | B | 84% | C | 0 | 0 | 0.08 | 0.12 | 113 | 2 | 572 | 31636 | 0.76 | 0.44 | 8.78% | 6.09% | ||
2019 | 100% | 100% | 80.36% | 100% | 99.4% | B | 84% | C | 0 | 0 | 0.72 | 1.43 | 92% | 3 | 584 | 32239 | 0.82 | 0.37 | 8.78% | 5.72% | ||
2018 | 100% | 100% | 76.76% | 93% | 99.7% | B | 83% | C | 0 | 0 | 0.26 | 0.45 | 74% | 3 | 570 | 31459 | 0.85 | 0.41 | 8.78% | 5.11% |