To protect the privacy of certain individuals the names and identifying details have been changed.
Norm, often helped his aunt Meredith, a retired teacher in her late 70’s, with small fixes around her mobile home. One day she phoned to ask if he could help her solve an issue with her utility company.
Norm’s aunt had always received electricity bills from her competitive retailer. She was on a bundled billing plan with a competitive retailer but, for some reason, had started receiving an additional statement from the Regulated Rate Option (RRO) provider. Norm took a closer look at his aunt’s bills then decided to contact the utility company on her behalf.
Despite calling both companies repeatedly and talking to supervisors, Norm couldn’t find out why his aunt was getting two bills for the same property. Then one day, Norm found the Utilities Consumer Advocate’s phone number on the bill.
He called the UCA and explained what was happening. A Mediation Officer asked him to send some photos of his aunt’s electricity meter. Norm took photos of the meter and emailed them to the Mediation Officer, who was able to figure out what was going on with Meredith’s meter location and the meter readings for the retailers.
In addition to her competitive retailer’s bill based on her own usage, Meredith was receiving the RRO bill for her neighbour’s meter. Norm had trouble dealing with the utility companies. However, the UCA Mediation Officer figured out what was going on based on her experience with other consumers. The Mediation Officer worked with the companies to resolve the issue on behalf of the family. Meredith is no longer receiving two different bills.
A few weeks after her nephew talked to the UCA, Meredith saw the UCA booth at a community event. She thanked the UCA for help and took some business cards so she could refer her friends to the UCA.
If you receive a bill in error, contact your utility company immediately. If you still can’t resolve the issue, contact the Utilities Consumer Advocate for help.