| Customer Focus |
Operational Effectiveness |
Public Policy Responsiveness |
Financial Performance |
|||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
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 |
| 2023 | 96.25% | 100% | 92.28% | 99.98% | 99.80% | 74% | 82.9% | C | 0 | 0 | 0.30 | 0.44 | 93.39% | 2 | 687 | 33377 | 100 | 1.16 | 1.42 | 9.36% | 3.95% | |
| 2022 | 98.25% | 100% | 87.56% | 99.97% | 99.82% | 74% | 83.5% | C | 0 | 0 | 1.06 | 1.94 | 85.44% | 2 | 640 | 30915 | 100 | 1.29 | 1.22 | 8.98% | 0.75% | |
| 2021 | 94.46% | 100% | 78.45% | 99.96% | 99.75% | 74% | 83.5% | C | 0 | 0 | 1.38 | 2.65 | 79.48% | 2 | 584 | 28487 | 100 | 1.28 | 1.29 | 8.98% | 3.47% | |
| 2020 | 91.71% | 99.51% | 75.68% | 99.96% | 99.90% | 74% | 82.8% | C | 1 | 0.27 | 0.91 | 1.46 | 77.41% | 2 | 608 | 29415 | 100 | 1.25 | 1.29 | 8.98% | -1.77% | |
| 2019 | 93.39% | 99.4% | 76.49% | 100% | 98.94% | 73% | 82.8% | C | 0 | 0 | 0.82 | 1.65 | 75.93% | 2 | 641 | 30951 | 1.04 | 1.86 | 8.98% | 2.77% | ||