Kitchener-Wilmot Hydro Inc.

Contact this Utility:

301 Victoria Street
P.O. Box 9010
Kitchener ON N2G 4L2
www.kwhydro.ca
customerservice@kwhydro.ca
100,053
Number of customers
425 sq. km
Total size of service area
2,000 km
Total km of electricity line
Distribution service area (pdf)

The electricity utility scorecards measure how well Ontario's electricity utilities are performing each year. It is designed to encourage utilities to operate effectively, continually seek ways to improve productivity and focus on improvements that their customers value. Utilities report their scorecard performance results annually, and make the results available to the public. 

The scorecard can be used as a tool for consumers to assess for themselves the value of the service received from their electricity utility. For example: 

  • When service appointments are booked with my utility, how often did they show up on time?
  • How often did my power go out, and how long did the utility take to fix the problem and restore power? 
  • How successful is my utility at issuing accurate bills? 
  • Did my utility answer phone calls from customers in a timely way?

Use our report generator tool to compare costs and performance between distributors

Compare
Service Quality

New residential/small business services connected on time
97.12% (2021)

The utility must connect new service for the customer within five business days, 90 % of the time, unless the customer agrees to a later date. This timeline depends on the customer meeting specific requirements ahead of time (such as no electrical safety concerns in the building, customer's payment information complete, etc.)

Target met
OEB Target = 90%
2013 91.3%
2014 90.9%
2015 90.3%
2016 92.5%
2017 98.93%
2018 99.14%
2019 98.53%
2020 98.84%
2021 97.12%
Service Quality

Scheduled appointments met on time
98.61% (2021)

For appointments during the utility's regular business hours, the utility must offer a window of time that is not more than four hours long, and must arrive within  that window, 90 % of the time. 

Target met
OEB Target = 90%
2013 96.1%
2014 95.3%
2015 96.2%
2016 97.5%
2017 97.93%
2018 99.18%
2019 99.39%
2020 98.62%
2021 98.61%
Service Quality

Telephone calls answered on time
74.39% (2021)

During regular call centre hours, the utility's call centre staff must answer within 30 seconds of receiving the call directly or having the call transferred to them, 65 % of the time

Target met
OEB Target = 65%
2013 78.6%
2014 80.4%
2015 78.1%
2016 78.4%
2017 92.8%
2018 91.9%
2019 90.14%
2020 87.97%
2021 74.39%
Customer Satisfaction

Billing accuracy
99.89% (2021)

An important part of business is ensuring that customer's bills are accurate. The utility must report on its success at issuing accurate bills to its customers.

More information about billing accuracy

Target met
OEB Target = 98%
2014 100%
2015 100%
2016 100%
2017 99.58%
2018 97%
2019 100%
2020 99.98%
2021 99.89%
Customer Satisfaction

Complaints
0.03 (2021)

This metric measures the number of complaints the Ontario Energy Board received from customers about matters within our authority. Complaints made directly to the utility are not reported here. We measure this per 1000 customers so utilities that serve much larger or smaller populations can be compared against each other. 

Year Complaints per 1000 customers Total number of complaints
2013 0.08 7
2014 0.10 9
2015 0.04 4
2016 0.15 14
2017 0.06 6
2018 0.07 7
2019 0.03 3
2020 0.05 5
2021 0.03 3
System Reliability

Average number of hours power to a customer was interrupted
0.568874h (2021)

An important feature of a reliable distribution system is recovering from power outages as quickly as possible. The utility must track the average length of time, in hours, that its customers have experienced a power outage over the past year. 

2013 0.87h
2014 0.72h
2015 0.57h
2016 1.11311h
2017 0.917h
2018 0.695596h
2019 1.01579h
2020 0.530069h
2021 0.568874h
System Reliability

Average number of times power to a customer was interrupted
0.706763 (2021)

Another important feature of a reliable distribution system is reducing the frequency of  power outages. Utilities must also track the number of times their customers experienced a power outage during the past year.

More information about interruption frequency

2013 0.69
2014 1.03
2015 0.77
2016 1.11048
2017 1.02544
2018 0.971853
2019 1.04876
2020 0.919385
2021 0.706763
Cost Control

Efficiency rating
2 (2021)

The utility must manage its costs successfully in order to help assure its customers they are receiving value for the cost of the service they receive. Utilities' total costs are evaluated to produce a single efficiency ranking. This is divided into five groups based on how big the difference is between each utility's actual and predicted costs. Distributors whose actual costs are lower than their predicted costs are considered more efficient.

  • 1 = Actual costs are 25% or more below predicted costs
  • 2 = Actual costs are 10% to 25% below predicted costs
  • 3 = Actual costs are within +/- 10% of predicted costs
  • 4 = Actual costs are 10% to 25% above predicted costs
  • 5 = Actual costs are 25% or more above predicted costs
2013 2
2014 2
2015 2
2016 2
2017 2
2018 2
2019 2
2020 2
2021 2
Cost Control

Cost per customer
$552 (2021)

A simple measure that can be used as a comparison with other utilities is the utility's total cost per customer. 

Total cost is a sum of all the costs incurred by the utility to provide service to its customers. The amount is then divided by the utility's total number of customers. This amount does not represent how much customers pay for their utility services.

More information about Cost per Customer

2013 $466
2014 $483
2015 $481
2016 $494
2017 $487
2018 $519
2019 $524
2020 $519
2021 $552