{"id":20021,"date":"2016-09-09T00:01:38","date_gmt":"2016-09-09T04:01:38","guid":{"rendered":"https:\/\/huntsville.dopperonline.ca\/?p=20021"},"modified":"2016-09-09T08:08:32","modified_gmt":"2016-09-09T12:08:32","slug":"residents-frustrated-angry-and-fed-up-with-hydro-one","status":"publish","type":"post","link":"https:\/\/doppleronline.ca\/huntsville\/residents-frustrated-angry-and-fed-up-with-hydro-one\/","title":{"rendered":"Residents frustrated, angry and fed up with Hydro One"},"content":{"rendered":"

About 60 Huntsville-area residents showed up at the Algonquin Theatre last night (September 8) to express their displeasure with electricity supplier Hydro One at a forum with Hydro One Ombudsman Fiona Crean and Parry Sound-Muskoka MPP Norm Miller. Miller was there to address and collect policy-related concerns to take back to Queen’s Park while Crean responded to complaints about the company itself.<\/p>\n

Miller launched the forum by saying that electricity is the biggest issue he hears about in his constituency office, particularly regarding rates, delivery charges, affordability and smart meters. He then turned the microphone over to Crean so that she could clarify for the audience what the role of the Hydro One Ombudsman is: ensuring that the customer is treated fairly by the services of Hydro One. Hers is an office of last resort after you’ve exhausted attempts at a solution with the company.<\/p>\n

If you’ve got a beef, if you’ve got a problem or a complaint, you need to call the company first. Give them a chance to explain why they’ve done what they’ve done or correct the error… Then if you remain dissatisfied you can come and complain to the Ombudsman’s office.
\nFiona Crean, Hydro One Ombudsman<\/cite><\/p><\/blockquote>\n

She noted that there are two exceptions: if you get no reply or explanation from Hydro One, or if there is a particularly vulnerable person involved – a senior with dementia for example – complaints can go direct to the ombudsman’s office.<\/p>\n

<\/broadstreet-zone><\/strong><\/div>\n

The pair then opened the floor for questions.<\/p>\n

Many of the comments were strikingly similar in tone: people are frustrated, angry and fed up with their Hydro One bills, the service – or lack of it – received when they’ve complained to the company and the lack of transparency and consistency in how they are billed for Hydro One’s electricity services.<\/p>\n

Delivery charges<\/strong><\/h6>\n

One of the most cited frustrations was with delivery charges<\/a><\/span> and the service types used to determine them – residents in low density areas pay almost double those in high density areas do, and often the delivery charges are significantly more than the energy use portion of the bill.<\/p>\n

But as one woman noted, it’s not a consistent determination. She’s on a different line than her neighbour directly across the highway and pays a higher delivery rate charge as a result. Her exceedingly high hydro bills have caused her to put her house up for sale.<\/p>\n

I feel like we are not customers of Hydro One, we are hostages… We have no choice. Why is there no competition?
\nHydro One customer, to applause from the audience<\/cite><\/p><\/blockquote>\n

Miller acknowledged that affordability of electricity is an issue and a big concern in Parry Sound-Muskoka where the average income is below that of the provincial average. He referenced the Ontario Auditor General’s 2015 report (see the PDF here<\/a><\/span>) to say that consumers are paying for waste in the electricity system including higher costs for renewable energy electricity projects and the cost of cancelled projects.<\/p>\n

Smart meters<\/h6>\n

Hydro One’s smart meters were another common complaint. Some noted that their electricity bills rose significantly after the introduction of the meters. Another said that, with Hydro One usually replying that the meters are always right, she’d like to know how consumers can check for themselves how accurate their readings are. One woman took the extreme step of unplugging everything in her house for days to determine the effect on her readings – she said there was none.<\/p>\n

Crean noted that smart meter data is transmitted via a wireless communication network and that “nine times out of 10 when people say their smart meter isn’t working it actually isn’t a problem of the meter it’s a problem of communicating. If you’re not satisfied with the company’s answers, you need to call us about that.”<\/p>\n

One man, who said he works in the industry, suggested that the new digital meters are actually reading both sides of the circuit, effectively double-billing the consumer. He said he has contacted Miller’s office who has passed along his concerns, “to an office that wouldn’t acknowledge that there’s an issue with the meters.”<\/p>\n

Critical customers<\/strong><\/h6>\n

A woman in the audience noted that there are many people who are disabled or have medical equipment that relies on electricity and expressed concern that those among them on fixed incomes were at increased risk if they couldn’t pay their Hydro One bills.<\/p>\n

Crean mentioned the existence of a “vital signs form” that can be completed by a customer’s doctor and which would flag them as critical customers whose power could not be disconnected. A physician in the audience who works with patients in palliative care said she had never been asked to complete a form and suggested that many people don’t know it exists.<\/p>\n[Doppler could find no mention of the form or a related policy on the Hydro One website. Contact Hydro One’s customer service department if this situation describes you (and the ombudsman’s office if you don’t receive a satisfactory reply).]\n

More information<\/h6>\n

There were many more questions and complaints at the forum than can be noted here, and answers are still pending for some. Multiple times Crean requested the name and phone number of speakers in the audience so that she could follow up for more information, as their specific questions and complaints were more complex than could be addressed at the forum.<\/p>\n

For more information on the role of the Hydro One Ombudsman and to learn how to submit a complaint, visit www.HydroOneOmbudsman.com<\/a><\/span>. Questions and comments on policy issues can be directed to MPP Norm Miller’s office at norm.miller@pc.ola.org.<\/p>\n

The Office of the Hydro One Ombudsman opened in March of 2016. Following a new law passed in the fall of 2015, Crean was appointed by Hydro One\u2019s independent Board of Directors to be its first Ombudsman.<\/p>\n

Don’t miss out on Doppler! Sign up for our free, twice-weekly newsletter here<\/a><\/span>.<\/strong><\/p>\n

<\/broadstreet-zone><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

About 60 Huntsville-area residents showed up at the Algonquin Theatre last night (September 8) to express their displeasure with electricity supplier Hydro One at a forum with Hydro One Ombudsman […]<\/p>\n","protected":false},"author":1903,"featured_media":20023,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[10],"tags":[26],"class_list":["post-20021","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-breaking"],"acf":[],"yoast_head":"\nResidents frustrated, angry and fed up with Hydro One - Huntsville Doppler<\/title>\n<meta name=\"description\" content=\"About 60 Huntsville-area expressed their displeasure with Hydro One at a forum with Hydro One Ombudsman Fiona Crean and Parry Sound-Muskoka MPP Norm Miller.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/doppleronline.ca\/huntsville\/residents-frustrated-angry-and-fed-up-with-hydro-one\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Residents frustrated, angry and fed up with Hydro One - 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