As Elexicon Energy developed its 2027-2031 Investment Plan, the utility saw an opportunity to include customers input into the utility recognized that meaningful customer engagement starts with informed participation.
The utility created a consumer outreach initiative that gives customers the knowledge they need to provide meaningful input into the investments that will shape the future of their local utility. The ‘Have Your Say,’ initiative helped customers learn about the challenges facing the distribution sector, including population growth, electrification, aging infrastructure, and extreme weather. The campaign provided clear, accessible information about future investment options and the trade offs involved, giving customers the knowledge to provide informed feedback.
One of its tactics was a survey promoted through a wide range of channels, including social media, bill inserts, advertising, community newsletters, local business organizations, and municipal partners. The goal was to reach as many customers as possible across its diverse service territory.
Customer feedback directly influenced Energizing Growth, Elexicon’s 2027–2031 Investment Plan. To show customers how their input shaped the final plan, Elexicon created a dedicated webpage, visual resources, and videos that explained the plan in plain language and highlighted its five investment focus areas.
The initiative generated strong participation. Nearly 10,000 customers completed the survey, including residential, business, and seasonal customers. Close to 80 per cent of respondents supported the proposed level of investment or wanted to see even more investment in the electricity system.
By involving customers throughout the planning process and demonstrating how feedback influenced its planning decisions, Elexicon strengthened trust and improved understanding of the utility's role in supporting growing communities. The initiative also set a strong example of customer focused planning within Ontario’s distribution sector.