Confusion about who is responsible for what can result in an unfair outcome.

Steve’s power had been turned off and he didn’t understand why. He called his electricity supplier, Fortis BC and was informed that he owed nearly $2,000. Steve was confused by this response because the Ministry of Social Development and Poverty Reduction (MSDPR) paid his Fortis bills directly.

Steve contacted MSDPR to ask for a utility crisis supplement to help pay his utility bill after he received the disconnection notice but his request was denied as the debt was not considered an unexpected expense.

Not knowing why he had accrued a large debt with Fortis, and worried because he had no heat and no way to cook Steve reached out to us for help.

We looked into whether MSDPR followed a fair process in communicating with Steve about his Fortis bills. We spoke to a Community Relations and Service Quality Manger at MSDPR about the debt. MSDPR then contacted Fortis BC and learned that Steve’s monthly bill had increased by $100 more than one year before, from $182 to $282. As MSDPR was unaware of the increase, it had been paying the lower amount each month, leading to the debt on his account. MSDPR told us that it was Steve’s responsibility to update them about the rate change and that he had failed to do so. However, Steve had literacy issues and Fortis sent monthly billing statements to his spouse’s email account, an account he did not have access to. Upon learning of his situation, MSDPR agreed to pay Fortis $1500 towards Steve’s debt, as well as a $500 utility deposit, so Steve’s power could be turned back on. They also confirmed with Steve the amount to be paid from his monthly income assistance cheques moving forward.