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Hydro One brings over 400 contact centre employees in-house to improve customer experience

Dec 13, 2017

Contact centres will be run by Hydro One, creating a more seamless, customer-first experience

TORONTO, Dec. 13, 2017 /CNW/ - Hydro One announced today that its contact centre employees, previously contracted out, will be coming back in-house. This will allow contact centre agents to better serve customers by providing a more seamless experience. Hydro One worked collaboratively with two unions, the Power Workers Union (PWU) and The Society of Energy Professionals to enable this transition which will deliver improved service quality, agent flexibility and cost efficiency.

"We are changing the way we do business to bring us even closer to meeting our customers' expectations," said Ferio Pugliese, Executive Vice President, Customer Care and Corporate Affairs, Hydro One. "Our contact centres are one of our greatest points of contact with our valued customers so ensuring that they receive the best service is our priority.  We are listening to our customers and by bringing this service in-house, we will be better equipped to respond to their needs."

The centres are currently operated by a third-party on a contract that expires on February 28, 2018 and will not be renewed. The contact centers are based in Markham and London, Ontario, and they employ more than 400 individuals, handling two million calls per year. By coming back into the organization, the agents will have access to ongoing development opportunities and will play a large part in advancing Hydro One's renewed service culture.

Hydro One previously operated the contact centres across the province until it outsourced the operations function more than 15 years ago. Pugliese added that Hydro One is bringing the customer experience to the core of everything it does, and with this move customers can be assured they are now connecting directly with Hydro One agents, service leaders and decision makers who will be better equipped to serve them. 

There will be no service disruption to customers during the transition which will be completed by the end of February 2018 and rates will not be affected. 

About Hydro One Inc.:

Hydro One Inc. is a fully owned subsidiary of Hydro One Limited and Ontario's largest electricity transmission and distribution provider with more than 1.3 million valued customers, $25 billion in assets and annual revenues of over $6.5 billion. Our team of 5,500 skilled and dedicated employees proudly and safely serves suburban, rural and remote communities across Ontario through our 30,000 circuit km high-voltage transmission and 123,000 circuit km primary distribution networks. Hydro One is committed to the communities we serve, and has been rated as the top utility in Canada for its corporate citizenship, sustainability, and diversity initiatives. We are one of only five utility companies in Canada to achieve the Sustainable Electricity Company designation from the Canadian Electricity Association. We also provide advanced broadband telecommunications services on a wholesale basis utilizing our extensive fibre optic network. Hydro One Limited's common shares are listed on the Toronto Stock Exchange (TSX: H). For more information about everything Hydro One, please visit

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SOURCE Hydro One Inc.

For further information: contact Hydro One Media Relations 24 hours a day at 1-877-506-7584 (toll-free in Ontario only) or 416-345-6868.