Burlington Hydro’s Value Proposition to Customers

Helping to Keep Burlington the best place to live, work and play

Electricity is integrated into the fabric of our lives and is an essential ingredient in the prosperity of the communities in which we live. It powers almost every aspect of our lives – keeping our businesses running, supporting our emergency services, our schools and our institutions.

Burlington Hydro’s priority, first and foremost, is to provide a safe and reliable source of power for our community. It’s part and parcel of maintaining and investing in infrastructure, strategically mapping out our short and long-term capital expenditures, and ensuring a financially responsible approach in how we conduct our business.

We realize that true customer value comes from providing services that go beyond wires and poles. Affordability, effective and timely communications, customer care, energy conservation, community partnerships, and social/corporate responsibility, all contribute to delivering value.

Burlington Hydro is continually seeking out greater efficiencies, the benefits of which we are able to pass on to our customers. We’re very proud of the fact that while many of the province’s utility rates are increasing, a decrease in Burlington Hydro’s distribution rates was approved by the Ontario Energy Board (OEB) in 2014. We believe we are heading in a positive direction. In 2014 overall customer satisfaction came in at a 92% approval rating - a score that is 10 percentage points higher than other Ontario utilities. It is with a great deal of pride that we operate within such a vibrant and livable city, where aligning our priorities with the strategic direction of the City contributes to something greater – that we are, in some measure, helping to keep Burlington a great place to live, work and play.

Our commitment to the city’s ongoing and future success remains resilient. The installation of a micro turbine cogeneration plant at the south end of our office building is an important step forward in helping to implement the Community Energy Plan, while providing heat and electricity to most of our head office. This district heating pilot demonstrates technologies that we believe could help fuel the City’s future energy needs, particularly in commercial and larger residential buildings.

Burlington Hydro is engaging with its customers in new and exciting ways – from easy mobile access and tweeting, to a new web-based outage map that keeps customers informed about current power outages. We believe that we are on a path that will continue to strengthen our company in ways that respond to customer needs and give back in a progressive way to the community.

See Shine PDF.