As The City of Calgary's water billing service provider, ENMAX reads the meters and provides billing and customer care services to The City's water customers. Delivering accurate billing and proactive, customer-focused service is a responsibility we take to heart. We provide billing services for over 350,000 customers monthly, and even one customer who experiences stress due to an unexpected high bill is something we work very hard to avoid.
When customers receive unexpectedly high water bills, we take these circumstances seriously. In our continuing efforts to deliver proactive service, we enhanced our monitoring process in 2016 to look for unusually high usage and in those cases, we take the step of reaching out proactively to these customers before the bill is sent out. We work with them on identifying a cause and on steps they might take to fix it. Each of these situations are unique, and as such, we work closely with The City of Calgary and customers to find a resolution to each circumstance.
In the very rare cases where usage increases unexpectedly and a cause is still not apparent after discussions with the customer, we move to a more extensive investigation where we further review the meter readings and billing. We also work with The City of Calgary by providing notice of customer accounts where meter inspection and testing by The City can be undertaken to ensure accuracy.
I understand that receiving a high bill can be difficult which is why we continue to be committed to working together with The City of Calgary to support customers and deliver accurate, reliable billing.
If you've had an unexpectedly high bill, our customer service team is available to work with you. Please call our Customer Care Centre at 310-2010.
Gianna Manes
President & CEO