Hydro One responds to poor public service accusations

By Ontario Ombudsman/Hydro One Inc.


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TORONTO, ONTARIO -- The Ontario Ombudsman André Marin has accused Hydro One of “extorting” their customers by sending out letters this winter threatening to cut off electricity to customers late in paying their bills—even though it’s against company policy. The Ontario Ombudsman is an independent officer of the Legislature who, on behalf of the public, investigates complaints about the province's government services.

In response to the Ombudsman's media briefing earlier today, Hydro One provided the following update to the media.

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Significant improvements have been made since the implementation of the Company's new customer information system in May 2013 a change which led to billing issues for about 6 of its 1.3 million customers. The Company is committed to continue to work with the Ombudsman to resolve all issues brought forward. Any customer who experienced a billing disruption as a consequence of our new billing system implementation has been excluded from the collections process for a year.

Customers with incorrect bills will not receive disconnection notices.

"We have come a long way. In the past year, we have restored service levels at our call centre and performance of our billing system to levels higher than before the transition to our new billing system two years ago," said Carm Marcello, President and CEO, Hydro One. "Our relationship with our customers goes far beyond the bill. With the technical issues behind us, we are now revisiting all of our customer interactions with the goal of transforming our business into a truly customer caring organization."

Recently, the Ombudsman also referenced our disconnection process:

- Hydro One is reviewing and revising its disconnection communications to ensure that they are a clear and accurate reflection of our policies and easy for our customers to understand. We will work with the Ombudsman to resolve this issue.

- Disconnection is always a last resort.

- We do not disconnect during the winter months.

- Regardless of the time of year, we do communicate with customers to encourage them to keep their accounts current.

- Hydro One's process for working with customers in arrears has multiple stages and notifications to make customers aware of the actions they can take to keep their accounts current.

- We also inform them of the help and programs that are available if they are in financial difficulty.

- Managing credit and collections processes is about striking the right balance between compassion for individual hardship and fairness for all customers.

- Hydro One has brought in a North American expert on credit and collections to analyze our practices and make recommendations. His initial assessment is that Hydro One's collections practices are consistent with electric utility industry, but Hydro One provides customers with more time and leeway to manage their accounts than is typical in the industry.

- We hear the Ombudsman's concerns and Hydro One would like to sit down with him and write the disconnection letter to his satisfaction.

At this time, Hydro One's customer service operations and billing system are performing well. As of today, the Company has:

- Completed 99 of the 3,395 complaints received from the Ombudsman's office. The Ombudsman's office has told Hydro One that the remaining 6,005 complaints will not be transferred to Hydro One.

- Reduced the number of customers who have not received a bill for a prolonged period of time: less than 0.1: improved from 5 475 from 53,495.

- Reduced the number of customers who have received only estimated bills for a prolonged period of time: 0.4 from 3 4,681 from 30,899.

- Improved first call resolution to 85 from 75.

- Communicated with more than 60,000 customers through three teletownhalls and an online survey seeking their advice on how to improve service.

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Iran supplying 40% of Iraq’s need for electricity

Iran Electricity Exports to Iraq address power shortages and blackouts, supplying 1,200-1,500 MW and gas for 2,500 MW, amid sanctions, aging grid losses, rising peak demand, and TAVANIR plans to expand cross-border energy capacity.

 

Key Points

Energy flows from Iran supply Iraq with 1,200-1,500 MW plus gas yielding 2,500 MW, easing shortages and blackouts.

✅ 1,200-1,500 MW direct power; gas adds 2,500 MW generation

✅ Iraq exempt on Iranian gas, but faces US pressure

✅ Aging grid loses 25%; $30B upgrades needed

 

“Iran exports 1,200 megawatts to 1,500 megawatts of electricity to Iraq per day, reflecting broader regional power trade dynamics, as Iraq is dealing with severe power shortages and frequent blackouts,” Hamid Hosseini said.

As he added, Iran also exports 37 million to 38 million cubic meters of gas to the country, much of it used in combined-cycle power plants to save energy and boost generation.

On September 11, Iraq’s electricity minister, Luay al Khateeb, said the country needs Iranian gas to generate electricity for the next three or four years, as energy cooperation discussions continue between Baghdad and Tehran.

Iraq was exempted from sanctions concerning Iranian gas imports; however, the U.S. has been pressing all countries to stop trading with Tehran.

Iraq's population has been protesting to authorities over power cuts. Iran exports 1,200 megawatts of direct power supplies and its gas is converted into 2,500 MW of electricity. According to al Khateeb, the current capacity is 18,000 MW, with peak demand of 25,000 MW possible during the hot summer months when consumption surges, a figure that rises every year.

Any upgrades would need investment of at least $30 billion, with grid rehabilitation efforts underway to modernize infrastructure, as the grid is 50 years old and loses 25 percent of its capacity due to Isis attacks.

In late July, Managing Director of Gharb (West) Regional Electricity Company Ali Asadi said Iran has high capacity and potential to export electricity up to twofold of the current capacity to neighboring Iraq, as it eyes transmitting electricity to Europe to serve as a regional hub as well.

He pointed to the new strategy of Iran Power Generation, Transmission & Distribution Management Company (TAVANIR) for increasing electricity export to neighboring Iraq and reiterated, “the country enjoys high potential to export 1,200 megawatts electricity to neighboring Iraq,” while Iraq is also exploring nuclear power plants to tackle electricity shortages.

 

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WY Utility's First Wind Farm Faces Replacement

Foote Creek I Wind Farm Repowering upgrades Wyoming turbines with new nacelles, towers, and blades, cutting 68 units to 12 while sustaining 41.6 MW, under PacifiCorp and Rocky Mountain Power's Energy Vision 2020 plan.

 

Key Points

Replacement at Foote Creek Rim I, cutting to 12 turbines while sustaining about 41.6 MW using modern 2-4.2 MW units.

✅ 12 turbines replace 68, output steady near 41.6 MW

✅ New nacelles, towers, blades; taller 500 ft turbines

✅ Part of PacifiCorp Energy Vision 2020 and Gateway West

 

A Wyoming utility company has filed a permit to replace its first wind farm—originally commissioned in 1998, composed of over 65 turbines—amid new gas capacity competing with nuclear in Ohio, located at Foote Creek Rim I. The replacement would downsize the number of turbines to 12, which would still generate roughly the same energy output.

According to the Star Tribune, PacifiCorp’s new installation would involve new nacelles, new towers and new blades. The permit was filed with Carbon County.

 

New WY Wind Farm

The replacement wind turbines will stand more than twice as tall as the old: Those currently installed stand 200 feet tall, whereas their replacements will tower closer to 500 feet. Though this move is part of the company’s overall plan to expand its state wind fleet as some utilities respond to declining coal returns in the Midwest, the work going into the Foote Creek site is somewhat special, noted David Eskelsen, spokesperson for Rocky Mountain Power, the western arm of PacifiCorp.

“Foote Creek I repowering is somewhat different from the repowering projects announced in the (Energy Vision) 2020 initiative,” he said. “Foote Creek is a complete replacement of the existing 68 foundations, towers, turbine nacelles and rotors (blades).”

Currently, the turbines at Foote Creek have 600 kilowatts capacity each; the replacements’ maximum production ranges from 2 megawatts to 4.2 megawatts each, with the total output remaining steady at 41.4 megawatts, a scale similar to a 30-megawatt wind expansion in Eastern Kings, though there will be a slight capacity increase to 41.6 megawatts, according to the Star Tribune.

As part of the wind farm repowering initiative, PacifiCorp is to become full owner and operator of the Foote Creek site. When the farm was originally built, an Oregon-based water and electric board was 21 percent owner; 37 percent of the project’s output was tied into a contract with the Bonneville Power Administration.

Otherwise, PacifiCorp is moving to further expand its state wind fleet in line with initiatives like doubling renewable electricity by 2030 in Saskatchewan, with the addition of three new wind farms—to be located in Carbon, Albany and Converse counties—which may add up to 1,150 megawatts of power.

According to PacifiCorp, the company has more than 1,000 megawatts of owned wind generation capability, along with long-term purchase agreements for more than 600 megawatts from other wind farms owned by other entities. Energy Vision 2020 refers to a $3.5 billion investment and company move that is looking to upgrade the company's existing wind fleet with newer technology, adding 1,150 megawatts of new wind resources by 2020 and a a new 140-mile Gateway West transmission segment in Wyoming, comparable to a transmission project in Missouri just energized.

 

 

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Sub-Saharan Africa has a huge electricity problem - but with challenge comes opportunity

Sub-Saharan Africa Energy Access faces critical deficits; SDG7, clean energy finance, off-grid solar, and microgrids drive electrification for health, education, and economy amid World Bank and IEA efforts to expand reliable, affordable power.

 

Key Points

Reliable, affordable power in sub-Saharan Africa via renewables, off-grid solar, and SDG7-led electrification.

✅ SDG7 targets universal, modern energy access by 2030

✅ Off-grid solar and microgrids boost rural electrification

✅ Health, education, and business depend on reliable power

 

Sub-Saharan Africa has an electricity problem. While the world as a whole has made great strides when it comes to providing access to electricity and moving toward universal electricity access worldwide (the world average is now 90 per cent with access, up from 83 per cent in 2010), southern and western African states still lag far behind.

According to Tracking SDG7: The Energy Progress Report, produced by a consortium of organisations including the World Bank, the International Energy Agency and the World Health Organization, 759 million people were without electricity in 2019 and threequarters of them were based in sub-Saharan Africa. At just seven per cent, South Sudan had the lowest access figures; Chad, Burundi and Malawi were only marginally higher. What’s more, due to a combination of factors, the situation is getting worse. In total, the region’s access deficit increased from 556 million people in 2010 to 570 million people in 2019.

These days, being without electricity has an impact on every sphere of life. The Covid-19 pandemic only served to put this into sharper relief. Intermittent electricity meant vaccination doses that rely on cold storage were impossible to deliver and, as more than 70 per cent of the health facilities in sub-Saharan Africa have no access to reliable electricity, the problem was vast. But even without a global pandemic, having no power stymies opportunity in every field, from education to economics.

French photojournalist Pascal Maitre, who has spent much of his career writing about sub-Saharan Africa, wanted to document the problems faced by people in areas with no electricity. He thought particularly carefully about the location for his project. ‘First, I was thinking I could take images in the Democratic Republic of the Congo,’ he says. ‘But then I thought that if you chose a place that has war, it’s logical that electricity won’t really work. So, instead, I wanted to find a place that is quite stable. I decided to go to Benin, where they have a democracy. It is a good example of a country that’s not in really bad shape but where they still have this problem. Also, I didn’t want to go to a place that is very remote, where it is normal not to have good service. So I decided to go to a place around 50 kilometres from the capital that you can get to by road.’

Maitre visited several villages in the region, as well as making trips to Chad and Senegal, and encountered the full range of limitations engendered by the power shortage. From teachers struggling to conduct lessons in the dark to midwives forced to work with only the weak light from a phone, the situation was clearly unacceptable. ‘People were very, very, very upset,’ he says. ‘I conducted a lot of interviews in different villages and lack of electricity touches education, economy, business, security and also emigration, because people have to move to big cities or maybe to Europe to get jobs.’

Where once the situation might have been accepted as the norm, people today are fully aware of the ways in which they are held back by the lack of power. As Maitre remembers: ‘A guy said to me one day, “Do you think it is normal that last time my wife delivered a baby, the midwife had to hold her phone between her teeth in order to see what she was doing?” You feel very frustrated.’ He adds that the fact that most people now have mobile phones only highlights the hardship. ‘Before, maybe it was not so frustrating. But now, most of these people have cellphones. The cellphone company puts antennae everywhere so the phones work, but people cannot recharge their phones. They have to go to the market, where someone will come with a generator to recharge.’

Governments and global organisations are very aware of the problem across the world as a whole. Sustainable Development Goal 7 (SDG7) – one of the 17 goals set out in 2015 by the United Nations General Assembly – was designed to ensure universal access to affordable, reliable, sustainable and modern energy by 2030, underscoring the push for clean, affordable and sustainable electricity for all by 2030. As part of this goal, international financial flows to developing countries in support of clean energy reached US$17 billion in 2018. As a result, some areas have seen huge improvement. According to the Energy Progress Report, in Latin America and the Caribbean, and in Eastern and South-Eastern Asia, the advance of electrification has been enough to approach universal access. By 2019, in Western Asia and North Africa, and Central and South Asia, 94 and 95 per cent of the population respectively had access to electricity.

But these statistics only serve to emphasise just how bad the situation is in sub-Saharan Africa, where electricity systems are unlikely to go green this decade according to several analyses. As the report states: ‘While renewable energy has demonstrated remarkable resilience during the pandemic, the unfortunate fact is that gains in energy access throughout Africa are being reversed: the number of people lacking access to electricity is set to increase in 2020, making basic electricity services unaffordable for up to 30 million people who had previously enjoyed access.’

The small silver lining is that if the situation is dealt with properly, the region could build a renewable-energy system from the ground up, rather than having to undergo the costly and complex transitions underway in developed countries. In rural areas, small-scale or off-grid renewable systems (mostly solar) are expected to play an important role, as highlighted by a recent IRENA report on decarbonisation, in increasing access. In fact, solar panels are already used in many areas. In 2019, 105 million people had access to off-grid solar solutions, up from 85 million in 2016, and almost half lived in sub-Saharan Africa, with 17 million in Kenya and eight million in Ethiopia.

Rachel Kyte is currently serving as the 14th dean of the Fletcher School at Tufts University in the USA, but her CV is long. She was previously CEO of the UN-affiliated Sustainable Energy for All (SeforALL), as well as the World Bank Group vice president and special envoy for climate change, leading the run-up to the Paris Agreement. According to her, a focus on renewables is absolutely essential, both for wider efforts to tackle climate change, with some advocating a fossil fuel lockdown to drive a climate revolution, but also for the people of sub-Saharan Africa. ‘The fossil fuel industry has said it will just extend the centralised fossil-fuel power systems that we have today to reach these people,’ she says.

 

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Hydro Quebec to increase hydropower capacity to more than 37,000 MW in 2021

Hydro Quebec transmission expansion aims to move surplus hydroelectric capacity from record reservoirs to the US grid via new interties, increasing exports to New England and New York amid rising winter peak demand.

 

Key Points

A plan to add capacity and intertie links to export surplus hydro power from Quebec's reservoirs to the US grid.

✅ 245 MW added in 2021; portfolio reaches 37,012 MW

✅ Reservoirs at unprecedented levels; export potential high

✅ Lacks US transmission; working on new interties

 

Hydro Quebec plans to add an incremental 245 MW of hydro-electric generation capacity in 2021 to its expansive portfolio in the north of the province, while Quebec authorized nearly 1,000 MW for industrial projects across the region, bringing the total capacity to 37,012 MW, an official said Friday

Quebec`s highest peak demand of 39,240 MW occurred on January 22, 2014.

A little over 75% of Quebec`s population heat their homes with electricity, Sutherland said, aligning with Hydro Quebec's strategy to wean the province off fossil fuels over time.

The province-owned company produced 205.1 TWh of power in 2017 and its net exports were 34.4 TWh that year, while Ontario chose not to renew a power deal in a separate development.

Sutherland said Hydro Quebec`s reservoirs are currently at "unprecedented levels" and the company could export more of its electricity to New England and New York, but faces transmission constraints that limit its ability to do so.

Hydro Quebec is working with US transmission developers, electric distribution companies, independent system operators and state government agencies to expand that transmission capacity in order to delivery more power from its hydro system to the US, Sutherland said.

Separately, NB Power signed three deals to bring more Quebec electricity into the province, reflecting growing regional demand.

The last major intertie connection between Quebec and the US was completed close to 30 years ago. The roughly 2,000 MW capacity transmission line that connects into the Boston area was completed in the late 1990s, according to Hydro Quebec spokeswoman Lynn St-Laurent.

 

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A new nuclear reactor in the U.S. starts up. It's the first in nearly seven years

Vogtle Unit 3 Initial Criticality marks the startup of a new U.S. nuclear reactor, initiating fission to produce heat, steam, and electricity, supporting clean energy goals, grid reliability, and carbon-free baseload power.

 

Key Points

Vogtle Unit 3 Initial Criticality is the first fission startup, launching power generation at a new U.S. reactor.

✅ First new U.S. reactor to reach criticality since 2016

✅ Generates carbon-free baseload power for the grid

✅ Faced cost overruns and delays during construction

 

For the first time in almost seven years, a new nuclear reactor has started up in the United States.

On Monday, Georgia Power announced that the Vogtle nuclear reactor Unit 3 has started a nuclear reaction inside the reactor as part of the first new reactors in decades now taking shape at the plant.

Technically, this is called “initial criticality.” It’s when the nuclear fission process starts splitting atoms and generating heat, Georgia Power said in a written announcement.

The heat generated in the nuclear reactor causes water to boil. The resulting steam spins a turbine that’s connected to a generator that creates electricity.

Vogtle’s Unit 3 reactor will be fully in service in May or June, Georgia Power said.

The last time a nuclear reactor reached the same milestone was almost seven years ago in May 2016 when the Tennessee Valley Authority started splitting atoms at the Watts Bar Unit 2 reactor in Tennessee, Scott Burnell, a spokesperson for the Nuclear Regulatory Commission, told CNBC.

“This is a truly exciting time as we prepare to bring online a new nuclear unit that will serve our state with clean and emission-free energy for the next 60 to 80 years,” Chris Womack, CEO of Georgia Power, said in a written statement. 

Including the newly turned-on Vogtle Unit 3 reactor, there are currently 93 nuclear reactors operating in the United States and, collectively, they generate 20% of the electricity in the country, although a South Carolina plant leak recently showed how outages can sideline a unit for weeks.

Nuclear reactors, which help combat global warming and support net-zero emissions goals, generate about half of the clean, carbon-free electricity generated in the U.S.

Most of the nuclear power reactors in the United States were constructed between 1970 and 1990, but construction slowed significantly after the accident at Three Mile Island near Middletown, Pennsylvania, on March 28, 1979, even as interest in next-gen nuclear power has grown in recent years. From 1979 through 1988, 67 nuclear reactor construction projects were canceled, according to the U.S. Energy Information Administration.

However, because nuclear energy is generated without releasing carbon dioxide emissions, which cause global warming, the increased sense of urgency in responding to climate change has given nuclear energy a chance at a renaissance as atomic energy heats up again globally.

The cost associated with building nuclear reactors is a major barrier to a potential resurgence in nuclear energy, however, even as nuclear generation costs have fallen to a ten-year low. And the new builds at Vogtle have become an epitome of that charge: The construction of the two Vogtle reactors has been plagued by cost overruns and delays.
 

 

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European gas prices fall to pre-Ukraine war level

European Gas Prices hit pre-invasion lows as LNG inflows, EU storage gains, and softer oil markets ease the energy crisis, while recession risks, windfall taxes, and ExxonMobil's challenge shape demand and policy.

 

Key Points

European gas prices reflect supply, LNG inflows, storage, and policy, shaping energy costs for households and industry.

✅ Month-ahead hit €76.78/MWh, rebounding to €85.50/MWh.

✅ EU storage 83.2% filled; autumn peak exceeded 95%.

✅ Demand tempered by recession risks; LNG inflows offset Russian cuts.

 

European gas prices have dipped to a level last seen before Russia launched its invasion of Ukraine in February, after warmer weather across the continent eased concerns over shortages and as coal demand dropped across Europe during winter.

The month-ahead European gas future contract dropped as low as €76.78 per megawatt hour on Wednesday, the lowest level in 10 months, amid EU talks on gas price cap strategies that could shape markets, before closing higher at €83.70, according to Refinitiv, a data company.

The invasion roiled global energy markets, serving as a wake-up call to ditch fossil fuels for policymakers, and forced European countries, including industrial powerhouse Germany, to look for alternative suppliers to those funding the Kremlin. Europe had continued to rely on Russian gas even after its 2014 annexation of Crimea and support for separatists in eastern Ukraine.

On Tuesday 83.2% of EU gas storage was filled, data from industry body Gas Infrastructure Europe showed. The EU in May set a target of filling 80% of its gas storage capacity by the start of November to prepare for winter, and weighed emergency electricity measures to curb prices as needed. It hit that target in August, and by mid-November it had peaked at more than 95%.

Gas prices bounced further off the 10-month low on Thursday to reach €85.50 per megawatt hour.

Europe has several months of domestic heating demand ahead, and some industry bosses believe energy shortages could also be a problem next winter, with a worst energy nightmare still possible if supplies tighten. However, traders have also had to weigh the effects of recessions expected in several big European economies, which could dent energy demand.

UK gas prices have also dropped back from their highs earlier this year, and forecasts suggest UK energy bills to drop in April. The day-ahead gas price closed at 155p per therm on Wednesday, compared with 200p/therm at the start of 2022, and more than 500p/therm in August.

Europe’s response to the prospect of gas shortages also included campaigns to reduce energy use – a strategy belatedly adopted by the UK – and windfall taxes on energy companies to help raise revenues for governments, many of which have started expensive subsidies to cushion the impact of high energy prices for households and consumers. Energy companies have enjoyed huge profits at the expense of businesses and households this year, as EU inflation accelerated, but costs remained much the same.

However, the US oil company ExxonMobil on Wednesday launched a legal challenge against EU plans for a windfall tax on oil companies, according to filings by its German and Dutch subsidiaries at the European general court in Luxembourg. ExxonMobil argued that the windfall tax would be “counter-productive” because it said it would result in lower investment in fossil fuel extraction, and that the EU did not have the legal jurisdiction to impose it.

ExxonMobil’s move has prompted anger among European politicians. A message posted on the Twitter account of Paolo Gentiloni, the EU’s commissioner for the economy, on Thursday stated: “Fairness and solidarity, even for corporate giants. #Exxon.”

Oil prices are significantly lower than they were before the start of Russia’s invasion, and only marginally above where they were at the start of 2022. Brent crude oil futures traded at $100 a barrel on 28 February, but were at $81.84 on Thursday.

Oil prices dropped by 1.7% on Thursday. Prices had risen from 12-month lows in early December as traders hoped for increased demand from China after it relaxed its coronavirus restrictions. However, Covid-19 infection numbers are thought to have surged in the country, prompting the US to require travellers from China to show a negative test for the disease and tempering expectations for a rapid increase in oil demand.

 

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