An 11-member customer service group will soon be transitioning to Utilities Kingston, to further enhance the level of customer service provided to our community.

In 2022, while transitioning our new president and CEO David Fell into the organization, we reviewed the commitments of our Strategic Plan 2021-2025 and identified key organizational changes. These changes will position us to deliver on the goals outlined in the plan. They include restructuring the company to create a customer care branch.

In an arrangement that’s been in place since Utilities Kingston was incorporated, the customer service group has historically been part of City of Kingston staff, while answering inquiries for Utilities Kingston, through a service agreement.

The customer service group answers inquiries from the public by phone, email and through online applications for the integrated services of electricity, natural gas, water, wastewater, and water heater rentals. Utilities Kingston is unique in Ontario in providing a wide range of services under one roof, including fibre optic and wireless telecommunications.

We know that consumer values are changing and that customers are looking for their utility company to take innovative approaches in the delivery of utility services. Our focus will continue to be, “how can we improve upon the customer experience and ensure that what we’re doing fits with what the community wants and needs in us?”

By bringing the group into Utilities Kingston, we look forward to integrating the voice of our customer into everything we do in managing, operating and maintaining community infrastructure to deliver safe, reliable services and a personal customer experience.

The change will take place on Jan. 1 and no jobs are being lost in the transition.

You can count on us!