FortisBC Inc. (FortisBC) Application for a Certificate of Public ...

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Response:
FortisBC Inc. (FortisBC or the Company)
Application for a Certificate of Public Convenience and Necessity
for the Advanced Metering Infrastructure Project
Response to British Columbia Utilities Commission (BCUC or the Commission)
Information Request (IR) No. 1
Submission Date:
October 5, 2012
Page 284
Although the flowchart does not show direct contact via the customer premise, the notes at the
bottom of the flowchart under “Non-Pay Disconnection Eligibility Criteria” more clearly outline
the FortisBC policy.
Direct contact with customers via a site visit to the premises is the most frequently-used form of
contact for an account being disconnected for non-payment. The FortisBC process is to contact
a customer either by hanging a 48-hour door tag at the premise or speaking to them via phone.
FortisBC believes that these notifications, and the internal policy that requires at least two points
of contact with the customer, provide adequate notification for making payments or
arrangements. This policy is also compliant FortisBC Electric Tariff guidelines.
It is important to note that in rare cases it is not always possible to access a customer’s
premises due to safety reasons or access issues and the other forms of contact must be used.
Response:
116.2 Explain why the flowchart does not address temperature extremes as a limitation
on disconnection.
The flow chart was intended to provide a general overview of the collections process. As a
result it doesn’t list all the numerous factors considered by FortisBC before disconnecting a
customer, including overdue balance, payment history, temperature extremes, holiday seasons,
economic hardship and other extenuating circumstances. FortisBC does not believe that a
written process can adequately address all of these factors. As well, FortisBC never loses sight
of the fact that overdue balances are funded by all FortisBC ratepayers.
FortisBC will avoid disconnections when the temperatures reach a daytime high of -5 within any
area of the service territory.
Response:
116.3 Explain why the inability to make a payment is not shown.
As discussed in the response to BCUC IR1 Q116.2, the flow chart was intended to provide a
general overview of the collections process. As a result it doesn’t list all the numerous factors
considered by FortisBC before disconnecting a customer, including steps taken when
customers are challenged to make a payment. Upon contacting a customer that is scheduled