Fortis responds

Recently Castanet readers have raised concerns about their FortisBC energy bills. We understand that electricity costs are an important consideration in household budgets. We strive to provide a safe and reliable supply of electricity at the lowest reasonable cost, and ensuring customers’ bills are accurate is a priority for us.
 
There are a number of reasons why customers may see a higher than expected bill. What is important to know is that FortisBC works with each customer individually to try to determine the reason.
 
Being aware of how energy is used in their home can help customers identify ways to reduce utility bills. For example, weather can be factor. Using heating or cooling during periods of extreme weather will affect the balance that appears on a bill. Sometimes bills can be higher than expected because they include a past due amount.
 
Another reason a bill may be higher is due to an estimate. An estimate takes place when the meter cannot be physically read. In this case, the actual energy used is still recorded by the meter, and once a verified reading can be obtained, a bill adjustment will be made to ensure FortisBC only charges for the actual amount of energy used. One of the benefits of the advanced metering infrastructure project recently activated in Kelowna is the virtual elimination of bill estimates.
 
We are committed to helping customers save energy in their homes, and FortisBC can provide conservation advice, tools and financial incentives. For customers who prefer to pay the same amount each month, regardless of seasonal fluctuations in energy use, they may sign up for an equal payment plan. With this plan, a bill is issued each month for the same amount, based on the monthly average of the previous year. Regardless of the circumstances, if you believe you have received an inaccurate billing statement, we want to hear from you right away.
 
After speaking with FortisBC, if customers are still concerned about their meter, they may request the meter be audited or verified for accuracy by Measurement Canada, the federal government agency responsible for enforcing measurement standards in the sale of goods and services.
 
We value our customers and always work closely with them to resolve issues. We encourage customers to call us directly with questions about their electric bill at 1-866-436-7847 or to visit fortisbc.com/electricity for more information.
 
Roger Dall’Antonia,
Executive Vice President, Customer Service & Regulatory Affairs, FortisBC