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Hydro has some ‘splainin’ to do


As if I weren’t confused enough already by Ontario Hydro changing their name to Enersource, OPG, Hydro One or whatever, now they’ve gone and done it again! The geniuses who run What’s-its-name have now decided to call themselves Alectra Utilities. It surely has something to do with trying to escape the negative perception of their brand in the market, otherwise, would someone please explain to me why they’re doing it again. Perhaps it gives them more nefarious channels to use for hiding fiscal mismanagement and reaming their customers. I finally just managed to sort out my gas bill from my hydro bill. In case you have the same problem—my gas bill comes under the name Enercare and my hydro bill is called Enersource. I’m not a stupid person but I’m probably not the only one who had to write that down to keep them straight.

As a retired Marketing Manager for a major corporation ($2 billion in new work annually) I have a working grasp of the concept, practicalities and costs involved in changing a brand’s name and logo. Lard thunderin’ jeasus! What are these people doing? Apparently, it’s to amalgamate several company names under one banner. Could they not have thought of this in the first place? We’re all doing our laundry on Saturdays and Sundays or off-hours in the middle of the night, turning off lights and lowering our thermostats to conserve energy and costs while the fat cats at What’s-its-name spend like drunken sailors.

How many Hydro workers does it take to screw in a light bulb? It’s no joke.

We’ve all seen hydro workers in the field. They’re easily recognizable—one person working in a bucket at the top of a pole while six others stand around on the ground with a cup of Timmie’s double/double in their hands. I’m not suggesting this could be part of the reason our hydro bills are so high, or am I? A friend worked in middle management at What’s-its-name for several years and reaching a point when she could no longer stand to be part of an organization that has no concept of controlling overheads or of management accountability, she left. Her stories were horrifying for those of us who toiled in the private sector.

Then, this morning came the pièce de résistance. I received an email from a company called (in case you’re still following this) Alectra Utilities. It’s a customer survey wanting to know my opinion on their operations. I completed the survey which was interspersed with pages of graphs and charts which 98% of people won’t read. The questions are cleverly skewed to justify their excesses and mismanagement. Here’s an example:

Now? You’re asking ME?

Thinking about Enersource’s forecasted plan for replacing aging infrastructure, which of the following statements best represents your point of view?

  • Enersource should look at the long-term health of the system and proactively spend what is needed to ensure costs are spread out evenly over time – even if that means higher rates.
  • Enersource should spend only what is needed to maintain system reliability – even if that means from year to year there may be fluctuations in the rate of capital investment.
  • Enersource should focus on keeping rates as low as possible in the near-term and only spend the bare minimum on replacing aging infrastructure – even if that means higher replacement costs in the future.
  • Don’t know

Here’s a link to the full survey in case you’re interested: http://surveys.alectracustomerfeedback.com/SE/1/survey01/

Ding dong. This isn’t a customer survey. It’s propaganda—thinly veiled permission to continue feeding the fat cat and justify decisions that What’s-its-name’s managers are being paid the mega-bucks to make on our behalf. I ticked off “Don’t Know” for most of the answers because that’s their job, although if they were doing it in the private sector, they’d be fired. Ticking off those innocuous little boxes could never begin to accurately convey what this customer really thinks. As if anyone listens, or cares.

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