| 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 | 100% | 100% | 76.29% | 99.47% | 99.9% | B | 84.3% | C | 0 | 0 | 0.44 | 1.77 | 116% | 2 | 720 | 38600 | 0.73 | 0.81 | 8.66% | 4.88% | ||
| 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% | 99.55% | 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% | ||