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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Scotland’s Wind Farms Generate Enough Electricity to Power Nearly 4.5 Million Homes

Scotland Wind Energy delivered record renewable power as wind turbines and farms generated 9,831,320 MWh in H1 2019, supplying clean electricity for every home twice and supporting northern England, according to WWF data.

 

Key Points

Term for Scotland's wind power output, highlighting 2019 records, clean electricity, and progress on decarbonization.

✅ 9,831,320 MWh generated Jan-Jun 2019 by wind farms

✅ Enough to power 4.47 million homes twice in that period

✅ Advances decarbonization and 2030 renewables, 2050 net-zero goals

 

Wind turbines in Scotland produced enough electricity in the first half of 2019, reflecting periods when wind led the power mix across the UK, to power every home in the country twice over, according to new data by the analytics group WeatherEnergy. The wind farms generated 9,831,320 megawatt-hours between January and June, as the UK set a wind generation record in comparable periods, equal to the total electricity consumption of 4.47 million homes during that same period.

The electricity generated by wind in early 2019 is enough to power all of Scotland’s homes, as well as a large portion of northern England’s, highlighting how wind and solar exceeded nuclear in the UK in recent milestones as well, and events such as record UK output during Storm Malik underscore this capacity.

“These are amazing figures,” Robin Parker, climate and energy policy manager at WWF, which highlighted the new data, said in a statement. “Scotland’s wind energy revolution is clearly continuing to power ahead, as wind became the UK’s main electricity source in a recent first. Up and down the country, we are all benefitting from cleaner energy and so is the climate.”

Scotland currently has a target of generating half its electricity from renewables by 2030, a goal buoyed by milestones like more UK electricity from wind than coal in 2016, and decarbonizing its energy system almost entirely by 2050. Experts say the latest wind energy data shows the country could reach its goal far sooner than originally anticipated, especially with complementary technologies such as tidal power in Scottish waters gaining traction.

 

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A tidal project in Scottish waters just generated enough electricity to power nearly 4,000 homes

MeyGen Tidal Stream Project delivers record 13.8 GWh to Scotland's grid, showcasing renewable ocean energy. Simec Atlantis Energy's 6 MW array of tidal turbines advances EU power goals and plans an ocean-powered data center.

 

Key Points

A Scottish tidal energy array exporting record power, using four 1.5 MW turbines and driving renewable innovation.

✅ Delivered 13.8 GWh to the grid in 2019, a project record.

✅ Four 1.5 MW turbines in Phase 1A, 6 MW installed.

✅ Plans include an ocean-powered data center near site.

 

A tidal power project in waters off the north coast of Scotland, where Scotland’s wind farms also deliver significant output, sent more than 13.8 gigawatt hours (GWh) of electricity to the grid last year, according to an operational update issued Monday. This figure – a record – almost doubled the previous high of 7.4 GWh in 2018.

In total, the MeyGen tidal stream array has now exported more than 25.5 GWh of electricity to the grid since the start of 2017, according to owners Simec Atlantis Energy. Phase 1A of the project is made up of four 1.5 megawatt (MW) turbines.

The 13.8 GWh of electricity exported in 2019 equates to the average yearly electricity consumption of roughly 3,800 “typical” homes in the U.K., where wind power records have been set recently, according to the company, with revenue generation amounting to £3.9 million ($5.09 million).

Onshore maintenance is now set to be carried out on the AR1500 turbine used by the scheme, with Atlantis aiming to redeploy the technology in spring.

In addition to the production of electricity, Atlantis is also planning to develop an “ocean-powered data centre” near the MeyGen project.

The European Commission has described “ocean energy” as being both abundant and renewable, and milestones like the biggest offshore windfarm starting U.K. supply underscore wider momentum, too. It’s estimated that ocean energy could potentially contribute roughly 10% of the European Union’s power demand by the year 2050, according to the Commission.

While tidal power has been around for decades — EDF’s 240 MW La Rance Tidal Power Plant in France was built as far back as 1966, and the country’s first offshore wind turbine has begun producing electricity — recent years have seen a number of new projects take shape.

In December last year, Scottish tidal energy business Nova Innovation was issued with a permit to develop a project in Nova Scotia, Canada, aiming to harness the Bay of Fundy tides in the region further.

In an announcement at the time, the firm said a total of 15 tidal stream turbines would be installed by the year 2023. The project, according to the firm, will produce enough electricity to power 600 homes, as companies like Sustainable Marine begin delivering tidal energy to the Nova Scotia grid.

Elsewhere, a business called Orbital Marine Power is developing what it describes as the world’s most powerful tidal turbine, with grid-supplied output already demonstrated.

The company says the turbine will have a swept area of more than 600 square meters and be able to generate “over 2 MW from tidal stream resources.” It will use a 72-meter-long “floating superstructure” to support two 1 MW turbines.

 

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More young Canadians would work in electricity… if they knew about it

Generation Impact Report reveals how Canada's electricity sector can recruit Millennials and Gen Z, highlighting workforce gaps, career pathways, innovative projects, secure pay, and renewable energy opportunities to attract young talent nationwide.

 

Key Points

An EHRC survey on youth views of electricity careers and recruitment strategies to build a skilled workforce.

✅ Surveyed 1,500 Canadians aged 18-36 nationwide

✅ Highlights barriers: low awareness of sector roles

✅ Emphasizes fulfilling work, secure pay, innovation

 

Young Canadians make up far less of the electricity workforce than other sectors, says Electricity Human Resources Canada, as noted in an EHRC investment announcement that highlights sector priorities, and its latest report aims to answer the question “Why?”.

The report, “Generation Impact: Future Workforce Perspectives”, was based on a survey of 1500 respondents across Canada between the ages of 18 and 36. This cohort’s perspectives on the electricity sector were mostly Positive or Neutral, and that Millennial and Gen Z Canadians are largely open to considering careers in electricity, especially as initiatives such as a Nova Scotia energy training program expand access.

The biggest barrier is a knowledge gap in electrical safety that limits awareness of the opportunities available.

To an industry looking to develop a pipeline of young talent, “Generation Impact” reveals opportunities for recruitment; key factors that Millennial and Gen Z Canadians seek in their ideal careers include fulfilling work, secure pay and the chance to be involved in innovative projects, including specialized arc flash training in Vancouver opportunities that build expertise.

“The electricity sector is already home to the kinds of fulfilling and innovative careers that many in the Millennial and Gen Z cohorts are looking for,” said Michelle Branigan, CEO of EHRC. “Now it’s just a matter of communicating effectively about the opportunities and benefits, including leadership in worker safety initiatives, our sector can offer.”

“Engaging young workers in Canada’s electricity sector is critical for developing the resiliency and innovation needed to support the transformation of Canada’s energy future, especially as working from home drives up electricity bills and reshapes demand,” said Seamus O’Regan, Canada’s Minister of Natural Resources. “The insights of this report will help to position the sector competitively to leverage the talent and skills of young Canadians.”

“Generation Impact” was funded in part by the Government of Canada’s Student Work Placement Program and Natural Resources Canada’s Emerging Renewable Power Program, in a context of rising residential electricity use that underscores workforce needs.

 

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Environmentalist calls for reduction in biomass use to generate electricity

Nova Scotia Biomass Energy faces scrutiny as hydropower from Muskrat Falls via the Maritime Link increases, raising concerns over carbon emissions, biodiversity, ratepayer costs, and efficiency versus district heating in the province's renewable mix.

 

Key Points

Electricity from wood chips and waste wood in Nova Scotia, increasingly questioned as hydropower from the Maritime Link grows.

✅ Hydropower deliveries reduce need for biomass on the grid

✅ Biomass is inefficient, costly, and impacts biodiversity

✅ District heating offers better use of forestry residuals

 

The Ecology Action Centre's senior wilderness coordinator is calling on the Nova Scotia government to reduce the use of biomass to generate electricity now that more hydroelectric power is flowing into the province.

In 2020, the government of the day signed a directive for Nova Scotia Power to increase its use of biomass to generate electricity, including burning more wood chips, waste wood and other residuals from the forest industry. At the time, power from Muskrat Falls hydroelectric project in Labrador was not flowing into the province at high enough levels to reach provincial targets for electricity generated by renewable resources.

In recent months, however, the Maritime Link from Muskrat Falls has delivered Nova Scotia's full share of electricity, and, in some cases, even more, as the province also pursues Bay of Fundy tides projects to diversify supply.

Ray Plourde with the Ecology Action Centre said that should be enough to end the 2020 directive.

Ray Plourde is senior wilderness coordinator for the Ecology Action Centre. (CBC)
Biomass is "bad on a whole lot of levels," said Plourde, including its affects on biodiversity and the release of carbon into the atmosphere, he said. The province's reliance on waste wood as a source of fuel for electricity should be curbed, said Plourde.

"It's highly inefficient," he said. "It's the most expensive electricity on the power grid for ratepayers."

A spokesperson for the provincial Natural Resources and Renewables Department said that although the Maritime Link has "at times" delivered adequate electricity to Nova Scotia, "it hasn't done so consistently," a context that has led some to propose an independent planning body for long-term decisions.

"These delays and high fossil fuel prices mean that biomass remains a small but important component of our renewable energy mix," Patricia Jreiga said in an email, even as the province plans to increase wind and solar projects in the years ahead.

But to Plourde, that explanation doesn't wash.

The Nova Scotia Utility and Review Board recently ruled that Nova Scotia Power could begin recouping costs of the Maritime Link project from ratepayers. As for the rising cost of fossil fuels, Ploude noted that the inefficiency of biomass means there's no deal to be had using it as a fuel source.

"Honestly, that sounds like a lot of obfuscation," he said of the government's position.

No update on district heating plans
At the time of the directive, government officials said the increased use of forestry byproducts at biomass plants in Point Tupper and Brooklyn, N.S., including the nearby Port Hawkesbury Paper mill, would provide a market for businesses struggling to replace the loss of Northern Pulp as a customer. Brooklyn Power has been offline since a windstorm damaged that plant in February, however. Repairs are expected to be complete by the end of the year or early 2023.

Ploude said a better use for waste wood products would be small-scale district heating projects, while others advocate using more electricity for heat in cold regions.

Although the former Liberal government announced six public buildings to serve as pilot sites for district heating in 2020, and a list of 100 other possible buildings that could be converted to wood heat, there have been no updates.

"Currently, we're working with several other departments to complete technical assessments for additional sites and looking at opportunities for district heating, but no decisions have been made yet," provincial spokesperson Steven Stewart said in an email.

 

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New fuel cell concept brings biological design to better electricity generation

Quinone-mediated fuel cell uses a bio-inspired organic shuttle to carry electrons and protons to a nearby cobalt catalyst, improving hydrogen conversion, cutting platinum dependence, and raising efficiency while lowering costs for clean electricity.

 

Key Points

An affordable, bio-inspired fuel cell using an organic quinone shuttle and cobalt catalyst to move electrons efficiently

✅ Organic quinone shuttles electrons to a separate cobalt catalyst

✅ Reduces platinum use, lowering cost of hydrogen power

✅ Bio-inspired design aims to boost efficiency and durability

 

Fuel cells have long been viewed as a promising power source. But most fuel cells are too expensive, inefficient, or both. In a new approach, inspired by biology, a team has designed a fuel cell using cheaper materials and an organic compound that shuttles electrons and protons.

Fuel cells have long been viewed as a promising power source. These devices, invented in the 1830s, generate electricity directly from chemicals, such as hydrogen and oxygen, and produce only water vapor as emissions. But most fuel cells are too expensive, inefficient, or both.

In a new approach, inspired by biology and published today (Oct. 3, 2018) in the journal Joule, a University of Wisconsin-Madison team has designed a fuel cell using cheaper materials and an organic compound that shuttles electrons and protons.

In a traditional fuel cell, the electrons and protons from hydrogen are transported from one electrode to another, where they combine with oxygen to produce water. This process converts chemical energy into electricity. To generate a meaningful amount of charge in a short enough amount of time, a catalyst is needed to accelerate the reactions.

Right now, the best catalyst on the market is platinum -- but it comes with a high price tag, and while advances like low-cost heat-to-electric materials show promise, they address different conversion pathways. This makes fuel cells expensive and is one reason why there are only a few thousand vehicles running on hydrogen fuel currently on U.S. roads.

Shannon Stahl, the UW-Madison professor of chemistry who led the study in collaboration with Thatcher Root, a professor of chemical and biological engineering, says less expensive metals can be used as catalysts in current fuel cells, but only if used in large quantities. "The problem is, when you attach too much of a catalyst to an electrode, the material becomes less effective," he says, "leading to a loss of energy efficiency."

The team's solution was to pack a lower-cost metal, cobalt, into a reactor nearby, where the larger quantity of material doesn't interfere with its performance. The team then devised a strategy to shuttle electrons and protons back and forth from this reactor to the fuel cell.

The right vehicle for this transport proved to be an organic compound, called a quinone, that can carry two electrons and protons at a time. In the team's design, a quinone picks up these particles at the fuel cell electrode, transports them to the nearby reactor filled with an inexpensive cobalt catalyst, and then returns to the fuel cell to pick up more "passengers."

Many quinones degrade into a tar-like substance after only a few round trips. Stahl's lab, however, designed an ultra-stable quinone derivative. By modifying its structure, the team drastically slowed down the deterioration of the quinone. In fact, the compounds they assembled last up to 5,000 hours -- a more than 100-fold increase in lifetime compared to previous quinone structures.

"While it isn't the final solution, our concept introduces a new approach to address the problems in this field," says Stahl. He notes that the energy output of his new design produces about 20 percent of what is possible in hydrogen fuel cells currently on the market. On the other hand, the system is about 100 times more effective than biofuel cells that use related organic shuttles.

The next step for Stahl and his team is to bump up the performance of the quinone mediators, allowing them to shuttle electrons more effectively and produce more power. This advance would allow their design to match the performance of conventional fuel cells, but with a lower price tag.

"The ultimate goal for this project is to give industry carbon-free options for creating electricity, including thermoelectric materials that harvest waste heat," says Colin Anson, a postdoctoral researcher in the Stahl lab and publication co-author. "The objective is to find out what industry needs and create a fuel cell that fills that hole."

This step in the development of a cheaper alternative could eventually be a boon for companies like Amazon and Home Depot that already use hydrogen fuel cells to drive forklifts in their warehouses.

"In spite of major obstacles, the hydrogen economy, with efforts such as storing electricity in pipelines in Europe, seems to be growing," adds Stahl, "one step at a time."

Financial support for this project was provided by the Center for Molecular Electrocatalysis, an Energy Frontier Research Center funded by the U.S. Department of Energy, Office of Science, Office of Basic Energy Sciences, and by the Wisconsin Alumni Research Foundation (WARF) through the WARF Accelerator Program.

 

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Can California Manage its Solar Boom?

California Duck Curve highlights midday solar oversupply and steep evening peak demand, stressing grid stability. Solutions include battery storage, demand response, diverse renewables like wind, geothermal, nuclear, and regional integration to reduce curtailment.

 

Key Points

A mismatch between midday solar surplus and evening demand spikes, straining the grid without storage and flexibility.

✅ Midday solar oversupply forces curtailment and wasted clean energy.

✅ Evening ramps require fast, fossil peaker plants to stabilize load.

✅ Batteries, demand response, regional trading flatten the curve.

 

California's remarkable success in adopting solar power, including a near-100% renewable milestone, has created a unique challenge: managing the infamous "duck curve." This distinctive curve illustrates a growing mismatch between solar electricity generation and the state's energy demands, creating potential problems for grid stability and ultimately threatening to slow California's progress in the fight against climate change.


The Shape of the Problem

The duck curve arises from a combination of high solar energy production during midday hours and surging energy demand in the late afternoon and evening when solar power declines. During peak solar hours, the grid often has an overabundance of electricity, and curtailments are increasing as a result, while as the sun sets, demand surges when people return home and businesses ramp up operations. California's energy grid operators must scramble to make up this difference, often relying on fast-acting but less environmentally friendly power sources.


The Consequences of the Duck Curve

The increasing severity of the duck curve has several potential consequences for California:

  • Grid Strain: The rapid ramp-up of power sources to meet evening demand puts significant strain on the electrical grid. This can lead to higher operational costs and potentially increase the risk of blackouts during peak demand times.
  • Curtailed Energy: To avoid overloading the grid, operators may sometimes have to curtail excess solar energy during midday, as rising curtailment reports indicate, essentially wasting clean electricity that could have been used to displace fossil fuel generation.
  • Obstacle to More Solar: The duck curve can make it harder to add new solar capacity, as seen in Alberta's solar expansion challenges, for fear of further destabilizing the grid and increasing the need for fossil fuel-based peaking plants.


Addressing the Challenge

California is actively seeking solutions to mitigate the duck curve, aligning with national decarbonization pathways that emphasize practicality. Potential strategies include:

  • Energy Storage: Deploying large-scale battery storage can help soak up excess solar electricity during the day and release it later when demand peaks, smoothing out the duck curve.
  • Demand Flexibility: Encouraging consumers to shift their energy use to off-peak hours through incentives and smart grid technologies can help reduce late-afternoon surges in demand.
  • Diverse Power Sources: While solar is crucial, a balanced mix of energy sources, including geothermal, wind, and nuclear, can improve grid stability and reduce reliance on rapid-response fossil fuel plants.
  • Regional Cooperation: Integrating California's grid with neighboring states can aid in balancing energy supply and demand across a wider geographical area.


The Ongoing Solar Debate

The duck curve has become a central point of debate about the future of California's energy landscape. While acknowledging the challenge, solar advocates argue for continued expansion, backed by measures like a bill to require solar on new buildings, emphasizing the urgent need to transition away from fossil fuels. Grid operators and some utility companies call for a more cautious approach, emphasizing grid reliability and potential costs if the problem isn't effectively managed.


Balancing California's Needs and its Green Ambitions

Finding the right path forward is essential; it will determine whether California can continue to lead the way in solar energy adoption while ensuring a reliable and affordable electricity supply. Successfully navigating the duck curve will require innovation, collaboration, and a strong commitment to building a sustainable energy system, as wildfire smoke impacts on solar continue to challenge generation predictability.

 

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