October 8, 2002

Our Opinion - Utilities need a watchdog

Now here's an idea, one most consumers would welcome. The Alberta Energy and Utilities Board is recommending a single, more powerful watchdog for the electrical industry.

In a study of complaint-handling procedures, the EUB noted there are six separate bodies, including the courts, that can handle a customer's complaint but none may have the power necessary to resolve it.

It suggests a new watchdog, similar to an ombudsman with the powers to investigate and enforce, be created to handle complaints.

The EUB's thinking is in line with that of a provincial task force which has been studying the aftermath of electrical deregulation.

That task force also recommends that complaint handling by electrical suppliers must improve.

It warns public frustration with electrical bills could boil over, especially after the regulated rate option for commercial customers expires at the end of 2003.

Lethbridge city council has had its share of frustrations in dealing with its default supplier, Calgary-owned Enmax, in clearing up billing errors, especially for large industrial customers. Despite repeated pledges, the errors have not yet been satisfactorily resolved.

The EUB suggests a remedy for that kind of situation. It urges a performance standard for suppliers, standards which, if not met, could be subject to penalties to be paid to customers. That would be a powerful incentive to get things right and keep them right.

Many Albertans are still wondering what hit them in the first stage of deregulation last year which saw power bills skyrocket during a continent-wide power shortage. Add to that various rate riders, billing charges and so on, and what had been relatively stable electrical rates for decades suddenly takes a mathematical whiz to figure out how much is going where for what.

We may be destined to pay higher power bills in the future but understanding why they are that way and having someone to turn to set things right when a mistake is made is absolutely crucial, too.

Provincial cabinet was to get a report on the both the taskforce and EUB regulations Monday. We hope it heard what both bodies are saying.

Copyright 2002 The Lethbridge Herald