Reflections on a Tumultuous Year and How Canada’s Electricity Companies Stepped Up

Reflections

on a tumultuous year and how Canada’s electricity companies stepped up

- By Diana Dominique -

Director of Customer Council, Canadian Electricity Association

It’s been over a year since lockdowns started in Canada, with restrictions visibly harsher in certain cities and provinces than they are in others. And even though we don’t yet understand the full extent of the pandemic’s effect on society, what we do know is that the impacts are significant and will be with us for a long time to come.

As we all wait for the vaccines to roll out widely and restrictions to be lifted, I’m sure many of us are pondering and reflecting on this last year. As someone who works in the electricity sector, getting behind electricity has always been easy. However, because of this past year, I have fully realized the true value of our grid and the electricity that it delivers to households and businesses across this vast nation.

At the start of the pandemic, our members pivoted rapidly and worked tirelessly to help customers who were most in need. Utilities across Canada launched targeted relief measures and provided funding to community organizations and charities such as United Way and local food banks. Members also proactively reached out to commercial, industrial, and residential customers to offer support, provide flexible payment options, and halted all collections and disconnection activities. For example, Hydro One returned security deposits to help businesses with cash flow issues, and through BC Hydro’s COVID-19 relief fund, eligible residential and small business customers were provided with up to three months of financial relief on their hydro bill.

As the pandemic continues, Canadian utilities are helping with economic recovery. Hydro-Québec has expanded their energy solutions program so Québec businesses can now receive up to twice as much financial assistance as before - up to $3 million per project.

Despite a very difficult year, residential, commercial, and industrial customers saw their utilities in a positive light, according to CEA’s 2020 National survey results. This increase in customer satisfaction could be attributed to external influences, such as the Government of Canada’s handling of the pandemic, but was also due to these direct utility actions.

Resilient, adaptive, and steadfast, Canada’s electric utilities continue to support customers who need it most while contributing to our country’s economic recovery. Because of our sector’s achievements this past year, I believe that we can all feel a bit more optimistic as we move into a post COVID-19 future.