Communication and Engagement
The Corporation is committed to timely, open and transparent communication with its customers, the public, Indigenous groups, employees and other stakeholders. Customer and Public Communications SaskEnergy uses a variety of communication methods with its more than 400,000 customers, including print and online media, direct contact through the telephone, and in-person contact. The Corporation also invests in digital technology to make it easier for customers to access the information they want or need. This includes online access to customer accounts and the ability to report meter readings online. SaskEnergy is continually looking at ways to make it easier and more efficient for customers to contact the company. For example, recently, the Corporation launched new and modern websites for SaskEnergy and TransGas. These websites offer additional self-service options for customers. In addition, the Corporation introduced a text messaging service to keep customers up to date on their SaskEnergy appointments. Sask 1st Call is the initial customer contact for those who intend to dig, to request gas line locates before any work takes place. It provides a screening and ticket notification service on behalf of 116 companies including SaskEnergy and TransGas. Customer line locate ticket volumes increased by six per cent in 2021-22 compared to 2020-21, with 68 per cent of those requests coming from online services — an increase of four per cent from the previous fiscal year. The ‘one call’ service also provides Sask 1st Call members with more targeted notifications to ensure only those who own underground infrastructure in the specific area where work is being contemplated are notified of the need for line locates. Sask 1st Call continues to promote the importance of ‘Click’ or ‘Call’ Before You Dig to increase awareness of this service and safety initiative within the province. TransGas has 130 transportation and storage customers managed through dedicated account representatives to meet each customer’s needs. It also promotes communication through TransGas Customer Dialogue — a process in which TransGas and participating customers meet to openly discuss a wide array of topics ranging from services and policies to financial results and rates. TransGas uses the Customer Dialogue process as an input to its decision-making process. SaskEnergy works closely with independent plumbing and heating professionals as part of the SaskEnergy Network. There are 199 residential Network Member contractors in 58 Saskatchewan communities and 77 commercial Network Member contractors in 20 communities. SaskEnergy Network Members support the natural gas
industry and SaskEnergy by delivering downstream services and assisting customers in accessing natural gas solutions for their homes, businesses and farms. Critical corporate initiatives, such as creating public awareness around energy efficiency and public safety (“Click Before You Dig”), are also promoted through multimedia advertising and communications campaigns, as well as direct-contact programs such as contractor safety breakfasts, first responder training sessions and landowner mail-outs. SaskEnergy has a strong commitment to providing safe and reliable service to customers, ensuring they understand how to use natural gas safely and that the Corporation responds in a timely manner. This includes public awareness about what customers should do if they smell natural gas and how to protect themselves from carbon monoxide poisoning. Major corporate initiatives, such as changes to the Corporation’s delivery or commodity rates, are communicated through news conferences and public events, and are supported through information distributed on SaskEnergy’s website and on customer bills. Tools, such as e-billing and equalized payment plans, give customers greater control over the management of their natural gas bills. The Corporation continues to analyze the usage of social media tools in its utility business context. The SaskEnergy website also provides access to corporate information, such as quarterly financial updates and annual reports, energy efficiency and safety-related information, as well as career opportunities and the ability for charities and non-profits to request financial support through the Corporation’s community investment program. SaskEnergy’s annual customer satisfaction surveys indicate that there is a high level of efficacy and support for the Corporation’s approach to customer communications. Shareholder Communications As a Crown corporation, SaskEnergy complies with the communications requirements of its Owner and by statute, in accordance with a Board-approved external communications policy. Through the Board Chair, the Board is accountable to the Minister Responsible for SaskEnergy. The Minister functions as a communications liaison among the Corporation, CIC, Cabinet, the Provincial Legislature and the public. SaskEnergy complies with its statutory obligations for the approval and disclosure of information. These responsibilities include: • Annual approval of the Corporation’s business/ performance management plan, including capital expenditures.
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