Taking Action on Billing Concerns: An Update for Yukoners

Whitehorse, Yukon — ATCO Electric Yukon and Yukon Energy recognize that customers have concerns about their electricity bills, particularly at a time when many Yukoners are experiencing affordability pressures. “We want customers to know that we take accountability for these billing issues, and we are focused on immediate and sustained action to improve our billing systems and service. These challenges fall short of the level of service we expect to provide, and that Yukoners deserve, and work is already underway to address them,” said Jay Massie, Vice President of Northern Development and Indigenous Relations, ATCO Electric.    “We also want to confirm that the issues we are working through relate to the billing system, not customers’ meters. The meter at a customer's home or business remains the source of truth for understanding a customer's energy use,” said Stephanie Cunha, Vice President of Partnerships and Business Services, Yukon Energy. Billing Update We know that some customers are experiencing billing issues, and we sincerely apologize for the frustration, inconvenience, and uncertainty this has caused. Customers rightly expect their bills and account information to be accurate, timely, and easy to understand. We acknowledge that we are not meeting that standard for some customers, and we take that responsibility seriously. In 2023, ATCO Electric Yukon and Yukon Energy transitioned to a new utility billing system after our previous system reached the end of its service life. Since that transition, some system-related issues have affected customers. These challenges have included variability in estimates, account calculations, payment processing, and billing timing. As issues have been identified, we have worked to notify affected customers, review accounts one-on-one with customers, and make any necessary corrections. We recognize, however, that some customers have experienced multiple billing issues and that resolving these issues has taken longer than expected. We also recognize that some customers experienced a higher number of estimated bills over the winter months, and we are taking steps to increase the number of actual meter readings collected moving forward. Over the past several months, the Yukon government has also shared concerns from Yukoners about electricity bills and monthly estimations, including in a letter from the Minister of Energy, Mines and Resources in April. Actions We Are Taking This week, we committed to the Yukon government that we will address these billing issues with heightened urgency and transparency. This commitment reinforces the work already underway and our focus to resolve these challenges. We have been working closely with our billing system partner to identify, prioritize, and resolve outstanding issues, and while progress has been made, we recognize that further work is needed and remain fully committed to seeing this through. In addition to this, we have also taken the following steps: Enhanced account review and verification processes, including additional daily manual reviews of customer accounts and billing transactions. Increased follow-up on accounts with estimated meter readings, including dispatching staff to obtain additional actual meter readings where required and providing customers with options to submit meter photos for verification. Added meter readers and contractors in specific areas of the Yukon to increase the number of actual meter readings collected in the field. Added customer service resources to help reduce wait times and respond to inquiries more quickly. Continued the rollout of Advanced Metering Infrastructure (AMI) in ATCO Electric Yukon communities, which enables more frequent meter readings, improves billing accuracy, and provides customers with better visibility into their energy use. Yukon Energy is using lessons learned from this deployment to support AMI implementation in Yukon Energy-served communities beginning next year. Regulatory Oversight The Yukon Utilities Board – the regulatory body that approves our rates and holds us accountable for the service we provide our customers – is aware of these billing issues. We will continue to keep the Board aware of the work we are doing as we resolve these issues and strengthen our systems and processes. Supporting Customers We understand that trust is earned through reliable service, clear communication, and accountability. We are committed to resolving these issues, improving our billing processes, and ensuring customers receive the level of service they expect and deserve. We will provide monthly public updates on the status of identified issues, the progress being made to resolve them, and any impacts customers may experience. We are addressing all inquiries in the order they are received and working diligently to assist every customer as quickly as possible. Customers who have questions or concerns about their account are encouraged to contact: ATCO Electric Yukon (867) 633-7000 or atcoelectricyukonbilling@atco.com Yukon Energy (867) 993-5565; billing@yec.yk.ca We appreciate everyone's patience and understanding as we work through these challenges. Please know that our teams are working hard behind the scenes to improve service and deliver a better experience for all Yukoners. For more information, please visit these webpages: www.atcoelectricyukon.com/billingupdate https://yukonenergy.ca/customer-service/accounts-billing/customer-billing-concerns/