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Update on Improvements to IESO Billing Settlement and Customer Services Practices

March 25, 2021

Improvements to the IESO’s billing and settlement processes, as well as customer service practices for Market Participants have been implemented in response to a request by the Minister of Energy, Northern Development and Mines. The IESO’s Billing Practices, the Industrial Conservation Initiative and Other Matters Report Report, presents the IESO’s findings, feedback collected from relevant stakeholders, and a set of recommendations on opportunities for improvement.

To date, the IESO implemented the majority of the recommendations described in the report, including:

  • Updating its website, and providing ICI participants and LDCs tailored support to better understand IESO billing, especially as it relates to the ICI peak hiatus and the Global Adjustment (GA) deferral.
  • Helping customers better understand their bills through improved training materials.
  • Implementing a process to publish an earlier indication of adjusted peak demand data to help ICI participants’ decision making.
  • Reviewing and identifying areas where it can improve its customer service activities and processes.

As part of its Consultation on Industrial Prices, the Ministry of Energy, Northern Development and Mines asked the IESO to review and report back with recommendations on ways the IESO can improve its billing practices, GA estimation, peak demand publication and customer service processes.  More details on the IESO’s progress, as well as its commitment to continue implementing the remaining recommended changes are available in a recent letter to the Minister from Terry Young, Interim President and CEO.


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