October 2026 Customer Billing Update

Independent Audit of Customer Billing  The independent audit of electricity customer billing remains underway. The audit was commissioned by ATCO and is being conducted by MNP LLP, an external firm that selects the customer accounts to be tested, carries out the review, and will issue its findings under its own name. The review is examining:  All accounts at a macro level to understand whether the system calculated and charged the right amount for power.  A sample of accounts throughout the Yukon to understand whether individual bills were calculated accurately, in line with approved rates and terms of service.  The findings will be made public once the review is complete. We will continue to provide updates as the work progresses and use the results to help inform ongoing efforts to improve billing accuracy and reliability.  Meter Reads and Customer Support  Most customers receive bills based on actual meter readings. Estimates may still be necessary when a meter cannot be accessed to obtain a reading. In these situations, customers receive a bill based on an estimated amount of electricity use.   We continue to work on improving how the billing system calculates estimates and to respond to customer concerns related to estimated bills and billing adjustments needed the next time an actual meter read is collected.  We recognize that a higher-than-expected bill can be stressful. We have added another staff member to strengthen our Customer Service team and help improve response times. Our goal is to ensure bills are accurate and timely, and that customer questions and concerns are investigated and addressed as quickly as possible.  If you have questions about your account or bill, or concerns about being able to pay your bill in full, please get in touch with our Customer Service team at billing@yec.yk.ca or (867) 993-5565.  If you reach our voicemail, please leave a detailed message with your contact information and the reason for your call. Voicemails are added to our callback list and returned in the order they are received.  What Customers Can Do?  As we move into another winter, there are several ways customers can help support accurate billing and avoid unexpected adjustments wherever possible.   Make your meter accessible. Keep access routes clear. This helps our meter reader safely obtain an actual reading whenever possible.  Keep your account information current. Advise us when your contact details change so we can reach you when needed.  Plan for seasonal electricity use. Electricity consumption can change considerably during the winter, particularly when heating demand increases. Keep seasonal changes in mind when planning for your electricity costs.  Look for ways to conserve energy. Use timers for thermostats and block heaters to help manage electricity use. Limit the use of space heaters where possible and consider other ways to reduce energy consumption during the winter months.  Have questions about your bill? Contact Yukon Energy or ATCO Electric Yukon, depending on your electricity provider.  Rebuilding confidence  We know that rebuilding confidence takes consistent action, clear communication, and accountability. We remain focused on addressing the underlying issues contributing to billing challenges and resolving individual issues as they arise.  Last week, Yukon Energy staff visited Dawson City to provide customers with in-person billing support. We continue to visit the communities we directly serve on a rotating basis to ensure customers have access to in-person assistance when needed.  We will continue to provide regular updates as we address billing system issues, improve billing processes, and work toward a more accurate, timely and reliable billing experience for customers.   You can read our September update here.