Achieving top-quartile customer satisfaction while maintaining an effective cost structure is our customer service objective. In 2018, 86 per cent of customers surveyed reported overall satisfaction. We are proud of this achievement; excellence in customer care is among our top priorities.
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). ENMAX continues to place in the top quartile across Canada per the Canadian Electricity Association reports. Our 2018 results are as follows:
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At ENMAX, safety is a core value and our highest priority. Our ultimate objective is to have an injury free workplace. This is aligned with our Shareholder’s Sustainability Direction for a safe and resilient community. ENMAX measures our Total Recordable Injury Frequency (TRIF) rate to track our safety performance. TRIF represents the number of recordable injuries per 100 employees on an annualized basis that includes injuries that result in medical treatment beyond first aid, restricted work arrangements and/or time away from work. The lower the TRIF, the better our safety performance. TRIF factors in lost time, medical aids and injuries that result in restricted work. In 2018 we achieved a TRIF of 0.71 that reflects 11 recordable injuries. ENMAX rewards employees for their role in keeping ENMAX safe, with our TRIF being one of three Corporate measures for our Annual Variable Pay Program.
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 our Shareholder's Sustainability Direction for an engaged and empowered community.
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We believe in measuring our impact and creating value in our community contributions and achieved our 2018 CR objective for Community Investment to ensure the percentage of our pre-tax profits invested in charitable and non-profit organizations meets the Imagine Canada criteria of one per cent over a five-year rolling average.
With our energy portfolio of natural gas and renewables 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 0.37 tCO2e/MWH.
Customers are free to purchase natural gas services or electricity services from a retailer of their choice. For a list of retailers, visit ucahelps.alberta.ca or call 310-4822 (toll free in Alberta).
For payment arrangement setup/modifications please call 310-3010.
For water/waste/recycling please call 310-2010.
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