Local Service. Here For Our Customers
Customer service is an important part of how Synergy North delivers on our purpose to Power People’s Lives. Our local Customer Service team, based in Thunder Bay, is often the first point of contact for customers and plays an important role in making their experience with Synergy North simple, responsive and supportive.
Every day, our team helps customers manage their accounts, answer questions, resolve issues and connect with the programs and resources available to them. Being locally based means our team understands the communities we serve and the unique needs of customers across our service area.
Service You Can Count On
Our Customer Service team is here to make managing electricity service as straightforward as possible. Whether customers have questions about their bill, need to open or update an account, are planning a move or need help finding the right information, our team provides timely, knowledgeable and responsive support. Every interaction is an opportunity to provide clear answers, help resolve questions and make it easier for customers to manage their account with confidence.
We answered 43,858 calls from customers looking for information and support with their accounts.
We helped 2,700 customers set up new accounts in 2025.
Most customers are connected quickly when they call, with 94.2% of calls answered within 30 seconds.
We supported 5,744 moves and account closures, helping customers through service transitions.
94% of customers surveyed reported being satisfied with their experience with Synergy North.
E-billing participation increased by 40.7% in 2025, as more customers chose the convenience of paperless billing.
Listening to Our Customers
Customer feedback is an important part of how we measure our performance and identify opportunities to improve the customer experience. Through our customer surveys, we hear directly from customers about their experiences with Synergy North and use those insights to help shape how we deliver our services.
One of the ways we measure this feedback is through our Net Promoter Score, which reflects how likely customers are to recommend Synergy North. In 2025, our NPS was 41, providing an important benchmark as we continue to listen, learn and improve the way we serve our customers.
Supporting Customers When They Need It
Our Customer Service team plays an important role in helping customers understand the support available to them. When customers are experiencing financial challenges, our team can provide information and help connect eligible customers with programs and resources designed to make electricity bills more manageable. By helping customers understand their options and access available assistance, we can provide support when it matters most.
$1.56 million in OESP assistance was provided to eligible customers.
$45,530 in emergency financial assistance was provided to eligible customers through LEAP.