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When the ombudsman blew the whole thing up — what was the response? One of those bland, formulaic, cliché-infested corporate-speak useless apologies

Now none of these specific instances gives anything like the real story here. The anguish of old people thinking they are afoul of the utility, that their electricity might be cut off is the real story. The nerve-destroying attempts to get in touch with Hydro One and having them explain and correct their mistakes. The interminable wait for someone to help and fix the situation. Sitting at home under siege from the collection agencies.

And then, when the ombudsman blew the whole thing up — what was the response? One of those bland, formulaic, cliché-infested corporate-speak useless apologies. From the head of Hydro One came this explanation: it was the work of “bugs.”

“We’ve been working out some of the bugs,” he said. “A few of the problems — the more complicated ones — have gotten away from us and now we’re doubling down on solving those problems.… People who have overpaid can ask for their money back, and no fees or interest will be charged if Hydro One has made a mistake.”

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This is not an apology or a repair. The ones subjected to wrong bills have had at least part of their lives upset, in some cases put through weeks or months of frustration and worry, and those fed to the collection agencies actively harassed and pilloried. Doesn’t Hydro One have some obligation to these folks? Can they simply declare it’s a mistake made by their $200-million billing system and walk quietly off?

The CEO himself should visit some of these customers. Show up at their doors — feel the cost of what his behemoth of a company has inflicted on ordinary people. Grievances of this number, incompetence on this scale, cannot be washed away with the wave of an apology wand and a tepid resolution that “we’re working on it.” Customers deserve so much better.

National Post