Complaints often have multiple issues of potential unfairness.

Mitch received a final disconnection notice from BC Hydro because he owed $388. He called BC Hydro to ask for a payment plan, but his request was denied. Mitch also applied for a customer crisis fund grant but was told he was ineligible because his account was under his business name and not his personal name.

Feeling like he was being treated unfairly, Mitch contacted us.

The focus of our investigation was whether BC Hydro followed a reasonable procedure regarding Mitch’s account. We spoke to BC Hydro and learned that Mitch had set up multiple payment plans to address late and outstanding balances. These plans were deactivated when Mitch failed to pay them. BC Hydro also told us that they had sent several late and disconnection notices to Mitch over the past few years due to non-payment. As such, it appeared that

BC Hydro’s decision to deny Mitch a payment plan was reasonable.

However, BC Hydro also confirmed they told Mitch he was ineligible for the customer crisis fund because his account was in his business name. We highlighted that anyone with a residential account appeared to be eligible for the fund based on its terms and conditions, regardless of the type of account.

Upon review, BC Hydro agreed with our interpretation and agreed to contact Mitch, inform him he was eligible for a grant from the crisis fund, and explain how he could apply. Given BC Hydro’s response, we discontinued our investigation and closed our file.