How do you make sure that the billing data of different customers doesn t get mixed up during transmission?

Transcription

1 Could Hydro-Québec figure out customers routines, when they re away, what appliances they use or any other habits based on the data collected by next-generation meters? No. Your meter will measure your overall electricity consumption and periodically report it by radiofrequency to HQ s information systems for billing purposes. Hydro-Québec has taken steps to protect its customers private data. Those measures were underscored by the Commission d accès à l information [access to information commission] in its report of February After learning of the mechanisms put in place, the commission concluded that Hydro-Québec has taken measures to prevent the data collected from being used to deduce private information. CAI report (in French) How do you make sure that the billing data of different customers doesn t get mixed up during transmission? Next-generation meters do not transmit any personal information about customers (name or address). The data transmitted is secure, because it is encrypted and anonymous. It is decrypted only once it is in Hydro-Québec s systems, then associated with an individual customer by means of a unique key so that data from different customers cannot be mixed up. Hydro-Québec has chosen to implement some of the most effective advanced security functions used in any similar projects to date. Furthermore, Hydro-Québec will continue to maintain all necessary security and privacy measures by following recognized industry guidelines and complying with the Act Respecting Access to Documents Held by Public Bodies and the Protection of Personal Information (CQLR, c. A-2.1). Why should I have to replace my meter when it s still working fine?

2 Although they are still reliable, close to half of Hydro-Québec s meters are over 25 years old and must be replaced before they have outlived their useful lives. Within five years, two thirds of the meter fleet will have reached the end of its useful life. Electromechanical meters, with a spinning disc and several dials, haven t been manufactured in North America since 2010, so replacing them is not a choice, but a necessity. We have chosen to set up an advanced metering infrastructure with automated meter reading and install next-generation meters for all customers. Measurement Canada imposes strict rules on companies to guarantee the precision of the measurement systems they use. Hydro-Québec is therefore required to install meters that will enable it to meet those standards. Safe, secure, reliable next-generation meters record and automatically transmit electricity use data to Hydro-Québec. There s no need for meter readers to visit customer premises anymore. More than 125 million next-generation meters have already been installed around the world. Hydro-Québec s meter replacement project is part of this global trend. The state-of-the-art technology will offer enhanced functionality to customers, including faster outage detection, which means faster service restoration. And, starting in 2015, customers will be able to monitor their electricity use in their Customer Space on the Hydro-Québec Web site. For those same reasons, Hydro-Québec is also replacing the meters of customers who opt out from radiofrequency meters. Why are meters being replaced when they're still working fine? Why are meters being replaced when they're still working fine? Length : 00 min. 49 sec. I have a backup power supply to prevent the failure of medical devices or other equipment. Will replacing the meter interfere with it in any way? No. Replacing the meter won t interfere with your backup power supply, which can supply power while the installer is removing the old meter and putting in the new one. It only takes a few minutes. However, we recommend that you check that your backup power supply is working properly. Installation of Next-Generation Meters Installation of Next-Generation Meters Installation of Next-Generation Meters. Length : 01 min. 45 sec. Installation of Next-Generation Meters. If I sign a refusal of consent form and put a sticker on my meter, will Hydro-Québec still replace it?

3 Yes, Hydro-Québec will replace your meter, anyway. Sending in a refusal of consent form, putting a sticker on your meter or doing anything similar is not a valid way to opt out. Next-generation meters are now part of the basic service approved by the Régie de l énergie [Québec energy board]. The Régie allows those who prefer not to have a next-generation meter to opt out at any time, which means having a non-communicating meter installed that must be read manually. A non-communicating meter, with the payment of the associated charges, is the only alternative to a next-generation meter. I m a condo owner or tenant and I don t want Hydro-Québec to install a next-generation meter in my home. Can I opt out and oblige my neighbors to do so, as well? To opt out of a next-generation meter for your condo or apartment, you have to be the person responsible for the electricity account at that address. There is an installation charge for replacing a meter with a non-communicating meter and a monthly charge for manual meter reading. If your neighbors have electricity accounts in their own names, the decision of whether to opt out is up to them. The relations between co-owners or between tenants and landlords have nothing to do with Hydro-Québec. As the Régie de l énergie [Québec energy board] concluded in its decision, the conditions of service cannot govern the contractual relations between a landlord and tenants or between co-owners. The solution to this problem is to be found in private law, not the conditions of service. What type of meter will you install at my house if I opt out? If you opt out, Hydro-Québec will install a non-communicating electronic meter that must be read manually. As approved by the Régie de l énergie [Québec energy board], there will be an installation charge and a monthly charge for manual meter reading. Non-communicating meters, unlike next-generation meters, don t have the communications card needed to transmit billing data and do not emit radiofrequency energy. What type of meter will you install if I opt out? What type of meter will you install if I opt out? Length : 00 min. 44 sec. Why should I have to pay any charges if I opt out?

4 Unlike next-generation meters, which can be read remotely for billing purposes, non-communicating meters must be read manually. From now on, only customers who have opted out will have their meters read manually. Opting-out charges are based on the user-pay principle: it would be unfair for Hydro-Québec customers as a whole to bear the costs of opting out. It is important to note that customers can change their minds and opt for the free basic service, that is, a next-generation meter. Why should I have to pay any charges if I opt out? Why should I have to pay any charges if I opt out? Length : 00 min. 48 sec. What exactly are next-generation meters? Next-generation meters sometimes called smart meters are electronic devices that measure the energy customers use and can be read remotely by Hydro-Québec. There s no need for meter readers to visit customer premises anymore. From now on, in the vast majority of cases, bills will be based on actual consumption rather than estimates, as sometimes happened with the old technology, when meters were hard to reach. Here are just two of the many advantages to the new advanced metering infrastructure: Faster outage detection and service restoration Customers can monitor their electricity use online and manage it wisely. The new evolvable infrastructure will meet customer needs, now and in the future. With its use of next-generation meters, a technology that has been tried and tested elsewhere in the world and has become the industry standard, Hydro-Québec is part of a global trend in the field. The Selected Technology The Selected Technology Hydro-Québec will be able to read electricity-use data from next-generation meters remotely. Eventually, other remote applications like remote disconnection and connection when customers move will be possible with the new advanced metering infrastructure. Length : 02 min. 06 sec. Hydro-Québec will be able to read electricity-use data from next-generation meters remotely. Eventually, other remote applications like remote disconnection and connection when customers move will be possible with the new advanced metering infrastructure. How do Hydro-Québec s customers benefit from the Advanced Metering Infrastructure (AMI)?

5 The AMI technology offers practical advantages to customers: In the vast majority of cases, bills will be based on actual consumption rather than estimates, as sometimes happened with the old technology, when meters were hard to reach. Customers will no longer have to fill in meter-reading cards when they move. Meter readers will no longer have to enter customer premises, causing much less inconvenience, especially to customers with indoor meters. In Montréal, 70% of meters are indoors. Eventually, customers will no longer have to report power failures because, with the advanced technology, Hydro-Québec will be informed automatically. We can thus determine the scope of the outage and restore service more quickly. Starting in 2015, customers will also be able to monitor their electricity consumption online and manage it wisely. Why didn t Hydro-Québec choose a Québec company to build and install the meters? There is no Québec company that makes them. When choosing its new technology, Hydro-Québec used a rigorous call for proposals process, which took a number of criteria into account. One of the most important was being able to rely on an end-to-end solution. With a sole supplier, we can be sure that all the components will work together in an integrated fashion. At the same time, we were, of course, looking for the best price and maximum economic spinoffs for Québec. The Landis+Gyr technology fully meets our present and future needs. In all its projects, Hydro-Québec works in the interests of consumers, and the meter replacement project is no exception. The meter replacement project must be carried out using the best technology available, at the best possible cost. The residential meters are assembled in Mexico. What is the service life of next-generation meters? Next-generation meters have an accounting life of 15 years. As is the case with the old meters, whether electromechanical or electronic, their actual service life could be longer; sampling tests conducted in a few years should tell us. Given the new Measurement Canada standards, the total service life of a meter installed today could be as long as 30 years. Why replace existing meters and how much will the project cost?

6 Why replace existing meters? Although they are still reliable, close to half of Hydro-Québec s meters are over 25 years old and must be replaced before they have outlived their useful lives. Within five years, two thirds of the meter fleet will have reached the end of its useful life. Electromechanical meters, with a spinning disc and several dials, haven t been manufactured in North America since Measurement Canada imposes strict rules on companies to guarantee the precision of the measurement systems they use. Hydro-Québec is therefore required to install meters that will enable it to meet those standards, so replacing them is not a choice, but a necessity. We have chosen to set up an advanced metering infrastructure with automated meter reading and install next-generation meters for all customers. How much will the project cost? The project filed with the Régie de l énergie [Québec energy board] represents an investment of close to a billion dollars, for savings of $200 million (current dollars), compared with keeping the existing technology. We anticipate recurrent savings of $81 million by the end of the technology rollout in These savings will have a positive impact on rate changes. What is the total cost of the meter replacement project? What is the total cost of the meter replacement project? Length : 00 min. 43 sec. How is the installation of next-generation meters coming along, now that Hydro-Québec has started the Phase 1 rollout? The installation of next-generation meters is going very well and we are on track to replace the entire meter fleet by What does Hydro-Québec do with all the meters it s replacing? A supplier who is required to follow Hydro-Québec s strict procedure is responsible for recovering and recycling the materials in the old meters. The procedure includes dismantling every meter so the components can be recovered and recycled. All the meters, whether removed by Hydro-Québec or Capgemini Québec, the company that installs some next-generation meters for us, are recycled this way.

7 How far along is the replacement of the Hydro-Québec meter fleet? The Régie de l énergie [Québec energy board] approved the plan to install 3.8 million next-generation meters throughout Québec. Hydro-Québec has already installed more than 2.7 million meters and continues the rollout throughout Quebec. When will Phase 1 of the next-generation meter rollout in the greater Montréal area be completed? Phase 1 of the rollout, involving 1.7 million next-generation meters in the greater Montréal area, including the suburbs to the north and south, should be completed by June Massive Rollout - Region 1 Hydro-Québec started installing meters in Region 1 in 2012: - Montréal - Laval - Northern suburbs - Southern suburbs I ve heard that England has suspended the rollout of next-generation meters and will be holding public hearings on the subject. Is it true? No. The British government passed a law at the end of January 2013 making the rollout of next-generation meters mandatory. Meter installation is slated to start in Public hearings are also part of the process. The rollout has been neither suspended nor halted. The Régie de l énergie [Québec energy board] has issued two rulings allowing Hydro-Québec to install next-generation meters throughout Québec. The first, in October 2012, concerned the Greater Montréal area. The other, in June 2014, authorized the rollout in all other regions of the province. What s a radiofrequency meter?

8 A radiofrequency (RF) meter is an electronic meter that can be read from a distance, either by a meter reader carrying a handheld computer or by a communications network such as the one Hydro-Québec is currently setting up. The RF technology used in the meters is not new and is widely used in other devices, such as baby monitors and cordless phones. Hydro-Québec has three main types of radiofrequency meters: MHz This meter transmits only when the meter reader is nearby. The meter reader s handheld computer sends a signal to wake up the meter, and the meter responds by sending its consumption data. NB There are very few meters of this type left in Hydro-Québec s fleet, and they haven t been manufactured for many years now MHz This meter transmits periodically, whether or not there is a meter reader nearby. When close to the meter, the meter reader collects data using a handheld computer. Back at the office, the meter reader transmits the data to Hydro-Québec s billing system. 3. Next-generation This meter registers electricity consumption and enables Hydro-Québec to read the data remotely without the need for a meter reader. It emits RF energy intermittently several times a day, for a few milliseconds each time, totaling less than 90 seconds a day. Next-generation meters are the new industry standard. The Selected Technology The Selected Technology Hydro-Québec will be able to read electricity-use data from next-generation meters remotely. Eventually, other remote applications like remote disconnection and connection when customers move will be possible with the new advanced metering infrastructure. Length : 02 min. 06 sec. Hydro-Québec will be able to read electricity-use data from next-generation meters remotely. Eventually, other remote applications like remote disconnection and connection when customers move will be possible with the new advanced metering infrastructure. Can next-generation meters catch fire? No. In the few cases of fire reported elsewhere, experts have demonstrated that the customer s meter socket, or base, was defective in some way. If a socket breaks when a meter is being replaced, the installer calls in a master electrician. Next-generation meters are approved by Measurement Canada and they are safe. In November 2013, the Corporation des maîtres électriciens du Québec issued a reminder of the importance of inspecting the socket regularly (in French). Could next-generation meters be adversely affected by winter temperatures?

9 Hydro-Québec is bound to comply with Measurement Canada standards respecting the quality of electricity meters that operate throughout the year. As part of the certification processes, the next-generation meters had to pass a test involving sudden, extreme temperature changes. The new meters are designed to withstand Québec s harsh winters. What about radiofrequency emissions from the next-generation meters? Are they harmful?

10 Next-generation meters are safe and pose no health hazard. Hydro-Québec is aware that some people have health concerns and has been following the issue of radiofrequency emissions closely for a number of years. The selected next-generation meters are fully compliant with the guidelines issued by Health Canada, the recognized authority in the matter, respecting safe levels of exposure to radiofrequency emissions, as determined on the basis of studies carried out in Canada and around the world in recent decades. RF exposure levels measured 1 m away from a next-generation meter are approximately 55,000 times lower than the threshold recommended by Health Canada. The Royal Society of Canada also felt that the limits set by Health Canada were appropriate, given the state of scientific knowledge to date (link to report). The emission rates of next-generation meters are far lower than those of most home electronics (cell phones, microwave ovens, etc.). See table, Comparison of RF Emission Levels. Next-generation meters also comply with Industry Canada standards, which require that RF products be designed and installed so as to ensure safe exposure levels. In December 2011, after a technical survey of next-generation meters, Health Canada issued a specific notice stating: Based on this information, Health Canada has concluded that exposure to RF energy from smart meters does not pose a public health risk. In March 2012, the Ministère de la Santé et des Services sociaux filed an opinion stating that next-generation meters are not a health risk. The department reiterated its opinion in fall A study published jointly by Protégez-vous magazine and Polytechnique Montréal (whose electro-urban brigade toured 23 homes and 34 public places in several regions of Québec) concluded that the next-generation meters are standards-compliant and that their RF emissions are well below the threshold established for Canada. All about Radiofrequencies All about Radiofrequencies The RF emission level measured 1 m away from a next-generation meter is approximately 55,000 times less than Health Canada limits. No matter how close you are to the meter, it s safe. Length : 02 min. 04 sec. The RF emission level measured 1 m away from a next-generation meter is approximately 55,000 times less than Health Canada limits. No matter how close you are to the meter, it s safe. What about radiofrequency emissions from next-generation meters? Are they armful? What about radiofrequency emissions from next-generation meters? Are they armful? Length : 01 min. 23 sec. How many times a day does the meter emit radiofrequency energy? For a total of how long?

11 To transmit the recorded data, the new meters emit RF energy intermittently several times a day, for a few milliseconds each time, totaling less than 90 seconds a day. It s important to know that the RF exposure levels for the new meters are approximately 55,000 times lower than the threshold recommended by Health Canada. Health Canada says that in cases where multiple smart meters are installed together, as in some townhouses or high-rise buildings, the total exposure levels from multiple smart meters will still be far below Health Canada s RF energy exposure limits, due to the infrequent nature of transmissions. In December 2011, after a technical survey of next-generation meters, Health Canada issued a specific notice stating: Based on this information, Health Canada has concluded that exposure to RF energy from smart meters does not pose a public health risk. All about Radiofrequencies All about Radiofrequencies The RF emission level measured 1 m away from a next-generation meter is approximately 55,000 times less than Health Canada limits. No matter how close you are to the meter, it s safe. Length : 02 min. 04 sec. The RF emission level measured 1 m away from a next-generation meter is approximately 55,000 times less than Health Canada limits. No matter how close you are to the meter, it s safe. What is the next-generation meters wattage? 425 mw (milliwatts), or W, which is equivalent to that of an LED holiday bulb. When will you offer customers the functionality to manage their electricity consumption? In 2016, customers will be able to monitor their electricity consumption in their Customer Space on the Hydro-Québec Web site and use it wisely. As the advanced metering infrastructure is rolled out, we ll carry out separate projects to study the implementation of certain functions. Do the meters measure their own energy consumption and are customers charged for it?

12 No, the meters don t record the amount of electricity they use. The consumption of the meter itself (metering card, communications card, etc.) is not included in the customer s consumption and is not billed to the customer. Could Hydro-Québec experience computer and telecommunication network failures? Could my billing data be lost? The computer and telecommunications system hardware is robust and reliable. Nevertheless, Hydro-Québec has incorporated a number of contingency measures or systems into the advanced metering infrastructure in order to quickly correct any fault that might occur. The new meters have an automatic backup function enabling them to save electricity consumption data while any technical problems are being fixed. The data can then be submitted once the situation has been restored. Furthermore, with the dynamic architecture we have chosen, the mesh communications network will be reconfigured automatically as necessary. What is the certification process for meters and telecommunications equipment to be used in the advanced metering infrastructure? Certification testing for meters complies with the strictest international standards and falls into three categories: electromagnetic compatibility testing, climate testing and mechanical testing. All telecommunications hardware undergoes thorough climate testing. Hydro-Québec meters meet Measurement Canada certification standards. Instead of allowing people to opt out, why didn t Hydro-Québec select remote activation and deactivation technology involving the next-generation meter s telecommunications card?

13 Although the technology is being studied, it s not yet on the market. That s why none of the bidders proposed it in response to our requests for proposals. Opting out means having a noncommunicating electronic meter with no radiofrequency emissions installed. This meter, already being marketed, is accredited by Measurement Canada. Hydro-Québec s opting-out program is similar to most others, which take into account by the current state of the technology. What is the frequency band of the next-generation meters? The meters emit radiofrequencies in the 902-to-928 MHz band, the same one used by baby monitors. What is the average transmission power of the routers in Hydro-Québec s advanced metering infrastructure? The theoretical values for router emissions are well below the Health Canada guidelines. Typically, the value at 4 m is approximately 70,000 times lower than the exposure limits, and at 1 m, it is approximately 4,000 times lower. The routers are therefore perfectly safe. Keep in mind that the power density of emissions diminishes rapidly with distance. At 500 m, it is virtually impossible to measure a router s emission levels accurately, because they are more than one billion times lower than the standard in effect. At 100 m, the emission power is close to forty-three million times lower than the standard. Can the meter cause interference with my home electronics?

14 Any device that operates on the 902-to-928 MHz band and uses digital transmission technologies must meet Industry Canada standard CNR-210, so it must be designed to neither cause nor suffer from interference. Some older devices, however, use the older analogue technology, which is being phased out. Although they are compliant with the standard, they may, in rare circumstances, suffer from interference caused by other devices operating in the same frequency band. What do the routers and data collectors in the advanced metering infrastructure look like? Will you put one on my roof? No, the routers and data collectors used by the advanced metering infrastructure will not be installed on people s roofs without the owners prior agreement. Most of these small mobile communications devices will be installed on existing infrastructure (Hydro-Québec poles, telecommunications towers, etc.). An Evolvable Network An Evolvable Network Hydro-Québec is entering a new stage in the development of a smart grid, which, in the long term, will cut costs to customers. The company decided on an advanced metering infrastructure that requires the installation of 3.8 million next-generation meters. This new technological platform will allow billing based on actual consumption through remote reading. Customers will no longer have to fill in meter-reading cards when they move and service can be restored remotely. Watch the video to learn more. Length : 02 min. 53 sec. Hydro-Québec is entering a new stage in the development of a smart grid, which, in the long term, will cut costs to customers. The company decided on an advanced metering infrastructure that requires the installation of 3.8 million next-generation meters. This new technological platform will allow billing based on actual consumption through remote reading. Customers will no longer have to fill in meter-reading cards when they move and service can be restored remotely. Watch the video to learn more. Could next-generation meters open the door to cyberattacks and potential leaks of confidential customer data? If so, what are you doing to prevent them?

15 The data transmitted is secure, because it is encrypted and anonymous. It is decrypted only once it is in Hydro-Québec s systems, then associated with an individual customer by means of a unique key. Hydro-Québec has chosen to implement some of the most effective advanced security functions used in any similar projects to date. Keep in mind that that Hydro-Québec must meet many commitments and obligations regarding security and privacy. Hydro-Québec will continue to maintain all necessary security and privacy measures by following recognized industry guidelines and complying with the Act Respecting Access to Documents Held by Public Bodies and the Protection of Personal Information (CQLR, c. A-2.1). In February 2013, after its inspection, the Commission d accès à l information [access to information commission] concluded that [Hydro-Québec] has taken steps to prevent the data collected from being used to deduce private information. Does the radiofrequency energy emitted by next-generation meters installed together in some buildings mean have a combined effect? No. The meters have no combined effect when they are close together. Health Canada says that in cases where multiple smart meters are installed together, as in some townhouses or high-rise buildings, the total exposure levels from multiple smart meters will still be far below Health Canada s RF energy exposure limits, due to the infrequent nature of transmissions. Measuring Radiofrequency Energy Measuring Radiofrequency Energy Exposure to RF emissions 1 m away from a next-generation meter is minimal compared to other RF-emitting devices and background levels of RF energy. Length : 02 min. 57 sec. Exposure to RF emissions 1 m away from a next-generation meter is minimal compared to other RF-emitting devices and background levels of RF energy. Has my meter already been replaced with a smart meter? How can I tell the difference between the old and new meters?

16 When Hydro-Québec is ready to replace the meters in an area, it sends a letter informing residents. You ll receive it at least 30 days before the scheduled installation of your next-generation meter. How to recognize the new meters? Hydro-Québec s next-generation meters have three main distinguishing features: They are electronic devices. They have a liquid crystal display (LCD) window. The display changes at regular intervals. Technology that has developed in the last few decades 1 st GENERATION Electromechanical meters The electromechanical meters installed by Hydro-Québec for decades are the oldest and over the years, they have been replaced by electronic models. They have a spinning disc and several dials. They aren t being made anymore. MANUAL READING 2 nd GENERATION Radiofrequency meters Hydro-Québec started installing these meters in the mid-1990s. Meter readers can obtain electricity-use data by means of a special device without entering the customer s premises. REMOTE METER READING BY METER READERS 3 rd GENERATION Next-generation meters Combined with an advanced metering infrastructure (AMI), these next-generation meters automatically record the amount of electricity consumed and transmit it over long distances to Hydro-Québec's systems. AUTOMATED REMOTE METER READING An Evolvable Network An Evolvable Network Hydro-Québec is entering a new stage in the development of a smart grid, which, in the long term, will cut costs to customers. The company decided on an advanced metering infrastructure that requires the installation of 3.8 million next-generation meters. This new technological platform will allow billing based on actual consumption through remote reading. Customers will no longer have to fill in meter-reading cards when they move and service can be restored remotely. Watch the video to learn more. Length : 02 min. 53 sec. Hydro-Québec is entering a new stage in the development of a smart grid, which, in the long term, will cut costs to customers. The company decided on an advanced metering infrastructure that requires the installation of 3.8 million next-generation meters. This new technological platform will allow billing based on actual consumption through remote reading. Customers will no longer have to fill in meter-reading cards when they move and service can be restored remotely. Watch the video to learn more. Can replacing a meter cause power surges that can damage electrical devices? If so, who is responsible?

17 Taking out or putting in a meter does not cause a power surge. The power is cut only briefly so the meter can be replaced safely. It s a simple operation, equivalent to switching a light on or off, for instance. However, in two rare circumstances independent of Hydro-Québec activities, damage may occur: if there is a problem with the customer s electrical installation or if the damaged electrical devices are more sensitive or are already susceptible at the time the meter is replaced. In November 2013, the Corporation des maîtres électriciens du Québec issued a reminder of the importance of inspecting the socket regularly (in French). Has Hydro-Québec determined the safe distance from human beings for installation of a next-generation meter? To be compliant with the method set out in Health Canada's Safety Code for the Construction Industry 6, tests done to measure the power of the radiofrequency emissions of next-generation meters were performed at a distance of 1 m. At that distance, the exposure levels of next-generation meters are 55,000 times lower than Health Canada limits. The meters are reliable, safe and pose no health hazard. This is the same position taken by Health Canada and the Ministère de la Santé et des Services sociaux. Do a lot of customers select of the opt-out plan? No. The installation of next-generation meters is going very well and we are on track to replace the entire meter fleet by The number of requests for a non-communicating meter requiring manual reading is below 1%. This small proportion is comparable to the percentage recorded by other public utilities that have switched to next-generation meters. Can the radiofrequency emissions from next-generation meters interfere with the operation of pacemakers or implantable cardiac defibrillators (ICDs)?

18 Tests conducted by Hydro-Québec and Medtronic, the world s largest supplier of pacemakers, in conjunction with the Montreal Heart Institute, have confirmed that the RF emissions from next-generation meters do not interfere with the operation of pacemakers or ICDs. In fact, no interference was observed when the Medtronic pacemakers and ICDs were placed as close as possible to next-generation meters manufactured by Landis+Gyr, Hydro-Québec s main supplier, even though the meters had been intentionally modified to emit radiofrequencies at an abnormally high rate. The meter currently installed in my home is designed for dual-energy systems. Will my next-generation meter function differently? No. The next-generation meter that Hydro-Québec installs will work the same way with the dual-energy system. The only difference is that the new meter uses a technology that transmits your billing data directly to Hydro-Québec, which your current meter cannot do. The rate won t change. I don't want to pay to have a non-communicating meter installed. What should I do? If you opt for the installation of a non-communicating meter, you must pay the initial installation charge, plus a monthly charge for manual meter reading. Opting out, and paying these charges, is the only alternative to a next-generation meter. The Régie de l énergie [Québec energy board] has ruled that the customer charges are fair and equitable, based on the user-pay principle, because it is a personal choice. Hydro-Québec customers as a whole should not have to cover those costs through their electricity rates. Can I keep my existing meter and submit my readings?

19 No, the meter you have now has to be replaced. Although they are still reliable, close to half of Hydro-Québec s meters are over 25 years old and must be replaced before they have outlived their useful lives. Within five years, two thirds of the meter fleet will have reached the end of its useful life. Electromechanical meters, with a spinning disc and several dials, haven t been manufactured in North America since 2010, so replacing them is not a choice, but a necessity. We have chosen to set up an advanced metering infrastructure with automated meter reading and install next-generation meters for all customers. You won t have to submit your meter readings, because Hydro-Québec will receive them automatically. Until now, meter-reading cards were a remedial measure sometimes used so that a customer s bill could be based on actual rather than estimated consumption. But they cannot be considered to be meter readings within the strict meaning of the term (Conditions of Electricity Service). Installation of Next-Generation Meters Installation of Next-Generation Meters Installation of Next-Generation Meters. Length : 01 min. 45 sec. Installation of Next-Generation Meters. Can I keep the old meter that is now installed at my home? Can I keep the old meter that is now installed at my home? Length : 00 min. 47 sec. Is it true that the Hydro-Québec installer will put in a new meter, even if I don't want one? Hydro-Québec won t make you have a next-generation meter, as long as you follow the opting-out procedure. Next-generation meters are now part of the basic service approved by the Régie de l énergie [Québec energy board]. The Régie allows those who prefer not to have a next-generation meter to opt out at any time, which means having a non-communicating meter installed, requiring manual reading. That is the only alternative to a next-generation meter. When Hydro-Québec is ready to replace the meters in an area, it sends a letter informing residents. If you opt out within 30 days of the date of the letter, Hydro-Québec will install a non-communicating meter, for an installation charge of $15. If you opt out after the 30 days, Hydro-Québec will install a non-communicating meter, but the installation charge will be $85. A motion was tabled in the National Assembly concerning the cancelation of some of the costs associated with opting out from the rollout of next-generation meters. How does Hydro-Québec intend to react?

20 Hydro-Québec is fully aware of the motion tabled in the National Assembly and is sensitive to the concerns expressed by MNAs. That said, the Régie de l énergie, which has jurisdiction concerning Hydro-Québec s regulated activities, has already issued two rulings on the matter of next-generation meters: one allowing the rollout in the Greater Montréal area and the other concerning opting out. Opting out means having a non-communicating electronic meter with no radiofrequency emissions installed. This meter, already being marketed, is accredited by Measurement Canada. Hydro-Québec s opting-out program is similar to most others, which take into account by the current state of the technology. That is why Hydro-Québec is continuing to install meters while offering the possibility of opting out to customers who prefer to have a non-communicating meter, in accordance with the Régie de l énergie rulings. Has Hydro-Québec determined the safe distance from human beings for installation of a next-generation meter? To be compliant with the method set out in Health Canada s Safety Code for the Construction Industry 6, tests done to measure the power of the radiofrequency emissions of next-generation meters were performed at a distance of 1 m. At that distance, exposure levels are approximately 55,000 times lower than the threshold recommended by Health Canada. So a person s exposure to the meter s RF emissions is well below the established guidelines at any distance. The meters are safe. I heard that there are people who impersonate meter installers to rob people. Is this true? Note that the meter installers working for Hydro-Québec or for its service provider, Capgemeni, are clearly identified as being associated with Hydro-Québec (badges, communications materials with the Hydro-Québec logo, vehicles, uniforms, equipment, etc.). According to procedure, installers must knock at the customer s door to inform them that the meter will be replaced, as stated in the letter the customer received at least 30 days earlier. How do I opt-out?

21 The Régie de l énergie has approved a plan allowing customers to opt out from installation of a radio-frequency meter. Customers may opt for a non-communicating meter, which requires manual reading in person and does not contain a communications card. If you wish to opt out, contact Hydro-Québec as soon as possible at the number in the letter you receive. If you opt out within 30 days of the date provided in the letter, there will be a one-time $15* installation charge, along with a monthly meter-reading charge of 5$. Only the electricity account holder can opt out. The number of requests for a non-communicating meter requiring manual reading is below 1%. *After 30 days, the installation charge is $85 instead of $15. Could just replacing a meter cause a fire? Removing or installing a meter cannot possibly cause a fire. Installing as meter is simple, like plugging any other electrical device into an electrical outlet. A meter has four connection terminals on the back of it. They look like the plug on an electrical appliance. The meter fits into the meter socket just like a plug fits into an outlet. The connection terminals fit into the clamps in the socket. When the connection terminals contact the clamps, the electricity flows and the meter can work. Hydro-Québec replaces more than 100,000 meters every year for quality assurance purposes, as required by Measurement Canada. Over a million meters in Québec have been replaced with next-generation models and over 125 million next-generation meters have been installed around the world to date. In the few cases of fire reported elsewhere, experts have demonstrated that the customer s meter socket, or base, was defective in some way. In such cases, when the customer s socket needs immediate repairs, the installer calls in a master electrician to inspect the installation. Will the selected technology eventually allowhydro-québec to offer a variety of new services? Yes. Next-generation meters installed by Hydro-Québec have a two-way communications card, so they can transmit and receive. They transmit electricity use data, but can also receive updates or be reprogrammed remotely when new functions are implemented. Before programming new functions, Hydro-Québec has to do an analysis to make sure that they will benefit customers or the company. This capability enables the selected technology to advance and to fully meet HQ s business needs as they evolve over time. In addition, any services must be approved by the Régie de l énergie [Québec energy board] in light of, for instance, the investment required and the rates affected.

22 I live way outside the rollout area for next-generation meters and I have a different kind of radiofrequency meter. Can I opt out? Yes, you can opt out if you already have an RF meter. Any customer who doesn t wish to have a next-generation or RF meter installed may opt out. A non-communicating meter that must be read manually will be installed in its place. That is the only alternative to a next-generation meter and to RF meters. What data does Hydro-Québec collect in its advanced metering infrastructure project? Why? What data does Hydro-Québec collect in its advanced metering infrastructure project? Why? Hydro-Québec only collects electricity use data for billing purposes. Customers personal information, such as name, address and telephone number, is not sent through the various components of the advanced metering infrastructure network. Hydro-Québec intends to use electricity use data from meters to improve service, especially with respect to outages. The limited data collected, combined with encryption during communication, reduces the risk that the data might be intercepted on its way between components of the AMI, that is, between the smart meters and the head-end data server. Of course, Hydro-Québec will continue to maintain all necessary security and privacy measures by following recognized industry guidelines and complying with the Act Respecting Access to Documents Held by Public Bodies and the Protection of Personal Information (CQLR, c. A-2.1). Furthermore, in February July 2013, after its inspection, the Commission d accès à l information [access to information commission] concluded that access to information [...] makes it possible to use the data collected, while at the same time protecting users personal information. What does Hydro-Québec do if a customer barricade the meter installed at their home?

23 Hydro-Québec must apply decisions rendered by the Régie de l énergie. Customers must choose between accepting the next-generation meter and opting out, in accordance with the Régie de l énergie decision. According to the Conditions of Electricity Service, approved by the Régie de l énergie, and the service contract, a customer must provide access to the metering equipment, which belongs to Hydro-Québec. Should a meter not be accessible (for various reasons), the installer will not carry out the work and will leave an information card on the customer s door. Because of false information that is going around, customers might not know they cannot keep the meter currently installed at their home. We are confident that through discussion, customers will discover their rights and obligations, and will understand that Hydro-Québec has received the Régie de l énergie s authorization to change the meter and that they must choose one of the two options available. Why Health Canada hold a public consultation to review Safety Code 6 regarding wireless radiation from telephones and cell towers, Wi-Fi systems and smart meters? Health Canada periodically reviews its standards to keep in line with changes in the analysis of scientific knowledge. A public consultation was held about the emission levels authorized by Safety Code 6. Emission levels authorized by Safety Code 6 concern all equipment that uses radiofrequencies, such as communication towers, baby monitors and meters. The emission levels of next-generation meters are 55,000 times lower than the current standard in Safety Code 6. Even if Health Canada lowers the authorized emission levels, the radiofrequencies emitted by next-generation meters would still remain well under the limits set by Health Canada. Rest assured that next-generation meters do not pose a health hazard. Will next-generation meters cause interference with motion detectors? Hydro-Québec has received a few complaints regarding meters and motion detectors. These rare cases concern certain types of equipment and generally occur when a motion detector is located very close to the meter. Hydro-Québec can recommend adapted solutions and invites customers to contact us directly. Can I keep the old meter that is now installed at my home?

24 No. Although they are still reliable, close to half of Hydro-Québec s meters are over 25 years old and must be replaced before they have outlived their useful lives. Within five years, two thirds of the meter fleet will have reached the end of its useful life. Electromechanical meters, with a spinning disc and several dials, haven t been manufactured in North America since 2010, so replacing them is not a choice, but a necessity. Can I keep the old meter that is now installed at my home? Can I keep the old meter that is now installed at my home? Length : 00 min. 47 sec. The Régie de l énergie recently revised the charges associated with opting out. If I already opted out, am I entitled to a credit? The revised charges came into effect on October 3, According to the Régie s decision, a retroactive credit for the initial installation charge and the monthly meter reading charge will apply. As a result, if you chose to opt out, Hydro-Québec will apply a credit to your account that corresponds to the difference between the amount you paid and the amount you would have paid if you had been billed the fees stipulated in the Régie s decision. All customers who already have a next-generation meter or who received an installation notice can choose to opt out and pay a $15 installation charge. They must opt out within 90 days of the effective date of the new provisions in the Conditions of Electricity Service and the Distribution Tariff,that is, between October 3, 2014, and January 3, If the installation notice is dated prior to October 3, 2014, you will have 90 days to opt out. If the installation notice is dated after October 3, 2014, you will have 30 days to opt out and pay the $15 installation charge. After 30 days, the installation charge will be $85. Does the introduction of next-generation meters have an impact on Hydro-Québec s collections procedure?

25 No. The introduction of next-generation meters has absolutely no impact on our collections procedure. This procedure is well documented and approved by the Régie de l énergie and involves sending several notices and reminders before proceeding with a service interruption, which is used only when all other steps have been exhausted. Service interruption is always a last resort. Hydro-Québec s objective is to get the customer to pay the balance due and not to disconnect service. Hydro-Québec encourages customers with good payment habits to call and make a payment arrangement if they are going through a difficult situation and cannot pay their balance due. Low-income customers can enter into a payment arrangement adapted to their situation at any time. It is true that technically, interrupting and restoring electricity service remotely may be simpler with the introduction of next-generation meters, since an employee is no longer required to go on-site. However, the recovery procedure remains the same, whether a customer has a next-generation meter or not. Interrupting service is always a last resort. Electricity is one of the only services billed to customers after it has been consumed. In the interest of fairness, Hydro-Québec must ask all customers to pay for the electricity used. Otherwise, these amounts increase Hydro-Québec s bad debt which affects the rates paid by all customers. Note that nearly 90% of customers pay their bill on or before the deadline. In addition, electricity to the main residence of customers with electric heating is never cut during the winter period, between December 1 and March 31. Can next-generation meters cause over-billing? No. A new meter, be it electromechanical, radiofrequency, or next-generation, has no relation to changes on a customer s bill. All of our meters are approved by Measurement Canada. This independent organization imposes strict rules on companies to guarantee the precision of the measurement systems they use. Hydro-Québec is therefore required to install meters that respect these standards. The next-generation meters we install are therefore safe, reliable and read customers actual consumption. Temperature variations or changes in consumption habits could affect electricity bills. Winter was extremely cold, leading to increased consumption for the majority of our customers. This had an impact on our customers winter electricity bills or, for customers signed up for the Equalized Payments Plan, on the annual review of their monthly installments (between July and October). When a meter is replaced, an actual consumption reading is taken. If a customer did not grant Hydro-Québec access to their meter for an extend period of time and did not fill in their meter-reading card, their billing is based on estimated consumption. It is therefore possible that a customer paid less than what was actually consumed, leading to an adjustment on a future electricity bill. Can I opt out if my electricity is provided at 400 amperes?