April 9, 2019
Sent via email Letter L-9-19
Mr. Doug Slater
Director, Regulatory Affairs
FortisBC Energy Inc.
16705 Fraser Highway
Surrey, BC V4N 0E8
gas.regulatory.affairs@fortisbc.com
Re: FortisBC Energy Inc. – L. N. Complaint – Further process required
Dear Mr. Slater:
The BC Utilities Commission (BCUC) received a complaint from a FortisBC Energy Inc. (FEI) customer N. L. (Customer) on March 27, 2019. In the complaint, the customer alleges that she had set up pre-authorized payment for her natural gas bill. However, due to an administrative data-entry error by FEI, the complainant’s bill payments were withdrawn from a different customer’s account for a period of approximately 9 years.
Based on the correspondence received from both the Customer and FEI, and due to the gravity and timing of this matter, the BCUC will be conducting a further review of the complaint. The BCUC will issue a regulatory timetable outlining the review process shortly.
Given the above information, the BCUC requests that FEI suspend collection of the historical balance of the customer’s account until the BCUC review process is complete. Should FEI consider any disconnection or credit action in relation to this customer, FEI should first notify the BCUC.
Sincerely,
Original signed by:
Patrick Wruck
Commission Secretary
KN/dg
cc: Complainant N. L.