| 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 | 92.66% | 96.3% | 98.76% | 99.98% | 99.94% | 77% | 83.9% | C | 0 | 0 | 2.02 | 2.80 | 81.25% | 1 | 650 | 29514 | 100 | 0.72 | 1.01 | 8.66% | 4.27% | |
| 2022 | 94.8% | 98.89% | 90.27% | 99.97% | 99.88% | 77% | 82.6% | C | 0 | 0 | 0.36 | 0.63 | 81% | 1 | 545 | 26234 | 100 | 0.78 | 0.96 | 8.66% | 10.87% | |
| 2021 | 92.89% | 93.62% | 95.62% | 99.95% | 99.46% | 77.7% | 82.6% | C | 0 | 0 | 0.60 | 0.99 | Completed | 1 | 518 | 24743 | 100 | 0.95 | 1.09 | 8.78% | 5.93% | |
| 2020 | 91.17% | 100% | 82.27% | 99.79% | 99.77% | 77.7% | 83% | NC | 0 | 0 | 1.53 | 4.67 | Completed | 2 | 500 | 24061 | 0.97 | 1.15 | 8.78% | 5.49% | ||
| 2019 | 97.57% | 100% | 94.1% | 100% | 99.41% | 80.7% | 83% | NC | 0 | 0 | 0.68 | 0.76 | Completed | 2 | 501 | 23885 | 0.2% | 1.32 | 1.02 | 8.78% | 7.58% | |