Welcome, 

Thank you for participating in PUC Distribution’s Customer Engagement Survey for its 2023 Cost of Service Application. We appreciate you taking the time to answer the questions and as a result you will be entered into a draw to win 1 of 10 $50 gift cards to a local restaurant or café.
 
We are applying to the Ontario Energy Board (“OEB”) for approval to increase PUC’s portion of the electricity bill, also known as the distribution rate. If approved, this will come into effect May 1, 2023.


The OEB's Cost of Service rate application typically occurs every five years and determines what each local distribution company can charge for its distribution (delivery) rate. PUC is currently applying to the OEB for approval to increase its distribution rates for May 1, 2023. The last Cost of Service rate application to increase distribution rates was in 2018.  Since then, inflationary increases have occurred each year as approved by the OEB. 


This survey will be part 1 of a 2-part survey. We will ask you some general questions about what matters most to you regarding PUC’s electricity distribution system. We look forward to your participation in part 2 coming in Early 2022. Please keep an eye on our website, social media platforms, Soo today and Sault Online for a chance to win more prizes for providing your feedback.  

Your feedback will also be shared with the OEB, the independent energy regulator that ultimately approves the rate that PUC can charge on the bill.

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* 1. How did you hear about this survey?

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* 2. What is your age?

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* 3. Which of the following best describes you?

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* 4. Including yourself, how many people live in your household?

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* 5. Where do you live within PUC Distribution’s service area?

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* 6. What services do you currently receive from PUC?

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* 7. Which of the following is your primary source of heating?

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* 8. How satisfied are you with the overall service(s) you receive?

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* 9. Where do you currently find information on things like electricity rates, conservation tips, and consumption/usage information? Please select ALL that apply.

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* 10. How do you receive your PUC Bill?

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* 11. Have you ever visited www.ssmpuc.com

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* 12. Please select all the reasons you have visited PUC's website in the last 6 months from the list below. If not, please choose Not Applicable. 

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* 13. If you don’t visit the website at all, please indicate if there is a reason why?

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* 14. To improve our customer communication, please choose your preferred method for PUC to communicate with you.

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* 15. To increase awareness of electricity usage, PUC offers an online energy usage tool called, Customer Connect. Have you ever used it to monitor your hourly, daily and weekly electrical usage?

Earlier this year, we released our MyPUC app. It allows customers the chance to track their energy consumption, receive outage notifications, access billing information, and receive conservation tips. We would like to hear what you think about the app.

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* 16. Did you know we have our own app called MyPUC before participating in this survey?

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* 17. Have you downloaded the app?

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* 18. The MyPUC App allows you to track your energy consumption, receive outage notifications, access billing information, and receive conservations tips. Based on these features, do you believe you will download the app? (click here for instruction on how to download)

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* 19. Did you know PUC offers E-Billing Services? This is an effective way to receive your bill notification and make arrangements to pay. (Click here to sign up for E-billing)

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* 20. If you receive a Paper Bill, we would like you to help us understand your billing preferences? If you receive an E-Bill already, please select N/A.

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* 21. How do you currently pay your PUC Bill?

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* 22. What is your preferred method of payment?

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* 23. Did you know that prior to your bill due date you can make multiple smaller payments that combine to the total due on your due date?

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* 24. Would you be interested in hearing more about pre-authorized payments?

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* 25. Are you aware that you can choose between time of use pricing or tiered pricing for the cost of power?

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* 26. Would you be interested in the tools available to help you choose between Time of Use pricing or tiered pricing and how it can possibly save you money on your bill?

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* 27. Please watch this video before completing the questions below. Please ensure your volume is on so you can hear the information. Closed captioning is available for those that need it to participate.


Before this video, how familiar were you with Ontario’s electricity system and PUC Distribution’s role?

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* 28. When you have an electrical service issue, what is your preferred method to contact PUC for assistance? Please select ALL that apply.

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* 29. How satisfied were you with the Customer service you received?

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* 30. Please tell us how you felt about an experience with a PUC field representative that visited your home/business with regards to an electrical service such as disconnect, power outage or overhead/underground system work.

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* 31. As we move forward, PUC Distribution would like to improve communications and engagement with our community. Of the following ideas, what would you prefer to see?

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* 32. Among the following PUC priorities, place what you think each is in order of importance.

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* 33. Please answer the following about PUC service:
Provides consistent, reliable electricity.

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* 34. Please answer the following about PUC service:
Accurately bills its customers.

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* 35. Please answer the following about PUC service:
Has a standard of reliability delivering electricity that meets your expectations.

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* 36. Please answer the following about PUC service:
Quickly handles outages and restores power.

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* 37. Please answer the following about PUC service:
Communicates information on construction and investment activities.

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* 38. In addition to the amount you currently pay on your electricity bill, would you be willing to pay for the following customer services? Please click box if you agree.

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* 39. In the past year, how many power outages have you experienced.

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* 40. What was the longest power outage you had in the past year?

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* 41. Did you contact PUC about the power outage?

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* 42. If you contacted PUC about a power outage, how satisfied were you with the way PUC responded to the outage?

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* 43. How do you feel the reliability of your power has been in past years?

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* 44. If you Indicated that the reliability of your power has been poor, please indicate a reason why. If you answer Very Good or Good to the previous question, please select N/A.

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* 45. Currently when there is a planned power outage, PUC provides door hangers, website updates and automated phone calls. How would you prefer PUC to communicate before, during and after planned or unplanned power outages?

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* 46. Is there anything that PUC Distribution can do to improve its electricity service for you?

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* 47. Outstanding Questions – Do you have any further questions or concerns you would like to share?

Thank you for your time, we know how valuable it is and we appreciate your feedback and input.

Click on the link below to enter for a chance to win one (1) of ten (10) credits of $50.00 gift cards to a local restaurant or café.

MUST be a PUC customer (residential or business) at the time of the draw.

Limit one (1) entry per household.

Please note that survey responses are NOT associated with your draw entry information.
 

Thank you!

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* 48. Address

PUC Distribution Inc. Customer Engagement Survey Contest

Official Contest Rules
The Customer Engagement Survey contest is sponsored and administered by PUC Services Inc. (“PUC”) on behalf of PUC Distribution Inc. The contest begins on August 10, 2021 at 8:00 a.m. E.S.T. and ends on October 7, 2021, at 11:59 E.S.T. By participating, entrants agree to be bound by these contest rules and the decisions of PUC, which are binding and final, without right of appeal, on all matters relating to this Contest. Contest is subject to all applicable federal, provincial, and local laws. Void where prohibited by law. NO PURCHASE IS NECESSARY.

Eligibility
·        Must be a PUC customer (residential or business) at the time of the draw.
·        Must be 18 years of age or older.
·        Limit one (1) entry per household.
·        All Contest entries must be submitted by October 7, 2021, at 11:59 E.S.T. to be eligible to win.
·        By entering this contest, all participants are deemed to have accepted the Contest Rules.
·        Must not be an employee, representative, agent or Board member of PUC Services Inc., PUC Distribution Inc., or any of its affiliates.
.        Must correctly answers a skill-testing question on the contest entry page.

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* 49. (2x4) + (10x3) = 


How to Enter
During the contest period, participants may enter the contest once by completing the PUC Distribution Customer Engagement Survey. Once participants have completed the survey, there will be a Survey Draw Link to click on that will redirect participants to the contest entry page where participants will fill in and complete the requested information.  Participants must also correctly answer a skill-testing question on the contest entry page to be eligible to win.  Participants are allowed only one entry to the contest.  Multiple entries from the same participant or from the same household will void all such participant’s or participants’ entries.
 
Prizes
There are ten (10), $50 gift card to local restaurants or café’s, to be randomly drawn during the week of October 11, 2021, after the Contest Period has ended.  The total approximate value of all prizes is $500.00. PUC will notify the winners when the draw is completed. The prize must be accepted as is, has no cash value and is non-transferable. Winners must contact PUC head office located at 705-759-6522 and confirm identification, along with their account number, to claim their prize.

Odds of Winning
The odds of winning a prize depends on the total number of eligible entries received during the contest period. 

How to Win
There will be a random drawing for each of the ten (10) grand prizes conducted during the week of October 11, 2021, PUC Head Office located at 500 Second Line East, Sault Ste. Marie, Ontario. Ten Entrants will be selected from all eligible entries received. The selected Entrants must also provide proof of identity (driver’s license or other government issued photo identification). Failure to provide such proof of identity shall disqualify the selected Entrant. 

Notification
Selected Entrants will be notified by telephone using the phone number provided in the Contest entry form. If a participant is identified as a selected entrant, then such selected entrant must respond to claim the prize within ten (10) business days. A prize will be forfeited if it goes unclaimed for ten (10) business days, from the date a phone call is made. In the event the prize is not claimed within the allotted time period, or the selected entrant is disqualified, or the prize is otherwise forfeited, PUC will re-draw and choose a new selected entrant randomly from all remaining entries until a winner is declared. PUC shall have no liability if the winner notification is lost, intercepted, or not received by a selected Entrant.

Use of Information

All personal information collected herein will be used only for the administration of determining the eligibility for the contest draw in accordance with the requirements of Municipal Freedom of Information and Protection of Privacy Act (MFIPPA). By participating in this Contest, Contest winners are deemed to have consented to the disclosure of their names and photos, without compensation, being included in any publicity carried out by PUC. Each participant consents to the collection, use and disclosure of his/her personal information for the purposes of this Contest and grants permission for PUC to disclose personal information to its related and affiliated companies, contractors, and agents to assist in the Contest.

Limitation of Liability

PUC assumes no responsibility for late, lost, incomplete, incorrect, delayed or misdirected entries or for any failure of any website, for any problems or technical malfunction of any computer online systems, servers, access providers, computer equipment, software, failure of any e-mail or entry to be received by PUC on account of technical problems or traffic congestion on the Internet or at any website, or any combination thereof, including any injury or damage to a participant’s or any other person’s computer, mobile device or other electronic device related to or resulting from this Contest. In the event the Contest is compromised by a virus, non-authorized human intervention, tampering or other causes beyond reasonable control of PUC which corrupts or impairs the administration, security, fairness or proper operation of the Contest, PUC reserves the right in its sole discretion to suspend, modify or terminate the Contest.

General Conditions

Participants agree, by participating, (I) to be bound by the terms of these Contest Rules and the decisions of PUC, which are final and binding, without right of appeal, on all matters relating to this Contest; and (ii) to indemnify, release and hold harmless PUC and its parent companies, affiliates, subsidiaries, officers, directors, agents, representatives and employees from any liability, for any injuries, losses or damages of any kind, including death, to persons, or property resulting in whole or in part, directly or indirectly, from participation in this Contest or acceptance, misuse, non-use or use of any Prize. By accepting a Prize, winners release PUC from all liability, loss or damage incurred with respect to the awarding, receipt, or possession of any prize, and acknowledge that PUC is not responsible in any way for any issues in connection with the prizes awarded or any losses, damages, or claims relating to the Contest. All issues, questions, disputes, claims, and causes of action arising out of this contest or any prize award shall be resolved in accordance with the laws of the Province of Ontario.

If there are any questions or concerns about the contest rules and regulations, please contact: customer.care@ssmpuc.com or 705-759-6522, Monday – Friday, 9:00 a.m. E.S.T. to 4:30 p.m. E.S.T.
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