ATCO Electric Yukon has launched an independent third-party review of the electricity billing system used to generate electricity bills for both ATCO Electric Yukon and Yukon Energy customers. The review is being conducted by MNP LLP, an independent firm with expertise in utility billing systems, business processes, and customer service.
The purpose of the review is to confirm that customers are being billed accurately and to identify opportunities for improvement with the billing system. The audit will review a sample of customer accounts across both utilities to assess the accuracy of billing across the system and identify opportunities for improvement. This is a system-wide audit and is not intended to provide customers with a detailed review or determination of whether their individual account has been billed correctly. ATCO will absorb all costs of the review.
Yukon Energy customers who would like their account to be considered for inclusion in the audit can register by completing the online Opt-In Form by September 25, 2026. Register here: www.atcoelectricyukon.com/audit
The final customer sample and participant selection criteria will be determined solely by MNP LLP based on audit parameters and methodology. Neither ATCO Electric Yukon nor Yukon Energy will influence the selection of participants.
We continue to collect meter readings from homes and businesses across Yukon to ensure bills accurately reflect electricity usage.
When an actual meter read cannot be collected — for example, when a meter is blocked or inaccessible — we contact the customer directly by door hanger, email or phone to let them know.
Our Customer Service Representatives also continue to manually review every bill for accuracy before it is issued. Less than 1% of bills have required corrective action, and 99% of bills have been issued on time. When specific issues are identified, such as billing adjustments, refunds, or payment arrangement needs, affected customers are contacted directly by our Customer Service Representatives and supported through the resolution process.
Yukon Energy continues to work closely with ATCO Electric Yukon and our billing system provider to investigate known system issues, address their root causes and implement both interim corrective measures and longer-term solutions.
This work is making progress on several issues that directly affect customers, including:
Improve the logic used to calculate estimated bills when an actual meter read cannot be obtained. The goal is to ensure estimates better reflect seasonal changes in electricity use and are more accurate;
Adjust system thresholds to allow more actual meter readings to be accepted and used for billing when it is significantly higher or lower than previous months; and
Streamline the number and type of system flags generated each day that require review before bills can be issued. This helps bills reach customers more quickly.
Senior leaders from both utilities also continue to meet regularly to oversee progress. Yukon Energy has also onboarded a new Customer Service Representative to help provide additional customer support. This added capacity will help the team respond more quickly and effectively to customer requests.
If you have questions about your account or bill, or concerns about being able to pay your bill in full, please get in touch with our Customer Service team at billing@yec.yk.ca or (867) 993-5565.
Every inquiry is reviewed individually, and we remain committed to working directly with customers to understand and resolve their concerns.
We will continue to provide regular updates as we address billing system issues, improve billing processes, and work toward a more accurate, timely and reliable billing experience for customers.
You can read our August update here.
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