6/26/24, 6:50 AM What you should know as a BC Hydro customer

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Home › Accounts › Billing & payments › What you should know as a BC Hydro customer
BILLING & PAYMENTS

What you should know as a BC Hydro Track and manage your

customer electricity use

We do our best to make it easy for you to do business with us. Here are some key things we think you should Get to know your bill

know as a BC Hydro customer:

Ways to pay your bill
Moving or setting up an account
Electricity rates Late payment and
Security deposits disconnection
Paying your bill
What you should know as a
Late payments and disconnections
BC Hydro customer
Closing your account
ਸਾਡੇ ਗਾਹਕਾਂ ਲਈ ਕਸਟਮਰ ਸਰਿਵਸ ਦੇ
Meter reading
ਨਿਯਮ
Equipment on your property
Disconnecting or suspending your service
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BC Hydro

用戶須知的用戶服務規則
Disclaimer 
用户须知的用户服务规则
B.C. electricity affordability
credit
When you set up or move your account
To avoid a disruption in electricity service, set up an account before you move into your property. We Customer service
disconnect electricity when no one applies for service at a property after the previous account holder moves out. rules for all our
You can only set up accounts in your own name (or the complete legal name of your business for opening a
customers
business account), and you'll need to provide us with proper identification and reference documentation.

Learn more about opening a new account or requesting a new electrical connection to be installed on your
中文 (简体)
property. 中文 (繁体)
You're responsible for paying for the electricity used at any property that's in your possession. This applies
한국어
ਪੰਜਾਬੀ
even if a service agreement hasn't been signed or you aren't the one using the electricity at the property. Some
examples when this might occur include:

You move into a home but don't open an account until after you've been living there for several days. In this
case, you'd still be responsible for paying for the electricity used at the property since you moved in.
You own or manage a rental property that's vacant, but some electricity is still being used (e.g. for heating or
refrigeration systems). In this case, you would be responsible for paying for the electricity used.

If you have an outstanding balance from a previously closed account, the amount due will be transferred to your
new account.

Please note that you need to be at least 19 years old to open an account with BC Hydro in your name.

Electricity rates
Feedback

The rate we'll use for your account is based on how you use electricity. Property type, intended use of electricity at
your property, and how much you use are factors that may be used to determine your rate.

If you live in a residence and use electricity strictly for residential purposes, you'll be put on a residential rate.
If you live in a residence and have a home-based business, you may be put on a business rate.

Learn more about our rates.

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6/26/24, 6:50 AM What you should know as a BC Hydro customer
When you contact us to set up an account, you'll need to tell us how you'll be using electricity at your property so
we can select the most appropriate rate for your account. Understanding your rate can help you better manage
your electricity costs and avoid unnecessary charges.

Change in electricity use 

Standard charges 

Taxes and your bill 

There are some taxes and levies on your BC Hydro bill:

5% Goods and Services Tax (GST)

GST on electricity charges is payable by all customers with the exception of certain First Nations customers.

Provincial Sales Tax (PST)

A PST exemption on electricity charges is automatically available for residential customers.

For business customers, electricity charges are no longer subject to PST effective April 1, 2019.

Regional transit levy

The regional transit levy is established through the Power Levy Bylaw and applied to all residential accounts in
TransLink's service region in the Metro Vancouver area. Learn more about the Power Levy Bylaw.

First Nations customers

Some First Nations customers may be eligible for a GST exemption.

Residential customers who live on a reserve and who have a Certificate of Indian Status Card.
First Nations Bands, Tribal Councils or Band Empowered Entities receiving service on a reserve and have a
Certificate of Exemption.

We're required to collect GST if the First Nations has implemented First Nations GST on their reserve lands.

To ensure the correct taxes are being charged, please give us a call at 1 800 BCHYDRO (1 800 224 9376) to
review your account.

Do you own a business that's operated in your home? 

Security deposits
Security deposits are one way to limit the losses and costs that are incurred when customers don't pay their bills.
As a new customer or a customer who has not maintained a good payment history, you may be charged a security
deposit.

Customers who have their bills paid directly by the Province of BC Ministry of Social Development and Social
Innovation (MSDSI) are not required to provide a security deposit.

How we calculate the deposit amount

We calculate the deposit amount based on historical electricity usage at the property and how often you receive a
bill.

BILL FREQUENCY SECURITY DEPOSIT

Security deposit amount is up to three times (3X) the

Bi-monthly estimated average monthly amount based on actual
electricity usage

Security deposit amount is up to two times (2X) the

Monthly estimated average monthly bill based on actual
electricity usage
Feedback

You'll receive interest for your security deposit, credited to your account on each bill. Interest income is reportable
on your tax return to the Canada Revenue Agency. We'll send you a T5 at the end of February if the interest
credited to your account is more than $50.

How to pay a security deposit

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6/26/24, 6:50 AM What you should know as a BC Hydro customer
The security deposit will be included on your first bill and is due on that bill's due date. There are several ways to
pay.

Waive or reverse a security deposit

There are a few alternatives that may allow you to waive the security deposit requirement:

Credit bureau report – Give us permission to obtain a credit bureau report to verify creditworthiness. We may
waive your security deposit if your credit report shows a good credit history.
Reference letter – Provide a copy of a credit reference letter from another utility (electric, gas, telephone,
cellular, or cable) that confirms you've made on-time bill payments for 12 consecutive months.
Account guarantoree – If you're a residential customer, you can have another BC Hydro customer guarantee
the account.

An account guarantor must be an existing BC Hydro residential customer with at least two years of good payment
history.

Here's what you should know as account guarantor:

You'll be liable for up to three times the expected monthly average bill, equivalent to the security deposit
amount for each account guaranteed.
You may be subject to a credit check as part of the application process.
You'll pay the amount up to the security deposit amount in the event there is an outstanding balance after the
account is terminated.

Account guarantee form [PDF 60 KB].

To submit the reference letter or the account guarantee form, email us with "credit reference letter" or "account
guarantee" in the subject line and attach the document. Please include your account number and service address
in the email.

Security deposit refund

Your security deposit will be returned to you as a bill credit on your account after two years of on-time bill
payments. If you cancel your electrical service before your security deposit is returned to you, the deposit will be
applied to your final bill.

Paying your bill

Payment for the full amount of your bill is required within 21 days of the billing date. An outstanding balance after
the due date may be subject to Late Payment Charges. This applies even if the amount owing is based on an
estimated meter reading, for non-energy charges or for security deposits.

Learn more about ways to pay your bill.

Equal payment plan 

Can't pay your bill right now? 

Late payments and disconnections

Late payment charges
The full amount owing on your bill is due 21 days after the billing date.

If your unpaid balance is over $30, a late payment charge of 1.5% per month (19.56% per year) of your entire
outstanding balance will be added to your account. To allow for payment processing time, the late payment charge
isn't assessed until 30 days after the bill date.

When customers don't pay their bills on time, we incur additional costs for items like payment notifications, carrying
costs for delayed revenue and collection action. Late payment charges help us recover some of these costs.

Disconnections for non-payment 

Disconnections for other reasons 

Feedback

Closing your account

If you're moving and no longer require electricity service, we need at least 24 hours' notice to close your account.

You are responsible for the payment of any amounts associated with your account up until this notice expires. This
includes any electricity used in the 24 hours from when you contact us as well as any costs related to damaged or

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6/26/24, 6:50 AM What you should know as a BC Hydro customer
lost wires, meter(s) or other types of our equipment.

Re-applying for service at the same location within 12 months 

Property managers and landlords 

Outstanding credit on a closed account 

Meter reading
Most of our meters send your electricity use information back to us automatically, three times a day.

A small number of standard meters are still being read manually. In addition, customers who have opted-in to the
Meter Choices Program (radio-off and legacy meters) also have the meters read manually every two months.

Please ensure we have safe and unobstructed access to our meters and equipment.

Estimated meter reads

If we're unable to read your meter, an estimate may be used for billing. A message – "your bill shows an estimate"
will appear on the bill. Once we're able to read your meter, an adjustment will be made on your account to reflect
the actual electricity use.

Learn more about electricity meters.

Equipment on your property

The owner of a property is responsible for providing proper wiring and fittings that meet the electrical code or
municipal bylaws so that we can provide electricity service.

The owner of the property is responsible for providing and maintaining the following:

Through-bolted clevis with insulator

Weather head (also known as gooseneck)
Conduit (also known as house pipe, service mast)
Meter base
All wiring inside your property

We own and are responsible for the following electrical equipment:

Electricity meters
Power poles belonging to BC Hydro
Wires
Cables

Safe and unobstructed access to our meters and equipment is required for us to maintain your service.

All equipment belonging to us remains property of BC Hydro even if it's on your property, and can't be moved or
removed without our written permission.

Electricity can be extremely dangerous. To ensure your safety and the safety of the public and our employees,
please don't attempt to work on our equipment. This includes the removal of trees or objects that have fallen or are
growing near wires or poles. Connections and disconnections from our system must only be made by our crews
and contractors. Contact us if work needs to be done on or near the equipment serving your property.

Learn more about electrical connections.

Our liability and right to disconnect or temporarily

suspend your service
We work hard to provide you with regular and uninterrupted service but we don't guarantee a constant supply of
electricity, or the maintenance of frequency or voltage. Because of this, we can't be held responsible, or liable for
any loss, injury, damage or expense, including loss of profit, loss of revenues or other economic loss, caused by
Feedback

an interruption or defect in the supply of electricity.

We may suspend or terminate your service at any time to prevent theft or fraud, protect our property or to protect
our service to other customers. We may also disconnect you if you fail to comply with the terms of our service
agreement, or if we're ordered by a government authority to suspend or terminate your service.

Electrical service may be temporarily suspended for safety reasons, to make repairs or improvements to our
system, or in the event of fire, flood or other emergency. Whenever practical we'll provide notice of such
suspension and will restore service as soon as possible.

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6/26/24, 6:50 AM What you should know as a BC Hydro customer

Complaints
If you have any dispute about the service we're providing you, please contact us so that we can make every effort
to resolve your complaint.

We are regulated by the British Columbia Utilities Commission (BCUC) and under the Utilities Commission Act the
BCUC's responsibilities include ensuring that customers receive safe, reliable and non-discriminatory energy
services at fair rates from the utilities it regulates. If we have not resolved your complaint to your satisfaction, you
have the right to submit a complaint to the BCUC.

The Office of the Ombudsperson is an independent office that investigates whether provincial public authorities,
including BC Hydro, are acting fairly and reasonably. If you believe we've treated you in an unfair manner, you
have the option of submitting a complaint.

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