Frequently asked questions

Billing

We take meter readings and issue bills once every two months or approximately every 60 days. The billing period may vary depending on public holidays and weekends.

Customers may also choose to be set up on the Equal Payment Plan, which is a program for customers who want to pay a monthly rate. This rate is based on the past 365 days of usage at your service address. Once that rate is calculated, customers will pay that amount each month. Each year the actual consumption is compared to the billed amounts and an adjustment is made.

Why is my bill so high?

There are a number of reasons your bill could be higher than you expect and a number of options to help reduce your consumption. Customers are encouraged to investigate their consumption by asking the following questions:

Is there an outstanding past due amount?

Are the meter reads estimates? Sometimes, the meter readers cannot access the meter so an estimate is done. This estimate is based on the past consumption and might not reflect current usage. If this is the case, on your next bill you will see an adjusted amount to reflect the actual usage over a period of 4 months. For more information on meter reading and how to submit your own meter read, please click here.

A long spell of hot and cold weather increases most energy bills. In the winter, you will have your heaters on more and in the summer you will have air conditioners and fans on.

If you have new live-in relatives, tenants or house guests at your household, you can expect higher energy use. There will be an increase in showers, laundry, and overall power consumption.

Have you added anything new? Perhaps you have purchased a hot tub or you now have teenagers taking more showers. All of these lifestyle changes contribute to higher energy use.

It may be that your energy consumption is not actually higher than usual, but that your bill covers a longer period of time. Compare this bill with previous bills. The meter reading information on the left-hand side of your bill shows the number of days in the billing period and compares this year's daily average consumption and temperature against last year's.

For bright ideas to help you save energy and money, click here.

I went on vacation. Why didn't my bill go down?

There might be a drop in electricity consumption while you go on vacation. However, the savings on your bill may be less obvious if your vacation period falls over two bills.

Why is my bill different from my neighbours?

Customers often compare their electricity bills with their neighbours. Sometimes, they are similar, but most times, they are not. Differences in size of premises, number of family members and their ages, quantity and brands of electrical appliances, usage pattern, etc., can lead to variances in electricity consumption. No two homes are alike, and no two households have exactly the same energy-using patterns.

Demand metering

What is demand metering?

A demand meter is a type of meter that records and monitors the peak amount of electricity you require at any given time. The reason that we monitor and bill demand is that FortisBC needs to have that power readily available in the event that a customer requires it.

The demand meter records the customer's energy consumption, measured in KVA, as well as the customer's demand for every 15-minute interval. The highest peak demand recorded during one 15-minute interval is what is shown and billed on a customer's statement.

For more information about electrical demand and how to control your demand costs, click here.

eBill service

What is a FortisBC eBill?

A FortisBC eBill is an electronic version of your electricity bill sent to you via email. Once you register for FortisBC’s eBill service, you will no longer receive a paper bill in the mail.

What are the benefits of FortisBC’s eBill service?

It’s a fast, easy, and environmentally-friendly way to access your electricity bill, offering you the flexibility to view your bill from virtually anywhere.

How do I sign up for FortisBC’s eBill service?

There are two ways to sign up for FortisBC’s eBill service:

Online: 24/7 at www.fortisbc.com
Phone: 1-866-436-7847
Monday to Friday from 7:00 am to 7:00 pm

What do I need to have to be able to receive an eBill?

You will need to be the principal account owner, or be included on the account.
You will also need a valid email address. To access/view your FortisBC eBill, your computer will need Adobe Acrobat Reader software installed. You can download a free version of Adobe® Reader® from the Adobe website.
You do not require a password to access your eBill.

How will I receive my eBill?

An email will be sent to your verified email address. An account summary will be included in the body of the email, and a complete version of your bill will be attached in PDF format.

Is there a charge for eBill service?

No, eBill service is provided free of charge to all FortisBC customers.

How can I pay my eBill?

There are a variety of easy payment options available, including online payment options via your financial institution. If you currently pay your bill by submitting your bill stub at the bank, we strongly advise you to switch to internet or telephone banking or sign up for direct debit. Most financial institutions will not accept a print-copy of your bill for payment.

Can I continue with my current payment method if I sign up for eBill service?

Yes. If you haven’t done so already, we encourage you to consider one of the simple, easy and fast payment options now available to customers, including online and automatic payment options. Click here to find out how you can pay your FortisBC eBill.

When will I receive my first eBill?

Once you have registered for eBill service, and we have verified your email address, you will receive your next bill via email according to your billing cycle. If you are on a bi-monthly billing cycle, your eBill will be issued approximately 2 months after your last paper FortisBC bill. If you are on a monthly billing cycle, your eBill will be issued approximately 1 month after your last paper FortisBC bill.

Is eBill service safe and secure?

Yes. The privacy of our customers is a priority for our Company. All communication from your computer to our secure systems is encrypted to assure the confidentiality of all data sent and received. A digital certificate is used to verify the identity and authenticity of our servers. For more information, please view our Privacy Policy.

Is the bill I see online exactly like my previous paper bill?

Your FortisBC eBill contains all the same information as a paper bill, including information on services, charges and usage. Like a paper bill, your eBill may also contain important information and updates related to rate changes, upcoming capital projects, and/or collection-related issues.

Can I go back to paper bills, if I do not like receiving eBills?

Yes. You can request to receive a paper bill via mail by contacting us, or by filling out an online request form.

I need help understanding my eBill. How can I find out more information?

To learn more about the features of your eBill, check out our online tutorial.
For questions related to your FortisBC electricity account, including services, charges and payment options, please contact us.
For any other issues, please contact your internet service provider.

eBill service troubleshooting

I can’t open my FortisBC eBill. What should I do?

There are a variety of reasons why you may not be able to open your FortisBC eBill:

You don’t have the correct viewing software. FortisBC attaches your eBill to an email in an Adobe PDF file format. You can download a free version of Adobe® Reader® from the Adobe website.
If you have Adobe® Reader® installed and are still having trouble viewing your eBill, close all browser windows, then try to view your eBill again.
If you still can’t open your eBill, please contact your internet service provider for support.

I have registered for eBill service, but I haven’t received an eBill. What should I do?

There are a variety of reasons why you might not have received your eBill:

Email verification not complete. Please contact us.
eBill flagged as junk mail. Check your junk email box to see if the eBill was delivered to this folder, or contact your internet service provider to ensure the FortisBC is added as a valid email sender.
If after checking with your internet service provider you still haven’t received your eBill, please contact us.

Electrical services

How do I apply for an electrical account?

If you want to apply for a new account, apply online or simply call us at 1-866-436-7847 Monday to Friday from 7 am to 7 pm.

How do I terminate my electrical account?

If you want to close out your account, call us at 1-866-436-7847 Monday to Friday from 7 am to 7 pm or complete an electronic form. Please give us 3 working days advance notice of when you want the service to cease.

An account will also be automatically terminated when there is an application for a new account from a new customer. The registered customer is liable for all outstanding charges of an account as long as the account remains under his name.

How do I stop service at my old address and start service at my new address?

If you want to stop service at your old address and start service at your new address complete the online form or simply call us at 1-866-436-7847 Monday to Friday from 7 am to 7 pm.

How much advance notice do you need to open, close or transfer an account?

Please provide as much advance notice as possible. This way we can ensure a meter reader can go out to your old and new address and take a reading, so your closing and opening bill will accurately reflect your usage. Premises may be assumed to be vacant and subject to disconnection if we have not received an application for service.

How do I access my account information?

To access account information, call us at 1-866-436-7847 Monday to Friday from 7 am to 7 pm.

What has been done to protect our account information?

A number of steps have been taken to ensure that FortisBC's online services are secure and stay secure. Some of the safeguards are listed below:

All communication from your computer to our secure systems is encrypted to assure the confidentiality of all data sent and received.
A digital certificate is used to verify the identity and authenticity of our servers.

While FortisBC has taken these measures, there are also steps you can take to ensure you have a safe and secure online experience. For a list of things you can do, please click here.

Do we share your Personal Information?

FortisBC only shares personal information of our customers within FortisBC or with external entities and persons that need it to carry on the business of FortisBC. Such information may be shared in the collection of accounts, requests from legal and regulatory bodies such as the British Columbia Utilities Commission and as required or permitted by law.

Can I file an application request on behalf of another person?

You can file a request on behalf of another person provided you have legal authority to act on that person's behalf. You will be required to provide proof of that authority with the following; Power of Attorney, a Last Will and Testament identifying you as Executor of the Will or Heir to an Estate, or written or verbal authorization signed by that person acknowledging your authority to act on their behalf.

Can FortisBC refuse to set up an account?

FortisBC may refuse to set up a new service if the facilities are not available to provide adequate service, if the customer's facilities are not satisfactory, or if the applicant cannot provide satisfactory security for payment.

FortisBC may also refuse to set up an existing service if the applicant has an unpaid debt, or if the new applicant was living at the premise with the previous applicant wherein an unpaid account for services incurred now exists.

Fees & related services

Why do I have to pay a reconnection or connection fee?

The connection fee covers a portion of the costs associated for FortisBC personnel to go to the site and take an accurate starting read. For further details pertaining to the applicable fees please click here.

How is the Security Deposit Adjustment calculated?

Any security deposits that have been newly added, increased or decreased are calculated based on 3 months of consumption using the premise billing history.

Why do I have to pay a deposit?

A deposit charge of 3 months consumption is charged to each account if the account holder has not held an active account with FortisBC within the past year.

The only way to waive this deposit charge is to have a satisfactory credit check.

Is there any interest given for the deposit?

Annual interest is paid to customers for deposits that are held on the account. Interest ceases to be payable upon account termination or transfer of the deposit back to the account.

When will the deposit be refunded?

The deposit will be refunded to the registered customer upon termination of account or if the Customer has paid all billed amounts for each and every account on or before the due date for 12 consecutive months, and has maintained a credit to the satisfaction of the Company.

How is the Late Payment Charge calculated?

Customers' accounts not paid by the due date printed on the bill are considered in arrears. A late payment charge of 1.5% will be assessed each month (compounded monthly 19.56% per annum) on all outstanding balances not paid by the due date.

What is a Customer Charge?

A customer charge is applied every 2 month billing period. This charge recovers a portion of, among other things, the cost of assets that remain in place whether or not power is actually consumed. This includes not only readily visible things such as your transformer, meter and drop service, but also the distribution lines, transmission lines and substations which must remain in place whether or not electricity is consumed. The charge also recovers a portion of the costs of services such as billing and meter reading, which still occur even if power is not consumed.

Why can't I make regular payments with my credit card?

At this time we are not set up to take credit card payments. This is something we are looking into doing in the near future.

FortisBC will continue to review all payment options and look into alternatives. For a complete list of payment options, please click here.

Harmonized sales tax (HST)

As a qualifying residential customer, will the HST cost me more?

No, if you are a qualifying residential customer, the HST should not cost any more than what you have paid in the past, under the five per cent GST. You will now see a Residential Energy Credit (REC) of seven per cent for the provincial portion of the 12 per cent HST on your bill which decreases the HST to five per cent from 12 per cent.

Example:

Total bill before tax $100

HST 12 per cent $12

REC seven per cent ($7)

Total bill after tax and REC $105

What is the Residential Energy Credit (REC)?

The REC is a seven per cent credit for the provincial portion of the HST charged on the purchase of energy for residential use in a residential dwelling.

What portion of my bill is eligible for the REC?

The REC of seven per cent is applied to your basic charge and your energy consumption charge. The REC will not be applicable to service charges (connection fees, etc) or administrative charges (late payments, interest, etc).

What type of energy is eligible for the REC?

Energy for residential use, such as electricity, natural gas, heating fuel, heat, steam, propane and kerosene. This is outlined by the Government of B.C. on their website which can be accessed via the following links:

Which customers qualify as residential for purposes of the REC?

Residential use will generally include personal use or consumption at a residential dwelling by the owner, tenant or other occupant of the residence.

A residential dwelling is generally any place an individual ordinarily resides; including single family dwellings, apartments, residential condominium complexes, residential care facilities and portions of multi-use buildings used as residential dwellings.

A residential dwelling does not include any of the above while under construction; a hotel, motel, lodge, resort or part of a building providing overnight accommodation; a hospital or other institutional building; or those parts of a building used for non-residential purposes.

If you have a yardlight on your property this will not be eligible for the REC due to the yardlight not being used “in” a residential dwelling.

How do I sign up for the REC?

If you qualify as a residential customer, there is no need to sign up for the credit as it will automatically be calculated and applied to your bill. Eligibility is dependent on the terms defined by the Government of B.C. You can find this information on their website via the following links:

Purchasers have an obligation to advise energy suppliers when they are not eligible for the REC.

What will be displayed on the bills?

Separate lines for HST and the REC will be displayed in the taxes section of your bill. This section appears after your Current Electric Charges.

What if I am a residential customer that has a business in my home or if I live at my place of business?

You would be considered a mixed-use customer and will be charged 12per cent HST. The REC will not be applied to your bill. If you meet the eligibility criteria, you will be able to apply directly to the BC government for the Residential Energy Rebate (RER).

What is the Residential Energy Rebate (RER)?

The RER is for customers who purchase energy for both residential and non-residential use that are not separately metered; or not delivered by the energy supplier to the residence; or wood or pelletized fuel to be used as a source of residential energy in a residential dwelling; and are not eligible to receive the REC directly from an energy supplier. These “mixed-use” customers may apply directly to the BC Ministry of Finance for RER.

How do I reach the Canada Revenue Agency (CRA) or Government of British Columbia to answer more detailed questions about the HST, REC and RER?

For general information on the HST in BC, the government of BC can be contacted through their website at http://hst.blog.gov.bc.ca/, by telephone at 1-877-388-4440 or 604-660-4524 (Vancouver area) or by email at CTBTaxQuestions@gov.bc.ca.

For questions about the HST general transitional rules, or if you wish to make a technical enquiry of the GST/HST by telephone, please contact the CRA at 1-800-959-5525.

For information on the application of the HST, please visit the Canada Revenue Agency website at www.cra-arc.gc.ca/tx/pstr/trnstnl/menu-eng.html or www.cra-arc.gc.ca/gncy/hrmnztn

As a commercial, irrigation or industrial customer, how do I find the GST portion of the HST on my bill?

You will see the information pertaining to the GST portion of the HST on your bill. This information will be shown in the tax portion of your bill which is located under your current electric charges. The line is meant to help customers easily identify the GST amount they need for reporting purposes.

Is HST billed on electrical demand?

Yes, HST is billed on electrical demand as this is part of the energy used. You can find the electrical demand charge in the Current Electric Charges section of your bill.

How will the taxes be calculated on a bill that straddles the transition period?

Any charges that straddle the July 1 HST implementation date will be prorated and charged the applicable taxes based on the number of days HST will apply. For example, if your billing period is 06/15/2010 to 07/15/2010, the tax will be charged as follows:

For the 14 days before the July 1 implementation date, the basic and consumption charges will be billed at 5per cent GST, PST and ICE. The 15 days after the July 1 implementation will be at 12per cent HST with a seven per cent REC, where applicable.

Will the Innovative Clean Energy Levy still be charged?

No, the Innovative Clean Energy Levy (ICE) will no longer be charged after July 1, 2010.

Independent power producer

Does FortisBC allow generation to be connected to its distribution system?

Yes, provided that the installation is approved in advance by FortisBC and the interconnection can be done without adverse effects on the general public, or to FortisBC equipment or personnel.

For more information on distributed generation or becoming and Independent Power Producer (IPP), click here.

What is net metering?

Under the simplest version of net metering, there is a single meter that runs backwards when the generator produces more electricity than the customer requires and runs forward when the generator produces less than the customer requires. Customers are only billed for their positive "net consumption", which is defined as their total consumption minus their total generation in a given billing cycle, as shown by a positive meter reading.

Does FortisBC offer net metering?

The BC Utilities Commission approved FortisBC’s net metering tariff application in September 2009. The approval means FortisBC can implement a new net metering program, allowing residential and commercial customers enrolled in the program to be credited for electricity they produce. More information.

Other

I am a municipality with unmetered street and traffic lights. How do I submit changes to the number or type of lights?

Changes in load for unmetered services should be reported to FortisBC as they occur by faxing the Unmetered Service/Street Light Addendum to 1-866-540-6732. Signed copies will be returned to municipalities for their records and acknowledging the changes on the account.

I am building a new home how do I get power?

If you want to apply for a new account, apply online or simply call us at 1-866-436-7847 Monday to Friday from 7 am to 7 pm.

Where can I find my legal land description?

If you own the land, you can look for this information in the land title, mortgage papers or tax assessment information.

If you rent the property the legal land description may be located on your lease agreement. If it is not, contact your landlord or check with your municipal office.

What is the monthly cost for having a yard light?

Costs associated with yard lighting start at $16.00 per month. Installation costs are not included. For more information on yard lights, please click here.

Who reads my meter?

FortisBC Meter Readers take actual meter reads every two months. If you believe that there may be access issues preventing our meter readers from reading your meter, please call our Customer Contact Centre Monday to Friday from 7 am to 7 pm at 1-866-436-7847. For more information on metering and access issues, please click here.

Why was my damage claim denied?

Once FortisBC receives your claim, the cause of the damage is investigated by Fortis BC. The customer is then contacted outlining reasons why the claim was accepted or denied.

Customers should contact FortisBC at 1-866-436-7847 Monday to Friday from 7 am to 7 pm with questions why their claim was denied.

I just got a disconnection notice in the mail. What do I need to do?

If you get a disconnection notice, the first thing you need to do is contact us at 1-866-436-7847 Monday to Friday from 7 am to 7 pm. We will explore what options are available to you.

Can I make payment arrangements even if I do not get a disconnection notice?

At FortisBC we will try to accommodate appropriate payment arrangements with our customers. Please contact us at 1-866-436-7847 Monday to Friday from 7 am to 7 pm to speak with a Customer Service Representative who will explore what options are available.

How do I dispose of my Compact Flourescent Lights (CFLs) properly?

To dispose of your Compact Fluorescent Lights (CFLs) properly, place the CFL in a sealed plastic bag and dispose the same way you would batteries, oil-based paint, and motor oil at your local Collection Site. If your local Collection Site cannot accept CFLs, seal the CFL in a plastic Ziploc bag and place with your regular trash. For more information, please visit the Government of Canada website.

Outages

Why doesn't FortisBC always notify us of outages?

FortisBC tries to notify customers of planned power outages either by telephone or door tag notifications. For planned outages, FortisBC makes every effort to provide customers with the best information available. However, we are unable to notify customers in instances where the outage is out of our control. For instance, outages caused by weather, animals, fire or motor vehicle crashes.

In order to obtain estimated service restoration times, call FortisBC at 1-866-436-7847, 24 hours a day, 7 days a week and choose option 1.

What are some reasons for power outages?

Electrical outages can be caused by a variety of factors, including, but not limited to:

Storms: Wind, lightning, ice and snow are the most common causes of widespread outages.
Trees: High winds sometimes cause branches to come in contact with power lines. If your lights often blink on windy days, tree branches in the power lines may be the cause: please call 1-866-436-7847 so we can investigate.
Vehicles: Motor vehicles sometimes crash into utility poles or other equipment and cause outages.
Animals: Squirrels, birds and other animals may contact lines and cause short circuits.
Excavation digging: Shovels or other digging equipment can cause damage to underground cables.
High power demand: Heat waves and other times of unusually high power demand can overload our equipment and cause an outage or cause equipment previously weakened by lightning to fail.

What do I do if the power goes out?

First, verify that your whole house is out of power. You may have only blown a fuse or tripped a circuit breaker and need to check your service panel. Check to see if nearby streetlights or your neighbors are out of power.

If you have verified that the outage is not related to your own circuit breaker or fuse box, turn off or disconnect any appliances you were using when the outage occurred. Leave one light on so you will know when power has been restored. Then call us at 1-866-436-7847, 24 hours a day, 7 days a week and pressing option 1.

Payment & program options

Why has my monthly payment on the Equal Payment Plan changed?

Once you have been billed on the Equal Payment Plan for 12 months, the system recalculates a new installment amount for the next 12 months by comparing the actual consumption to the billed amounts and an adjustment is made.

How does the Equal Payment Plan work?

The Equal Payment Plan is a program that is offered to customers who want to pay a fixed monthly payment. This amount is based on the usage over the past 365 days at your service address. Once a monthly average is calculated, customers pay this amount every 30 days.

For more information or to enroll in the Equal Payment Plan, please click here.

What is Direct Debit and how do I enroll in the Direct Debit Plan?

FortisBC automatically withdraws bill payments from your bank account, if you are enrolled on the Direct Debit Plan. You will still receive bills showing your meter readings, usage, and current charges to date. Enrolling on the Direct Debit Plan will ensure your payment will always arrive on time.

All you need to participate in automatic payment is an account at any financial institution that provides banking and chequing facilities. The amount your financial institution charges to process your transaction varies, depending on the type of financial institution and the type of account you maintain.

To apply for Direct Debit payment, download the form, print it off, and mail or fax it back to us with a void cheque attached for processing. Click here to download the form.

Power theft & grow operations

What is FortisBC doing about theft of electricity?: FortisBC has an investigation process for premises suspected of diverting electricity. Confirmed thefts are reported to the police for follow up.
What should I do if I think there is a grow op or electricity theft in my area?: If you think there is a grow operation in your area, you should contact your local police department or call Crime Stoppers at 1-800-222-TIPS. You may report theft of electricity to FortisBC directly at 1-866-550-5444 or call the Crime Stoppers tip line.

Resource planning

With the growth that BC is currently experiencing, how does FortisBC plan to ensure sufficient generation capacity for its customers?: FortisBC generates approximately 45% of its electricity requirements with the balance met through power purchase agreements. The Company is in the process of developing a long term resource plan for submission to the BC Utilities Commission. The Resource Plan deals with FortisBC’s long term generation needs. To learn more about the FortisBC’s resource planning, click here.
Does the 2007 BC Energy Plan influence your decision making process for resource planning?: The 2007 BC Energy Plan plays a significant role in FortisBC’s evaluation of potential sources for additional power, providing public policy guidance on directions that BC would like to take in making these types of decisions.
Do public perceptions influence your decision making process for resource planning?: FortisBC is engaged in public and stakeholder consultation to better understand customer perceptions of resource options. For further information e-mail resource@fortisbc.com.

Safety

I have noticed a wire hanging down from an electricity pole. What should I do about it?: The first thing you must do is stay at least 30 feet away from the downed power line. Watch for conductive materials like fences and secure the area. You must never attempt to touch or to go near such a wire, even if it is on the ground, it may still be live and could kill you if you go near it. Contact FortisBC immediately at 1-866-436-7847 and press option 1, 24 hours a day.
Are those warning signs on electricity substations saying danger just an exaggeration to keep people out?: Substations contain high voltage equipment of up to 400,000 volts. Even much lower voltages can jump through the air and reach you. Contact with high voltage electricity can result in injury or death.
What should I do if I damaged an electrical cable while I was working in my yard?: Never touch the cable even if you think you have not caused any damage. Contact FortisBC immediately at 1-866-436-7847 and press option 1, 24 hours a day.
I want to locate the buried wires and electrical cables on my property, what should I do?: Anyone planning to excavate is required to call BC One Call at least three working days before the excavation begins. This is to ensure that someone can complete your request in a timely manner. The toll-free number to call before you dig is 1-800-474-6886 or on your Telus or Cantel cell phone at *6886. For more information on BC One Call, please visit their website.

Trees & gardening around electrical equipment

Why are Tree Trimming and Removal Necessary?

Trees sometimes pose a danger to power lines and the people we serve, and FortisBC is regulated to maintain 3 metres clearance from distribution power lines for public safety. That is why it is necessary for FortisBC to remove or trim trees that are too close to power lines.

For more information on tree trimming and removal, please click here.

I have a green electrical box on my property. Do you have any tips for planting around it?

That green metal boxes is probably a padmounted transformer. They are usually located at ground level next to roads and sidewalks. Circuits and wires for these transformers are placed underground. Padmounted transformers are often found on residential lawns and in gardens, where they may create challenges with safe gardening and landscaping.

Before Planting ensure you do the following:

Call FortisBC at 1-866-436-7847 and BC One Call at 1-800-474-6886 before digging to get information about buried wires and cables.
Draw a plan marking the location of plants (with no plants obstructing the doors).
Note the height of the transformer so you can choose the right sized plants.
Get advice from a nursery or garden specialist on which plants to use and how to plant them.

For more information on proper planting and pruning around padmounted transformers, click here.