EU24 Actions to Address Barriers to Accessing BC Hydro & Safely Using Electricity
BC Hydro offers a number of ways for customers to get access to inforamtion and to safety use electricity, so of which include:
- The Customer Care Interactive Voice Response (IVR) provides upfront the options of English, French, Mandarin, Cantonese, Korean, Punjabi for automated services within IVR. The options within the IVR are limited for all languages except English. The Trouble and Power Smart IVR only offer English.
- Customer Service Reps have the use of Cantalk which provides translating services for a multitude of different languages, and can offer large print invoices for visual impairment.
- Hearing impaired customers are managed externally by Telus contacting the care centre.
- A project is currently underway to implement Braille billing and scheduled to be implemented. BC Hydro is contacting Access for Sight Impaired Consumers (ASIC) to confirm if any of their members want a Braille bill. If so, they are advising them to contact BC Hydro. The customer will be registered for Your Account (by the Call Centre agent) so that their invoices are available in PDF form. The paper bill will be outsourced to the Revenue Cycle Operations (RCO) Support team for them to send the bill in PDF format electronically to Terra Reproductions to be converted to a Braille bill.
Last Modified: Mar 25, 2010
