Service reliability is measured by the system average interruption duration index (SAIDI), which reflects the average service interruption time per customer. Service interruptions can be caused by scheduled system maintenance, bad weather, invasive vegetation or defective equipment. Rollout of next-generation meters has improved outage detection and service restoration.
We are investing heavily in upgrades to equipment and various facilities to make the system stronger. According to the standards developed by the North American Electric Reliability Corporation, a vegetation control program must also be implemented to prevent outages and accidents.
All kinds of emergencies can occur, from equipment breakdown to natural disasters. Emergency measures are managed as an integral part of Hydro-Québec’s procedures.
We have signed a mutual support agreement with neighbouring systems. Under this agreement, we cooperate with other North American power utilities when natural disasters occur.
Activities in 2016
- Service hours were extended from 8 a.m. to 8:30 p.m. on weekdays and from 9 a.m. to 5 p.m. on weekends.
- Marking a first, customer relations centres were open on July 1 from 9 a.m. to 5 p.m. This holiday is traditionally moving day in Québec. On that day, representatives responded to 3,758 calls.
- For 90% of simple service connections, service was provided within 10 working days (83% in 2015). We completed 15,753 simple service connection requests.