Customer Central
This term refers to an important skill for agents to understand customer concerns.
What is empathy?
This is a method of billing where a customer pays the same amount each month, regardless of usage, based on average monthly consumption.
What is budget or equal billing?
The governing body that regulates utilities in Ontario to ensure fair pricing and consumer protection.
What is the OEB (Ontario Energy Board)?
The Customer Experience agents received 36,358 of these in 2024.
What are phone calls?
The Customer Experience team is famous for always keeping this well stocked.
What is the snack table?
This metric is used to measure if incoming phone calls are answered within a set amount of time.
What is Call Accessibility?
OEB requires 65% of calls to be answered within 30 seconds. We met this metric in 2024 despite the Canada Post strike!
This type of bill invoicing option is to promote customer convenience and reduce paper costs.
What is e-billing?
2025 Scorecard initiative - 1030 new sign-ups
This is the deadline for submitting our annual reporting requirements to the OEB.
What is April 30th?
The department issued 406,274 of these in 2024 with 99.97% accuracy.
What are bills?
We will waive the security deposit if a new residential customer signs up for this.
What is Equal Billing or Pre-Authorized Plan?
This is the term used to measure how quickly and effectively customer issues are resolved with the first agent they speak to.
What is First Contact Resolution?
In 2024 was 99.88%!
These are the 3 electricity pricing plans offered to Residential customers also know as “Customer Choice”.
What is Time-of-use, Tier, and Ultra-Low Overnight?
OEB initiative - Non-residential customers pricing plan choices
This is another name for the winter disconnection ban for overdue accounts.
What is the moratorium?
Nov 15-April 30
At the end of 2024, PUC had 10,302 customers enrolled in this as a way to receive their bill.
What is e-billing?
This customer service tool allows customers to manage their account and track their energy usage.
What is MyPUC App or Customer Connect?
Silverblaze coming in 2025
This is an OEB 2-year requirement that reaches out to customers for valuable feedback.
What is the customer satisfaction survey?
PulseSurvey in 2025
This is the number of days after a bill is received by a customer before a late payment fee can be applied.
What is 20 calendar days?
This is the name of the annual rate application submitted to the OEB for rate changes.
What is the Cost of Service (COS) application or Incentive Rate Mechanism (IRM)?
next COS in 2028, rates approved May 1st
This is the topic that Customer Experience agents receives the most inquiries about.
What are bill inquiries?
2024 – 9,374 calls re:bills
This is a new online self-service tool that allows customers to find information without speaking to an agent.
What is PUC Chatbot?
This is a key strategic initiative the Customer Experience continues to focus on and build on.
What is digital / self serve customer service options?
New website, contractor portal, chatbot.
Email management & Customer Service tools
This a specific class of customers, that the OEB mandated a new billing process with the MDM/R.
What are Net Metered Customers?
NorthStar upgrade in January2025
Customers who use renewable energy systems to generate electricity and send excess power to the grid for credits.
This entity is implementing a market renewal program (MRP) to improve the supply and pricing of electricity in 2025.
What is the IESO?
Changing the pricing structure to a day-ahead model – affect our reports and settlement process with IESO – May 1,2025.
This is the performance dashboard the OEB uses as a way to monitor and compare LDC’s.
What is the OEB Scorecard?
adding more benchmark metrics every year
This program is available to eligible low-income households and is a monthly on-bill credit that helps to reduce electricity costs.
What is the Ontario Electricity Support Program (OESP)?