Alberta Utilities Commission introduces new changes
Posted Oct 14, 2011 10:53 pm.
This article is more than 5 years old.
The Alberta Utilities Commission has implemented changes to disconnection and reconnection practices to protect vulnerable customers.
The new procedures are the result of an inquiry into the death of John Davis, who froze to death in 2006 after his gas was shut off.
A-U-C spokesman Jim Law tells 660News one new change includes allowing others to help in reconnection.
“Allowing family or friends the ability to get basic information so that they can pay a customer’s bill and get them reconnected,” Law said. “If you recall in the instance of John Davis, this was a crucial thing that didn’t happen, the mother thought she had paid, didn’t realize some of the money had been returned and because of privacy concerns, that just went unresolved.”
For customers who paid their bills but are still disconnected at the start of winter, Law said a utility retailer will identify those affected by November 1st and attempt to phone three times over three days.
If unsuccessful, a visit or a notice will be left at the residence.
For others who haven’t paid at the start of winter, contact will be attempted along with a follow-up to see if there’s an indication of vulnerability like a disability.
The Red Cross, Alberta government support groups, the privacy commissioner and the Utilities Consumer Advocate were involved in the process.
Following the release of the inquiry which was released in May, the A-U-C also extended the moratorium period.
