Electricity distributor scorecard

Every year, Ontario electricity distributors report their performance to the Ontario Energy Board (OEB). The scorecard helps customers understand how utilities are performing in areas such as customer service, reliability, safety and cost management.

In 2025, EPCOR met or exceeded most of its performance targets and continued to invest in the local electricity system. Key results included:

• 100% of new residential and small business services connected on time
• 100% of scheduled appointments completed on time
• Nearly 90% of customer calls answered within 30 seconds, well above the OEB target
• 99.8% of customer inquiries resolved on first contact
• 99.99% billing accuracy
• Improved customer satisfaction scores compared with the previous survey period
• Zero serious electrical injuries and full compliance with provincial electrical safety requirements

Some reliability measures increased in 2025 because EPCOR completed infrastructure renewal and upgrade projects that required planned outages to keep crews and the public safe while work was underway. These investments help replace aging equipment, improve system performance and support long-term reliability for customers. EPCOR is continuing to invest in infrastructure renewal, vegetation management and system improvements across its electricity network.

EPCOR continues to invest in the electricity system that serves Collingwood, Creemore, Stayner and Thornbury. In 2025, we completed more than 100% of our planned capital investment program, helping modernize infrastructure, maintain safety and support future growth. We also maintained an above-average efficiency ranking among Ontario electricity distributors for the eleventh year in a row, helping manage costs while continuing to deliver reliable service.

Read our 2025 scorecard.