Terms and conditions for our customers

What you should know as our customer

We do our best to make it easy for you to do business with us. Here are some key things you should know as a BC Hydro customer:

Setting up an account

Setting up an account can only be done in your name and you’ll need to provide us with documentation and reference information in order for us to confirm your identity.

You’re responsible for paying for the electricity used at any property that’s in your possession. This applies even if a service agreement hasn’t been signed or you aren’t the one using the electricity at the property.

Some common examples of this 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 that has been used at the property since the date you moved in.
  • You own, rent or lease a property that is vacant but real estate agents or construction workers have access to the property. In this case, you’d be responsible for paying for the electricity they use. 

Closing your account

We need at least 24 hour notice if you wish to close your account.

You’re responsible for the payment of any amounts associated with your account until after this notice expires. This includes any electricity used in the 24 hours from when you call us as well as any costs related to damaged or lost wires, meter(s) or other types of our equipment.

Paying your bill

Payment for the full amount of your bill is required within 21 days of the invoice date. This applies even if your bill is based on an estimated reading, for non-energy charges and security deposits.

If you’re unable to pay your bill or can only make a partial payment, please call us at 1 800 BC HYDRO (1 800 224 9376) and we can look into other payment arrangements.

Selecting a rate

Familiarize yourself with our rates. If you’re a business, industrial or agricultural customer, we can provide you with information about which rates may be best suited to you based on your property type and usage.

If there are changes at your property, the rate that is best suited to you may change as well. To confirm that your rate is still correct, contact us when any of the following takes place:

  • You complete a construction project or major renovation
  • You change the function or zoning of your property
  • You start a home-based business or farm.

If notification in a timely manner is not provided, you’re responsible for any additional charges that may be incurred. In this situation, overpaid amounts are not eligible for refund.

Equipment on your property

In order for us to provide electricity service to a property, the owner of the property is responsible for providing proper wiring and fittings that are in accordance with the electrical code or civic by-law.

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

  • Emily knob (also known as the anchor, clevis, house knob)
  • Weatherhead (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
  • Wires
  • Cables

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.

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

Electricity is dangerous; leave the work to us

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.

Please call 1 800 BCHYDRO (1 800 224 9376) if work needs to be done on or near the equipment serving your property.

Our liability and right to disconnect you

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 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 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.

Disclaimer

We serve our customers solely in accordance with the Electric Tariff, including the Terms and Conditions and Rate Schedules. Items listed in this document are highlights of your obligations as our customer in order to receive service from us. Our intent is to provide you with important information to help you manage your account and service.

This document does not contain the full scope of your rights and responsibilities, and in any case where there may be a conflicting interpretation of this document with the Electric Tariff, the Tariff shall prevail.

For a full description of the conditions of your service with BC Hydro, please read the Electric Tariff.