Ontario Ombudsman Andre Marin released a damning report against Hydro One's billing practices and their failure to effectively respond to customer concerns.
The report outlines several horror stories where customers were billed thousands of dollars because of billing glitches, only to be faced with customer service head aches when they called Ontario's hydro monopoly to sort out the issue.
Hydro One vows to change their ways.
In an open letter, president and CEO Carm Marcello says:
"We are pleased with our progress to date but we fully understand that meeting our customers' expectations involves much more than simply improving our billing and call centre performance.
"We are committed to changing that culture to become one of service and pride."
But will the culture actually change?
Marin sites ongoing concerns in his report:
"Even after Hydro One pledged to become more customer-centric, to do better, and to learn from its mistakes, it continued to display insensitivity and disregard for its customers. As late as February 2015, during the coldest month in Ontario's recorded history, the company lied to and bullied customers with the threat of disconnections."
Marin's biggest concern?
That privatizing the company will remove any effective oversight.
I spoke with the Ontario Director for the Canadian Taxpayer Federation about why this government monopoly is yet another waste of taxpayers' dollars.
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