PUC to pay $45,000 for improper disconnections, notices

PUC Distribution will refund 178 people who it improperly charged reconnection fees and pay $45,000 in fines and donations after a finding by the Ontario Energy Board. 

The board says PUC sent out disconnection notices that were based on an incorrect calculation of the earliest date disconnection is allowed under OEB rules, meaning those customers weren't given proper notice of disconnection. 

PUC sent out disconnection notices to 3,656 customers between May 1, 2019 and Nov. 14, 2019. OEB said in a news release that 303 customers actually had their power cut off and 178 were charged reconnection fees. 

OEB says PUC also failed to tell the customers about the availability of its arrears payment agreement.

“Utilities must give customers proper notice before disconnection and ensure that their disconnection notices contain the information required by the OEB. That way, customers know by when they must make payment to avoid disconnection, and that there are payment options that may be available to help them avoid disconnection," said Brian Hewson, OEB's vice-president of consumer protection and industry performance. "With the actions we have taken, as well as the assurance from PUC Distribution that it is aware of its obligations related to disconnection and that it takes those obligations seriously, customers will be better protected.”

PUC has formally agreed to take measures to rectify the situation. Letters will be sent to the affected customers and PUC will pay a $20,000 fine, as well as $25,000 to a local social agency that runs the Low-Income Energy Assistance Program.