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Clerical error believed cause of power disconnect

A mix-up over a utility bill shows the need for Central Albertans to be aware of what they can do to get it resolved quickly, says the public works manager with Direct Energy.

A mix-up over a utility bill shows the need for Central Albertans to be aware of what they can do to get it resolved quickly, says the public works manager with Direct Energy.

Crystal Jongeward said energy retail providers often work closely with each other. She was speaking in response to a complaint by Red Deer resident Cody Autet, who moved into a four-plex in Clearview a few months ago and at that time, he signed up with Enmax for heat and power. When the heat was recently turned off, he tried to find out what the problem was.

He called Enmax and was told Direct Energy, a competitor, had taken over the site and if he wanted his power back on, he had to call up gas provider ATCO and be charged. After six days, his heat was turned back on.

Jongeward said Direct Energy investigated and found out that Autet had been signed away by an unknown third-party retailer, probably through a simple mistake such as writing down the wrong address.

This would have happened without the knowledge of his service provider, Enmax, Jongeward said.

“It appears the third party discovered their error and, as per protocol, contacted the default regulated rate provider — Direct Energy — to have the address disconnected,” she said.

Jongeward advised of a consumer site that can help people in these types of situations. It is online at http://www.ucahelps.alberta.ca/contact-us.aspx.

This site describes the services of a utility consumer advocate, who residents can access if they have contacted their utility company to discuss a billing or service concern. If things have not been resolved, then can get information on how to proceed.

They can also seek the advocate for information on an Alberta Utilities Commission regulatory hearing or possible representation at a regulatory hearing.

People can also get data about Alberta’s restructured utilities market, as well as the rights and responsibilities as a consumer.

ltester@www.reddeeradvocate.com