Updated August 29, 2025

If you receive a knock at your door and someone asks to see your furnace, consider this―the person might not be who they say they are. Every year, we receive a number of inquiries and complaints relating to persons claiming to be from FortisBC visiting customers' homes and asking to inspect their furnaces or other appliances.

Door-to-door sales visits often occur in every industry, but sometimes a salesperson may pose as a well-respected brand or company, when they're not. To help protect our customers from door-to-door scams, we've made a list of five important things to be aware of when someone comes to your door claiming to be from FortisBC.

Five things to know about door-to-door scams:

1. FortisBC does not solicit door-to-door.

From time to time, a FortisBC representative could come to your door if there's a gas disruption or emergency or to notify you if there will be construction work in your area. We are there to provide information or assistance―such as to relight a gas appliance―not to upgrade or sell you appliances.

2. We do not perform unscheduled inspections.

Be cautious of anyone who shows up unannounced claiming to be from FortisBC offering appliance inspections. There may be unscheduled visits when we’re conducting gas meter exchanges in your community and technicians may need access to your property if it’s necessary to relight your appliances. They will always offer their FortisBC identification. If you are unsure, ask for their information and call us to verify.

3. Our representatives will always carry FortisBC identification.

Always ask for photo identification and get the name of the person offering the services and the business or firm they represent.

4. If you ask the salesperson to leave, they must leave.

If you ask the salesperson to leave, they must leave right away. If you feel unsafe, call 911.

5. Do not provide your personal information

When in doubt, do not provide your personal information and do not show them your FortisBC bill (it contains personal and confidential information).

Five ways to report suspicious activity:

1. Contact us to verify a representative.

Whether you're a small business owner or a residential customer, if you receive a suspicious visit from someone claiming to be a FortisBC representative, call us. You can be certain you're speaking to a FortisBC customer service representative if you contact FortisBC at 1-888-224-2710.

2. Report potential cases of fraud.

If you believe you've been a victim of fraud, report it online to the Canadian Anti-Fraud Centre or by phone at 1-888-495-8501. As well, let your local police department know.

3. Report suspicious sales activities.

You can report suspicious sales activities in your neighbourhood to Crime Stoppers.

Door-to-door visits and business owners

Residential customers aren't the only victims of fraud—we've had reports of small- and medium-sized businesses being visited by salespeople who claim to represent FortisBC. The steps to protect yourself from door-to-door scams are the same for businesses and homeowners: always ask for identification and do not provide unknown solicitors with your personal information.

However, it's important to note that we offer customized energy advice for businesses in collaboration with GreenStep Solutions. Representatives from GreenStep Solutions often make outbound visits in our service territory to help business owners measure and reduce their energy use. A visit at your business from a GreenStep Solutions representative is not an instance of door-to-door fraud. They work with us to offer our business customers energy assessments, information on FortisBC rebates and low- and no-cost tips to reduce energy use.

Customers who have spotted a scam

Our concerned customers have shared their stories in the news. Learn about their experiences and what to look out for:

• Burnaby resident warns about fake Fortis employees at door (Burnaby Now)
• Port Coquitlam resident concerned about sales tactics (Tri City News)
• Homeowners beware: FortisBC warns of suspicious door-to-door sales (CTV News Vancouver, McLaughlin On Your Side)
• Door-to-door solicitors work for gas company, police still advise residents to guard their personal info (The Trail Champion)
• Unsolicited door-to-door furnace sales rep tells customer false information to enter contract (Global News, Consumer Matters)
• Scammers don't represent FortisBC  (The Columbia Valley Pioneer)

Upcoming contact with our customers

Our Gas Advanced Metering Infrastructure (AMI) Project means that we’ll contact over a million FortisBC customers over the next few years as we upgrade our gas meter technology. Technicians will visit customer sites to exchange gas meters with wireless advanced gas meters. They will always show their authorized ID. A gas meter exchange will not usually require an appointment in warmer seasons. In fall and winter, we’ll arrange a convenient time when you’re able to be present for a meter exchange.

With that in mind, we want to assure our customers that we are who we say we are when it’s time to connect in person, on the phone, or by email. We will confirm that we are speaking to someone at your address when we contact you by phone (“Am I speaking to someone at 1234 Main Street?”). We always want to make sure that we’re speaking to the right person. This is to make sure we’re safeguarding the personal information of all customers.

For meter exchange appointments, we won’t need you to tell us your account number. We encourage you to call our customer service team at 1-888-224-2710 if you are ever in doubt that you’re speaking with a FortisBC representative.

To help us keep you informed, it’s important that your contact details are current and accurate. To make sure they are and to update them if necessary, you can log in to your account right here.