Sophie Petrillo, Ombudsman
Sophie Petrillo has been with the Office of the Ombudsman at Hydro One since the office first opened in March 2016. Prior to her appointment as the Ombudsman in August 2017, Ms. Petrillo held the roles of Ombudsman Investigator and Acting Manager. As the Ombudsman, Ms. Petrillo is responsible for receiving and resolving complaints arising out of the operations of Hydro One. By working with both customers and the company, Ms. Petrillo aims to help Hydro One deliver just, fair, and equitable services to the public.
Ms. Petrillo graduated from the University of Toronto with an Honours Bachelor of Science (Hons. BSc) degree and then went on to earn a Bachelor of Laws (LL.B) from Queen’s University. After being called to the bar in 2002, Ms. Petrillo worked as a commercial litigator at the law firm of Pallett Valo LLP, and most recently as in-house counsel for The Toronto-Dominion Bank. Ms. Petrillo has significant experience in conducting investigations, engaging in conflict resolution, and ensuring that business activities comply with legal, regulatory, and privacy requirements.
Ms. Petrillo reports directly to Hydro One’s Board of Directors. As an office of last resort, the Office of the Ombudsman will conduct an independent, fair, and thorough review of complaints that Hydro One has been unable to resolve.
Ifeoma Ikem, Ombudsman Investigator
Ifeoma Ikem works as an Investigator with the Office of the Ombudsman, with particular focus on early resolution of complaints between Hydro One and the public. She has gathered extensive experience about the utility industry, having held various positions with Hydro One where her responsibilities ranged from performance benchmarking to regulatory reporting and development of utility best practices. Ms. Ikem holds a Bachelor in Engineering from Ryerson University and a Masters in Business Administration from the University of Toronto (Rotman). She is passionate about conflict resolution and values the opportunity to use her passion to build relationships between Hydro One and its customers.
Kathleen Burke, Policy Advisor and Ombudsman Investigator
Kathleen Burke is a Policy Advisor and Investigator in the Hydro One Ombudsman’s office where she conducts investigations into customer complaints, addresses systemic issues and advises on regulatory developments that may impact customers.
Ms. Burke has a broad regulatory and energy background. Prior to joining Hydro One, Ms. Burke investigated and prosecuted breaches of the Market Rules as legal counsel to the Independent Electricity System Operator, and managed regulatory strategy and compliance solutions as the Manager of Regulatory Law at Toronto Hydro. She also practiced as a regulatory litigator at two national law firms where she developed an expertise in electricity markets and regulation. Ms. Burke uses her experience to bring about reasonable and efficient outcomes to customer concerns and complaints.
Ms. Burke holds a law degree from the University of Western Ontario and a Bachelor’s degree from the University of Toronto. She has appeared before energy tribunals and all levels of court in Ontario and Alberta and has made submissions to the Supreme Court of Canada.
Elizabeth DiRuscio, Executive Assistant to the Ombudsman
Since graduating, Ms. DiRuscio has worked her way up through administrative positions in the predecessor companies of Hydro One. She has supported senior executives at Hydro one and Capgemini Canada for over 20 years and brings with her an extensive knowledge of the utility industry as well as its stakeholders and customers.
Firas Ayoub – Ombudsman Investigator
Firas Ayoub is an Investigator with the Office of the Ombudsman, where he focuses primarily on the investigation and early resolution of complaints between Hydro One and the public.
Mr. Ayoub has a long-standing interest in the energy sector, having obtained a Masters in Energy Policy from the Fletcher School of Law and Diplomacy at Tufts University and previously serving as Newsletter Editor for the Ontario Bar Association’s Natural Resources and Energy Law Section.
Prior to joining the Office of the Ombudsman, Mr. Ayoub developed his expertise in dispute resolution practising at a number of boutique construction law firms in Toronto, and as part of his articles with the Dubai offices of a leading UK law firm as part of its International Arbitration Group.
Mr. Ayoub graduated from the Faculty of Law at McGill University in 2012 with common and civil law degrees, and was called to the Ontario Bar in 2014. Prior to law school, Mr. Ayoub received his Honours Bachelor of Arts from Brown University. He is fluent in French and Arabic.
Greg London – Ombudsman Investigator
Greg London is an investigator with the Office of the Ombudsman at Hydro One. In this role Mr. London conducts investigations into individual customer complaints as well as broader systemic issues that impact the company and its customers. Mr. London has significant expertise in dispute resolution and relies upon these skills to ensure customer concerns are addressed appropriately.
Prior to joining the Office of the Ombudsman at Hydro One, Mr. London worked for 8 years at Toronto Hydro where he gained a detailed understanding of Ontario’s electrical distribution industry. Before working at Toronto Hydro, Mr. London worked as counsel at a large national law firm where he represented clients in various dispute resolution forums, and appeared as counsel before a variety of administrative tribunals.
Mr. London holds a Law Degree and a Master of Industrial Relations Degree from Queen’s University and a Bachelor of Business Administration Degree from Simon Fraser University.