The Board is increasingly focused on ensuring customers are well served by their distributors and receive appropriate value for the price they pay. To this end, the Board pursued a number of initiatives to improve the customer’s bill and make it more effective in helping households and small businesses manage their energy costs.
Timely and accurate billing by electricity and natural gas distributors is essential to customer satisfaction. As such, the Board wants to ensure that billing practices by all distributors in Ontario meet those customer needs and expectations as well as their preferences for more frequent updates on their energy use.
The Board’s goal is to give more customers a better understanding of their energy consumption so that they can better manage that consumption and control their costs.
The Board considered policies related to billing practices for all regulated natural gas and electricity distributors to help meet these objectives. The Board also developed a measure for billing accuracy that would is included on each electricity distributor’s performance scorecard, as established by the Board.