Billing support for customers affected by COVID-19

man looking at laptop with family in background

We know the COVID-19 outbreak has impacted you and your families. We understand that household or business bills can cause additional stress, and we’re here to help. We’ve taken a balanced approach to ensure we support our customers that need it the most, while also considering the long-term impacts to all of our customers.

Flexible payment options

Our customer service representatives are here to help if you’re facing financial difficulty for any reason. Tell us about your concerns and together we'll tailor a flexible payment solution that will fit your needs.

Call us:
Natural gas: 1-888-224-2710 (Monday to Friday, 7 a.m. to 8 p.m.)
Electricity: 1-866-436-7847 (Monday to Friday, 7 a.m. to 7 p.m.)

Email us:
Natural Gas: gas.customerservice@fortisbc.com
Electricity: electricity.customerservice@fortisbc.com

Or access your Account Online.

Support for large commercial and industrial customers

If your business has been impacted by COVID-19, your key account manager is here to help. They can speak to you about your account and discuss payment arrangements.

Waiving late payment fees

We’ve waived all late payment fees for natural gas, electricity and propane bills. This means that if you have a balance currently owing, you will not have to pay a late fee. This applies to homeowners, renters and small businesses.

Customer Recovery Fund

Our Customer Recovery Fund Program supported residential customers who were unable to work or lost their livelihood, and small businesses that experienced income loss or were forced to close as a result of the COVID-19 outbreak. Customers were able to defer their FortisBC energy bills for the period of April 1 to June 30, 2020.

Customers who took part in the program have been automatically enrolled in an interest-free repayment program, with payments spread over one year from July 1, 2020 to July 1, 2021. Those customers can begin repayments as part of their regular bills. These sample bills show where the Customer Recovery Fund repayment amount will appear:

Note: small business customers receiving credits for their bills will see a text box on their bills explaining the amount that we have credited.

We’re here to support you through the repayment process. If you have any concerns about your monthly repayment schedule, please contact customer service and we’ll make flexible payment arrangements for you:

Natural gas: 1-888-292-4104 (Monday to Friday, 7 a.m. to 8 p.m.)
Electricity: 1-866-292-4105 (Monday to Friday, 7 a.m. to 7 p.m.)

Answering your questions

Our focus has been on assisting all of our customers in ways that best support their individual circumstances. If any customer needs assistance, we’re here to help. Call our customer contact centre and we’ll help find a way forward.

We’ve taken a balanced approach to ensure we support our customers that need it the most, while also considering the long-term impacts to all of our customers.

Our decision to waive late payment fees in response to COVID-19, is in place for the immediate future. As with all other measures we’ve taken in response to COVID-19, this decision will assessed on an ongoing basis. We remain committed to supporting our customers during this challenging and uncertain time by continuing to provide them with customized payment solutions for their bills. We encourage any of our customers to reach out to us for assistance. Large commercial and industrial accounts impacted by COVID-19 are encouraged to speak with their key account manager to discuss payments arrangements.

FortisBC has received approval from the British Columbia Utilities Commission to increase the cost of gas for all its natural gas customers in the Mainland and Vancouver Island. As of October 1, 2020, the natural gas bill for these customers increased by approximately 6 per cent, depending upon consumption.

As an energy solutions provider regulated by the BCUC, we review the costs of natural gas and propane rates with the BCUC to make sure the rates passed on to customers are fair. We purchase natural gas and propane at market-based prices, which are affected by factors like supply and demand and economic conditions. Recently, the price of natural gas has risen due to a drop in North American natural gas production as well as the worldwide impacts of the COVID-19 pandemic.

The B.C. Carbon Tax is a provincial tax which FortisBC has no control over. We simply collect it on behalf of the government. As of March 23, the BC Government has decided to delay any increase. For the time being, the carbon tax remains the same.

Keeping you informed

As the situation evolves, we’re committed to responding to the needs of our customers and employees and keeping you informed. Our contact centres are available to serve you, and we’ll post updates on our website and social media feeds.