Slide 1: Customer Service
CUSTOMER SERVICE Imran Merali Director Customer Program Delivery Métis Engagement Session May 13, 2017 1
Slide 2: Flip the Switch
Flip the Switch Flip the Switch is our new commitment to customers to better listen and respond to their questions and concerns. 2
Slide 3: Flip the Switch Video
Flip the Switch Video http://fliptheswitch.hydroone.com/hydrooneday 3
Slide 4: Customer Service Vision
Customer Service Vision We are easy to do business with We are there when customers need us We are always connected 4
Slide 5: We Are Easy To Do Business With
We Are Easy To Do Business With Education Advocacy Responsiveness 5
Slide 6: Fair Hydro Plan
Fair Hydro Plan On March 2, the government announced changes that will provide significant electricity bill relief. As a result, Hydro One customers will start to see lower monthly bills as early as this summer. We advocated for these changes because we heard your concerns. That’s the new Hydro On
Slide 7: Fair Hydro Plan CON'T
Fair Hydro Plan CON’T Customers will start to feel the relief as early as this summer. The average Hydro One customer will start to see their monthly bills drop by an average of 33 per cent. 7
Slide 8: Customer Relief Program
Customer Relief Program Effective April 25th, Hydro One is providing additional relief to assist customers that accumulated significant balances on their accounts over the winter . These measures aim to help customers better manage their electricity usage to get back on track and avoid future di
Slide 9: Customer Commitments
Customer Commitments Hydro One also introduced Service Guarantees, a first of its kind for any electric utility in Ontario. These provide tangible evidence that we stand behind the service we provide our customers. 9
Slide 10: Billing
Billing Billing Accuracy continues to surpass Ontario Energy Board requirements and is the highest in company history at 99%. Hydro One is also introducing a newly designed bill in the fourth quarter of 2017 (pictured). 10
Slide 11: We Are Always Connected
We Are Always Connected eBill Notifications & High Usage Alerts New Website Redesigned Bill 11