Hydro One announces proactive outage alerts

Hydro One said residential customers can register to receive proactive, personalized text or email alerts about outages that may be affecting their homes, cottages, farms or small businesses.

Based on customer feedback after the initial pilot launch in November 2014, Hydro One has made the service available to all of its residential customers across the province of Ontario.

“When customers’ lights go out, they need to know two things: that help is on the way, and when we will restore power so life can get back to normal,” said Rob Quail, Vice President, Customer Service, Hydro One. “With this service, we have the ability to reach out to our customers and provide the up-to-date information they want and need during an outage.”

Customers who register for the service will receive alerts when an outage has been reported near their residence, and updates on estimated times of outage restoration. Customers have the ability to decide when and how they receive messages.

“Hydro One values customer relationships and understands the importance of communicating with customers,” said Shazir Khan, CEO and President of iFactor, developer of the Notifi alert system used for the notification service. “We’re glad to see the pilot program succeed and be expanded to help even more customers.”

Since launching the pilot program, Hydro One has sent hundreds of thousands of proactive outage alerts to customers who registered and had an outage occur near their residence.

The service is a part of Hydro One’s improved outage communications tools, which also includes Storm Centre, the outage map and the company’s outage app.

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