Customer Relations Centre Jenni Spencer, Supervisor

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Customer Relations CentreJenni Spencer,
Supervisor
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What We Do

• The CRC is more than just a complaint handling
  department. We function as the Customers
  Advocate in dealing with Hydro One
• Intersection of where customers, Call Centre,
  MPPs, etc come together
• Barometer for customer relationship issues for
  Hydro One

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Lets Start with Stats

• The number of disconnection notices issued per
  year for the past three years
• 135,347 for 2006
• 137,221 for 2007
• 91,468 to August 31, 2008
• The number of customers disconnected in a year
• 9,266 in 2006
• 8,614 in 2007
• 9,462 to August 31, 2008

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Helping Customers Address Their Electricity Bill
Arrears

• Hydro One makes every effort to avoid
  disconnecting customers
• Many consumers do not contact Hydro One when they
  begin to encounter difficulty
• We are implementing a process to streamline
  social services/agencies through the Call Centre

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Helping Customers Help Themselves

• Educate customers on proper ways to negotiate
  with Hydro One
• Educate customers on how to read their bill
• Educate customers on billing options
• Educate customers about electric baseboard
  heating
• Educate customers about energy efficiency
• Educate customers about energy retailers

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Negotiating Payment Arrangements

• Dont wait until the truck is driving down the
  road
• Dont keep calling for extensions
• Do have a plan that is reasonable
• Get a large bill? call for arrangements
• Deposit applied, ask for a reduction and/or for 6
  instalments

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Reasons Arrangements Are Denied

• No or few payments on account
• Payment arrangements not met
• False confirmations
• Previously written off accounts
• Account switching and familial relationships
• Security issues

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Controlling Customers Bills

• Budget Billing Plan
• Electronic Fund Transfer
• Electricity Comparison Chart
• We estimated your meter
• Late Payment Exemptions(ODSP, over 65)
• Smart Meters

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Electric Heat

• Expensive!
• Some systems are better than others
• If a baseboard heater is not turned off at the
  breaker or fuse, it may run, even if the
  temperature seems warm.
• Culprit/hidden heaters (crawlspaces)
• Wood stoves may increase baseboard consumption

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Energy Efficiency

• Making improvements to the tightness of the
  thermal envelope will pay off quickly
• Windows and doors first
• Off.!!!
• Participate in Green Programs
• Many websites with lots of excellent information
• www. hydroonenetworks.com

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Energy Efficiency Programs

• Very little for low income, as you have to spend
  money to save money
• Lobby the Ontario Power Authority for programs to
  meet your clients needs

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Energy Retailers

• Hydro One does NOT go door to door
• Hydro One does NOT offer special pricing
• Do NOT show your electricity bill to anyone who
  comes to your door, they are NOT Hydro One people
• If it sounds too good to be true, it probably is
• Read the fine print
• Do not cash cheques that come in the mail, you
  may automatically be entered into a 5 year
  contract
• Questions, contact the Ontario Energy Board
• Retailer complaints, contact the Ontario Energy
  Board Watchdog

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Be Aware of Websites
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This Site Shows Regulated PricingHowever, Wants
to Sell You Contracts
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Process with Hydro One

• Customers who are working with a social agency
  can obtain a one-time 10 day extension where a
  cut-out for non-payment order exists on the
  account.
• We require Written consent to speak about a
  clients bill.
• Customers will disconnected without further
  notice if a payment arrangement/payment is not
  made by the end of the 10 days.

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Client Already Disconnected?

• Full payment will be required for reconnection
• Deposit will be applied to the 1st bill
• Can ask for the deposit to be applied in
  instalments (up to 6)
• You or the customer may be able to negotiate a
  lower deposit.
• Pay direct may result in the elimination of the
  deposit (currently under review)

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Disconnection Fees

• Disconnect/Reconnect Fees
• Disconnect at meter regular hours 65
• Disconnect at meter after hours 185
• Disconnect at pole regular hours 185
• Disconnect at pole after hours 415
• Disconnect load limiting device regular hours
  65
• Disconnect load limiting device after hours
  185

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Deposits

• Deposit Policy changed July 29, 2004
• To ensure all customers are treated equally, the
  Ontario Energy Board provided guidelines to
  electricity distributors on how to apply security
  deposits
• Deposits are collected to guarantee payment of
  future charges
• Based on how often we bill our customers
• 2.5 times the highest monthly average bill.

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Want Changes?

• Lobby the Ontario Energy Board if you wish to see
  changes to utility deposit policies
• LIEN, Hydro One and others are in consultation
  with the OEB regarding low income and electricity
  and gas rates
• Submissions are on the Ontario Energy Board web
  site at www.oeb.gov.on.ca

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THE END