Yukon Energy recognizes that customers have concerns about their electricity bills, particularly at a time when many Yukoners are experiencing affordability pressures. 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.
To help address common concerns and provide greater clarity, we've compiled answers to frequently asked questions below.
Yes, you still need to pay your bill. If you think you may have missed a bill or haven’t received one for a few months, please contact us. We can review your account, make sure your information is up to date, and explain any outstanding balance so there are no surprises.
We also encourage you to sign up for My Account, where you can:
Our customer service team is working diligently to proactively review accounts and support customers on a case-by-case basis when issues do arise to ensure concerns are addressed accurately. Because each situation requires individual attention, response times may be longer than usual, and requests are being handled in the order they are received. While it may take up to a week for our team to respond, customers can be assured that every inquiry will receive a follow-up.
No. Your meter is accurate. Some issues have occurred in the billing system, not the meter. If there’s ever a discrepancy, we always return to the meter reading as the source of truth and correct your account if needed.
A multi-period bill is a statement that includes more than one billing period. This can happen when a previous bill was delayed or adjusted, when estimated readings are replaced with actual readings or when corrections are made to your account.
How to read it:
What it means:
Estimated bills may occur when we’re unable to read your meter. Common reasons include snow or ice blocking access to the meter, or extreme cold temperatures that make it difficult and unsafe for meter readers to work in those conditions.
Now that the winter months are behind us, we’re revisiting sites that were a challenge to obtain actual readings from and improving how estimates are calculated.
The delays are linked to some issues within our billing system, including:
We are working directly with the billing system partner to identify, prioritize, and resolve outstanding issues.
The number of customers affected varies by issue. Different issues have impacted different customers at different times and in different ways. While some issues have affected dozens of customers, others have affected hundreds. We recognize that even a small number of impacted accounts is significant, and we take that seriously.
We are reviewing accounts individually on an ongoing basis to identify and correct any issues, and we are working directly with affected customers to resolve concerns.
We are taking action by working with our billing system provider to resolve issues, implementing additional manual account checks and increasing customer support.
We have also taken the following steps:
Your meter records your actual consumption, and we use that data to verify and adjust your bills as needed. If an estimated bill is higher than your actual usage for a billing period, any overpayment will be credited to your account once subsequent meter readings confirm the lower consumption.
Bills are reviewed regularly, with issues addressed as they arise through ongoing monitoring that helps us quickly identify concerns, correct accounts, and continuously improve our processes.
Please contact us—we’re here to help. Our customer service team is happy to walk through your bill with you, compare it to your meter reading, and make corrections if needed. You can reach our customer service team at (867) 993-5565 or email us at billing@yec.yk.ca.
We are working closely with the Yukon Utilities Board, the independent regulator that oversees utility service, electricity rates and holds us accountable.
In addition:
If your bill is higher than expected and you're finding it difficult to pay them, we offer payment plan options to help you spread out the cost over several months. Just reach out to our customer service team.
If you need assistance managing your payments, please contact our customer service team. They can discuss available payment plan options and help find a solution that works for your individual circumstances.
No. We stopped issuing late fees immediately after learning of the issues with the system.