Service infrmatin fr BC Hydr custmers in Rate Zne II
Table f cntents Abut BC Hydr... 4 Rate infrmatin map...5 Part A: Understanding the electricity system and electrical safety Electricity supply verview... 6 Electrical safety... 10 The vltages used by us... 10 Effects f electricity n the bdy... 10 Safety at the generating plant... 10 Fallen wires... 10 Call befre yu dig...12 Wrking arund electricity...12 Shrt term discnnectin fr nn-electrical wrk... 13 Hme safety...14 Electricity safety near gas supply...14 Electrical safety fr kids... 15 Child prfing yur hme... 15 Part B: Custmer service infrmatin Outages... 16 Planned utages... 16 Unplanned utages... 16 During an utage... 18 Restring pwer... 20 Street light repair... 21 New electrical cnnectins... 21 Overhead service requirements... 21 Undergrund service requirements...22 Custmer wned ples... 23 Meters... 23 Charges and fees...24 Electric service extensins...24 Attaching t ur ples, twers and ducts... 25 2 BC Hydr Custmer Service Infrmatin
Rate infrmatin...26 Residential rates...26 Small business rates...26 Medium and large business rates... 27 Taxes... 28 GST and PST exemptin... 28 Dcumentatin requirements... 28 Hw t prcess yur exemptin... 28 Billing and metering infrmatin... 29 Hw meters wrk... 29 Estimated meter readings... 29 Billing cycle... 30 Accunt services... 30 Online services thrugh MyHydr... 30 Open a new accunt... 31 Ways t pay yur bill... 31 Request t defer a payment... 32 Late Payments and Discnnectin... 32 Tell us that yu made a payment... 32 Late payment charges... 32 Recnnectin... 32 Keeping up with yur BC Hydr bills... 32 Clse yur accunt... 33 Rental prperties... 33 Energy savings prgrams and ffers... 35 Incentives and Rebates... 35 Business Energy Advisrs...36 Business energy savings incentives...36 Claims... 37 Appendix A: Cntact list... 38 Appendix B: Helpful links...39 Appendix C: Frms... 41 Appendix D: Tax Reference fr First Natins...47 3 BC Hydr Custmer Service Infrmatin
Abut BC Hydr BC Hydr is a public utility, wned by the gvernment and peple f British Clumbia. It s ur jb t prvide pwer t hmes and businesses acrss the prvince. We perate as a cst f service Crwn Crpratin, which means that we dn t make prfits frm ur business. We have a mandate frm the Ministry f Energy and Mines t ensure custmers get energy service at a fair cst, and t fllw all f the regulatins f the British Clumbia Utilities Cmmissin. Our custmers span a wide range f sizes and needs, and we have many prgrams t help make electrical cnnectins, save energy, engage with lcal cmmunities, and mre. We plan and perate in cllabratin with First Natins, cmmunities, and stakehlders. By ding s, we ensure that we build meaningful relatinships, respect the interests f ther grups, achieve mutual business and ecnmic benefits, and reduce r avid impacts n cultural heritage, scial needs, and the envirnment. By wrking tgether, we believe we can build a strng shared future and keep pwering B.C. This bklet is an verview f ur services, and hw t cntact us if yu need help. Cntacting custmer service Call us at 1 800 BCHYDRO (1 800 224 9376) if yu need help with yur accunt r service. Call Centre hurs: Mnday t Friday, 7 a.m. t 8 p.m. Saturday, 9 a.m. t 5 p.m. Clsed Sundays and hlidays Visit bchydr.cm fr mre infrmatin. 4 BC Hydr Custmer Service Infrmatin
Rate infrmatin map As a remte cmmunity in a nn-integrated area, yu are in Rate Zne II. HAIDA GWAII Atlin Hartley Bay Bella Bella Gd Hpe Lake and Jade City Telegraph Creek Eddntenajn Prince Rupert Kitimat Terrace Dease Lake Bella Cla Burns Lake Anahim Lake Tad River BRITISH COLUMBIA Frt Ware Tsay Keh Dene Prince Gerge 100 Mile Huse Frt Nelsn Frt St. Jhn Dawsn Creek Valemunt Mica Creek ALBERTA Map f BC Hydr Rate Znes LAND ZONE I Integrated Service Area Districts f: Kingsgate - Yahk Lardeau - Shutty Bench ZONE I B Bella Bella ZONE II Districts f: Anahim Lake Atlin Bella Cla Dease Lake Elhlateese Frt Ware Gd Hpe Lake Haida Gwaii Hartley Bay Jade City Telegraph Creek Tad River Tsay Keh Dene Revelstke VANCOUVER ISLAND Elhlateese Vancuver Victria U.S.A. Kamlps Merritt Yank Kingsgate Lardeau Shutty Bench Cranbrk 5 BC Hydr Custmer Service Infrmatin
Electricity supply verview Electricity flws frm the generating plant t pwer transfrmers (step-up), alng transmissin lines t substatin transfrmers (step-dwn), alng primary distributin lines t distributin transfrmers, alng secndary distributin lines t the service drp. Our respnsibility ends at the meter. Pwer transfrmers and ther equipment Transmissin lines (60, 138, 230, 287, 360 r 500 kv) Generating plant Distributin system Primary distributin lines r feeders (4, 12 r 25 kv) Secndary distributin lines (120, 240, 480 r 600 kv) Distributin transfrmer Service drp Cnsumer Meter Our custmers wn and are respnsible fr the: Emily Knb (als knwn as the Anchr, Clevis, Huse Knb) Weatherhead (als knwn as Gseneck) Cnduit (als knwn as Huse Pipe, Service Mast) Meter base All wiring inside premises We wn and are respnsible fr the fllwing electrical equipment: Electricity meters Pwer ples Wires Cables All equipment belnging t us remains prperty f BC Hydr even if it s n yur prperty and can t be mved r remved withut ur written permissin. Reasnable access t ur meters and equipment is required fr us t maintain yur service. 6 BC Hydr Custmer Service Infrmatin
Overhead Service Drp Primary Distributin Lines Service entrance Distributin transfrmer Cnduit Emily Knb, aka anchr Service drp, single-phase three-wire Service ple Meter Meter Base 7 BC Hydr Custmer Service Infrmatin
Undergrund Service Drp frm a ple Ht tap insulatrs switch Terminatr, r pthead Guard and cver Grund wire Undergrund distributin Distributin transfrmer Undergrund service drp Meter 8 BC Hydr Custmer Service Infrmatin
Service entrance t custmer premises Black ht wire Service entrance T distributin transfrmer Black ht wire White neutral wire Cnduit Meter base Cnduit Service panel Main circuit breaker Branch circuits White insulated wire Cable Black insulated wire Bare cpper wire (grund) Circuit breakers Branch circuits 9 BC Hydr Custmer Service Infrmatin
Electrical safety The vltages used by us Our distributin line vltages are 4kV, 12kV r 25kV, and transmissin lines are up t 550kV. T illustrate the amunt f energy that passes thrugh ur electrical system: High speed trains that perate at 320 km/h run n 25kV pwer lines. Cmmuter trains that perate at 240 km/h run n 12kV pwer lines. Lightning blts are usually between 4.5 and 5.5 kv. Effects f electricity n the bdy Electricity at these vltages is high enugh t cause severe and painful injury, r kill a persn. Injuries result frm direct effects f the electricity n the nervus system, frm the cnversin f electrical energy int heat as the current passes thrugh the bdy tissues, and frm secndary effects such as falling. The fllwing injuries can ccur if cntact is made with any f ur lines r equipment: Muscle, nerve and tissue damage caused by electrical current traveling thrugh the bdy. Severe internal and external burns, at the entrance and exit sites f the electricity and tissue in between. Brken bnes (including spine) caused by severe and vilent muscle cntractins. Burns, damage and injury t the brain and spinal crd. Paralysis resulting frm damage t the spinal clumn. Cardiac arrest due t electrical effects n the heart. Brain seizures due t the electrical effects n the brain. Blindness caused by cataracts, burned eye tissue, excessive bleeding in the eyes, fractures t the skull arund the eye scket, and rupture f the eyes. Blunt trauma injury t the head and internal rgans frm falling. Organ failure, hemrrhaging and necrsis caused by the electrical and thermal effects f electricity. Safety at the generating plant D nt enter any f ur generating facilities withut prper authrizatin, prtective clthing and equipment. The generatin statins cntain high vltage lines and energized equipment which is extremely dangerus, in additin t fuel and chemicals which are hazardus t human health. It is imprtant fr yur safety and the safety f thers in the cmmunity, that nly peple wh have the training t wrk under such cnditins safely enter the facility. Fallen wires If yu cme acrss a fallen pwer line, an expsed undergrund pwer line, r any bject cmes int cntact with a pwer line, stay back 10 metres (33 feet) and call 1 888 POWERON (1 888 769 3766) r 911. If yu accidentally find yurself within 10 metres f a fallen wire, d nt walk. Shuffle yur feet slwly away frm the wire until yu are a safe distance away. D nt attempt t trim r mve fallen branches r bjects that are in cntact with the wire, as this may result in severe injury r death. 10 BC Hydr Custmer Service Infrmatin
Fallen pwer lines invlving strms and ther incidents Fllw these rules t stay safe arund fallen pwer lines. Fallen wires may nt thrw sparks and shuld always be treated as live and extremely dangerus. If yu see a brken crss arm r ther equipment but the pwer line is nt dwn, call 1-888-POWERON t reprt. 1 First step If there s a fallen pwer line, stay at least a bus-length away, which is 10 metres (33 feet). 10m STOP! 2 Secnd step Call 911 and ensure n ther bystanders mve t within 10 metres f any fallen lines. 11 BC Hydr Custmer Service Infrmatin
STOP! Call befre yu dig T avid serius danger t wrkers, it s imprtant t knw what services are buried in r near yur wrk site. BC One Call prvides infrmatin abut the undergrund services n yur wrk site and where it s safe t dig. Visit BC One Call at bcnecall.bc.ca r call 1 800 474 6886. Wrking arund electricity If yu wrk arund electricity, knw these three keys f electrical safety: Lk up and dwn 10M Stay back Call fr help 10m 10M 10m 10M 1. Lk up and dwn: Plan yur wrk s yu can avid cntact with pwer lines. Make sure yu lk fr pwer lines verhead and undergrund. 2. Stay back: If yu re wrking arund pwer lines, keep a safe distance frm the lines. Yu shuld be at least 10 metres (33 feet) away frm the lines and yur equipment shuld be at least 6 metres (20 feet) away. Use a sptter t make sure yu re maintaining this minimum safe distance. 3. Call fr help: If yu cme acrss a fallen pwer line, an expsed undergrund pwer line, r any bject cmes int cntact with a pwer line, stay back 10 metres (33 feet) and call 911. If yur equipment cntacts a line, stay calm and stay still until help arrives. Electricity can flw thrugh bjects that are tuching energized pwer lines, but it can als mve acrss a gap frm a pwer line t an bject that is clse by. The minimum safe distance t prevent this frm happening is called a limit f apprach and it is determined by the: Range f vltage in the line Experience f the wrker Equipment being used These distances apply nt just t wrkers, but t materials, tls, ladders, scafflding, cranes, machinery and ther equipment. If yu will be wrking near surces f high-vltage electricity, yu must fllw these limits f apprach. 12 BC Hydr Custmer Service Infrmatin
Here are WrkSafeBC s general limits f apprach: Vltage Phase T Phase Minimum Distance - Metres Minimum Distance - Feet Equivalent Over 750 V t 75 kv 3 10 4-dr car Over 75 kv t 250 kv 4.5 15 pick-up truck Over 250 kv t 550 kv 6 20 small schl bus If yu dn t knw the vltage f a pwer line, stay back at least 10 metres (33 feet) and wait fr ne f ur representatives t verify yur limit f apprach. Call the Electric Service Crdinatin Centre at 1 877 520 1355 if yu need mre infrmatin abut the pwer lines arund yur wrk site. When using a ladder, keep it away frm verhead pwer lines. Only use ladders n stable surfaces, and have smene hld the ladder when yu re n it. Shrt term discnnectin fr nn-electrical wrk If yu will be wrking in the vicinity f service wires (fr rfing, painting, gutter replacement, etc.), we will discnnect and recnnect n the same day t allw yu t wrk in a safe manner. Call us at 1 877 520 1355. We will wrk with yu t determine what steps are necessary t prtect yu and ur electrical system. Yu may need t cmplete WrkSafeBC s frm 30M33 and we can help yu. 13 BC Hydr Custmer Service Infrmatin
Hme safety Fllw ur simple electrical safety tips t keep yurself and yur family safe at hme. Equipment Electrical panels, fuses, and utlets Tip t stay safe If a fuse blws, turn ff all appliances and lights that are n the circuit befre changing the fuse. Use a flashlight. Dn t try t replace a fuse in the dark. Replace a fuse with anther that has an identical rating. Lse fuses can verheat. If yu have plug-type fuses, yu shuld peridically check t make sure they re snug. Never replace a fuse with a cin r ther metal bject. Use grund fault circuit interrupters n all utlets lcated utdrs. Crds, extensin crds, and plugs Pull the plug, nt the crd, when discnnecting an electrical device. Never remve a plug when yur hands are wet, r if yu re tuching a metal bject. The third prng f a plug exists fr safety reasns. D nt break it ff r bypass it. Use nly three-prnged extensin crds utdrs. Keep crds away frm surces f heat and water. Crds and plugs that shw signs f wear r damage need t be replaced. Stp using them immediately. D nt place a crd under a carpet, thrugh a drway, r anywhere that it culd be stepped n. Always use extensin crds that are prperly rated fr the amunt f electricity yu ll be using. Extensin crds are intended fr temprary use. If yu need a permanent slutin, call an electrician. Cil up excess crd length and keep the cil intact with plastic ties r Velcr straps. Use a certified pwer bar if yu need t plug multiple items int an utlet. Electrical devices, appliances, and pwer tls Unplug the taster befre prying ut stuck tast. Unplug yur electrical gadgets when they re nt in use. Keep yur electrical devices away frm surces f water. If yu use an electric lawnmwer, nly cut the grass when it s dry and never when it s raining. Insist n appliances and tls that have been certified by the Canadian Standards Assciatin (CSA) seal r anther accredited Standards Cuncil f Canada assciatin. Electricity safety near gas supply If yu smell gas dn t tuch any electrical switches as it culd cause a spark. G utside and call FrtisBC s 24-hur Emergency Line at 1 800 663 9911. Always use qualified electricity and gas cntractrs t install yur services and ask them t ensure the services are installed the right distance apart. Make sure yur services are inspected and maintained regularly. Dn t try any maintenance yurself, always use a qualified cntractr. Yu can find qualified cntractrs thrugh the BC Safety Authrity. 14 BC Hydr Custmer Service Infrmatin
Electrical safety fr kids Electricity is everywhere. Explain t yur kids hw it wrks and why it s imprtant that they fllw these safety rules. Never put fingers r ther bjects in an utlet. Keep metal bjects ut f tasters. Never use anything with a crd r plug arund water. Never pull a plug ut by its crd. Stay away frm substatins and pwer lines. Dn t climb n pwer ples. Never fly kites near pwer lines. Stay away frm brken r fallen pwer lines. Never tuch r climb trees that are near pwer lines. Never tuch big, metal transfrmer bxes with warning signs. Obey warning signs. Child prfing yur hme Keep curius kids safe frm the temptatin t stick freign bjects int utlets r plugs. Unused wall utlets shuld be secured. Plastic inserts can be used but they can be pulled ff and stuck in the muth. Cnsider using safety utlets that prevent freign bjects frm being inserted. Yu can als blck utlets with the creative arrangement f furniture. If yu re temprarily using extensin crds, hide them behind furniture r use a hide-a-crd device. Yu can als put electrical tape ver unused plug hles n crds. Put electrical devices such as DVD players n a shelf ut f reach, r behind a barrier. Stre bathrm and kitchen electrical appliances like hair dryers and tasters ut f reach f curius children. 15 BC Hydr Custmer Service Infrmatin
Outages Planned utages We must perfrm wrk n the electrical system t maintain its safe and efficient peratin. T ensure the safety f wrk crews and the public, sme f this wrk can nly be dne with the pwer lines de-energized, which usually means an utage fr sme custmers. We plan utages t perfrm wrk that either can t be dne at all r can t be dne safely when the equipment is energized. By planning the utage and ding the necessary wrk, ur crews can prevent a ptential unplanned emergency in the future, where a part f the system unexpectedly fails r malfunctins. WE CONSIDER VARIOUS FACTORS WHEN FINALIZING THE DATE OF A PLANNED OUTAGE: Safety: Public and wrker safety is always ur primary cncern. We need t make sure the wrk is dne in the safest envirnment pssible. Weather: Sme wrk can t be dne when it is raining, ther wrk can be dne under all weather cnditins. This is why utages can be smetimes cancelled at the last minute. Schls: If an utage may affect a schl, we wrk t ensure that it falls n a day when schl is nt in sessin. Cmmunity events: If there is a cmmunity event r celebratin scheduled, we ll try t find anther day. Traffic management: Sme wrk may cause disruptins t traffic. We need t wrk with lcal fficials t ensure ur wrk fits int their traffic management plans. Availability f experts: Sme f the wrk we must d is very specialized and can nly be perfrmed by crews with unique skills and equipment. If this is the case, we must schedule wrk arund their availability. Unplanned utages Preparing fr an utage starts lng befre it happens. Here are a few steps yu can take nw t prepare. Develp a preparedness plan and share it with yur family. Be sure everyne knws what t expect and what t d. Have a cntingency plan in case pwer is ut fr a lnger perid. Make a list f lcal emergency cntact numbers (fire, plice, ambulance, etc.). Include 1 888 POWERON (1 888 769 3766) fr reprting an utage. Use surge prtectrs t prtect sensitive electrical equipment such as cmputers, DVD players and TVs. 16 BC Hydr Custmer Service Infrmatin
Include a battery perated flashlight in yur emergency kit t avid using candles; they can be a fire hazard. Use ur Hme Outage Preparatin Checklist fund in Appendix C t ensure yu and yur family are ready fr an utage. Prepare an emergency kit and stre it in an easy-t find lcatin. Check regularly t make sure the kit is well stcked and that all equipment is in gd wrking rder. Prepare fr the first 72 hurs. Stck yur emergency kit with these essentials: Flashlights Extra batteries First aid kit Bttled water (2 litres per persn per day) Supplies fr peple with special needs Cpy f yur preparedness plan Battery r crank perated clck and radi Crded telephne Nn-perishable, ready-t-eat fds Warm clthing and blankets Games, cards and bks t keep everyne busy Yu may need additinal supplies fr lengthy utages. Remember t pull ut yur emergency kit nce a year and make sure it still fits the needs f yur husehld. Replace batteries with fresh nes. PREPARING YOUR BUSINESS FOR AN OUTAGE Here are sme imprtant tips t help yur business r ffice prepare fr an unplanned utage: Keep yur accunt infrmatin up t date. When yu call us t reprt a pwer utage, we ll ask fr infrmatin t help pinpint yur lcatin. If yu dn t have yur accunt number r Site Lcatin ID (SLID) number handy, the easiest and fastest way fr us t identify yur accunt is thrugh yur main business telephne number. If yu are unsure what yur SLID number is, please cntact ur Care Centre at 1 800 224 9376 t request it. Lg in t MyHydr t update yur business phne number and keep yur nline accunt up t date. Ensuring we have the current cntact infrmatin fr yur business will help us answer questins faster, and helps t determine the lcatin f yur pwer utage. Knw yur building Make sure yu knw the lcatin f yur meter rm and electric service entrance. If yur building has fuses, knw their lcatin and ratings. Keep tw spares in case a fuse blws when pwer is restred. Cnsider installing an emergency lighting system in yur meter rm. Have a prtable lamp r flashlight and batteries readily available. 17 BC Hydr Custmer Service Infrmatin
Knw yur equipment Prepare a list f equipment that will need t be turned ff during an utage and then reset when pwer is restred. Cntact ther service prviders (phne, security, fire, etc.) fr infrmatin n hw thse systems will wrk during and after an utage. If yu have three-phase equipment, install a prtectin device and knw hw t reset it after an utage has ccurred. Have a plan Develp a preparedness plan utlining the peratinal tasks and respnsibilities fr yur emplyees. Identify yur needs fr backup electrical generatin and battery (Uninterruptible Pwer Supply) systems. Test yur backup battery systems, emergency lighting, phne, security and fire prtectin systems regularly. Cmpile a list f emergency telephne numbers. Use ur Outage Plan fr Businesses checklist fund in Appendix C t create a custmized plan fr yur business. Prepare an emergency kit and stre it in an easy-t-find lcatin. Prepare yur emplyees Make sure yur emplyees knw what their respnsibilities are during a pwer utage. Ensure that they have access t yur site lcatin identificatin number (SLID) s they can reprt an utage t if yu re nt available. Mre infrmatin Yu can find mre infrmatin t help yu prepare fr emergencies n these websites: 72-hur emergency kit and preparedness plan: getprepared.ca Tips n emergency preparedness: B.C. Prvincial Emergency Prgram www2.gv.bc.ca/gv/cntent/safety/emergency-preparedness-respnse-recvery During an utage Implement yur utage preparedness plan. Turn ff equipment and appliances, including cmputers and laptps, especially thse that generate heat. This helps prevent equipment damage when pwer is restred. Determine whether the prblem is limited t yur building by checking neighburing buildings and businesses. If it is an utage n ur system, use a mbile device t check the current pwer utages. Check the utage map at bchydr.cm/utages t see if we already knw that yur pwer is ut. If yur utage isn t listed, reprt the utage by calling 1 888 POWERON (1 888 769 3766) r *HYDRO (*49376) n yur cell. When yu call POWERON, yu will receive estimated restratin infrmatin based n yur specific situatin, as well as ther imprtant infrmatin. If yu lg int MyHydr, yu can als reprt yur pwer utage nline. Yu will be prmpted t enter yur accunt number r site lcatin identificatin number (SLID). 18 BC Hydr Custmer Service Infrmatin
PORTABLE GENERATOR SAFETY PRECAUTIONS Hme generatrs can be useful during a pwer utage but they can als be very dangerus if they are nt used prperly. Always fllw all manufacturers instructins and cntact a qualified electrician r electrical inspectr if yu have questins. 1. Prevent carbn mnxide pisning Carbn mnxide (CO) is a clrless, durless gas in the engine exhaust. Yu may nt smell the exhaust but culd still be expsed t CO. Never use a prtable generatr r charcal barbecues indrs, including inside a garage r ther enclsed r partially enclsed area. Never perate prtable camping stves r lamps indrs r in enclsed areas such as garages r carprts. Only perate prtable generatrs utdrs and at a lcatin where the exhaust cannt enter int yur hme r ther buildings thrugh drs r windws. If yu start t feel dizzy, nausea, a headache r tired while using a generatr, get t fresh air immediately and seek medical attentin. Use a battery perated carbn mnxide detectr at hme. 2. Prevent electric shck and electrcutin Serius accidents r fire can result when a hme generatr is imprperly cnnected t an existing huse wiring system. Generatrs that are nt islated can feed back int the electrical grid and pssibly electrcute anyne cming int cntact with the system, including yur neighburs and ur wrkers. It is nt permissible t cnnect a hme prtable r statinary generatr directly t a huse wiring system withut the prper installatin f a CSA-apprved transfer switch. An electrical permit is required fr the installatin and the transfer switch and generatr must be inspected and apprved by the lcal electrical inspectr. Fr mre infrmatin n the crrect way t cnnect yur generatr and t btain a permit, please call yur electrical cntractr r the electrical inspectr in yur area. Never plug a prtable generatr int a regular husehld electrical utlet. This can als cause back-feeding t the electrical grid, which is a serius electrical danger. Plug appliances directly int the generatr r use a prperly sized CSA-apprved 3-prnged extensin crd in gd cnditin. Use a Grund Fault Circuit Interrupter (GFCI) prtable extensin crd if using the prtable generatr t pwer electrical tls fr utdr use. Keep the generatr dry and prtected frm rain and snw. 3. Prevent fire Imprper fuel handling, imprperly installed r verheated generatrs are fire hazards. D nt stre fuel in the hme. Fuels shuld be stred in prperly labelled and vented fuel strage cntainers in a well-ventilated building r strage shed away frm living areas. D nt stre fuel near the generatr r ther fuel-burning r heat-prducing appliance. Shut dwn the generatr and allw it t cl befre refuelling. D nt verlad the generatr. 19 BC Hydr Custmer Service Infrmatin
Restring pwer 1 2 We check the verall system and repair damage t generating statins, high-vltage transmissin lines and substatins. We then restre pwer t critical services such as hspitals, plice, fire, water and cmmunicatin systems. 3 4 We make repairs that will return service t the largest amunt f custmers in the least amunt f time, such as high-density husing and large neighburhds. We restre pwer t smaller neighburhds and individual custmers. When pwer is restred, yu shuld first turn n the mst essential equipment. Wait 10 t 15 minutes befre recnnecting ther equipment t avid verlading the electrical system and give the system a chance t stabilize. Check yur facility t make sure everything is perating crrectly. 20 BC Hydr Custmer Service Infrmatin
Street light repair Requests fr maintenance and repairs t ur street lights and ples must be initiated by the authrity (municipality, band r individual) that has the assciated street lighting accunt with us. T ensure that wrk is started prmptly n street lights, d the fllwing: Fr help Fr help n hw t use SLIM, select the link fr step by step instructins n the Street Light Infrmatin Management web page. 1. Get the identificatin number n the ple. 2. Submit a request fr maintenance t us thrugh the Street Lighting Inventry Management (SLIM) system nline at: bchydr.cm/streetlight and a wrk rder will be generated fr crews. If yu have a street lighting accunt with us, yu can get mre infrmatin abut maintenance requests by calling the Flat Rate Centre at: 1 877 453-6575. We are nt respnsible fr maintenance t street lights and ples that are the prperty f bands, municipalities r individuals. New electrical cnnectins If yu re starting a renvatin prject, yu may need an authrizatin frm r permit befre yu install electrical prducts. The BC Safety Authrity issues cntractr authrizatins fr the majrity f British Clumbia. If yu wuld like t establish a new electrical cnnectin, the fllwing requirements must be met fr verhead and undergrund service. T begin, manage and review status updates t yur electrical cnnectin request fllw these easy steps: Step 1 G t bchydr.cm/lgin and lgin t yur MyHydr prfile. Yu can create a prfile here if yu dn t already have ne. Step 2 Place yur muse ver the MyHydr tab seen in the tp left crner f the screen (n need t click) then select ne f the three ptins listed belw Cnnectin Requests. T establish a new cnnectin, yu must meet certain requirements. If yu cannt meet the cnnectin requirements mentined belw, please cntact ur Electric Service Crdinatin Centre at 1 877 520 1355 Mnday t Friday, 8 a.m. and 4 p.m. fr assistance. Overhead service requirements HEIGHT The pint f attachment must nt exceed seven metres abve grade r sidewalk, and the clearance f supply cnductrs abve grade must be nt less than: Acrss highways, freeways and expressways: 7.1 metres Acrss streets, lanes, alleys and pipeline right-f-way: 5.5 metres Acrss driveways t cmmercial and industrial premises: 5.5 metres Acrss driveways t residential garages: 4.5 metres Acrss grund nrmally accessible t pedestrians nly: 3.5 metres Sufficient hrizntal clearance must be available at grade level between the ft f a ladder and its resting place n the building. 21 BC Hydr Custmer Service Infrmatin
LOCATION The lcatin f the service entrance (wire hlder) must nt create an aerial trespass and be: In direct line f sight with ur service ple, and On the wall f the building facing the pwer supply; r Nt further than 1 metre (3 feet) back, n the side f the building clsest t ur surce r stub ff. If a rf mast is required t meet the minimum vertical clearance abve grade, it must be lcated within 45 centimetres (18 inches) frm the edge f the rf within reach f the installer s ladder. Rain gutters must be reinfrced t hld the ladder withut damaging the gutter. LENGTH The maximum service length frm ur ple t the custmer s pint f attachment is 30 metres (100 feet). If the service length exceeds 30 metres and is apprved by us, an extensin fee will apply. SAFETY AND LADDER USE If crews need a ladder t reach the service entrance: OTHER The ladder rati (4 metres high t 1 metre acrss) is met when the ladder is up against the building, withut creating an aerial trespass ver a neighbur s prperty. The rf mast is lcated within 45 centimetres (18 inches) frm the edge f the rf within reach f the installer s ladder. Stairs d nt interfere with ladder use. Service cnnectins t private prperty ples r garages may help alleviate prblems resulting frm clearances and ther requirements frm us, WrkSafe BC and the Electrical Cde. Trees must be cleared t 3 metres n each side f any secndary cnductr. Mid-span taps (cnnecting t ur system n the wire between tw ples) are nt typically allwed. Undergrund service requirements INSTALLATION Yu are respnsible fr supplying and installing cnduit that meets ur requirements: The duct must be gray 75 millimetre rigid DB2 PVC and have at least 90 centimetres (3 feet) f cver. The duct must be installed between a 150 millimetre pit run base and 300 millimetre pit run cver. If the ttal number f bends installed between ur duct stub-ff and the meter base exceeds a cmpsite angle f 135 degrees, a pull bx may be required. The minimum radius f any cnduit bend is 900 millimetres. All undergrund service cnduits must be drained at the building entrance as per the Canadian Electrical Cde. A 3 millimetre minimum (#8) plyprpylene pull string must be installed in the service cnduit and tied securely at the meter base enclsure. The duct trench must be in direct line f sight frm the meter base t ur duct stub-ff, and must be graded t the depth f that stub ff pint. 22 BC Hydr Custmer Service Infrmatin
LOCATION The lcatin f the service entrance must be: In direct line f sight with ur service duct stub ff, and On the wall f the building facing the pwer supply; r Nt further than 1 metre back frm that wall facing ur pwer supply. LENGTH The ttal allwable cable length, frm the prperty line t the meter base, is 30 metres (100 feet). If the cable length exceeds 30 metres and is apprved by us, an extensin fee will apply. Custmer wned ples Yu may be required t install a private ple n yur prperty in rder t receive electrical service. Please cntact ur Electric Service Crdinatin Centre at 1 877 520 1355 t discuss ptins if yu think yu need a private ple. CIRCUMSTANCES WHEN A CUSTOMER-OWNED POLE IS NEEDED Service wire will be lnger than 30 metres (100 feet) frm ur pint f cnnectin t the service lcatin Service wire will create an aerial trespass ver a neighbur s prperty Yu wish t have undergrund service in an area where we prvide verhead services POLE REQUIREMENTS Full length, pressure treated, class 6 r higher Minimum diameter at tp: 5.5 inches Minimum diameter 6 feet frm butt: 9 inches Gain mark must be 12 feet frm butt Near the tp f the ple, insert a blt thrugh the clevis INSTALLATION REQUIREMENTS Fr hles in nrmal grund r lse rck: Minimum 5 feet fr a ple f 30 feet r less; r, 10% ttal height f ple plus 2 feet fr ples lnger than 30 feet Fr ples set in rck, the depth may be ne ft less than the requirements fr nrmal grund r lse rck. Meters Residential meters must be accessible t us at all times. Meters must nt be installed inside carprts, garages r breezeways, r within 1 metre f a gas meter. Meters must be installed between 1.5 and 1.8 metres (5 and 6 feet) abve finished grade The meter base is mre than 1 metre (3 feet) frm the crner f the building clsest t ur surce r stub ff. If the site has mre than ne meter base, the meters must be clearly marked (i.e. Huse & Suite, A & B). REMOVAL OF SERVICE Our crews will remve the service and the meter upn custmer request, as lng as the premises are vacant. Only the registered wner (r authrized business partner) can request the remval f service. There is n charge t remve a service; hwever there is a charge t re-establish it. 23 BC Hydr Custmer Service Infrmatin
Charges and fees Fr electrical cnnectins, yu must pay a standard charge fr the installatin f a meter and wire/cable between ur infrastructure and yur meter base, wiring r switch if applicable. If additinal infrastructure is required, yu may als pay an extensin fee. The extensin fee may include the cst f ples, transfrmers, wire/cable, ductwrk and ther charges. Single-phase cnnectins include ne meter. Amps Zne Il Overhead 100 $1,100 plus GST (where applicable) 200 $1,149 plus GST (where applicable) 400 $1,560 plus GST (where applicable) Undergrund 100 $1,481 plus GST (where applicable) 200 $1,653 plus GST (where applicable) 400 $2,691 plus GST (where applicable) Additinal meters Request an additinal meter during installatin Request an additinal meter subsequent t installatin Relcatin f service wire r discnnect/ recnnect fr electrical wrk Return visit by crews $46 plus GST (where applicable) First meter is $181 plus GST (where applicable) Additinal meters are $46 plus GST (where applicable) Up t 200A $1,171 plus GST (where applicable) 400A $1,235 plus GST (where applicable) $766 plus GST (where applicable) Electric service extensins If we need t add infrastructure such as pwer lines, ples, and transfrmers, r increase the capacity f ur system s yu can receive electric service frm us, yu may need t pay fr an extensin. We ll prvide a design and a qute fr cnstructin csts. EXTENSION FEES The extensin fee is yur share f the cst f ples, transfrmers, wires and/r cable, and undergrund cnduit, alng with ther cnstructin csts necessary t receive service frm us. Yur cst may be reduced by ur cntributin twards extensins, and any credits yu may qualify fr. We ll prvide a design and a qute fr cnstructin csts. T request a qute fr an extensin, lg in t yur accunt nline at bchydr.cm/lgin. Fr regulatry infrmatin abut ur Extensin Fee plicy, visit ur Electric Tariff, sectin 8. 24 BC Hydr Custmer Service Infrmatin
GUARANTEE If yu need an extensin with an expected maximum demand greater than 100 kw, yu may need t prvide us with a guarantee in the frm f cash r a letter f credit. The maximum amunt f the guarantee will be equal t all r part f ur cntributin tward cnstructin csts, and wuld be held fr a perid f up t five years after the in-service date. At the end f the guarantee perid, we ll re-evaluate ur cntributin tward the extensin csts. The calculatin is based n the number f custmers cnnected t the extensin, and the average electricity demand f thse custmers ver the guarantee perid. Based n the re-evaluatin, we may refund the guarantee, either in whle, r in part. Please nte that n interest will be paid n the guarantee. Attaching t ur ples, twers and ducts Sme cmmn examples f attachments are: Cmmunicatin cmpanies that need t install wireless antennas, fibre r caxial cable, and pwer supply bxes. Municipalities that require fibre cnnectivity between municipal buildings using ur undergrund duct banks. First Natins that want t deply internet r telephny services t their cmmunities. Any ther cmpany that puts their equipment r cables n r in ur infrastructure. We can assist yu with yur attachment prjects n qualified transmissin and distributin structures (ples, twers and ducts). We are cmmitted t an pen and impartial prcess in respnding t requests fr all attachments. Requests are handled n a first-cme, first-served basis. Timelines are dependent n the size and cmplexity f the prject and can range frm days (fr a very simple prject) t mnths (r even lnger) fr mre cmplex requests. There is als a fee assciated with this wrk, which varies in accrdance with the requirement fr the wrk. Fr mre infrmatin, T find mre infrmatin, lg in t yur MyHydr accunt, and select Accunts & Billing, then select Electrical Cnnectins and dwnlad the Unecnmic Extensin Assistance Handut. 25 BC Hydr Custmer Service Infrmatin
Rate infrmatin Residential rates Residential custmers in this rate zne are classified as the fllwing: 1107: Residential (Single Family Hmes) 1127: Multi-unit Residential (Apartments, Cnds and Multiplex Hmes) These rates categries include the fllwing charges, which are the same fr bth types f hme: BASIC CHARGE The Basic Charge is 20.25 per day, which is the amunt yu pay each day that yu have a meter that is cnnected t ur system and ready t deliver electricity t yur premises, regardless f hw much yu cnsume. This is the minimum amunt yu must pay in rder t have an accunt pen with us. USAGE CHARGE The first 1500 kwh per mnth that yu cnsume are charged t yu at 10.28 per kwh. All additinal kwh per mnth are charged at 17.67 per kwh. SPECIAL CONDITIONS The maximum capacity f all heating elements energized at any ne time in any water heater served under this schedule shall nt exceed the greater f 1,500 watts r 45 watts per litre (200 watts per imperial galln) f tank capacity, except with ur written permissin. DISCOUNT FOR OWNERSHIP OF TRANSFORMERS A discunt f 25 per mnth per kw f maximum demand will be applied t Schedule 1127 if a Custmer supplies the transfrmatin frm a primary ptential t a secndary ptential. We will install a demand meter in additin t a kilwatt hur meter. We will install ur meters at the secndary ptential. The Billing Cde fr Schedule 1127 Custmers eligible fr the Discunt fr Ownership f Transfrmers shall be Schedule 1128. RATE RIDER The Deferral Accunt Rate Rider applies t all charges, befre taxes and levies. Amunts received frm the Rate Rider are used t recver additinal and unpredictable energy csts. Fr example, lw water inflws and higher-thanfrecast market prices. Small business rates Small business custmers in this rate zne are classified as: 1234: Small General Service (under 35 kw demand) This rate is fr all purpses where a demand meter is nt installed because the Custmer s demand as estimated by us is less than 35 kw. This rate is als applicable fr cmmn-use areas in multi-unit residential buildings. This rate includes the fllwing charges: BASIC CHARGE The Basic Charge is 24.29, which is the amunt yu pay each day that yu have a meter that is cnnected t ur system and ready t deliver electricity t yur premises, regardless f hw much yu cnsume. This is the minimum amunt yu must pay in rder t have an accunt pen with us. 26 BC Hydr Custmer Service Infrmatin
USAGE CHARGE The first 7000 kwh per mnth that yu cnsume are charged at 11.55 per kwh. All additinal kwh per mnth are charged at 19.23 per kwh. If required by us, a custmer shall prvide and maintain such cntrls as we cnsider necessary, including timing devices, and facilities satisfactry t us fr the maintenance f these cntrls. RATE RIDER The Deferral Accunt Rate Rider applies t all charges, befre taxes and levies. Amunts received frm the Rate Rider are used t recver additinal and unpredictable energy csts. Fr example, lw water inflws and higher-thanfrecast market prices. Medium and large business rates Medium and large businesses in rate zne II are classified as: 1255: Custmer s supply f electricity is metered at a secndary ptential and we supply transfrmatin frm a primary ptential t a secndary ptential. (demand is 35 KW and ver) 1256: Custmer s supply f electricity is metered at a primary ptential and we supply transfrmatin frm a primary ptential t a secndary ptential. (demand is 35 KW and ver) 1265: Custmer s supply f electricity is metered at a secndary ptential and the custmer supplies transfrmatin frm a primary ptential t a secndary ptential. (demand is 35 KW and ver) 1266: Custmer s supply f electricity is metered at a primary ptential and the custmer supplies transfrmatin frm a primary ptential t a secndary ptential. (demand is 35 KW and ver) Rates in this categry include the fllwing charges: BASIC CHARGE The Basic Charge is 24.29, which is the amunt yu pay each day that yu have a meter that is cnnected t ur system and ready t deliver electricity t yur premises, regardless f hw much yu cnsume. This is the minimum amunt yu must pay in rder t have an accunt pen with us. USAGE CHARGE The first 200 kwh per kw f demand per mnth are charged at 11.55 per kwh All additinal kwh per mnth are charged at 19.23 per kwh. A discunt f 1.5% will be applied t the abve rate if a custmer s supply f electricity is metered at a primary ptential. A discunt f 25 per mnth per kw f billing demand will be applied t the abve rate if a custmer supplies transfrmatin frm a primary t a secndary ptential. If a custmer is entitled t bth f the abve discunts, the discunt fr metering at a primary ptential will be applied first. 27 BC Hydr Custmer Service Infrmatin
Taxes GST and PST exemptin With apprpriate dcumentatin, exemptins may be granted t: Individual First Natins custmers living n a reserve (except members f Treaty First Natins). Individuals perating an unincrprated business n a Reserve. (Exemptin des nt apply t incrprated abriginal wned businesses). First Natin Bands, Tribal Cuncils r Unincrprated Band Empwered Entities receiving electricity service n a Reserve. Incrprated Band Empwered Entities that are specifically engaged in Band Management. Acquired service related t real prperty n a reserve (Fr example, installatin f ples, electrical line, transfrmers needed t prvide electricity service n a Reserve). Bna fide farms, regardless wner status r whether r nt lcated n r ff-reserve, with a Certificate f Exemptin as a Farmer are exempt frm PST. This frm is required fr each address the custmer is requesting t be PST exempt. The frm can be fund nline at sbr.gv.bc.ca/dcuments_library/frms/0458fill.pdf In British Clumbia, all residential hmes are exempt frm paying PST n electricity cnsumptin. Please see Appendix E fr a table f what tax exemptins yu r yur cmmunity may be eligible fr. Dcumentatin requirements The Canadian Revenue Agency has strengthened its administrative plicies regarding tax exemptin. As a result, we are required t btain dcumentatin shwing that a custmer is entitled t tax exemptin befre the exemptin can be applied t an accunt. Fr individuals, we must have a cpy f yur Certificate f Indian Status. Bands, Tribal Cuncils, Band Empwered Entities and Farmers can cntact us t get the apprpriate frms. Hw t prcess yur exemptin Call 1 800 BCHYDRO (1 800 224 9376) r 604 224 9376 in the Lwer Mainland and we will help yu submit the prper dcumentatin t get yur exemptin prcessed. 28 BC Hydr Custmer Service Infrmatin
Billing and metering infrmatin Hw meters wrk Our metering technlgy wrks tgether t create a cmmunicatins netwrk. 1. The meter recrds yur electricity use n an hurly basis. This infrmatin is encrypted and stred securely within the meter. 2. A few times a day the meter sends this infrmatin frm meter t meter and then t a cllectr. These cmmunicatins take just secnds a day. 3. Cllectrs send the aggregated, encrypted infrmatin back t us. The benefits f the system include: Helping keep rates lw, by increasing peratinal efficiencies, imprving theft detectin and reducing electricity waste. These savings are passed n t custmers thrugh lwer standard charges and rates. Enabling new tls, such as MyHydr electricity tracking, t help yu save energy and mney. Mst custmers can nw track their electricity use right dwn t the hur. Helping get the lights back n faster and mre safely fllwing pwer utages. Supprting clean electricity technlgies. Smart meters are helping t transfrm the electricity grid frm a ne-way system t a tw-way system. They will supprt new technlgies such as electric vehicles and small-scale surces f clean-energy generatin, including slar panels. Unlike ther wireless infrastructure, ur meters use very lw pwer signals abut ne watt. Radi frequency signal strength ges dwn quickly with distance. Our meters are installed utside custmer hmes and the pwer density reduces with distance. Three metres frm the electric meter, the radi frequency signal drps t 0.5% (0.005 µw/cm2) f the Industry Canada expsure limits. Existing meter bxes, the scket where smart meters are installed, act like a reflective shield that further directs smart meter radi frequency signals away frm the hme. Cllectrs, which receive data frm meters and send it t us, are munted n existing utility ples 5.5 t 7.5 meters (18 t 24 feet) ff the grund and are inactive 99% f the time. Like the meter, the cllectr als uses extremely lw pwer abut ne watt. Estimated meter readings When cmplete meter readings were nt btained fr every day in the billing perid, ur cmputer system will estimate the cnsumptin fr the days when readings were nt sent. The fllwing bill message will display n any current r final invice that includes an estimate: Yur bill shws an estimate. Infrmatin frm the meter may nt be cmpletely upladed t ur system each day, but the meter stres all infrmatin until it eventually gets sent. Estimated bills have the same frce and effect as bills that are based n actual meter readings. If yu are ver r under charged based n an estimate, yur accunt will be adjusted fr the difference in a future billing perid after an actual meter reading takes place. 29 BC Hydr Custmer Service Infrmatin
Billing cycle Yu will receive an invice every tw mnths as meters fr the majrity f hmewners are read every 54-66 days. The meter recrds all electricity used in the hme r facility and yur invice is fr electricity used ver the previus billing perid. Custmers n Equal Payment Plans and businesses are usually billed mnthly. Accunt services T reach ur custmer service call: 604 224 9376 r 1 800 224 9376. Hurs f peratin are Mnday t Friday, 7 a.m. t 8 p.m. and Saturday, 9 a.m. t 5 p.m. We are clsed n Sundays and hlidays. Depending n yur inquiry, yu may be transferred t a team that prvides specialized supprt fr businesses and First Natins bands. Online services thrugh MyHydr. There are many features available fr yu t use t manage yur accunt thrugh ur nline prtal. These include: View yur current and previus bills View yur meter reads Exprt billing data Sign up fr Team Pwer Smart Understand bill details Open a new accunt Learn ways t pay yur bill Mve yur service Set up preauthrized payments Managing service fr rental prperties Set up Equal Payment Plans Obtain infrmatin n: Reprt a payment Late payment and discnnectin View yur payment histry Recnnectin T access these features, create a prfile and lg in at bchydr.cm/lgin. 30 BC Hydr Custmer Service Infrmatin
Open a new accunt T pen a new accunt at a premises that already has an electrical cnnectin, g nline at bchydr.cm/lgin r call us at 1 800 224 9376 t d it ver the phne. T pen r mve an accunt yu will need: T sign up nline fr MyHydr (if yu want t enrll nline). Yur mve in and mve ut dates fr each address. Yur new address. Phne number s we can reach yu. If yu re renting, yur landlrd s name and phne number. If yu are GST exempt, prf f tax exemptin status (see Tax sectin). There is a $12.40 + GST charge fr all new accunts and mves. This charge will appear n yur first bill after yu mve. Accunts may als require a security depsit if yu have never had an accunt with us, r d nt have a gd payment histry. Ways t pay yur bill We ffer several ptins fr yu t pay yur bill: ONLINE BANKING Visit yur bank s website and select BC Hydr as a payee. Yu can als pay in persn at yur lcal branch, using telephne banking r an autmated banking machine. PREAUTHORIZED PAYMENTS Have yur bills paid autmatically frm yur bank accunt. T d this, yu will need t cmplete the Preauthrized Payment Frm fund in Appendix C. Yu ll als need the bank accunt details fund n yur cheques. EQUAL PAYMENT PLAN T make equal payments each mnth, yu can set up an equal payment plan. The last 12 mnths f electricity use determines yur mnthly payment amunt. Each year, we cmpare the amunt yu ve been billed with yur actual use. The difference may result in a credit (if yu ve used less electricity than yu ve paid fr) r additinal charges (if yu ve been using mre electricity than yu ve paid fr). Yu can see hw yu re cmparing n each bill. CREDIT CARD Yu can pay with yur Visa r MasterCard using Paymentus, a third-party service that charges a service fee fr each payment yu make. Yu can make a ne-time payment, r set up recurring payments. Visit Paymentus t pay with yur credit card nline. T pay with yur credit card ver the phne, call Paymentus at 1 877 543 8357. BY MAIL T pay by mail, send yur cheque t ur payment address: BC Hydr P.O. Bx 9501 STN Terminal Vancuver, B.C. V6B 4N1 D nt mail cash r pst-dated cheques. AT A SERVICE BC LOCATION (OUTSIDE THE LOWER MAINLAND) Outside f the Lwer Mainland, yu can pay yur bill by cash, cheque r debit at a Service BC lcatin. 31 BC Hydr Custmer Service Infrmatin
Request t defer a payment If yu can t pay befre yur bill is due, yu may be eligible t request a payment deferral nline using MyHydr, r by cntacting ur call centre at 1 800 BCHYDRO t make arrangements. Yur accunt must be in gd standing and all past payment arrangements must have been met. Late Payments and Discnnectin If yu dn t pay yur bill by the due date the fllw may result: A late payment charge will be added t yur accunt. Yur accunt may require a security depsit. We may discntinue electrical service, which can als lead t a recnnectin charge. Tell us that yu made a payment If yu ve made a payment after the due date, yu can avid a disruptin f service by prviding the details f yur payment using the Reprt a payment feature in MyHydr r by cntacting ur call centre. T use the nline feature, lg in t MyHydr, and in the left sidebar select Reprt a payment in the blue bx labeled Manage Accunt. Late payment charges If n payment is received by the due date, a late payment charge f 1.5% per mnth will be added t yur accunt fr unpaid amunts f $30 r mre. We will then attempt t cntact yu by phne, mail, r email t remind yu t pay. If yu dn t pay yur bill, we may discnnect yur electricity service. Recnnectin If yur electrical service has been discnnected because f payment prblems, yu must: Pay the ttal amunt wing. Call us t reprt the payment and request a recnnectin at 1 800 BCHYDRO (1 800 224 9376). Befre we can recnnect pwer, we ll need t cnfirm that all electrical equipment is turned ff r discnnected, particularly heat-prducing appliances and devices such as stves, space heaters and clthes irns. We charge $30 plus GST t recnnect yur electrical service. Residential and business custmers under the Small General Service Rate can use the autmated phne system t request a recnnectin. Larger business custmers will need t speak t a custmer service representative t arrange a recnnectin. Keeping up with yur BC Hydr bills Cnsider using nline billing t ensure yu receive yur bills as quickly as pssible, and receive emails t remind yu when yur bill is due. Set up pre-authrized payments t withdraw yur bill amunt directly frm yur bank accunt. Set up equal payments each mnth t make budgeting easier and spread yur electricity csts ver the year. Use yur Visa r MasterCard fr a ne-time payment r t pay autmatically every mnth by credit card. A service fee applies fr each payment. 32 BC Hydr Custmer Service Infrmatin
Clse yur accunt If yu are mving yu need t clse yur accunt. Yu can g nline at bchydr.cm/lgin r call us t d it by phne at 1 800 224 9376. We require 24-hur ntice t clse yur accunt. T d this yu will need: A frwarding address. Phne number s that we can reach yu. The date yu want us t cancel yur service. This is what yu need t d: If yu re a residential custmer, sign up nline fr MyHydr first (if yu haven t already). Link the accunt yu want t clse t yur prfile (yu need a cpy f yur bill t d this). Hver yur muse ver the Mving & Electrical Cnnectins tab n the banner Select Mve r Cancel My Service When yu cancel yur service, we prduce yur final bill after the mve-ut date. If yu have pre-authrized payments, the final payment will be withdrawn frm yur accunt fur days after the invice is created. We accept mve-ut ntificatin up t 60 days befre the date f the accunt clsure. Rental prperties OWNING AND MANAGING MULTIPLE ACCOUNTS If yu wn r manage multiple prperties and yur tenants pay us directly fr their electricity service, yu shuld apply fr a Rental Premise Agreement. It will make accunt changes related t mve-ins and mve-uts fr yur managed prperties mre cnvenient, and will ensure electricity remains n between tenants. If yu dn t have a Rental Premise Agreement, when a tenant ntifies us that they are mving ut f a prperty and there s n pending mve-in applicatin, the electricity at that prperty will be discnnected. Having a signed agreement n file will autmatically transfer the accunt int yur name when a tenant mves ut, rather than the service being discnnected. Benefits f a Rental Service Agreement: Aviding the incnvenience f a service discnnectin between tenants. Autmatic transfer f the accunt t the agreement hlder. Aviding any fees assciated with recnnecting the electricity at a prperty. Keeping the electricity n fr any renvatins r upgrades being made t a prperty between tenants. 33 BC Hydr Custmer Service Infrmatin
Hw the mve-ut/mve-in prcess wrks when Rental Premise Agreement is in place: 1. Tenant ntifies us f their pending mve-ut. 2. Once the tenant mves ut, if an applicatin fr electricity service at the prperty is nt received within 16 days, the Rental Premise Agreement will take effect and the agreement hlder becmes respnsible fr payments assciated with the accunt. 3. When a new tenant is set t mve in t the prperty, the tenant ntifies us f their mve-in date at least a week in advance. 4. On the tenant s mve-in date, the accunt is autmatically transferred frm the agreement hlder s name t the new tenant s name, and the tenant becmes respnsible fr the accunt. Tenants can apply fr service nline at bchydr.cm/lgin r by calling ur custmer service team at 1 800 BC HYDRO. If ntice f a mve-in is nt prvided, the accunt will remain in yur name. Yu can set up a Rental Premise Agreement nline at bchydr.cm/rentalprperties. ADD OR CANCEL MULTIPLE ACCOUNTS If yu re respnsible fr the accunts f mre than ne prperty, yu can add r clse them at ne time nline at bchydr.cm/mving. If yu need t pen, clse r mve mre than 10 accunts, yu will need t call us. Fr ther questins, please cntact ur call centre at 1 800 224 9376 fr assistance. 34 BC Hydr Custmer Service Infrmatin
Energy savings prgrams and ffers We ffer several financial incentives fr ur custmers t imprve their energy efficiency and keep bills lw, including thse listed belw. These prgrams may change, please check bchydr.cm/pwersmart fr details n ur mst current ffers. Mre ways t save Incentives fr energy efficiency may als be available thrugh Federal and Prvincial ministries and prgrams. Incentives and Rebates SAVINGS BASED ON INCOME Our free Energy Saving Kit fr lw-incme husehlds ffers prducts and tips t help save energy and mney and make yur hme mre cmfrtable. Kits cntain simple energy-saving prducts such as cmpact flurescent bulbs and weather stripping that yu can install yurself. The kit is suitable fr all husing types and a custmized kit is available if yu live in an apartment. bchydr.cm/freekit 604-431-9463 Need help installing yur energy-saving prducts? Fr eligible lw-incme husehlds, the Energy Cnservatin Assistance Prgram ffers a hme energy assessment, persnalized energy caching and cntractr-installed upgrades t help save electricity and mney all at n cst t yu. bchydr.cm/ecap 877-806-3242 TEAM POWER SMART Lking t save mney n yur electricity bills? Becme a member f Team Pwer Smart and challenge yurself t reduce yur hme s electricity use by 10% in the next year. If yu re successful, yu can earn a $50 reward. Alng the way, we ll prvide helpful advice, tips and success stries frm ther team members t keep yu mtivated. Yu ll als have the pprtunity t enter exclusive cntests fr a great chance t win prizes like an LED lighting package, prgrammable thermstat, and gift cards. bchydr.cm/teampwersmart 604-224-9376 35 BC Hydr Custmer Service Infrmatin
HOME RENOVATION REBATES The Hme Energy Rebate Offer is prvided in partnership between us and FrtisBC. A wide variety f incentives help make it easy fr yu t reduce nging energy csts and imprve the cmfrt f yur hme. bchydr.cm/hmerebates 604-224-9376 Did yu knw? In additin t the financial incentives, we supprts educatin and training f builders n energy efficient building practices, and raises awareness amng hme buyers t stimulate market demand fr energy efficient hmes. Business Energy Advisrs Business Energy Advisrs (BEA) help business wners and managers identify energy-efficient pprtunities that can eliminate energy waste and imprve prfitability. A BEA will visit a custmer s site t identify energy saving pprtunities. This assessment is based n visual verificatins f installed equipment and peratin data (e.g. billing and cnsumptin analysis). The BEAs analysis f the infrmatin gathered frm a site visit is used t prvide energy saving recmmendatins t the custmer. T request a free energy cnsultatin r fr mre infrmatin n the prgram, call the business helpdesk at 604 522 4713 in the Lwer Mainland (1 866 522 4713 elsewhere in B.C.), r visit bchydr.cm/bea. Business energy savings incentives Business energy savings incentives prvide ur business custmers with financial incentives fr energy efficient upgrades. The prgram is designed fr simple ne-fr-ne replacements f inefficient technlgies with energy-efficient nes. T learn mre abut the energy saving incentives available fr yur business, cntact the business helpdesk at 604 522 4713 in the Lwer Mainland (1 866 522 4713 elsewhere in B.C.), r visit bchydr.cm/incentives. 36 BC Hydr Custmer Service Infrmatin
Claims We understand that when yu lse pwer, it causes incnvenience and that yu may have sustained lsses such as spiled fd, damaged electrnics, r lst revenue. While we are srry fr the disruptin, we d nt ffer cmpensatin fr pwer utages. Alternatively, we recmmend making a claim with yur insurance prvider. Yu may be eligible fr cmpensatin if yur prperty sustained physical damage (e.g., t fences r driveways) incurred during restratin effrts. Yu can learn mre abut what qualifies fr claims belw. 1. Claims fr damages arising frm the interruptin r frm irregularities in electric service are cnsidered under the terms and cnditins f the Electric Tariff and apprved by the BC Utilities Cmmissin. As referenced in Sectin 9.7 - Liability f BC Hydr, we d nt guarantee a cnstant supply f electricity and shall nt be respnsible r liable fr any lss, injuries, damages, r expenses resulting frm any interruptin, terminatin, failure r defect in the supply f electricity unless directly resulting frm ur wilful miscnduct. We d nt reimburse fr any lss f prfit, lss f revenues r ther ecnmic lss even if the lss is directly resulting frm ur wilful miscnduct. Electric service may be temprarily suspended t make repairs r imprvements t ur system r ther unplanned emergencies. We will endeavur t prvide ntice f such suspensins and restre pwer as sn as reasnably pssible. Where ntice f a planned utage has been prvided, we may be required t cancel r reschedule the planned utage n shrt ntice and may nt be able t infrm all affected custmers f the change in advance. We d nt cmpensate custmers fr lss r damage caused by r arising ut f any such suspensin f service r cancellatin f planned wrk. 2. Claims related t service interruptins caused by lightning, wind, flds, strms, animals, fallen trees/branches n service lines and ther such phenmena that are cnsidered beynd ur cntrl will nt be individually investigated and will generally be denied. 3. With the exceptin f number 2 abve, each claim is investigated t determine underlying facts. In cases where we cnsider cmpensatin, claim payments will be made nly t the prperly identified wners f the damaged prperty unless written cnsent is prvided by the prperty wner. Payments will nt be made t cntractrs r ther agents f the custmer engaged in the inspectin r repair f damaged prperty. 4. Claims relating t lss r damages, interruptins f service r vltage irregularities that result frm acts f third parties such as cntractrs cntacting pwer lines r mtr vehicles hitting ples are nt paid by us. 5. Our cntractrs are respnsible fr their wn peratins and carry mandatry liability insurance. Claims relating t cntractr activities will be referred t the cntractr and its insurer fr prcessing. We will assist ur custmers in the reslutin f cntractr claims where apprpriate. 6. Claimants are required t furnish, upn request, riginal repair bills r repair estimates as supprting prf f damages and lsses alleged. Requests fr such prf shall nt be cnstrued as an agreement t pay a claim. 7. Yu may wish t cntact yur insurance carrier prir t submitting yur claim t us, as yur insurance cverage may prvide cmpensatin fr the replacement cst f damaged items. If a claim is cnsidered, we will generally pay reasnable market value fr the prperty at the time it was damaged, r the depreciated cst, whichever is less. 8. Mtrs and sphisticated electrnic equipment need prtectin frm pwer irregularities. It s the wner s respnsibility t have adequate prtectin against vltage fluctuatins. 37 BC Hydr Custmer Service Infrmatin
Appendix A: Cntact list Relatinship Manager Key Cntact Key Cntact Key Cntact Key Cntact Key Cntact Fr band accunt supprt please call 1 866 266 6366 r email businessaccuntservices@bchydr.cm Fr individual custmer supprt, including: Billing Payments Tax exemptins Claims please cntact Custmer Service at 1 800 BCHYDRO (1 800 224 9376) Fr new services, including: New service cnnectins Cnfirming limits f apprach fr high-vltage lines Shrt-term discnnectins fr electrical wrk Extensin requests Attachment requests please cntact the Electric Service Crdinatin Centre at 1 877 520 1355 T identify undergrund pwer lines please cntact BC One Call (Call Befre yu Dig) at 1 800 474 6886 Fr the installatin and repair f: Street Lights Ornamental Lights Traffic Signals please cntact the Flat Rate Centre at 1 877 453 6575 T reprt a pwer utage please cntact 1 888 POWERON (1 888 769 3766) r *49376 n yur mbile phne Fr infrmatin abut ur cnservatin prgrams, please cntact the Energy Cnservatin Business Helpdesk at 1 866 522 4713 See the Energy Savings sectin fr phne numbers fr individual prgrams 38 BC Hydr Custmer Service Infrmatin
Appendix B: Helpful links Fr utages and safety infrmatin: BC Hydr website bchydr.cm/safety-utages.html T identify undergrund pwer lines: Click befre yu dig bcnecall.bc.ca/eticket.php Fr emergency preparatin: Get Prepared (Emergency preparedness) getprepared.ca BC Prvincial emergency planning www2.gv.bc.ca/gv/cntent/safety/emergency-preparedness-respnse-recvery Fr Rate Schedules and Cnditins f Service: The Electric Tariff bchydr.cm/electric_tariff Fr accunt management and custmer service, including the items belw: bchydr.cm/lgin Reprt an utage Set up an accunt Request a new cnnectin View and update accunt infrmatin View bills View detailed, hurly cnsumptin Learn abut payment ptins Reprt a payment Set up an Equal Payment Plan Request an extensin Mve ut T set up a Rental Premise Agreement (if yu are a landlrd): bchydr.cm/rentalprperties T pen, clse r mve multiple accunts bchydr.cm/mving Street light management and repair requests: bchydr.cm/ex/streetlight T attach equipment t ur ples (attachment requests): bchydr.cm/attachtbchydr T save mney and reduce yur bill, r learn abut ur cnservatin prgrams and ffers: bchydr.cm/pwersmart T submit a claim bchydr.cm/claims 39 BC Hydr Custmer Service Infrmatin
T learn abut extensin fee assistance fr hmes and farms: bchydr.cm/extensins T btain a Certificate f Exemptin as a Farmer: sbr.gv.bc.ca/dcuments_library/frms/0458fill.pdf Fr help hiring a cnsultant, cntractr r getting a permit: BC Safety Authrity safetyauthrity.ca/frm/electrical-cntractr-authrizatin-declaratin-cmpliance-electricalinspectin Pwer Smart Alliance bchydr.cm/alliance 40 BC Hydr Custmer Service Infrmatin