4/15

Customer Care

04

Enhancing the customer experience

We know our customers want a fast, easy, and positive customer experience. Expanding access to our online tools, self-serve options, and making it easier for our customers to reach us were key priorities in 2023.

The number of calls to our call centre decreased thanks to our improved online tools, including the introduction of an online contact form. More than 76 per cent of calls were answered within 30 seconds or less, surpassing the OEB’s standard of 65 per cent. Our customer care team also answered more than 11,000 customer emails in 2023.

94,132

phone calls received

The number of eBilling customers increased by 6,238, driven in part by two charity eBilling campaigns. Thanks to the more than 61,000 customers who have signed up for eBilling, we are saving the equivalent of six trees worth of paper each month.

61,123

eBilling customers

Our billing teams issued almost 2 million bills in 2023. Despite the large number of bills issued, billing accuracy improved to 99.97 per cent from 99.95 in 2022.

1,942,851

bills issued

My Account usage increased throughout 2023 as customers explored the benefits of online account management and the online portal’s cost comparison tools.

102,976

My Account users

Our team seamlessly implemented two rate changes, as well as Green Button and the Ultra-Low Overnight Rate pricing plan to customers in the midst of ongoing integration work.

2

rate changes and new initiatives implemented.

We made key changes to streamline the registration process for our online portal, My Account, which helped increase in customers using the portal as well as registrations for eBilling. We also introduced an online customer contact form to streamline customer requests and make it faster and simpler to provide customers with the information they need.

Our sterling customer care efforts were evident as both Enova offices surpassed the Ontario Energy Board’s (OEB) Service Quality Indicators for billing accuracy, customer satisfaction and calls answered on time in 2023. Customer care will continue to improve and streamline with the consolidation of Enova’s Customer Information System in 2025.

Fault Location, Isolation and Service Restoration Project (FLISR)

FLISR allows SCADA-controllable devices to automatically activate when a fault is detected. This activation automatically reroutes power to restore as many customers as quickly as possible after an outage. Later this year, the system will also monitor the network for sudden loss of voltage and attempt to isolate the cause and reroute power to as many customers affected as possible.

For more information on FLISR and its impact on reducing outage minutes across Enova’s service territory, visit enovapower.com/innovation.