May 31, 2023
For Immediate Release
SYNERGY NORTH Assurance Voluntary Compliance
Thunder Bay, ON – SYNERGY NORTH discovered a billing error earlier this year concerning its rate orders related to mischarging customers due to a billing system error. The Ontario Energy Board (OEB) was notified of this error by SYNERGY NORTH and has been informed of the measures taken to correct it.
It was found that our billing system miscalculated a small, fixed portion of a subset of bills. This error effects approximately 47,000 individual invoices over the last several years. Many of those affected by the billing system error are no longer customers of Synergy North.
SYNERGY NORTH has made the necessary corrections to ensure the billing system is now correctly applying all approved fixed monthly charges moving forward and is complying with the stipulations from the OEB Assurance Voluntary Compliance.
To remedy the error, Synergy North will contribute $20,276 to the Low-income Energy Assistance Program (LEAP) to help customers in need in its service territory. This amount is equivalent to four years of overcharges and about $0.36 per residential customer.
For more information on customer billing or this billing error, please contact our customer service department at 807-343-1111 or toll free at 1-833-428-1451.
For More Information –
Lesley Racco, Public Relations & Communications
SYNERGY NORTH (807) 620-1977