The top questions asked by you and answered by our customer service team

February 27, 2020 by Lauren Lea

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You asked and our customer service team answered the top questions about your FortisBC account, billing enquires, payment options and who to contact about servicing appliances in your home.

Take a look through to see if your questions are answered below.

Your account

Whether you’re a new customer trying to set up an account or an existing customer who is eager to learn more about their FortisBC account, here are some top questions and answers that can help.  

Can I grant another person access to my account?

Yes, you can grant your spouse or another person access to the account so they have the ability to discuss any billing or account related questions. You can complete this request through Account Online or by calling our customer service team who can help set this up for you. You will need the name and phone number of the person you will be adding.

How long does it take to open an account? Does it cost anything?

Usually it takes around five to ten minutes to open a natural gas or electric account and you will need to provide some of your information to our customer service representative. To speed up the process, have your service address, phone numbers, email address, and two pieces of identification like a driver’s license or BC identification card at the ready so you can provide the information quickly and easily.

Alternatively, you are able to open an account through Account Online or going to our website.

There is a $15 (plus GST) application fee for those setting up a natural gas account. When setting up an electric account there is a $13 (plus GST) account set up or transfer fee. A security deposit may be required to set up your account. However, residential natural gas and electric customers have the option to have a credit check completed and if they are approved, the security deposit will be waived. 

How many addresses can I have on my account?

There is a limit of 100 addresses you can have on your electric or natural gas account. You can call a customer service representative and they will provide you with additional information you will need to set this up. 

Can I complete one application to open an account for my natural gas and electricity service?

Customers who are both a FortisBC natural gas and electricity customer have to apply for each account separately. You can set up an account through our online forms or by calling the natural gas and electric customer service centres. 

How do I change my name on my account? Is there a way I can take over a family member’s account?

Please call our contact centre and our customer service representatives are more than happy to help you with either of these requests. 

Does your account follow you when you move?

Yes, your account number can follow you to the new address. You can call our customer service team to help you with this request. 

Can FortisBC automatically reinstate my natural gas account once my tenant moves out? Does the gas get turned off when they close their account?

Unfortunately FortisBC cannot automatically reinstate the account. We need the responsible party – either the owner, landlord or Property Management Company – to call our customer service centre to reinstate the account and take over the service. 

Rest assured we do not turn off gas service to the home. We want to make sure the next people moving in are connected to natural gas service.

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Billing and payment options

There are many questions when it comes to billing and payment but here are the top three. If you have questions about your specific bill or payments, call our contact centre and they can help you. 

How can I receive my bill?

You can receive your bill via email or a paper bill through Canada Post. You can access your account details, including your bill information, when you login in to Account Online. 

Are you looking to reduce the amount of paper you receive in the mail and switch to paperless billing? That’s great because you can opt in to receive email billing by completing the online form, logging into Account Online, or calling a customer service representative. 

What are the ways I can pay my bill?

You are able to pay your bill in the way that works best for you. We offer the following options: 

  • paying with MasterCard, Visa or Visa Debit using KUBRA, a third-party credit card payment service. Please note this option is available to natural gas customers. Service fees may apply.
  • using online banking by registering your account number as a payee.
  • setting up a Pre-authorized Payment Plan with a Canadian bank to have your bill payments automatically withdrawn from your bank account each month.

Once you have set up your payment method, another option is to sign up for the Equal Payment Plan so you can average out your payments over the year to reduce seasonal fluctuations. You may notice quarterly adjustments that occur to your bills and this is to help reduce the cost variance at the end of the term. You can sign up for this through Account Online or by calling our customer service centre.

How can I access my payment and consumption history?

You can login to Account Online to learn more about your energy consumption and payment history.

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Natural gas in your home

If you’re bringing natural gas into your home or having your natural gas appliances serviced we know who can help.

I’m interested in bringing natural gas to my home, how do I request a natural gas service?

That’s great you want to bring natural gas into your home and it’s easy to put in a request for natural gas service with our online application. A customer service representative can also help you with this request.

Does FortisBC service or install natural gas appliances?

No, FortisBC does not install natural gas appliances in your home. However, homeowners can contact a licenced gas contractor who is licensed with Technical Safety BC to service and install any natural gas appliances in their home. Although we do not sell or install natural gas appliances, we do offer rebates on high efficiency appliances to help you save energy and money in your home.

Don’t have a contractor in mind? No problem – we have a directory of approved natural gas contractors on our website. These contractors meet our requirements to be a member of the FortisBC Trade Ally Network so you can have some peace of mind when you’re searching for a contractor.

Didn’t see your question?

If your question was not answered in the list above, or you have specific questions about your account, don’t worry because we’re here to help. If you call either of the numbers below, a customer service representative will be more than happy to answer any questions you may have.

Natural gas customers please call 1-888-224-2710. We are open Monday to Friday 7am-8pm.

Electricity customers please call 1-866-436-7847. We are open Monday to Friday 7am-7pm.