Orangeville Hydro provides electricity to Orangeville and Grand Valley. Orangeville Hydro bills customers for water and sewer services on behalf of the Town of Orangeville and the Town of Grand Valley.
The Ontario Energy Board introduced the Scorecard for Ontario’s Electricity Distributors in 2013 as a tool to measure how well Ontario’s electricity distributors are performing each year.
The annual Scorecard allows customers to gain a better sense of how well Orangeville Hydro is performing and improves our ability to operate effectively, continually seek ways to improve productivity, and focus on the improvements that our customers value.
Scorecard: Performance Measure Descriptions outline the metrics used for assessing the services provided by utilities such as frequency of power outages, financial performance, and costs per customer.
Orangeville Hydro 2018 Scorecard/Orangeville Hydro 2018 Scorecard in French reveals that the company is a stable and financially strong utility and exceeded industry performance in the performance categories of:
• Service quality
• Customer satisfaction
• System reliability
For more information about Orangeville Hydro’s Scorecard, please refer to the Scorecard: Frequently Asked Questions or email firstname.lastname@example.org
Performance in Previous Years
View Orangeville Hydro’s historical scorecard comparisons.
Mission & Vision Statement
To provide safe, reliable, efficient delivery of electrical energy while being accountable to our shareholders the citizens of Orangeville and Grand Valley.
To be acknowledged as a leader among electrical utilities in the areas of safety, reliability, customer service, financials and performance.
Strategic planning is a process that deals with the objectives of an organization and allocates resources to the achievement of those objectives. Orangeville Hydro developed its first formal strategic plan in November 2001 and has revised it periodically since then. The plan is a document and is used as a guide to assist the management, staff and Board of Directors in the forward planning of the Company. The plan is reviewed annually by management and the Board of Directors to ensure it remains current in an evolving electricity marketplace and that the identified strategic directions are followed. This revised version of the Strategic Plan reflects the results of a review of the Renewed Regulatory Framework for Electricity and incorporating a scorecard to be used in measuring performance and achieving corporate targets. Continue reading the complete 2019 Strategic Plan.
Orangeville Hydro has a long and rich history involving many individuals who strive to deliver efficient, reliable, and safe electrical energy. Our history dates back to the early 1800’s when J.C. Anderson made the initiative to integrate electrical power into the town of Orangeville. Through Anderson’s and others’ efforts, by 1916 Orangeville signed a contract with Ontario Hydro. As a result of the contract, in 1937 Dr.Campbell stated that Hydro was one of the town’s greatest assets and was running debt-free. As the Town of Orangeville grew and expanded during the eighties and nineties, so did the utility. With growth came an increased demand for electricity. As a result, Orangeville Hydro began to construct a 27,600-volt feeder in 1990 In 1999, Orangeville Hydro was were awarded the Presidents Award from the Electrical and Utilities Safety Association in recognition of 250,000 hours without a lost time injury. We also won the Achievement Award from EUSA in 2002 and 2003. In addition to the surplus of new residents of Orangeville, another 27,600-volt feeder was added in July of 2003 In 2008 Orangeville Hydro became a member of Utility Collaborative Services Inc. (UCS), an Ontario-based organization that has now grown to 9 provincial Local Distribution Companies (LDCs) serving 102,387 customers. As a direct result of joining this cooperative, Orangeville Hydro realized the benefits of reliable cost-competitive long term software and service solutions in an increasingly complex and resource intensive marketplace. The members are continuing to support and work cooperatively on standardization of their systems leading to major cost savings for each other. They continue to negotiate preferential agreements with vendors and can see cost savings through shared resources. Effective January 1, 2009, Orangeville Hydro Limited and Grand Valley Energy Inc. merged companies for a total number of 10,975 customers in their combined service areas. Grand Valley customers were familiar with Orangeville staff performing line work in the village which resulted in a fairly seamless transition. Smart meters were fully deployed in Orangeville Hydro’s service territory to all eligible customers by the end of 2011. The hourly readings provided by the smart meters allow Orangeville Hydro to have more detailed information about the customer’s electricity use. Time of use pricing was also implemented in 2011 to provide customers the ability to manage their electricity use during peak hours. The Operations Department was able to utilize the real-time information and related databases to improve power quality and reduce outage times to their customers. In 2015, based on customers’ preference for online access to their usage, Customer Connect was developed. This feature can be found on our website and allows customers to measure and monitor their own usage, with user-friendly charts and graphs. E-billing is also available within Customer Connect and allows customers to view and print their bill. Customers also have the option of receiving notifications regarding usage, bills, etc. through email or text message. In 2016, we celebrated our 100th Anniversary here at Orangeville Hydro. For the past three years, Orangeville Hydro has been hosting a Customer Appreciation day, entitled Educate, Engage, Energize! Customers enjoy a delicious BBQ, take a bucket truck ride, test drive an electric car, and meet the staff at Orangeville Hydro. They are able to enter to win great prizes, exchange old incandescent light bulbs for a new LED bulb, watch the hazard hamlet and learn about electrical safety. They can also learn about conservation programs, as well as programs offered by our partners – County of Dufferin Social Services, Waste Management and Emergency Management, and the Town of Orangeville. In March 2018, an extra feeder was energized.
Conditions of Service & Policies
Conditions of Service
The Distribution System Code requires that every distributor produce its own “Conditions of Service” document. The purpose of this document is to provide a means of communicating the types and level of service available to the customers within the distributor’s service territory.
The current version of the Conditions of Service was published in 2017. Since then, various changes to regulations and codes that govern Distributor activities have come into effect, which in turn require updates to the original document.
The revised document is available to view in pdf CHEC Conditions of Service. Customers may also obtain a printed copy of the revised Conditions of Service at our office at 400 C Line.
Orangeville Hydro Limited is obligated as a distributor of electricity to supply every person connected to our distribution system (The Electricity Act, 1998). Also, as a provider of standard supply service, and according to the Act, we must disclose the system-wide electricity supply mix. The electricity supply mix, for an electricity product, is the combination of power sources used to generate the product. For details please refer to the 2018 Supply Mix.
Orangeville Hydro had 12,409 customers at December 31, 2017 89% Residential Customers 9% General Service < 50 kW 1% General Service > 50 kW 1% Other Types Other Types include Interval, Sentinel Lights, Streetlights, Unmetered Scattered Load and Microfit
Annual Revenue per Customer
Orangeville Hydro has some of the lowest rates in Ontario. Average Annual Revenue per customer in each Customer Class Residential: $25 per month General Service < 50kW: $57 per month General Service > 50kW: $507 per month
Calls Answered on Time
Orangeville Hydro continues to answer the telephone with a real person and we answer a majority of our calls within 30 seconds 99% of the time. We also have a front counter that is open to our customers Monday – Friday 8:30 am – 4:30 pm. We care about excellent customer service
SAIDI (Avg # hours power interrupted) with Loss of Supply
System Average Interruption Duration Index (SAIDI) SAIDI is an index of system reliability that expresses the average amount of time, per reporting period, supply to a customer is interrupted. It is determined by dividing the total monthly duration of all interruptions experienced by all customers, in hours, by the average number of customers served. SAIDI is expressed as follows: SAIDI = Total customer hours of interruptions / Average number of customers served
SAIFI (Avg # times power interrupted) with Loss of Supply
System Average Interruption Frequency Index (SAIFI) SAIFI is an index of system reliability that expresses the number of times per reporting period that the supply to a customer is interrupted. It is determined by dividing the total number of interruptions experienced by all customers, by the average number of customers served. SAIFI is expressed as follows: SAIFI = Total customer interruptions / Average number of customers served Data Disclaimer – All this data has been obtained from the publicly available Ontario Energy Board Yearbook Data and Scorecard for Ontario LDC. To avoid annual anomalies, we are averaging the last three years of data 2015, 2016, and 2017 have been used. The 2018 data will be available for use in the fall of 2019.
In the electricity sector, the following persons must be licensed by the Ontario Energy Board: distributors; transmitters; generators; retailers; wholesalers; smart sub-meterers; the Independent Electricity System Operator; and the Smart Metering Entity. Section 57(a) of the Ontario Energy Board Act, 1998 provides that no person is permitted to own or operate a distribution system without a licence. Orangeville Hydro must comply with the Ontario Energy Board’s Distribution System Code, Affiliate Relationships Code for Electricity Distributors and Transmitters, Retail Settlement Code, Standard Supply Service Code, and all other conditions as set out in our Licence.