July 2026 Customer Billing Update

Yukon Energy and ATCO Electric Yukon continue to provide regular public updates on the work underway to address customer billing concerns. These issues have caused frustration and uncertainty for many Yukoners, and we remain committed to improving the reliability, timeliness, and clarity of customer billing. Our June 2026 update is available here.   Billing Accuracy and Meter Reading  Yukon Energy has proactively implemented manual bill reviews to ensure each bill is verified for accuracy before being sent to customers. Today, fewer than one percent of customer bills are still waiting to be processed, marking significant progress toward getting billing back on track.  Since February, customers have been receiving bills based on in-person or ‘actual’ meter readings rather than estimates. Last winter, a higher-than-normal number of estimated bills were issued due to weather, system issues, and operational challenges. As actual meter readings continue to be collected, some customers may still see adjustments as their accounts are reconciled.  We continue to address a system issue that, in some cases, caused actual meter readings collected in the field to be incorrectly replaced with estimated readings. Despite this, our billing services remain stable, with approximately 97 percent of customer accounts billing as expected. The remaining three percent of accounts are being reviewed or followed up by our team.  Yukon Energy and ATCO Electric Yukon Customers by Community  The majority of Yukon Energy’s customers are located in Dawson City, Mayo, Faro, and other smaller communities across the territory. Residents of Whitehorse are ATCO Electric Yukon customers. Refer to the map below to see which utility provides service to each community.    Addressing the Root Causes  Yukon Energy continues to work closely with ATCO Electric Yukon and our billing system provider to identify the root causes of the billing issues and implement long-term solutions. We are also improving the system's estimation tool so it can more accurately reflect seasonal variations, including increased electricity use during the winter heating season.  In addition to these system enhancements, we are working with ATCO Electric Yukon to strengthen incident management and reporting, enhance internal governance practices, and improve process documentation to support more effective response and oversight.  Advocating for Customers  Yukon Energy continues to advocate to ATCO on behalf of customers throughout this process. We are working closely with ATCO to ensure billing concerns are addressed as quickly as possible, system improvements remain a priority, and customers receive clear communication and timely resolution when issues arise. A recent meeting of executives from Yukon Energy, ATCO Electric Yukon and ATCO was held in Whitehorse to discuss these important matters.   We know rebuilding trust takes more than words. It requires consistent action, transparency and accountability, and we remain committed to keeping all Yukoners informed as this work continues.  Support for Customers  If you have questions about your account or bill, we encourage you to contact 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 resolve concerns.  We appreciate the patience and understanding Yukoners have shown while this work continues.