Achieving top-quartile customer satisfaction while maintaining an effective cost structure is our customer service objective. In 2016, 82 per cent of customers surveyed reported that they were “very satisfied” which places us in the top quartile of comparable North American energy companies. We are proud of this achievement; excellence in customer care is among our top priorities.
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Reliability is critical to customer satisfaction and welfare. Ensuring excellent reliability is part of our core strategy to continue to provide safe, reliable and cost-effective transmission and distribution services to Calgarians while meeting the challenges of our growing and expanding city. To track our reliability performance, we monitor the average number of power service interruptions of one minute or more experienced by a customer in a year (System Average Interruption Frequency Index - SAIFI) and the average duration of a power service interruption experienced by a customer throughout a year (System Average Interruption Duration Index - SAIDI). In 2015, ENMAX ranked in the top quartile across Canada per the Canadian Electricity Association reports. The 2016 results are as follows:
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ENMAX monitors our Total Recordable Injury Frequency (TRIF) rate on a monthly basis to track our safety performance. TRIF represents the percentage of our workforce that is injured over a specific period of time. The lower the TRIF, the better our safety performance. TRIF factors in lost time, medical aids and injuries that result in restricted work. This aim supports the city's goal in its 2020 Sustainability Direction for a safe and resilient community. Our target is to achieve a TRIF of less than 1.0 each year for the next five years. Unfortunately we did not achieve this target in 2015 with a TRIF result of 1.39. We took diligent steps to improve our results in 2016, and saw a 36 per cent reduction in recordable injuries and a TRIF of 1.00. ENMAX rewards employees for their role in keeping ENMAX safe, with one out of our three Corporate KPIs based on the Total Recordable Injury Frequency (TRIF).
The Alberta Utilities Commission (AUC) mandates stakeholder engagement for transmission and generation projects. ENMAX strives to exceed AUC requirements because we believe transparent, two-way dialogue helps reach a mutually beneficial outcome. We take a proactive, consultative approach, contacting potential stakeholders in advance of all construction or upgrade projects. These efforts align with The City's goal in its 2020 Sustainability Direction for an engaged and empowered community. Our target is to have no compliance issues under AUC Rule 007, a rule that mandates a participant involvement program for substations and transmission lines. We achieved that goal in 2016.
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Through our commitments as an Imagine Canada Caring Company, ENMAX invests a minimum of one per cent of pre-tax profits in the Alberta community on a five year rolling average basis. In 2016, according to the Imagine Canada criteria, our investment was 2.31 per cent of our pre-tax profits.
In 2016 we achieved our target to reduce the GHG intensity of our portfolio to 10 per cent below 2005 levels by 2020, reaching an intensity of 0.328 tCO2e/MWH. This target aligns with The City's goal, as outlined in its 2020 Sustainability Direction for a Sustainable Environment.
Read about our Compliance to the provincial Specified Gas Emitters Regulation (SGER)
All customers are free to purchase natural gas services from the default supply provider or from a retailer of their choice and to purchase electricity services from the regulated rate provider or from a retailer of their choice. The delivery of natural gas and electricity to you is not affected by your choice. If you change who you purchase natural gas services or electricity services from, you will continue receiving natural gas and electricity from the distribution company in your service area. For a current list of retailers you may choose from, visit www.ucahelps.alberta.ca or call 310-4822 (toll free in Alberta).
You can also get in touch with us at 310-2010.
We're working on our Live Chat and phone systems, and hope to have them restored soon.
We're working on Live Chat, and hope to have it restored soon.