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Customer Experience & Public Safety

Whether we are answering a phone call or meeting customers at their property, we put our customers at the center of everything we do. We listen closely to each customer, tailoring our support to their unique needs and ensuring they have the information and assistance they need, quickly and with care.

Customer Care

49%

of customers are receiving electronic bills

In 2025, Enova welcomed close to 8,000 additional customers to eBilling, advancing our commitment to environmental sustainability through reduced paper use and a lower carbon footprint while reducing operating costs. This growth was driven by two targeted eBilling campaigns that also generated more than $11,000 in community support for Nutrition for Learning and The Working Centre. As a result, 81,527 customer accounts – approximately 49% of our customer base – are now registered for eBilling, supporting a more sustainable, efficient, and customer‑friendly billing experience.

20,413

move in/move out applications

Our team processed more than 20,000 move in/move out applications. 

99.97%

billing accuracy

In 2025, our customer care and billing team issued more than 2 million bills with an impressive billing accuracy rate of 99.97 per cent.

99.64%

inquiries resolved

Thanks to the expertise of our customer care and billing teams, more than 99% of inquiries were successfully resolved during a customer’s first interaction with our staff. 

110,500

customer interactions

Our customer care staff handled more than 110,000 customer interactions, including in-person visits, phone calls, and emails.

46%

growth of social media followers

Our social media followers increased by 46 per cent in 2025. We communicate regularly with customers through Facebook, X, Bluesky, LinkedIn, and Instagram, providing outage updates, safety information, corporate news, energy efficiency resources, and account management tips and tools. Our timely, informative, and helpful posts have helped increase brand trust and improve our online engagement.

In 2025, our customer care team answered 83,318 calls, up from 81,935 in 2024. Even as call volumes grew, our team answered 71% of calls within 30 seconds – well above the Ontario Energy Board’s standard of 65%.

Recognizing the demands of our customers’ busy lives, we continue to expand and improve our online tools. In 2025, almost 8,000 customers registered for eBilling and more customers than ever are using My Account, and enjoying the many benefits of online account management, including 24/7 access to information and convenient self-service options.

In 2025, our customer care and billing team issued more than 2 million bills with an impressive billing accuracy rate of 99.97%.

Thanks to the knowledge, unparalleled effort, and hard work of our employees across all departments, Enova earned “A” grade on our 2025 Customer Satisfaction Survey. This achievement reflects the trust and satisfaction our customers have in us and surpasses both provincial and national averages.

Results of the Customer Satisfaction Survey

At Enova, we take immense pride in listening to our customers and acting on their feedback. The outstanding results of our 2025 Customer Satisfaction Survey reaffirm our commitment towards excellence as we serve our residential and business communities.

We are absolutely thrilled to have once again received an A in overall customer satisfaction, clear proof of our steadfast dedication to putting customers first.

Customer Satisfaction Badge A copy

Overall Grade: A

Based on 2025 Customer Survey

icon accurate
"Do you believe Enova has accurate billing?"

90%

of respondents said yes.

An

8%

increase over 2023

icon care
"Do you believe Enova is customer-focused and treats customers as if they’re valued?"

83%

of customers agreed or strongly agreed

A

15%

increase over 2023

icon trust
"Do you believe Enova is a trusted and trustworthy company?"

86%

of customers agreed or strongly agreed

A

7%

increase over 2023

icon good
"Do you believe Enova is a company that is 'easy to do business with?'"

89%

of customers agreed or strongly agreed

A

12%

increase over 2023

icon check
"Do you believe Enova keeps its promises to customers and the community?"

84%

of customers agreed or strongly agreed

A

14%

increase over 2023

Enova October 2025 78

Safety and Well-being above all

41% ↑

increase in customer safety survey results for the question “Enova makes safety a top priority.”

Our 2025 Customer Satisfaction Survey recorded a 41% increase in positive responses to the statement “Enova makes safety a top priority.” This improvement reflects focused efforts to strengthen safety awareness through community initiatives, targeted marketing, and enhanced social media engagement.

63

blood pressure check-ups

More than 60 employees had a check-up at a free blood pressure clinic run by an employee who is also a registered nurse.

450

conference attendees

450 people from across Ontario attended the 2025 Workplace Safety and Prevention Services’ Southwestern Regional Partners in Prevention Conference. Enova was a proud sponsor of the event, and Dorothy Moryc, our VP of Grid Transformation, also spoke on a panel.

23,371

locate requests

Our employees and contractors completed more than 23,000 locate requests to identify underground electrical hazards in 2025. Educating customers on the importance of contacting Ontario One Call for an underground cable locate before you dig continues to be an ongoing message in our our public safety awareness efforts.

29

meetings and events

We held 18 Joint Health and Safety Committee meetings, nine health and safety meetings for employees, and two safety training rescue days, ensuring employee safety was always top-of-mind throughout the year

3

safety videos

We adapted Lucky the Squirrel animated safety videos into 3 30-second shorts that run on the scoreboard at all Kitchener Rangers home games. The shorts have created a Lucky the Squirrel fan base in Waterloo Region, with kids and adults alike responding excitedly when they see a large stuffed Lucky the Squirrel at public safety events.

Safety and Well-being Above All is one of our core values and fuels everything we do. We understand the health of our employees is paramount. Our all-encompassing approach to safety empowers frontline employees to set the gold standard for a safety-first culture internally and for safety education and awareness externally.

Employees took lead roles in developing policies and procedures that directly impact their day-to-day work, ensuring their safety concerns were addressed, including:

  • Extension Ladder Work Instructions
  • Tailboard and Job Plan Procedures
  • Confined Space Work Instructions
  • First Aid Procedures

Beyond our walls, we are proud of our dynamic public education and outreach program, which helps teach residents about everyday electrical hazards. We lead the way in educating future generations about electrical safety through our Electrical Safety School Program. In 2025, we delivered engaging, interactive presentations to 12,279 students at 31 schools.

Our annual Elementary School Art Contest attracted 27 brilliant entries from videos and posters to stories and comic books, and its growing popularity inspired other LDCs to follow our example and launch their own contests across the province.

Our outreach includes a robust advertising campaign featuring print, radio, and digital ads, bill inserts, advertising at Kitchener Rangers games, and attendance at public events.

Physical safety is only part of our outstanding safety and wellness program. We champion a heart-mind-body approach to employee wellness, guided by our passionate Mental Health and Wellness Committee. This dedicated, employee-led team proudly hosted eight memorable events in 2025, including:

  • A fall wellness reset
  • One-on-one employee wellness sessions
  • Morning and lunch yoga sessions
  • Participation in the Canadian Mental Health Association Push-Up Challenge.

Next Section

Sustainability

Sustainability and environmental stewardship are important factors in all of Enova’s work. We believe in protecting and fostering the natural environment around us while working to introduce sustainable energy sources and renewable resources across our electricity grid.

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2025 Report

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.