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Customer Relations

Hydro One values its relationship with its LDC customers. We know your needs are unique to you and your community. Your challenges require timely, thoughtful and well-executed solutions.

To help you find the solutions and information you need, we've assigned a dedicated Account Executive to act as your main point of contact. Your Account Executive will work closely with you to understand your business and needs. They are well-informed on Hydro One's practices, policies and current industry issues and act as your voice within our company to ensure we deliver on our promises.

• Connection Agreements
• Proposed Customer Delivery Point Performance Standards Amendment

Have a question, concern or would like to initiate a new connection project on our transmission system? Contact one of our Account Executives.

Connection Agreements

The market rules and the Transmission System Code require LDCs directly connected to the transmission system at 115kV or 230kV to enter into a connection agreement with their transmitter. This also applies to any customer connecting directly to the low-voltage side of a Hydro One Networks transmission system transformer station.

The information required to complete a connection agreement includes:

• Connection point descriptions
• System planning data
• Updated operations protocols
• Verification that connected equipment meets code requirements

For market rules, visit the Web site for the Independent Electricity System Operator (IESO)

If you have any Connection Agreement or general contract questions, please contact your Hydro One Account Executive.

Distribution Connected Customers

LDCs, as market participants connected to Hydro One's distribution system, are required to enter into a Distribution Connection Agreement as defined in the Distribution System Code. The Code is available at the OEB Web site.

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Proposed Customer Delivery Point Performance Standards Amendment

In accordance with Section 2.5 of the Transmission System Code, Hydro One Networks Inc. (Networks) filed its Customer Delivery Point Performance Standards (CDPPS) with the Ontario Energy Board (OEB) in April 2002. Customer feedback received since this filing indicates a concern about Networks maintaining the existing performance levels for customers that are currently within the CDPPS. In other words, while addressing performance “outliers,” the concern was that Networks might allow the historical delivery point performance to deteriorate.

In response to this feedback, Networks proposes to append the existing CDPPS to address these customer concerns with a new performance standard criterion. The proposed amendment reflects Networks’ commitment to customers of meeting their electrical service expectations by driving the planning, maintaining and operating of transmission assets to reduce the risk of power interruptions.

Networks has stakeholdered the proposed amendment with customers through two Web Conferences. Networks will finalize the amendment prior to filing it with the Ontario Energy Board on August 13, 2004. The finalized amendment will be posted on our Web site and a communication will be sent out to customers.

The following documents have been attached for review:

• CDPPS Amendment Proposal (PDF 203 KB)
• CDPPS Amendment Proposal - Presentation (PDF 233 KB)
• Feedback Form

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