Letter to CEO of Hydro One on customer service improvements

Randy Hillier, MPP for Lanark-Frontenac-Lennox and Addington, wrote Hydro One's President and CEO demanding a number of improvements to the company's customer service.
My letter to Hydro One CEO Carmine Marcello makes recommendations for administrative and technical improvements to customer service and billing- these are things that fall directly under his control. These are also the subject of the Ombudsman’s investigation.
The cost of electricity however, including the price per kWh, delivery charges, regulatory charges and debt retirement charges are the consequence of bad government energy policies and can only be rectified at Queen’s Park. Premier Wynne/McGuinty created this energy policy mess- Mr. Marcello implements her policies.


Showing 2 reactions

  • Donald MacIntyre
    commented 2014-03-28 14:19:47 -0400
    This is what you get when we have a government that has driven us into a mind numbing provincial debt, blows away a Billion dollars on a gas plant fiasco and seems totally unconcerned about how our hydro company deals with the population of our province.

    I am beyond disgusted
  • Gregory Latiak
    commented 2014-03-27 13:21:19 -0400
    After 50 years in IT I can only say that the problems with Hydro billing suggest they hired the wrong kid to do their billing system, probably on his XBox. We got the letter yesterday — pathetic. It is bad enough that their billing system does not include reasonableness checks that compares with prior values to flag bad data — that idea has only been around for a couple of decades. But the attitude I have read about that suggests the customer service staff TRUSTS their new billing system over prior history, the mark of complete amateurs — didn’t I read that Hydro outsourced customer service? So the letter from hydro saying if they falsely charged us but would not charge interest was not comforting — I don’t expect to have to pay anything that is not supported by the meter. We need engineers and technical managers to run the power system that the province depends upon, not politicians more interested in lining their own pockets than serving the public.