OUR RESPONSE TO THE COVID-19 PANDEMIC
WE’RE HERE FOR YOU.
As we navigate the challenges of the COVID-19 pandemic, the health and safety of our customers, communities and our people is what we care about most.
ATCO has been closely monitoring the developments associated COVID-19, and in early February, 2020, we activated our Pandemic Response Plan. Since then our teams across the globe have been preparing for and responding to this rapidly changing situation. To ensure the health of our employees, and to sustain operations through the pandemic, we have implemented several enhanced protocols, including:
- Travel restrictions (specific to Yukon, this includes adjusted meter reading schedules in some communities)
- Enhanced workplace hygiene practices
- Limiting visitor and public access to our facilities
- Alternative work options for employees where possible (i.e. telecommuting)
- Cancelling or postponing large events and employee gatherings
As a provider of essential services around the world, we are determined to continue delivering the reliable service you need. To ensure our employees go home safely each day and to protect those in the communities we serve, our people who have direct interactions with customers will be practicing responsible social distancing and, in some instances, may wear enhanced personal protective equipment if needed.
We’re committed to doing our part to limit the spread of COVID-19 by following the guidance of local health authorities and governments where we operate. We continue to actively monitor the situation and will act accordingly as new information becomes available. We will provide updates on our website regularly, and will share new and relevant information through our social media channels.
To our customers around the world, please stay safe—we look forward to lending you our support through this challenging time.
September 28, 2020
For our customers in Yukon Territory, we have worked closely with Yukon Energy Corporation and below is our commitment to customers in the territory.
On August 1, 2020, Yukon entered Phase 3 – “the new normal” – of its COVID-19 recovery plan. As Yukoners continue to adapt to this new normal, we understand that sometimes customers can forget to make a payment on their electricity bill.
To help alert customers of bill payments that are past due, ATCO Electric Yukon and Yukon Energy will start transitioning back to our normal billing and collections processes on September 30, 2020.
What does this mean for customers?
If you’ve paid your bill in full:
- Thank you, we appreciate your payment. Nothing in how we interact with you changes.
If your account has an amount owing that is past due:
1. We will continue to try to reach you by phone and email to process a payment or to make a payment arrangement that works for you.
2. You’ll receive a pink Reminder Letter or Pending Disconnection Notice in the mail letting you know that your account is past due. The notice will also let you know if your electricity service is at risk of being interrupted if a payment or payment arrangement is not made.
Please call us right away to speak to one of our Customer Service Advisors who can help you make a payment on your account or to set-up a payment arrangement that works best for you.
3. If we haven’t received a payment on your account, haven’t heard from you to make a payment arrangement, or if you’ve broken a previously-made payment arrangement without contacting us first, your electricity service will be interrupted until a payment is made.
Interrupting your electricity service is always the last course of action we’ll take to collect the amount owing on your overdue account. Please call us if you are unable to make a payment on your account. We’re happy to work with you to better understand your unique circumstances and to make payment arrangements that work best for you.
Our winter disconnection guidelines:
ATCO Electric Yukon and Yukon Energy postpone disconnections for non-payment when temperatures in a specific community reach below -15C with wind-chill. Disconnections for non-payment start again when temperatures rise above -15C.