The Customer Service team implemented several new initiatives last year, many of them as a direct result of customer feedback and requests.

 “Our customers are faced with an increasingly challenging and complex business environment, and we continue to explore new or more flexible enhancements and services to meet customer needs.” says Steve Emond, vice-president, System Design and Commercial Operations. “Our focus on continuous improvement resulted in the implementation of a number of process changes and enhancements in 2007. While many of these new initiatives began as initial discussions to address specific customer’s needs and requests, they were developed and implemented in a way that benefited all customers. A lot of credit goes to our front-line staff for taking our operational excellence strategy and putting it into practice.”

Some of the highlights from 2007 include:

Open Season Bid Deposit Changes
With these changes, existing customers of the Canadian Mainline, Foothills System and the Alberta System will no longer be required to provide a deposit with each Open Season bid for new or existing capacity. More...

IT Bid Rate Enhancement Feature
The new IT Bid Rate Enhancement feature is an edit into the NrG system which provides customers with a validation message that lets them know when they have bid over the minimum IT Bid Rate. More...

CSV Reporting System for Mainline Invoices
A new report is now available that provides the Mainline invoice in a downloadable CSV format and allows customers to upload the data directly into their systems. More...

Automated Phone Notification Service
As a complement to the NrG services already provided, the Automated Phone Notification system is an outbound calling service that was implemented to enable TransCanada to directly contact a large number of customers simultaneously if system or operational upsets occur. More...

Extension of FT-RAM Pilot
TransCanada received approval from the National Energy Board to extend the FT-RAM (Firm Transportation, Risk Alleviation Mechanism) pilot on the Canadian Mainline System for a period of two years to Oct. 31, 2009. More...

We’re always interested in feedback and ways we can help customers be more efficient and effective utilizing our systems,” says Steve. “Whether it’s a question on a new service or providing training for new staff, our Customer Service team has a variety of ways to help you get the most out of TransCanada’s systems and services. We’re here to help.”

For more information, contact our Call Centre toll-free at 1.877.920.PIPE (7473).