Electricity utility scorecards

Utility scorecards track and show comprehensive performance information for each electricity utility in Ontario, over a range of time and for a specific year.

Utility scorecards show data for 20 specific measures within the following four key areas of performance:

  • Customer focus
  • Operational effectiveness
  • Public policy and responsiveness
  • Financial performance

In addition to tracking utilities’ performance, scorecards help us to:

  • Encourage Ontario’s electricity utilities to operate effectively and continually seek ways to improve their performance and deliver value for consumers

  • Support the cost-effective planning and operation of the electricity distribution network overall

  • Align the needs of a sustainable, financially viable electricity sector with the expectations of customers, who want reliable service at a reasonable price.

2021

2021 Consolidated Scorecard (pdf) | (web/accessible version)

Utility scorecard

Website

Alectra Utilities Corporation (pdf) | (web/accessible version) alectrautilities.com
Algoma Power Inc. (pdf) | (web/accessible version) algomapower.com
Atikokan Hydro Inc. (pdf) | (web/accessible version) athydro.com
Bluewater Power Distribution Corporation (pdf) | (web/accessible version) bluewaterpower.com
Brantford Power Inc. (pdf) | (web/accessible version) brantfordpower.com
Burlington Hydro Inc. (pdf) | (web/accessible version) burlingtonhydro.com
Canadian Niagara Power Inc. (pdf) | (web/accessible version) cnpower.com
Centre Wellington Hydro Ltd. (pdf) | (web/accessible version) cwhydro.ca
Chapleau Public Utilities Corporation (pdf) | (web/accessible version) chapleau.ca
Cooperative Hydro Embrun Inc. (pdf) | (web/accessible version) hydroembrun.ca
E.L.K. Energy Inc. (pdf) | (web/accessible version) elkenergy.com
Elexicon Energy Inc. (pdf) | (web/accessible version) elexiconenergy.com
Energy+ Inc. (pdf) | (web/accessible version) energyplus.ca
Entegrus Powerlines Inc. (pdf) | (web/accessible version) entegrus.com
EnWin Utilities Ltd. (pdf) | (web/accessible version) enwin.com
EPCOR Electricity Distribution Ontario Inc. (pdf) | (web/accessible version) epcor.com
ERTH Power Corporation (pdf) | (web/accessible version) erthpower.com
Espanola Regional Hydro Distribution Corporation (pdf) | (web/accessible version) espanola.ca
Essex Powerlines Corporation (pdf) | (web/accessible version) essexpowerlines.ca
Festival Hydro Inc. (pdf) | (web/accessible version) festivalhydro.com
Fort Frances Power Corporation (pdf) | (web/accessible version) ffpc.ca
Greater Sudbury Hydro Inc. (pdf) | (web/accessible version) sudburyhydro.com
Grimsby Power Incorporated (pdf) | (web/accessible version) grimsbypower.com
Halton Hills Hydro Inc. (pdf) | (web/accessible version) haltonhillshydro.com
Hearst Power Distribution Company Limited (pdf) | (web/accessible version) hearstpower.com
Hydro 2000 Inc. (pdf) | (web/accessible version) hydro2000.ca
Hydro Hawkesbury Inc. (pdf) | (web/accessible version) hydrohawkesbury.ca
Hydro One Networks Inc. (pdf) | (web/accessible version) hydroone.com
Hydro One Remote Communities Inc. (pdf) | (web/accessible version) hydroone.com
Hydro Ottawa Limited (pdf) | (web/accessible version) hydroottawa.com
Innpower Corporation (pdf) | (web/accessible version) innpower.ca
Kingston Hydro Corporation (pdf) | (web/accessible version) kingstonhydro.com
Kitchener-Wilmot Hydro Inc. (pdf) | (web/accessible version) kwhydro.on.ca
Lakefront Utilities Inc. (pdf) | (web/accessible version) lakefrontutilities.com
Lakeland Power Distribution Ltd. (pdf) | (web/accessible version) lakelandpower.on.ca
London Hydro Inc. (pdf) | (web/accessible version) londonhydro.com
Milton Hydro Distribution Inc. (pdf) | (web/accessible version) miltonhydro.com
Newmarket-Tay Power Distribution Ltd. (pdf) | (web/accessible version) ntpower.ca
Niagara Peninsula Energy Inc. (pdf) | (web/accessible version) npei.ca
Niagara-on-the-Lake Hydro Inc. (pdf) | (web/accessible version) notlhydro.com
North Bay Hydro Distribution Limited (pdf) | (web/accessible version) northbayhydro.com
Northern Ontario Wires Inc. (pdf) | (web/accessible version) northernontariowires.com
Oakville Hydro Electricity Distribution Inc. (pdf) | (web/accessible version) oakvillehydro.com
Orangeville Hydro Limited (pdf) | (web/accessible version) orangevillehydro.on.ca
Oshawa PUC Networks Inc. (pdf) | (web/accessible version) opuc.on.ca
Ottawa River Power Corporation (pdf) | (web/accessible version) orpowercorp.com
PUC Distribution Inc. (pdf) | (web/accessible version) ssmpuc.com
Renfrew Hydro Inc. (pdf) | (web/accessible version) renfrewhydro.com
Rideau St. Lawrence Distribution Inc. (pdf) | (web/accessible version) rslu.ca
Sioux Lookout Hydro Inc. (pdf) | (web/accessible version) siouxlookouthydro.com
Synergy North Corporation (pdf) | (web/accessible version) synergynorth.ca
Tillsonburg Hydro Inc. (pdf) | (web/accessible version) tillsonburghydro.ca
Toronto Hydro-Electric System Limited (pdf) | (web/accessible version) torontohydro.com
Wasaga Distribution Inc. (pdf) | (web/accessible version) wasagadist.ca
Waterloo North Hydro Inc. (pdf) | (web/accessible version) wnhydro.com
Welland Hydro-Electric System Corp. (pdf) | (web/accessible version) wellandhydro.com
Wellington North Power Inc. (pdf) | (web/accessible version) wellingtonnorthpower.com
Westario Power Inc. (pdf) | (web/accessible version) westario.com

2020

2020 Consolidated Scorecard (pdf) | (web/accessible version)

Utility scorecard

Alectra Utilities Corporation (pdf) | (web/accessible version)
Algoma Power Inc. (pdf) | (web/accessible version)
Atikokan Hydro Inc. (pdf) | (web/accessible version)
Bluewater Power Distribution Corporation (pdf) | (web/accessible version)
Brantford Power Inc. (pdf) | (web/accessible version)
Burlington Hydro Inc. (pdf) | (web/accessible version)
Canadian Niagara Power Inc. (pdf) | (web/accessible version)
Centre Wellington Hydro Ltd. (pdf) | (web/accessible version)
Chapleau Public Utilities Corporation (pdf) | (web/accessible version)
Cooperative Hydro Embrun Inc. (pdf) | (web/accessible version)
E.L.K. Energy Inc. (pdf) | (web/accessible version)
Elexicon Energy Inc. (pdf) | (web/accessible version)
Energy+ Inc. (pdf) | (web/accessible version)
Entegrus Powerlines Inc. (pdf) | (web/accessible version)
EnWin Utilities Ltd. (pdf) | (web/accessible version)
EPCOR Electricity Distribution Ontario Inc. (pdf) | (web/accessible version)
ERTH Power Corporation (pdf) | (web/accessible version)
Espanola Regional Hydro Distribution Corporation (pdf) | (web/accessible version)
Essex Powerlines Corporation (pdf) | (web/accessible version)
Festival Hydro Inc. (pdf) | (web/accessible version)
Fort Frances Power Corporation (pdf) | (web/accessible version)
Greater Sudbury Hydro Inc. (pdf) | (web/accessible version)
Grimsby Power Incorporated (pdf) | (web/accessible version)
Halton Hills Hydro Inc. (pdf) | (web/accessible version)
Hearst Power Distribution Company Limited (pdf) | (web/accessible version)
Hydro 2000 Inc. (pdf) | (web/accessible version)
Hydro Hawkesbury Inc. (pdf) | (web/accessible version)
Hydro One Networks Inc. (pdf) | (web/accessible version)
Hydro One Remote Communities Inc. (pdf) | (web/accessible version)
Hydro Ottawa Limited (pdf) | (web/accessible version)
Innpower Corporation (pdf) | (web/accessible version)
Kingston Hydro Corporation (pdf) | (web/accessible version)
Kitchener-Wilmot Hydro Inc. (pdf) | (web/accessible version)
Lakefront Utilities Inc. (pdf) | (web/accessible version)
Lakeland Power Distribution Ltd. (pdf) | (web/accessible version)
London Hydro Inc. (pdf) | (web/accessible version)
Milton Hydro Distribution Inc. (pdf) | (web/accessible version)
Newmarket-Tay Power Distribution Ltd. (pdf) | (web/accessible version)
Niagara Peninsula Energy Inc. (pdf) | (web/accessible version)
Niagara-on-the-Lake Hydro Inc. (pdf) | (web/accessible version)
North Bay Hydro Distribution Limited (pdf) | (web/accessible version)
Northern Ontario Wires Inc. (pdf) | (web/accessible version)
Oakville Hydro Electricity Distribution Inc. (pdf) | (web/accessible version)
Orangeville Hydro Limited (pdf) | (web/accessible version)
Orillia Power Distribution Corporation (pdf) | (web/accessible version)
Oshawa PUC Networks Inc. (pdf) | (web/accessible version)
Ottawa River Power Corporation (pdf) | (web/accessible version)
Peterborough Distribution Incorporated (pdf) | (web/accessible version)
PUC Distribution Inc. (pdf) | (web/accessible version)
Renfrew Hydro Inc. (pdf) | (web/accessible version)
Rideau St. Lawrence Distribution Inc. (pdf) | (web/accessible version)
Sioux Lookout Hydro Inc. (pdf) | (web/accessible version)
Synergy North Corporation (pdf) | (web/accessible version)
Tillsonburg Hydro Inc. (pdf) | (web/accessible version)
Toronto Hydro-Electric System Limited (pdf) | (web/accessible version)
Wasaga Distribution Inc. (pdf) | (web/accessible version)
Waterloo North Hydro Inc. (pdf) | (web/accessible version)
Welland Hydro-Electric System Corp. (pdf) | (web/accessible version)
Wellington North Power Inc. (pdf) | (web/accessible version)
Westario Power Inc. (pdf) | (web/accessible version)

2019

2019 Consolidated Scorecard (pdf) | (web/accessible version)

Utility scorecard

Alectra Utilities Corporation (pdf) | (web/accessible version)
Algoma Power Inc. (pdf) | (web/accessible version)
Atikokan Hydro Inc. (pdf) | (web/accessible version)
Bluewater Power Distribution Corporation (pdf) | (web/accessible version)
Brantford Power Inc. (pdf) | (web/accessible version)
Burlington Hydro Inc. (pdf) | (web/accessible version)
Canadian Niagara Power Inc. (pdf) | (web/accessible version)
Centre Wellington Hydro Ltd. (pdf) | (web/accessible version)
Chapleau Public Utilities Corporation (pdf) | (web/accessible version)
Cooperative Hydro Embrun Inc. (pdf) | (web/accessible version)
E.L.K. Energy Inc. (pdf) | (web/accessible version)
Elexicon Energy Inc. (pdf) | (web/accessible version)
Energy+ Inc. (pdf) | (web/accessible version)
Entegrus Powerlines Inc. (pdf) | (web/accessible version)
EnWin Utilities Ltd. (pdf) | (web/accessible version)
EPCOR Electricity Distribution Ontario Inc. (pdf) | (web/accessible version)
ERTH Power Corporation (pdf) | (web/accessible version)
Espanola Regional Hydro Distribution Corporation (pdf) | (web/accessible version)
Essex Powerlines Corporation (pdf) | (web/accessible version)
Festival Hydro Inc. (pdf) | (web/accessible version)
Fort Frances Power Corporation (pdf) | (web/accessible version)
Greater Sudbury Hydro Inc. (pdf) | (web/accessible version)
Grimsby Power Incorporated (pdf) | (web/accessible version)
Halton Hills Hydro Inc. (pdf) | (web/accessible version)
Hearst Power Distribution Company Limited (pdf) | (web/accessible version)
Hydro 2000 Inc. (pdf) | (web/accessible version)
Hydro Hawkesbury Inc. (pdf) | (web/accessible version)
Hydro One Networks Inc. (pdf) | (web/accessible version)
Hydro One Remote Communities Inc. (pdf) | (web/accessible version)
Hydro Ottawa Limited (pdf) | (web/accessible version)
Innpower Corporation (pdf) | (web/accessible version)
Kingston Hydro Corporation (pdf) | (web/accessible version)
Kitchener-Wilmot Hydro Inc. (pdf) | (web/accessible version)
Lakefront Utilities Inc. (pdf) | (web/accessible version)
Lakeland Power Distribution Ltd. (pdf) | (web/accessible version)
London Hydro Inc. (pdf) | (web/accessible version)
Milton Hydro Distribution Inc. (pdf) | (web/accessible version)
Newmarket-Tay Power Distribution Ltd. (pdf) | (web/accessible version)
Niagara Peninsula Energy Inc. (pdf) | (web/accessible version)
Niagara-on-the-Lake Hydro Inc. (pdf) | (web/accessible version)
North Bay Hydro Distribution Limited (pdf) | (web/accessible version)
Northern Ontario Wires Inc. (pdf) | (web/accessible version)
Oakville Hydro Electricity Distribution Inc. (pdf) | (web/accessible version)
Orangeville Hydro Limited (pdf) | (web/accessible version)
Orillia Power Distribution Corporation (pdf) | (web/accessible version)
Oshawa PUC Networks Inc. (pdf) | (web/accessible version)
Ottawa River Power Corporation (pdf) | (web/accessible version)
Peterborough Distribution Incorporated (pdf) | (web/accessible version)
PUC Distribution Inc. (pdf) | (web/accessible version)
Renfrew Hydro Inc. (pdf) | (web/accessible version)
Rideau St. Lawrence Distribution Inc. (pdf) | (web/accessible version)
Sioux Lookout Hydro Inc. (pdf) | (web/accessible version)
Synergy North Corporation (pdf) | (web/accessible version)
Tillsonburg Hydro Inc. (pdf) | (web/accessible version)
Toronto Hydro-Electric System Limited (pdf) | (web/accessible version)
Wasaga Distribution Inc. (pdf) | (web/accessible version)
Waterloo North Hydro Inc. (pdf) | (web/accessible version)
Welland Hydro-Electric System Corp. (pdf) | (web/accessible version)
Wellington North Power Inc. (pdf) | (web/accessible version)
Westario Power Inc. (pdf) | (web/accessible version)

2018

2018 Consolidated Scorecard (pdf) | (web/accessible version)

Utility scorecard

Alectra Utilities Corporation (pdf) | (web/accessible version)
Algoma Power Inc. (pdf) | (web/accessible version)
Atikokan Hydro Inc. (pdf) | (web/accessible version)
Bluewater Power Distribution Corporation (pdf) | (web/accessible version)
Brantford Power Inc. (pdf) | (web/accessible version)
Burlington Hydro Inc. (pdf) | (web/accessible version)
Canadian Niagara Power Inc. (pdf) | (web/accessible version)
Centre Wellington Hydro Ltd. (pdf) | (web/accessible version)
Chapleau Public Utilities Corporation (pdf) | (web/accessible version)
Cooperative Hydro Embrun Inc. (pdf) | (web/accessible version)
E.L.K. Energy Inc. (pdf) | (web/accessible version)
Energy+ Inc. (pdf) | (web/accessible version)
Entegrus Powerlines Inc. (pdf) | (web/accessible version)
EnWin Utilities Ltd. (pdf) | (web/accessible version)
EPCOR Electricity Distribution Ontario Inc. (pdf) | (web/accessible version)
ERTH Power Corporation (pdf) | (web/accessible version)
Espanola Regional Hydro Distribution Corporation (pdf) | (web/accessible version)
Essex Powerlines Corporation (pdf) | (web/accessible version)
Festival Hydro Inc. (pdf) | (web/accessible version)
Fort Frances Power Corporation (pdf) | (web/accessible version)
Greater Sudbury Hydro Inc. (pdf) | (web/accessible version)
Grimsby Power Incorporated (pdf) | (web/accessible version)
Guelph Hydro Electric Systems Inc. (pdf) | (web/accessible version)
Halton Hills Hydro Inc. (pdf) | (web/accessible version)
Hearst Power Distribution Company Limited (pdf) | (web/accessible version)
Hydro 2000 Inc. (pdf) | (web/accessible version)
Hydro Hawkesbury Inc. (pdf) | (web/accessible version)
Hydro One Networks Inc. (pdf) | (web/accessible version)
Hydro One Remote Communities Inc. (pdf) | (web/accessible version)
Hydro Ottawa Limited (pdf) | (web/accessible version)
Innpower Corporation (pdf) | (web/accessible version)
Kenora Hydro Electric Corporation Ltd. (pdf) | (web/accessible version)
Kingston Hydro Corporation (pdf) | (web/accessible version)
Kitchener-Wilmot Hydro Inc. (pdf) | (web/accessible version)
Lakefront Utilities Inc. (pdf) | (web/accessible version)
Lakeland Power Distribution Ltd. (pdf) | (web/accessible version)
London Hydro Inc. (pdf) | (web/accessible version)
Milton Hydro Distribution Inc. (pdf) | (web/accessible version)
Newmarket-Tay Power Distribution Ltd. (pdf) | (web/accessible version)
Niagara Peninsula Energy Inc. (pdf) | (web/accessible version)
Niagara-on-the-Lake Hydro Inc. (pdf) | (web/accessible version)
North Bay Hydro Distribution Limited (pdf) | (web/accessible version)
Northern Ontario Wires Inc. (pdf) | (web/accessible version)
Oakville Hydro Electricity Distribution Inc. (pdf) | (web/accessible version)
Orangeville Hydro Limited (pdf) | (web/accessible version)
Orillia Power Distribution Corporation (pdf) | (web/accessible version)
Oshawa PUC Networks Inc. (pdf) | (web/accessible version)
Ottawa River Power Corporation (pdf) | (web/accessible version)
Peterborough Distribution Incorporated (pdf) | (web/accessible version)
PUC Distribution Inc. (pdf) | (web/accessible version)
Renfrew Hydro Inc. (pdf) | (web/accessible version)
Rideau St. Lawrence Distribution Inc. (pdf) | (web/accessible version)
Sioux Lookout Hydro Inc. (pdf) | (web/accessible version)
Thunder Bay Hydro Electricity Distribution Inc. (pdf) | (web/accessible version)
Tillsonburg Hydro Inc. (pdf) | (web/accessible version)
Toronto Hydro-Electric System Limited (pdf) | (web/accessible version)
Veridian Connections Inc. (pdf) | (web/accessible version)
Wasaga Distribution Inc. (pdf) | (web/accessible version)
Waterloo North Hydro Inc. (pdf) | (web/accessible version)
Welland Hydro-Electric System Corp. (pdf) | (web/accessible version)
Wellington North Power Inc. (pdf) | (web/accessible version)
West Coast Huron Energy Inc. (pdf) | (web/accessible version)
Westario Power Inc. (pdf) | (web/accessible version)
Whitby Hydro Electric Corporation (pdf) | (web/accessible version)

2017

2017 Consolidated Scorecard (pdf) | (web/accessible version)

Utility scorecard

Alectra Utilities Corporation (pdf) | (web/accessible version)
Algoma Power Inc. (pdf) | (web/accessible version)
Atikokan Hydro Inc. (pdf) | (web/accessible version)
Bluewater Power Distribution Corporation (pdf) | (web/accessible version)
Brantford Power Inc. (pdf) | (web/accessible version)
Burlington Hydro Inc. (pdf) | (web/accessible version)
Canadian Niagara Power Inc. (pdf) | (web/accessible version)
Centre Wellington Hydro Ltd. (pdf) | (web/accessible version)
Chapleau Public Utilities Corporation (pdf) | (web/accessible version)
Collus PowerStream Corp. (pdf) | (web/accessible version)
Cooperative Hydro Embrun Inc. (pdf) | (web/accessible version)
E.L.K. Energy Inc. (pdf) | (web/accessible version)
Energy+ Inc. (pdf) | (web/accessible version)
Entegrus Powerlines Inc. (pdf) | (web/accessible version)
EnWin Utilities Ltd. (pdf) | (web/accessible version)
Erie Thames Powerlines Corporation (pdf) | (web/accessible version)
Espanola Regional Hydro Distribution Corporation (pdf) | (web/accessible version)
Essex Powerlines Corporation (pdf) | (web/accessible version)
Festival Hydro Inc. (pdf) | (web/accessible version)
Fort Frances Power Corporation (pdf) | (web/accessible version)
Greater Sudbury Hydro Inc. (pdf) | (web/accessible version)
Grimsby Power Incorporated (pdf) | (web/accessible version)
Guelph Hydro Electric Systems Inc. (pdf) | (web/accessible version)
Halton Hills Hydro Inc. (pdf) | (web/accessible version)
Hearst Power Distribution Company Limited (pdf) | (web/accessible version)
Hydro 2000 Inc. (pdf) | (web/accessible version)
Hydro Hawkesbury Inc. (pdf) | (web/accessible version)
Hydro One Networks Inc. (pdf) | (web/accessible version)
Hydro One Remote Communities Inc. (pdf) | (web/accessible version)
Hydro Ottawa Limited (pdf) | (web/accessible version)
Innpower Corporation (pdf) | (web/accessible version)
Kenora Hydro Electric Corporation Ltd. (pdf) | (web/accessible version)
Kingston Hydro Corporation (pdf) | (web/accessible version)
Kitchener-Wilmot Hydro Inc. (pdf) | (web/accessible version)
Lakefront Utilities Inc. (pdf) | (web/accessible version)
Lakeland Power Distribution Ltd. (pdf) | (web/accessible version)
London Hydro Inc. (pdf) | (web/accessible version)
Midland Power Utility Corporation. (pdf) | (web/accessible version)
Milton Hydro Distribution Inc. (pdf) | (web/accessible version)
Newmarket-Tay Power Distribution Ltd. (pdf) | (web/accessible version)
Niagara Peninsula Energy Inc. (pdf) | (web/accessible version)
Niagara-on-the-Lake Hydro Inc. (pdf) | (web/accessible version)
North Bay Hydro Distribution Limited (pdf) | (web/accessible version)
Northern Ontario Wires Inc. (pdf) | (web/accessible version)
Oakville Hydro Electricity Distribution Inc. (pdf) | (web/accessible version)
Orangeville Hydro Limited (pdf) | (web/accessible version)
Orillia Power Distribution Corporation (pdf) | (web/accessible version)
Oshawa PUC Networks Inc. (pdf) | (web/accessible version)
Ottawa River Power Corporation (pdf) | (web/accessible version)
Peterborough Distribution Incorporated (pdf) | (web/accessible version)
PUC Distribution Inc. (pdf) | (web/accessible version)
Renfrew Hydro Inc. (pdf) | (web/accessible version)
Rideau St. Lawrence Distribution Inc. (pdf) | (web/accessible version)
Sioux Lookout Hydro Inc. (pdf) | (web/accessible version)
St. Thomas Energy Inc. (pdf) | (web/accessible version)
Thunder Bay Hydro Electricity Distribution Inc. (pdf) | (web/accessible version)
Tillsonburg Hydro Inc. (pdf) | (web/accessible version)
Toronto Hydro-Electric System Limited (pdf) | (web/accessible version)
Veridian Connections Inc. (pdf) | (web/accessible version)
Wasaga Distribution Inc. (pdf) | (web/accessible version)
Waterloo North Hydro Inc. (pdf) | (web/accessible version)
Welland Hydro-Electric System Corp. (pdf) | (web/accessible version)
Wellington North Power Inc. (pdf) | (web/accessible version)
West Coast Huron Energy Inc. (pdf) | (web/accessible version)
Westario Power Inc. (pdf) | (web/accessible version)
Whitby Hydro Electric Corporation (pdf) | (web/accessible version)

Learn more about:

Utilities

For utilities, the scorecards are a way to track performance year over year and compare to other utilities’ performance.

We encourage utilities to use the scorecards as a springboard for engaging with customers about their performance, explaining their costs, and highlighting the value they deliver for the distribution system and the benefits for consumers. Utilities can also view them as an opportunity to hear what customers say they’re willing to pay for and what their priorities are.

Scorecards are a key part of our role in promoting energy literacy. We encourage utilities to promote them in their bill messaging, on social media, in annual and financial reports, web ads and more.

The Ontario Energy Board

We use scorecards to help monitor an individual utility’s performance and to compare performance across the sector. Comparisons are critical to our rate-setting process, and through them, we can determine if corrective action is needed. We are constantly evaluating the effectiveness of the scorecard and work closely with stakeholders to ensure that it continues to support our mandate as an independent industry watchdog and regulator.

The scorecards include measures that relate to customer experience. Over time, you’ll be able see how your utility is faring year over year, as well as how it compares to other utilities.

Use the scorecards to assess the value of service your utility provides, for instance:

  • When customers booked service appointments with your utility, how often did it show up on time?
  • How often did customers’ power go out, and how long did your utility take to restore it?
  • How successful is your utility at issuing accurate bills?
  • Did your utility answer customer phone calls in a timely way?

The Ontario Energy Board establishes industry and utility-specific performance targets for many of the measures in the scorecard. These targets take into consideration the level of service you can expect to receive from your utility at levels we have determined are reasonable.

We monitor performance and data until we have learned enough to set industry-wide targets. Over time, year-over-year improvements will differentiate the utility’s performance levels relative to the norm and to other high-performers. We use this information to ensure performance targets continue to be appropriate and to encourage continuous improvement. 

The scorecard is used to track how well utilities perform over the five-year period. The arrows indicate the directional trend they are achieving (up, down or flat) based on data from the past 5 years. If the value reported in the most current year is “on target” (target is met or exceeded), the arrow is green.  If it is not, the arrow is red. 

A blank means that the data for that particular metric and year is either not available or no service was required. For example:

  • For the measures introduced in 2013 (First Contact Resolution, Billing Accuracy, Customer Satisfaction Survey Results, and Distribution System Plan Implementation Progress), prior years will show a blank as the results were not available. 
  • A blank in the measure Renewable Generation Connection Impact Assessments Completed on Time means that no assessments were required to be completed that year, thus no data was available. 
Compare utilities

Use our tool to build a custom report that:

  • Compares one distributor's performance to another's
  • Compares year-over-year performance for a specific distributor, based on the performance measures that you select