We fulfill our commitments to customers by: ensuring the safety of our systems and delivering the highest levels of reliability; making sure we are efficient so that they pay the lowest practical costs for our services; and delivering our growth projects on time and on budget, while attaining high standards of safety, quality, and environmental and regulatory compliance.
Our customer-facing teams across the company aim to provide consistent and reliable service at all times. Our teams are constantly looking for opportunities to improve by: listening to our customers to ensure we understand their needs; proactively bringing important information to their attention; and being responsive to them and addressing issues effectively and in a timely fashion to their satisfaction.
Our Customers
Each of our business segments has a unique set of customers and uses a tailored approach to communicate and respond to them.
| Our Customers Are… | Our Customers Need… | We Communicate with and Respond to Our Customers through… | |
|---|---|---|---|
| Liquids Pipelines | Producers, marketers and refiners. | Competitive rates; access to the best markets; pipeline capacity and reliability; maximized pipeline network performance. | Regular meetings (>500 in 2017). Online systems for convenient scheduling. Reporting and monitoring of their service. |
| Gas Transmission & Midstream | Onshore and offshore (Gulf of Mexico) shippers, including local distribution companies, producers, marketers, power plants and end users. | Competitive rates; access to the best supply and markets; operational reliability and timely access to critical information. | Online systems for convenient contracting, scheduling, reporting and monitoring of their service. Regular meetings. Customer training sessions. 24/7 hotline for system issues. |
| Utilities | |||
| Enbridge Gas Distribution (EGD) | Approximately 2.2 million residential, commercial, institutional and industrial users in Ontario, Quebec, New Brunswick and New York State. | Safe and reliable delivery; and fair and reasonable delivery rates. | Monthly billing which creates the opportunity to communicate 12 times per year resulting in 25 million customer contacts each year. 24/7 customer-service web access. Interactive voice response via call centre and email. Paperless billing Social media; online surveys; newsletters; safety information. Energy conservation programs. Customer surveys conducted by third parties. Ombudsman Office. |
| Union Gas | 1.5 million residential, commercial, institutional and industrial customers in more than 400 communities across northern, southwestern and eastern Ontario. | Safe and reliable delivery; and affordable delivery rates. | Monthly billing which creates the opportunity to communicate 12 times per year resulting in more than 16.8 million customer contacts each year Unionline web-based transaction and information tool. Social media; online surveys; newsletters; rates information. Energy conservation programs. Third-party Mastio customer value and loyalty surveys. |