Number

	F2001	F2002	F2003	F2004	F2005	F2006	F2007	F2008
Total Received	0	2	1	6	1	0	4	2
Total Substantiated	0	0	0	4	0	0	2*	2

The tally is for complaints received under the Freedom of Information and Protection of Privacy Act. BC Hydro's target remains zero complaints.

* In both cases (arising out of the same incident) one file was misplaced but recovered after the complaint was received.

Policies and procedures to protect consumer privacy are described in " Freedom of Information and Protection of Privacy" procedure and the "Handling of Confidential Information" procedure of the Conduct Expectations Policy.

Freedom of Information and Protection of Privacy

BC Hydro supports and encourages the routine disclosure of information in many ways. The website, customer services, public consultations and a variety of publications such as "Customer Connections" – included with bi-monthly bills – are all excellent sources of information about BC Hydro. If you are unable to obtain the information you are seeking through routine channels you may consider making a request under the Freedom of Information and Protection of Privacy Act (the Act).

Conduct Expectations Policy

BC Hydro is committed to behaving with integrity in all of its business relationships, complying with all applicable laws, and providing a healthy and safe workplace for all its employees. It is also important that the individuals and companies who conduct business with BC Hydro do so according to high standards of conduct.

To assist Directors and employees understand the standards of conduct that BC Hydro expects of them, the Board of Directors has approved a Code of Conduct. The Code provides general guidance on standards of conduct, including guidelines on conflict of interest, as well as requirements associated with confidential information, entertainment and gifts, environment and safety, and use of BC Hydro property.

Attachments to the Code of Conduct include:

• guidelines applicable to BC Hydro contractors, consultants and suppliers;
• a protocol to avoid Directors' conflicts of interests;
• additional discussion and clarification of conflict of interest, benefits and outside employment;
• a procedure describing how disclosures should be made to the Code of Conduct Advisor;
• a procedure describing confidential reporting of financial concerns to the Code of Conduct Advisor;
• an explanation setting out the conditions under which an exemption from Code requirements would be considered for employees and Directors, and
• a Form of Declaration which Directors and Officers of BC Hydro and its Subsidiaries are required to annually sign signifying their understanding of the Code.