Ontario Electricity Regulation Crisis Report Part 101: Who on City Council Will Speak for Toronto Power Consumers?

On January 10, Toronto’s City Council will be holding a special meeting to discuss the ice storm and power outage with specific attention to the performance of Toronto Hydro and City emergency services and preparedness plans. The first order of business for Council ought to be commissioning an independent expert review of Toronto Hydro’s incompetent response to the December ice storm focused on the utility’s inability to provide reliable return to service guidance to the people of Toronto.

When the lights go out, the key question consumers have is when service will be restored.

As documented in Part 100 of this series, Toronto Hydro’s CEO Anthony Haines came up with a new, completely unreliable story on the remaining restoration time EVERY DAY OF THE BLACKOUT.

The inquiry must address why the utility was unable to provide reliable recovery time forecasts and what must be done to deliver reliable guidance on when consumers will have power restored the next time Toronto hits a patch of inclement weather.

To undertake a proper review, City Council must overcome its own conflict of interest in the Toronto Hydro gravy train, which last year paid $48 million in dividends to the City.

Particularly over the last two years, Toronto City Council has failed to protect the interests of consumers, instead protecting the status quo at the utility despite a mountain of evidence of the CEO’s perjury over his credentials, the utility’s wasteful spending, and its regulatory strategy of using outages as assets.

Toronto Hydro customers pay premium rates but receive delivery service that is mediocre at best. In 2012, Toronto’s household electricity consumers paid 21% more for delivery service than the next most inefficient urban power distributor in Ontario (Hydro Ottawa). In recent years, Toronto Hydro has spent in excess of $100 million on smart meters, smart grid, and associated capital projects on the promise, in part, of better storm recovery service, including reliable return to service estimates.

From the information I have obtained directly from correspondents within Toronto Hydro, I believe that effectively planned and organized storm response, including better use of technologies already installed, would have reconnected everyone much faster. In addition, information was available that could have been used to deliver much more reliable recovery time estimates.

Instead, CEO Anthony Haines delivered chaotic daily musings during the outage on when consumers would be reconnected. I can find nobody inside Toronto Hydro who believed any of his promises to consumers.

At the July 2013 meeting of City Council, a decision was taken ordering Toronto Hydro to report on whistle blower protection. The agenda item was put over to Council’s October meeting. Toronto Hydro’s management skillfully stick-handled around the issue, including this report, and today the CEO has still has ultimate authority over how whistleblowers will be treated.

Had Council not ducked the issue of whistleblower protection at its October meeting, it would be easy to confirm whether any Toronto Hydro employees believed Haines, such as when on December 22nd he promised full power in 72 hours.

Since the purpose of any inquiry into Toronto Hydro’s response to the ice storm is to investigate the utility itself, it would be inappropriate for the utility to have any influence over the mandate, staffing, or funding of the inquiry. The inquiry must report directly to Council. Any credible inquiry will need to obtain direct input from those involved in the storm recovery including but not limited to engineers, planners, power system controllers, supervisors, crew leaders, and staff managing communication with the public. Those working in local incident command centres should be interviewed, as should employees from other utilities who assisted Toronto Hydro during the recovery. Particular attention should be paid to whether the storm response actions taken complied with all required safety protocols, incidents where inspections or patrolling might not have been conducted by qualified personnel, crews sent to patrol circuits that had been already returned to service, crews ordered to drop tools in the midst of recovery work, information available to and demands on controllers, and the performance of Smart Grid elements.

All staff providing input to the inquiry should be assured comprehensive whistleblower protection.

Issues such as the extent of undergrounding, assets condition assessment, and tree canopy management practices ought to be secondary concerns for Council. These are longterm issues that are all highly technical and better managed through administrative procedures instead of political debates. Demanding that Toronto Hydro immediately pull up its socks so as to provide reliable guidance on outage recovery time is the central issue that Council ought to focus on.


  1. I totally agree! The messages from Haines and other TH spokespeople were very misleading and no matter what he and others say about smart meters and their abilities, it is out and out BS. Power at our house was out for three days and on day 2 when we phoned in (thank god for cell phones and an old transistor radio) and finally connected with the TH phone system (that seldom works), we were told our power was restored while we sat in the cold. It was another day before it was finally restored. Full disclosure—we live in Scarborough (Guildwood area) which seems to be treated like the poor sister in the TH family. Council should deal with this in the same fashion they dealt with the social housing issue and some heads should roll and Haines should be # 1 on their list!

    • The NA smart grid is a theory which looks good on paper but will remain a theory until it installed and works, and only then will it become a fact.
      The smart grid won’t work when the power lines go down which is frequent in NA.

    • The response of TH management to ice storm power outages was chaotic, and communication with customers non-existent. They never made available a starting date of power restoration for any area. On 25 and 26 December their Phone lines were closed for holidays while customers were kept in dark with no information. Instead every morning TH CEO put on a TV show directed by Mr. Rob Ford saying nothing except numbers and shedding tears; while we were on the street. TH was overwhelmed by the field situation and could not provide an estimate based on their resources, equipment and manpower. They did not ask for help in time. We live in Fairview Mall area (Kingslake St.) and got power restored after SIX days, while all businesses in the area got power restored in 48 hours. Mr Haines should answer why he acted in a discretionary way in power restoration and why it was impossible to get information about starting and completion date for each street or area.

      Also the mayor must answer why Emergency state has not been called up when 1/2 of population was forced out if their homes due to the cold weather. Why help was not called in the first 24 hours after? Why no information and communication was available? Does he really know what our needs were?

      Last but not least all our thanks go to the crews of TH and other utilities that helped.

      • It’s unfortunate but food supplies have to be protected first. A metro area the size of Toronto can’t afford to have food supplies lost which can’t be replaced quickly. Drug stores and gas stations along with stores that sell emergency supplies have to be re-opened as quickly as possible.
        Sorry for all the hardships you have had to endure. Planning for disasters has to be done in advance of crisis situations.

  2. Dear Tom,

    This clearly without any fiction Toronto Hydro and its current Management is Out to Lunch! When it comes down to an Emergency Power Outage…

    Toronto Hydro is fully and a planned tax machine for the City of Toronto…. (nothing less and nothing more)

    As time goes tick tocks forward this fact will come out in the wash….

    Until someone with Ba@@s puts a stop to it…

    Its All Criminal in every aspect….. in regard in what Toronto Hydro is and always has been all about for the last 20 years, since the break up of the Cities before the Mega City Plan was dropped on the new city of Toronto….

    Correct me if I am wrong, Tom or anyone else, of is there something that I am clearly missing??? please correct me if I am wrong….and please….


    • Perhaps Toronto city officials should consult with Ohio officials about weather emergencies. Ohio is said to be the best prepared place in the U.S. when it comes to dealing with severe storms. But they have been working on this for years ever since an F5 tornadao struck Ohio, as I recall, back in the mid 1970’s.
      Ontario has no plans compared to Ohio when it comes to dealing with storms year around.

      • Last weekend’s severe storm that struck southern Ontario moved up through Ohio into Ontario.
        Environment Canada sure was watching the Ohio weather situation during this storm.

  3. Pingback: Toronto Hydro's inquiry into ice storm is not independent | Tom Adams Energy - ideas for a smarter grid

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