Supporting our customers
Supporting our customers section1
| Indicator | 2018 | 2019 | 2020 |
|---|---|---|---|
| Operational safety and system reliability | |||
Number of incidents with significant safety, environment or service disruption consequences (gas)2 | 0 | 0 | 0 |
Number of confirmed BC Mandatory Reliability Standards violations with penalty (electricity)3 | 0 | 0 | 0 |
Gas line damage incidents by all parties working around the FortisBC gas system (total number) | 1,202 | 1,069 | 972 |
| Energy use | |||
Amount of energy delivered, gas and electricity4 | 62,100 GWh or 224 PJ | 66,800 GWh or 238 PJ | 64,600 GWh or 231 PJ5 |
Customers | |||
Number of customers, gas | 1,029,500 | 1,040,000 | 1,054,100 |
Number of customers, electricity | 175,900 | 179,000 | 182,000 |
Customer satisfaction index, gas6 | 8.7 | 8.7 | 8.7 |
Customer satisfaction index, electricity7 | 8.3 | 8.5 | 8.5 |
Number of cybersecurity incidents8 | 0 | 0 | 0 |
Economic, customer service | |||
FortisBC investment in conservation and energy management programs | $42.8 million | $74.6 million | $86.0 million |
Emergency calls responded to within one hour, gas | 97.8% | 97.9% | 97.7% |
Emergency calls responded to within two hours, electricity | 94% | 92% | 92% |
System average interruption duration index (SAIDI)9 | 3.15 | 2.42 | 3.17 |
System average interruption frequency index (SAIFI)10 | 1.73 | 1.20 | 1.64 |
Customers who achieve resolution in one contact with our customer contact centres | 82% | 81% | 81%11 |
1 This summary table reports on sustainability data for FortisBC Energy Inc. (FEI) and FortisBC Inc. (FBC) (FEI and FBC collectively, FortisBC) as of December 31, 2020.
2 Number of incidents with significant safety, environment or service disruption consequences
in accordance with the FEI Integrity Management Policy.
3 Number of confirmed BC Mandatory Reliability Standards violations with penalty in accordance with the British Columbia Utilities Commission (BCUC) Rules of Procedure.
4 Total amount of natural gas and electricity delivered to FortisBC customers, excluding energy exports and upstream usage, amounts to 51 per cent of energy provided by public utilities.
5 Amount of energy
delivered, electricity - 3,291 GWh. Amount of energy delivered, gas - 219 PJ.
6 As reported to the BCUC.
7 As reported to the BCUC.
8 A cybersecurity incident is defined as an incident
where digital systems are compromised materially, or data is lost or stolen and that is reportable to the BCUC.
9 SAIDI depicts the average outage duration for each customer served, indicated in hours per customer.
10 SAIFI depicts the average number of interruptions that a customer would experience, indicated in units of interruptions per customer.
11 Due to the COVID-19 pandemic, there was a temporary suspension on customer surveys between
March 16 and May 4, 2020.
Forward-looking information
Certain statements contained in this report contain forward-looking information within the meaning of applicable securities laws in Canada (“forward-looking information”). The purpose of the forward-looking information is to provide management's expectations regarding results of operations, performance, business prospects and opportunities, and it may not be appropriate for other purposes. All forward looking information is given pursuant to the safe harbour provisions of applicable Canadian securities legislation.
The forward-looking information in this report includes, but is not limited to, FortisBC’s vision that efficiency and conservation will lead to lowered energy requirements and emissions, FortisBC’s plans to reduce greenhouse gas emissions, FortisBC’s plans to offer more conservation and efficiency incentives in the future; innovations and investments in biogas supply, carbon capture technology, low carbon vehicles and hydrogen blending into the natural gas system; the development of new markets, FortisBC’s relationship with Indigenous peoples; the diversity of FortisBC’s workforce and FortisBC’s safety practices.
The forward-looking information reflects management's current beliefs and is based on assumptions developed using information currently available to the FortisBC’s management. Although FortisBC believes that the forward-looking statements are based on information and assumptions which are current, reasonable and complete, these statements are necessarily subject to a variety of risks and uncertainties. For additional information on risk factors that have the potential to affect FortisBC, reference should be made to FortisBC’s continuous disclosure materials filed from time to time with Canadian securities regulatory authorities and to the heading "Business Risk Management" in the FortisBC’s annual and quarterly Management Discussion and Analysis. Except as required by law, FortisBC undertakes no obligation to revise or update any forward looking information as a result of new information, future events or otherwise after the date hereof.
All forward-looking information in this report and the information incorporated in this report by reference is qualified in its entirety by this cautionary statement.
I acknowledge that I have been presented with a Forward Looking Statement associated with the 2020 Corporate and Sustainability Report.