Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Arrears Payment Agreements amount of down-payment required before entering agreement 8 29 37 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Arrears Payment Agreements application of late payment charges 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Arrears Payment Agreements cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Arrears Payment Agreements length of agreement offered 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Arrears Payment Agreements not making agreement available 36 301 337 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Arrears Payment Agreements other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Bill Issuance & Payment credit balance refund 1 25 26 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Bill Issuance & Payment date payment received (for customers not on automatic payment plans) 0 74 74 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Bill Issuance & Payment due date of bill 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Bill Issuance & Payment other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Bill Issuance & Payment payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 100 100 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Billing Adjustments over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Billing Adjustments under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 2 152 154 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Disconnection & Reconnection procedures distributor not making one final call before disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Disconnection & Reconnection procedures other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Disconnection & Reconnection procedures reconnection (e.g. distributor missed reconnection appointment or no show) 0 4 4 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Disconnection Notices deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Disconnection Notices no notice 0 7 7 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Disconnection Notices notice did not provide adequate information 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Disconnection Notices notice received too soon prior to disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Disconnection Notices other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Equal Billing & Equal Payment Plans customer could not join the plan 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Equal Billing & Equal Payment Plans final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 19 19 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Equal Billing & Equal Payment Plans midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Equal Billing & Equal Payment Plans other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Low-Income Customer Eligibility eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Low-Income Customer Eligibility eligibility for low-income customer service policy 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Low-Income Customer Eligibility other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Opening and Closing of Accounts former owner’s charges being applied to a new owner 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Opening and Closing of Accounts former tenant’s charges applied to new tenant 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Opening and Closing of Accounts other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Opening and Closing of Accounts tenant’s charges applied to landlord without consent 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Security Desposits not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Security Desposits not returned 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Security Desposits not waived (e.g. good credit record not accepted) 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Security Desposits other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Security Desposits unfair amount requested 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Suspension of Disconnection Pending Review adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2015 Suspension of Disconnection Pending Review other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Arrears Payment Agreements amount of down-payment required before entering agreement 3 38 41 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Arrears Payment Agreements application of late payment charges 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Arrears Payment Agreements cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Arrears Payment Agreements length of agreement offered 0 2 2 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Arrears Payment Agreements not making agreement available 0 289 289 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Arrears Payment Agreements other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Bill Issuance & Payment credit balance refund 0 44 44 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Bill Issuance & Payment date payment received (for customers not on automatic payment plans) 0 83 83 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Bill Issuance & Payment due date of bill 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Bill Issuance & Payment other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Bill Issuance & Payment payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 109 109 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Billing Adjustments over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Billing Adjustments under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 85 85 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Disconnection & Reconnection procedures distributor not making one final call before disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Disconnection & Reconnection procedures other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Disconnection & Reconnection procedures reconnection (e.g. distributor missed reconnection appointment or no show) 0 7 7 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Disconnection Notices deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Disconnection Notices no notice 1 5 6 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Disconnection Notices notice did not provide adequate information 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Disconnection Notices notice received too soon prior to disconnection 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Disconnection Notices other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Equal Billing & Equal Payment Plans customer could not join the plan 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Equal Billing & Equal Payment Plans final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 16 16 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Equal Billing & Equal Payment Plans midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 5 5 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Equal Billing & Equal Payment Plans other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Low-Income Customer Eligibility eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 1 7 8 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Low-Income Customer Eligibility eligibility for low-income customer service policy 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Low-Income Customer Eligibility other 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Opening and Closing of Accounts former owner’s charges being applied to a new owner 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Opening and Closing of Accounts former tenant’s charges applied to new tenant 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Opening and Closing of Accounts other 0 2 2 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Opening and Closing of Accounts tenant’s charges applied to landlord without consent 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Security Desposits not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Security Desposits not returned 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Security Desposits not waived (e.g. good credit record not accepted) 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Security Desposits other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Security Desposits unfair amount requested 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Suspension of Disconnection Pending Review adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2016 Suspension of Disconnection Pending Review other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Arrears Payment Agreements amount of down-payment required before entering agreement 2 21 23 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Arrears Payment Agreements application of late payment charges 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Arrears Payment Agreements cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Arrears Payment Agreements length of agreement offered 0 5 5 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Arrears Payment Agreements not making agreement available 0 205 205 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Arrears Payment Agreements other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Bill Issuance & Payment credit balance refund 1 30 31 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Bill Issuance & Payment date payment received (for customers not on automatic payment plans) 0 65 65 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Bill Issuance & Payment due date of bill 0 2 2 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Bill Issuance & Payment other 0 2 2 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Bill Issuance & Payment payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 67 67 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Billing Adjustments over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 2 2 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Billing Adjustments under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 56 56 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Disconnection & Reconnection procedures distributor not making one final call before disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Disconnection & Reconnection procedures other 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Disconnection & Reconnection procedures reconnection (e.g. distributor missed reconnection appointment or no show) 0 4 4 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Disconnection Notices deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Disconnection Notices no notice 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Disconnection Notices notice did not provide adequate information 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Disconnection Notices notice received too soon prior to disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Disconnection Notices other 0 14 14 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Equal Billing & Equal Payment Plans customer could not join the plan 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Equal Billing & Equal Payment Plans final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 1 15 16 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Equal Billing & Equal Payment Plans midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Equal Billing & Equal Payment Plans other 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Low-Income Customer Eligibility eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 3 6 9 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Low-Income Customer Eligibility eligibility for low-income customer service policy 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Low-Income Customer Eligibility other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Opening and Closing of Accounts former owner’s charges being applied to a new owner 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Opening and Closing of Accounts former tenant’s charges applied to new tenant 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Opening and Closing of Accounts other 0 2 2 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Opening and Closing of Accounts tenant’s charges applied to landlord without consent 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Security Desposits not offering to allow the customer to pay over 6 months 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Security Desposits not returned 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Security Desposits not waived (e.g. good credit record not accepted) 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Security Desposits other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Security Desposits unfair amount requested 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Suspension of Disconnection Pending Review adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2017 Suspension of Disconnection Pending Review other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 54 54 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Arrears Payment Agreements Application of late payment charges 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Arrears Payment Agreements Length of agreement offered 0 6 6 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Arrears Payment Agreements Not making agreement available 15 161 176 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Arrears Payment Agreements Other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Bill Issuance & Payment Credit balance refund 2 51 53 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 3 89 92 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Bill Issuance & Payment Due date of bill 0 3 3 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Bill Issuance & Payment Other 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 68 68 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 2 2 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 63 63 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Disconnection & Reconnection procedures Other 0 3 3 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 2 2 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Disconnection Notices No notice 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Disconnection Notices Notice did not provide adequate information 0 9 9 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Disconnection Notices Notice received too soon prior to disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Disconnection Notices Other 0 56 56 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Equal Billing & Equal Payment Plans Customer could not join the plan 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 1 73 74 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 6 6 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Equal Billing & Equal Payment Plans Other 0 23 23 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 3 3 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Low-Income Customer Eligibility Eligibility for low-income customer service policy 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Low-Income Customer Eligibility Other 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Opening and Closing of Accounts Other 0 2 2 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 1 1 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Security Desposits Not returned 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Security Desposits Not waived (e.g. good credit record not accepted) 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Security Desposits Other 1 21 22 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Security Desposits Unfair amount requested 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 Enbridge Gas Inc. Enbridge Gas Distribution Inc. 2018 Suspension of Disconnection Pending Review Other 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 39 39 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Arrears Payment Agreements Application of late payment charges 0 3 3 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 18 18 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Arrears Payment Agreements Length of agreement offered 0 7 7 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Arrears Payment Agreements Not making agreement available 12 171 183 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Arrears Payment Agreements Other 3 77 80 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Bill Issuance & Payment Credit balance refund 2 123 125 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 0 84 84 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Bill Issuance & Payment Due date of bill 0 7 7 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Bill Issuance & Payment Other 3 396 399 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 97 97 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 35 35 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 52 52 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 10 10 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Disconnection & Reconnection procedures Other 6 747 753 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Disconnection Notices No notice 0 5 5 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Disconnection Notices Notice did not provide adequate information 0 9 9 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Disconnection Notices Notice received too soon prior to disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Disconnection Notices Other 0 58 58 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Equal Billing & Equal Payment Plans Customer could not join the plan 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 3 35 38 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 12 12 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Equal Billing & Equal Payment Plans Other 0 68 68 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 1 8 9 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Low-Income Customer Eligibility Eligibility for low-income customer service policy 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Low-Income Customer Eligibility Other 2 0 2 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 3 3 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 4 4 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Opening and Closing of Accounts Other 1 183 184 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 3 3 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Security Desposits Not returned 0 8 8 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Security Desposits Not waived (e.g. good credit record not accepted) 0 37 37 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Security Desposits Other 1 18 19 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Security Desposits Unfair amount requested 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2019 Suspension of Disconnection Pending Review Other 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Arrears Payment Agreements Amount of down-payment required before entering agreement 1 1 2 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Arrears Payment Agreements Application of late payment charges 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 3 3 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Arrears Payment Agreements Length of agreement offered 0 5 5 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Arrears Payment Agreements Not making agreement available 1 1 2 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Arrears Payment Agreements Other 1 125 126 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Bill Issuance & Payment Credit balance refund 1 93 94 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 1 119 120 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Bill Issuance & Payment Due date of bill 0 14 14 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Bill Issuance & Payment Other 8 757 765 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 42 42 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 1 34 35 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 33 33 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Disconnection & Reconnection procedures Other 15 503 518 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Disconnection Notices No notice 0 3 3 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Disconnection Notices Notice did not provide adequate information 0 6 6 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Disconnection Notices Notice received too soon prior to disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Disconnection Notices Other 0 54 54 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Equal Billing & Equal Payment Plans Customer could not join the plan 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 1 24 25 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 21 21 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Equal Billing & Equal Payment Plans Other 0 60 60 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Low-Income Customer Eligibility Eligibility for low-income customer service policy 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Low-Income Customer Eligibility Other 0 14 14 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Opening and Closing of Accounts Other 1 81 82 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 3 3 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Security Desposits Not returned 0 4 4 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Security Desposits Not waived (e.g. good credit record not accepted) 0 3 3 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Security Desposits Other 0 11 11 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Security Desposits Unfair amount requested 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2020 Suspension of Disconnection Pending Review Other 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Arrears Payment Agreements Application of late payment charges 0 14 14 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Arrears Payment Agreements Length of agreement offered 0 3 3 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Arrears Payment Agreements Not making agreement available 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Arrears Payment Agreements Other 3 104 107 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Bill Issuance & Payment Credit balance refund 0 102 102 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 0 20 20 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Bill Issuance & Payment Due date of bill 0 4 4 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Bill Issuance & Payment Other 4 815 819 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 21 21 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 1 613 614 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 26 26 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Disconnection & Reconnection procedures Other 0 100 100 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 11 11 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Disconnection Notices No notice 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Disconnection Notices Notice did not provide adequate information 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Disconnection Notices Notice received too soon prior to disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Disconnection Notices Other 1 66 67 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Equal Billing & Equal Payment Plans Customer could not join the plan 0 5 5 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 1 48 49 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 53 53 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Equal Billing & Equal Payment Plans Other 0 67 67 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Low-Income Customer Eligibility Eligibility for low-income customer service policy 0 3 3 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Low-Income Customer Eligibility Other 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 17 17 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 1 14 15 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Opening and Closing of Accounts Other 0 249 249 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 16 16 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Security Desposits Not returned 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Security Desposits Not waived (e.g. good credit record not accepted) 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Security Desposits Other 0 11 11 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Security Desposits Unfair amount requested 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2021 Suspension of Disconnection Pending Review Other 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Arrears Payment Agreements Application of late payment charges 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Arrears Payment Agreements Length of agreement offered 3 6 9 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Arrears Payment Agreements Not making agreement available 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Arrears Payment Agreements Other 4 29 33 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Bill Issuance & Payment Credit balance refund 0 46 46 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 0 22 22 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Bill Issuance & Payment Due date of bill 0 7 7 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Bill Issuance & Payment Other 2 314 316 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 19 19 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 247 247 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 188 188 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Disconnection & Reconnection procedures Other 2 27 29 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 4 22 26 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Disconnection Notices No notice 1 2 3 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Disconnection Notices Notice did not provide adequate information 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Disconnection Notices Notice received too soon prior to disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Disconnection Notices Other 1 6 7 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Equal Billing & Equal Payment Plans Customer could not join the plan 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 1 61 62 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 29 29 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Equal Billing & Equal Payment Plans Other 3 135 138 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Low-Income Customer Eligibility Eligibility for low-income customer service policy 2 5 7 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Low-Income Customer Eligibility Other 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 24 24 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 21 21 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Opening and Closing of Accounts Other 1 121 122 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 11 11 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Security Desposits Not returned 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Security Desposits Not waived (e.g. good credit record not accepted) 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Security Desposits Other 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Security Desposits Unfair amount requested 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2022 Suspension of Disconnection Pending Review Other 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Arrears Payment Agreements Amount of down-payment required before entering agreement 1 2 3 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Arrears Payment Agreements Application of late payment charges 1 0 1 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Arrears Payment Agreements Length of agreement offered 1 6 7 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Arrears Payment Agreements Not making agreement available 0 8 8 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Arrears Payment Agreements Other 8 44 52 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Bill Issuance & Payment Credit balance refund 0 55 55 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 1 20 21 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Bill Issuance & Payment Due date of bill 1 8 9 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Bill Issuance & Payment Other 3 356 359 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 1 22 23 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 2 366 368 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 221 221 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Disconnection & Reconnection procedures Other 1 5 6 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 5 31 36 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Disconnection Notices No notice 1 4 5 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Disconnection Notices Notice did not provide adequate information 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Disconnection Notices Notice received too soon prior to disconnection 1 0 1 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Disconnection Notices Other 5 13 18 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Equal Billing & Equal Payment Plans Customer could not join the plan 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 1 19 20 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 1 19 20 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Equal Billing & Equal Payment Plans Other 0 47 47 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Low-Income Customer Eligibility Eligibility for low-income customer service policy 2 2 4 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Low-Income Customer Eligibility Other 1 1 2 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 4 4 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Opening and Closing of Accounts Other 0 15 15 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Security Desposits Not returned 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Security Desposits Not waived (e.g. good credit record not accepted) 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Security Desposits Other 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Security Desposits Unfair amount requested 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2023 Suspension of Disconnection Pending Review Other 2 3 5 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Arrears Payment Agreements Application of late payment charges 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 7 7 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Arrears Payment Agreements Length of agreement offered 2 8 10 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Arrears Payment Agreements Not making agreement available 9 56 65 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Arrears Payment Agreements Other 6 68 74 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Bill Issuance & Payment Credit balance refund 2 160 162 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 3 41 44 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Bill Issuance & Payment Due date of bill 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Bill Issuance & Payment Other 11 378 389 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 7 306 313 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 168 168 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Disconnection & Reconnection procedures Other 0 7 7 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 8 228 236 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Disconnection Notices Deposit not considered before issuing disconnection notice 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Disconnection Notices No notice 1 4 5 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Disconnection Notices Notice did not provide adequate information 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Disconnection Notices Notice received too soon prior to disconnection 2 1 3 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Disconnection Notices Other 6 12 18 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Equal Billing & Equal Payment Plans Customer could not join the plan 0 4 4 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 9 9 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 4 4 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Equal Billing & Equal Payment Plans Other 0 37 37 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 1 6 7 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Low-Income Customer Eligibility Eligibility for low-income customer service policy 1 4 5 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Low-Income Customer Eligibility Other 3 3 6 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Opening and Closing of Accounts Other 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Security Desposits Not returned 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Security Desposits Not waived (e.g. good credit record not accepted) 0 3 3 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Security Desposits Other 0 1 1 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Security Desposits Unfair amount requested 0 2 2 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 Enbridge Gas Inc. Enbridge Gas Inc. 2024 Suspension of Disconnection Pending Review Other 0 0 0 Enbridge Gas Inc. Union Gas Limited 2015 Arrears Payment Agreements amount of down-payment required before entering agreement 0 1 1 Enbridge Gas Inc. Union Gas Limited 2015 Arrears Payment Agreements application of late payment charges 0 0 0 Enbridge Gas Inc. Union Gas Limited 2015 Arrears Payment Agreements cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 1 2 3 Enbridge Gas Inc. Union Gas Limited 2015 Arrears Payment Agreements length of agreement offered 0 4 4 Enbridge Gas Inc. Union Gas Limited 2015 Arrears Payment Agreements not making agreement available 1 31 32 Enbridge Gas Inc. Union Gas Limited 2015 Arrears Payment Agreements other 7 85 92 Enbridge Gas Inc. Union Gas Limited 2015 Bill Issuance & Payment credit balance refund 0 35 35 Enbridge Gas Inc. Union Gas Limited 2015 Bill Issuance & Payment date payment received (for customers not on automatic payment plans) 0 11 11 Enbridge Gas Inc. Union Gas Limited 2015 Bill Issuance & Payment due date of bill 0 3 3 Enbridge Gas Inc. Union Gas Limited 2015 Bill Issuance & Payment other 1 322 323 Enbridge Gas Inc. Union Gas Limited 2015 Bill Issuance & Payment payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 44 44 Enbridge Gas Inc. Union Gas Limited 2015 Billing Adjustments over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 15 15 Enbridge Gas Inc. Union Gas Limited 2015 Billing Adjustments under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 4 4 Enbridge Gas Inc. Union Gas Limited 2015 Disconnection & Reconnection procedures distributor not making one final call before disconnection 0 1 1 Enbridge Gas Inc. Union Gas Limited 2015 Disconnection & Reconnection procedures other 8 278 286 Enbridge Gas Inc. Union Gas Limited 2015 Disconnection & Reconnection procedures reconnection (e.g. distributor missed reconnection appointment or no show) 0 1 1 Enbridge Gas Inc. Union Gas Limited 2015 Disconnection Notices deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Union Gas Limited 2015 Disconnection Notices no notice 0 7 7 Enbridge Gas Inc. Union Gas Limited 2015 Disconnection Notices notice did not provide adequate information 0 1 1 Enbridge Gas Inc. Union Gas Limited 2015 Disconnection Notices notice received too soon prior to disconnection 0 2 2 Enbridge Gas Inc. Union Gas Limited 2015 Disconnection Notices other 3 39 42 Enbridge Gas Inc. Union Gas Limited 2015 Equal Billing & Equal Payment Plans customer could not join the plan 0 0 0 Enbridge Gas Inc. Union Gas Limited 2015 Equal Billing & Equal Payment Plans final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 1 1 2 Enbridge Gas Inc. Union Gas Limited 2015 Equal Billing & Equal Payment Plans midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 4 4 Enbridge Gas Inc. Union Gas Limited 2015 Equal Billing & Equal Payment Plans other 0 27 27 Enbridge Gas Inc. Union Gas Limited 2015 Low-Income Customer Eligibility eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 36 131 167 Enbridge Gas Inc. Union Gas Limited 2015 Low-Income Customer Eligibility eligibility for low-income customer service policy 4 4 8 Enbridge Gas Inc. Union Gas Limited 2015 Low-Income Customer Eligibility other 1 8 9 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Disconnection Notices Notice received too soon prior to disconnection 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Disconnection Notices Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Equal Billing & Equal Payment Plans Customer could not join the plan 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Equal Billing & Equal Payment Plans Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Low-Income Customer Eligibility Eligibility for low-income customer service policy 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Low-Income Customer Eligibility Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Opening and Closing of Accounts Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Security Desposits Not offering to allow the customer to pay over 6 months 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Security Desposits Not returned 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Security Desposits Not waived (e.g. good credit record not accepted) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Security Desposits Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Security Desposits Unfair amount requested 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Suspension of Disconnection Pending Review Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Arrears Payment Agreements Application of late payment charges 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Arrears Payment Agreements Length of agreement offered 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Arrears Payment Agreements Not making agreement available 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Arrears Payment Agreements Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Bill Issuance & Payment Credit balance refund 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Bill Issuance & Payment Due date of bill 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Bill Issuance & Payment Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Disconnection & Reconnection procedures Other 0 0 0 Enbridge Gas Inc. Union Gas Limited 2015 Opening and Closing of Accounts former owner’s charges being applied to a new owner 0 0 0 Enbridge Gas Inc. Union Gas Limited 2015 Opening and Closing of Accounts former tenant’s charges applied to new tenant 0 0 0 Enbridge Gas Inc. Union Gas Limited 2015 Opening and Closing of Accounts other 2 117 119 Enbridge Gas Inc. Union Gas Limited 2015 Opening and Closing of Accounts tenant’s charges applied to landlord without consent 0 6 6 Enbridge Gas Inc. Union Gas Limited 2015 Security Desposits not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Union Gas Limited 2015 Security Desposits not returned 0 4 4 Enbridge Gas Inc. Union Gas Limited 2015 Security Desposits not waived (e.g. good credit record not accepted) 0 5 5 Enbridge Gas Inc. Union Gas Limited 2015 Security Desposits other 0 8 8 Enbridge Gas Inc. Union Gas Limited 2015 Security Desposits unfair amount requested 0 5 5 Enbridge Gas Inc. Union Gas Limited 2015 Suspension of Disconnection Pending Review adequacy of period of suspending disconnection pending review of low-income eligibility 1 1 2 Enbridge Gas Inc. Union Gas Limited 2015 Suspension of Disconnection Pending Review other 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Arrears Payment Agreements amount of down-payment required before entering agreement 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Arrears Payment Agreements application of late payment charges 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Arrears Payment Agreements cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Arrears Payment Agreements length of agreement offered 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Arrears Payment Agreements not making agreement available 2 21 23 Enbridge Gas Inc. Union Gas Limited 2016 Arrears Payment Agreements other 5 84 89 Enbridge Gas Inc. Union Gas Limited 2016 Bill Issuance & Payment credit balance refund 1 71 72 Enbridge Gas Inc. Union Gas Limited 2016 Bill Issuance & Payment date payment received (for customers not on automatic payment plans) 1 47 48 Enbridge Gas Inc. Union Gas Limited 2016 Bill Issuance & Payment due date of bill 0 6 6 Enbridge Gas Inc. Union Gas Limited 2016 Bill Issuance & Payment other 2 390 392 Enbridge Gas Inc. Union Gas Limited 2016 Bill Issuance & Payment payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 52 52 Enbridge Gas Inc. Union Gas Limited 2016 Billing Adjustments over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 12 12 Enbridge Gas Inc. Union Gas Limited 2016 Billing Adjustments under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 1 1 Enbridge Gas Inc. Union Gas Limited 2016 Disconnection & Reconnection procedures distributor not making one final call before disconnection 0 2 2 Enbridge Gas Inc. Union Gas Limited 2016 Disconnection & Reconnection procedures other 2 281 283 Enbridge Gas Inc. Union Gas Limited 2016 Disconnection & Reconnection procedures reconnection (e.g. distributor missed reconnection appointment or no show) 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Disconnection Notices deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Disconnection Notices no notice 0 1 1 Enbridge Gas Inc. Union Gas Limited 2016 Disconnection Notices notice did not provide adequate information 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Disconnection Notices notice received too soon prior to disconnection 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Disconnection Notices other 0 21 21 Enbridge Gas Inc. Union Gas Limited 2016 Equal Billing & Equal Payment Plans customer could not join the plan 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Equal Billing & Equal Payment Plans final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 12 12 Enbridge Gas Inc. Union Gas Limited 2016 Equal Billing & Equal Payment Plans midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 1 1 Enbridge Gas Inc. Union Gas Limited 2016 Equal Billing & Equal Payment Plans other 0 39 39 Enbridge Gas Inc. Union Gas Limited 2016 Low-Income Customer Eligibility eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 1 0 1 Enbridge Gas Inc. Union Gas Limited 2016 Low-Income Customer Eligibility eligibility for low-income customer service policy 7 5 12 Enbridge Gas Inc. Union Gas Limited 2016 Low-Income Customer Eligibility other 0 1 1 Enbridge Gas Inc. Union Gas Limited 2016 Opening and Closing of Accounts former owner’s charges being applied to a new owner 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Opening and Closing of Accounts former tenant’s charges applied to new tenant 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Opening and Closing of Accounts other 1 189 190 Enbridge Gas Inc. Union Gas Limited 2016 Opening and Closing of Accounts tenant’s charges applied to landlord without consent 0 9 9 Enbridge Gas Inc. Union Gas Limited 2016 Security Desposits not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Security Desposits not returned 0 10 10 Enbridge Gas Inc. Union Gas Limited 2016 Security Desposits not waived (e.g. good credit record not accepted) 0 12 12 Enbridge Gas Inc. Union Gas Limited 2016 Security Desposits other 0 16 16 Enbridge Gas Inc. Union Gas Limited 2016 Security Desposits unfair amount requested 0 4 4 Enbridge Gas Inc. Union Gas Limited 2016 Suspension of Disconnection Pending Review adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 Enbridge Gas Inc. Union Gas Limited 2016 Suspension of Disconnection Pending Review other 0 0 0 Enbridge Gas Inc. Union Gas Limited 2017 Arrears Payment Agreements amount of down-payment required before entering agreement 0 0 0 Enbridge Gas Inc. Union Gas Limited 2017 Arrears Payment Agreements application of late payment charges 0 0 0 Enbridge Gas Inc. Union Gas Limited 2017 Arrears Payment Agreements cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 1 1 Enbridge Gas Inc. Union Gas Limited 2017 Arrears Payment Agreements length of agreement offered 0 3 3 Enbridge Gas Inc. Union Gas Limited 2017 Arrears Payment Agreements not making agreement available 1 35 36 Enbridge Gas Inc. Union Gas Limited 2017 Arrears Payment Agreements other 5 102 107 Enbridge Gas Inc. Union Gas Limited 2017 Bill Issuance & Payment credit balance refund 0 37 37 Enbridge Gas Inc. Union Gas Limited 2017 Bill Issuance & Payment date payment received (for customers not on automatic payment plans) 0 18 18 Enbridge Gas Inc. Union Gas Limited 2017 Bill Issuance & Payment due date of bill 0 7 7 Enbridge Gas Inc. Union Gas Limited 2017 Bill Issuance & Payment other 2 252 254 Enbridge Gas Inc. Union Gas Limited 2017 Bill Issuance & Payment payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 46 46 Enbridge Gas Inc. Union Gas Limited 2017 Billing Adjustments over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 19 19 Enbridge Gas Inc. Union Gas Limited 2017 Billing Adjustments under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 4 4 Enbridge Gas Inc. Union Gas Limited 2017 Disconnection & Reconnection procedures distributor not making one final call before disconnection 0 2 2 Enbridge Gas Inc. Union Gas Limited 2017 Disconnection & Reconnection procedures other 16 386 402 Enbridge Gas Inc. Union Gas Limited 2017 Disconnection & Reconnection procedures reconnection (e.g. distributor missed reconnection appointment or no show) 0 3 3 Enbridge Gas Inc. Union Gas Limited 2017 Disconnection Notices deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Union Gas Limited 2017 Disconnection Notices no notice 1 7 8 Enbridge Gas Inc. Union Gas Limited 2017 Disconnection Notices notice did not provide adequate information 0 3 3 Enbridge Gas Inc. Union Gas Limited 2017 Disconnection Notices notice received too soon prior to disconnection 0 0 0 Enbridge Gas Inc. Union Gas Limited 2017 Disconnection Notices other 0 30 30 Enbridge Gas Inc. Union Gas Limited 2017 Equal Billing & Equal Payment Plans customer could not join the plan 0 0 0 Enbridge Gas Inc. Union Gas Limited 2017 Equal Billing & Equal Payment Plans final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 1 6 7 Enbridge Gas Inc. Union Gas Limited 2017 Equal Billing & Equal Payment Plans midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 8 8 Enbridge Gas Inc. Union Gas Limited 2017 Equal Billing & Equal Payment Plans other 0 52 52 Enbridge Gas Inc. Union Gas Limited 2017 Low-Income Customer Eligibility eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 Enbridge Gas Inc. Union Gas Limited 2017 Low-Income Customer Eligibility eligibility for low-income customer service policy 5 1 6 Enbridge Gas Inc. Union Gas Limited 2017 Low-Income Customer Eligibility other 0 2 2 Enbridge Gas Inc. Union Gas Limited 2017 Opening and Closing of Accounts former owner’s charges being applied to a new owner 0 4 4 Enbridge Gas Inc. Union Gas Limited 2017 Opening and Closing of Accounts former tenant’s charges applied to new tenant 0 0 0 Enbridge Gas Inc. Union Gas Limited 2017 Opening and Closing of Accounts other 0 124 124 Enbridge Gas Inc. Union Gas Limited 2017 Opening and Closing of Accounts tenant’s charges applied to landlord without consent 0 8 8 Enbridge Gas Inc. Union Gas Limited 2017 Security Desposits not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Union Gas Limited 2017 Security Desposits not returned 0 8 8 Enbridge Gas Inc. Union Gas Limited 2017 Security Desposits not waived (e.g. good credit record not accepted) 0 15 15 Enbridge Gas Inc. Union Gas Limited 2017 Security Desposits other 1 11 12 Enbridge Gas Inc. Union Gas Limited 2017 Security Desposits unfair amount requested 0 0 0 Enbridge Gas Inc. Union Gas Limited 2017 Suspension of Disconnection Pending Review adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 Enbridge Gas Inc. Union Gas Limited 2017 Suspension of Disconnection Pending Review other 0 0 0 Enbridge Gas Inc. Union Gas Limited 2018 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 10 10 Enbridge Gas Inc. Union Gas Limited 2018 Arrears Payment Agreements Application of late payment charges 0 0 0 Enbridge Gas Inc. Union Gas Limited 2018 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 1 8 9 Enbridge Gas Inc. Union Gas Limited 2018 Arrears Payment Agreements Length of agreement offered 1 3 4 Enbridge Gas Inc. Union Gas Limited 2018 Arrears Payment Agreements Not making agreement available 3 44 47 Enbridge Gas Inc. Union Gas Limited 2018 Arrears Payment Agreements Other 2 95 97 Enbridge Gas Inc. Union Gas Limited 2018 Bill Issuance & Payment Credit balance refund 1 67 68 Enbridge Gas Inc. Union Gas Limited 2018 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 1 23 24 Enbridge Gas Inc. Union Gas Limited 2018 Bill Issuance & Payment Due date of bill 0 3 3 Enbridge Gas Inc. Union Gas Limited 2018 Bill Issuance & Payment Other 0 294 294 Enbridge Gas Inc. Union Gas Limited 2018 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 51 51 Enbridge Gas Inc. Union Gas Limited 2018 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 13 13 Enbridge Gas Inc. Union Gas Limited 2018 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 1 6 7 Enbridge Gas Inc. Union Gas Limited 2018 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 1 1 Enbridge Gas Inc. Union Gas Limited 2018 Disconnection & Reconnection procedures Other 8 424 432 Enbridge Gas Inc. Union Gas Limited 2018 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 2 2 Enbridge Gas Inc. Union Gas Limited 2018 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 Enbridge Gas Inc. Union Gas Limited 2018 Disconnection Notices No notice 0 2 2 Enbridge Gas Inc. Union Gas Limited 2018 Disconnection Notices Notice did not provide adequate information 0 1 1 Enbridge Gas Inc. Union Gas Limited 2018 Disconnection Notices Notice received too soon prior to disconnection 0 0 0 Enbridge Gas Inc. Union Gas Limited 2018 Disconnection Notices Other 3 32 35 Enbridge Gas Inc. Union Gas Limited 2018 Equal Billing & Equal Payment Plans Customer could not join the plan 0 0 0 Enbridge Gas Inc. Union Gas Limited 2018 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 5 5 Enbridge Gas Inc. Union Gas Limited 2018 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 7 7 Enbridge Gas Inc. Union Gas Limited 2018 Equal Billing & Equal Payment Plans Other 0 33 33 Enbridge Gas Inc. Union Gas Limited 2018 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 Enbridge Gas Inc. Union Gas Limited 2018 Low-Income Customer Eligibility Eligibility for low-income customer service policy 7 2 9 Enbridge Gas Inc. Union Gas Limited 2018 Low-Income Customer Eligibility Other 0 1 1 Enbridge Gas Inc. Union Gas Limited 2018 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 1 1 Enbridge Gas Inc. Union Gas Limited 2018 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 0 0 Enbridge Gas Inc. Union Gas Limited 2018 Opening and Closing of Accounts Other 0 173 173 Enbridge Gas Inc. Union Gas Limited 2018 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 4 4 Enbridge Gas Inc. Union Gas Limited 2018 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 Enbridge Gas Inc. Union Gas Limited 2018 Security Desposits Not returned 0 8 8 Enbridge Gas Inc. Union Gas Limited 2018 Security Desposits Not waived (e.g. good credit record not accepted) 0 13 13 Enbridge Gas Inc. Union Gas Limited 2018 Security Desposits Other 0 18 18 Enbridge Gas Inc. Union Gas Limited 2018 Security Desposits Unfair amount requested 0 3 3 Enbridge Gas Inc. Union Gas Limited 2018 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 Enbridge Gas Inc. Union Gas Limited 2018 Suspension of Disconnection Pending Review Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Arrears Payment Agreements amount of down-payment required before entering agreement 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Arrears Payment Agreements application of late payment charges 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Arrears Payment Agreements cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Arrears Payment Agreements length of agreement offered 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Arrears Payment Agreements not making agreement available 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Arrears Payment Agreements other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Bill Issuance & Payment credit balance refund 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Bill Issuance & Payment date payment received (for customers not on automatic payment plans) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Bill Issuance & Payment due date of bill 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Bill Issuance & Payment other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Bill Issuance & Payment payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Billing Adjustments over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Billing Adjustments under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Disconnection & Reconnection procedures distributor not making one final call before disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Disconnection & Reconnection procedures other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Disconnection & Reconnection procedures reconnection (e.g. distributor missed reconnection appointment or no show) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Disconnection Notices deposit not considered before issuing disconnection notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Disconnection Notices no notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Disconnection Notices notice did not provide adequate information 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Disconnection Notices notice received too soon prior to disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Disconnection Notices other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Equal Billing & Equal Payment Plans customer could not join the plan 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Equal Billing & Equal Payment Plans final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Equal Billing & Equal Payment Plans midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Equal Billing & Equal Payment Plans other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Low-Income Customer Eligibility eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Low-Income Customer Eligibility eligibility for low-income customer service policy 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Low-Income Customer Eligibility other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Opening and Closing of Accounts former owner’s charges being applied to a new owner 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Opening and Closing of Accounts former tenant’s charges applied to new tenant 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Opening and Closing of Accounts other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Opening and Closing of Accounts tenant’s charges applied to landlord without consent 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Security Desposits not offering to allow the customer to pay over 6 months 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Security Desposits not returned 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Security Desposits not waived (e.g. good credit record not accepted) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Security Desposits other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Security Desposits unfair amount requested 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Suspension of Disconnection Pending Review adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2015 Suspension of Disconnection Pending Review other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Arrears Payment Agreements amount of down-payment required before entering agreement 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Arrears Payment Agreements application of late payment charges 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Arrears Payment Agreements cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Arrears Payment Agreements length of agreement offered 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Arrears Payment Agreements not making agreement available 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Arrears Payment Agreements other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Bill Issuance & Payment credit balance refund 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Bill Issuance & Payment date payment received (for customers not on automatic payment plans) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Bill Issuance & Payment due date of bill 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Bill Issuance & Payment other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Bill Issuance & Payment payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Billing Adjustments over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Billing Adjustments under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Disconnection & Reconnection procedures distributor not making one final call before disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Disconnection & Reconnection procedures other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Disconnection & Reconnection procedures reconnection (e.g. distributor missed reconnection appointment or no show) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Disconnection Notices deposit not considered before issuing disconnection notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Disconnection Notices no notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Disconnection Notices notice did not provide adequate information 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Disconnection Notices notice received too soon prior to disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Disconnection Notices other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Equal Billing & Equal Payment Plans customer could not join the plan 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Equal Billing & Equal Payment Plans final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Equal Billing & Equal Payment Plans midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Equal Billing & Equal Payment Plans other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Low-Income Customer Eligibility eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Low-Income Customer Eligibility eligibility for low-income customer service policy 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Low-Income Customer Eligibility other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Opening and Closing of Accounts former owner’s charges being applied to a new owner 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Opening and Closing of Accounts former tenant’s charges applied to new tenant 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Opening and Closing of Accounts other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Opening and Closing of Accounts tenant’s charges applied to landlord without consent 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Security Desposits not offering to allow the customer to pay over 6 months 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Security Desposits not returned 0 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Security Desposits not waived (e.g. good credit record not accepted) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Security Desposits other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Security Desposits unfair amount requested 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Suspension of Disconnection Pending Review adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2016 Suspension of Disconnection Pending Review other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Arrears Payment Agreements amount of down-payment required before entering agreement 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Arrears Payment Agreements application of late payment charges 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Arrears Payment Agreements cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Arrears Payment Agreements length of agreement offered 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Arrears Payment Agreements not making agreement available 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Arrears Payment Agreements other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Bill Issuance & Payment credit balance refund 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Bill Issuance & Payment date payment received (for customers not on automatic payment plans) 0 2 2 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Bill Issuance & Payment due date of bill 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Bill Issuance & Payment other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Bill Issuance & Payment payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 2 2 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Billing Adjustments over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Billing Adjustments under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Disconnection & Reconnection procedures distributor not making one final call before disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Disconnection & Reconnection procedures other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Disconnection & Reconnection procedures reconnection (e.g. distributor missed reconnection appointment or no show) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Disconnection Notices deposit not considered before issuing disconnection notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Disconnection Notices no notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Disconnection Notices notice did not provide adequate information 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Disconnection Notices notice received too soon prior to disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Disconnection Notices other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Equal Billing & Equal Payment Plans customer could not join the plan 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Equal Billing & Equal Payment Plans final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Equal Billing & Equal Payment Plans midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Equal Billing & Equal Payment Plans other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Low-Income Customer Eligibility eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Low-Income Customer Eligibility eligibility for low-income customer service policy 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Low-Income Customer Eligibility other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Opening and Closing of Accounts former owner’s charges being applied to a new owner 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Opening and Closing of Accounts former tenant’s charges applied to new tenant 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Opening and Closing of Accounts other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Opening and Closing of Accounts tenant’s charges applied to landlord without consent 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Security Desposits not offering to allow the customer to pay over 6 months 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Security Desposits not returned 0 2 2 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Security Desposits not waived (e.g. good credit record not accepted) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Security Desposits other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Security Desposits unfair amount requested 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Suspension of Disconnection Pending Review adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2017 Suspension of Disconnection Pending Review other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Arrears Payment Agreements Application of late payment charges 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Arrears Payment Agreements Length of agreement offered 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Arrears Payment Agreements Not making agreement available 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Arrears Payment Agreements Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Bill Issuance & Payment Credit balance refund 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Bill Issuance & Payment Due date of bill 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Bill Issuance & Payment Other 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Disconnection & Reconnection procedures Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Disconnection Notices Deposit not considered before issuing disconnection notice 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Disconnection Notices No notice 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2018 Disconnection Notices Notice did not provide adequate information 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Disconnection Notices No notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Disconnection Notices Notice did not provide adequate information 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Disconnection Notices Notice received too soon prior to disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Disconnection Notices Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Equal Billing & Equal Payment Plans Customer could not join the plan 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Equal Billing & Equal Payment Plans Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Low-Income Customer Eligibility Eligibility for low-income customer service policy 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Low-Income Customer Eligibility Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Opening and Closing of Accounts Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Security Desposits Not returned 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Security Desposits Not waived (e.g. good credit record not accepted) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Security Desposits Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Security Desposits Unfair amount requested 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2019 Suspension of Disconnection Pending Review Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Arrears Payment Agreements Application of late payment charges 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Arrears Payment Agreements Length of agreement offered 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Arrears Payment Agreements Not making agreement available 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Arrears Payment Agreements Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Bill Issuance & Payment Credit balance refund 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Bill Issuance & Payment Due date of bill 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Bill Issuance & Payment Other 3 3 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 2 2 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Disconnection & Reconnection procedures Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Disconnection Notices Deposit not considered before issuing disconnection notice 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Disconnection Notices No notice 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Disconnection Notices Notice did not provide adequate information 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Disconnection Notices Notice received too soon prior to disconnection 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Disconnection Notices Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Equal Billing & Equal Payment Plans Customer could not join the plan 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Equal Billing & Equal Payment Plans Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Low-Income Customer Eligibility Eligibility for low-income customer service policy 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Low-Income Customer Eligibility Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Opening and Closing of Accounts Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Security Desposits Not offering to allow the customer to pay over 6 months 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Security Desposits Not returned 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Security Desposits Not waived (e.g. good credit record not accepted) 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Security Desposits Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Security Desposits Unfair amount requested 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2020 Suspension of Disconnection Pending Review Other 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Arrears Payment Agreements Application of late payment charges 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Arrears Payment Agreements Length of agreement offered 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Arrears Payment Agreements Not making agreement available 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Arrears Payment Agreements Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Bill Issuance & Payment Credit balance refund 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Bill Issuance & Payment Due date of bill 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Bill Issuance & Payment Other 0 2 2 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Disconnection & Reconnection procedures Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Disconnection Notices No notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Disconnection Notices Notice did not provide adequate information 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Disconnection Notices Notice received too soon prior to disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Disconnection Notices Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Equal Billing & Equal Payment Plans Customer could not join the plan 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Equal Billing & Equal Payment Plans Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Low-Income Customer Eligibility Eligibility for low-income customer service policy 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Low-Income Customer Eligibility Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Opening and Closing of Accounts Other 0 9 9 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Security Desposits Not returned 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Security Desposits Not waived (e.g. good credit record not accepted) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Security Desposits Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Security Desposits Unfair amount requested 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2021 Suspension of Disconnection Pending Review Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Arrears Payment Agreements Application of late payment charges 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Arrears Payment Agreements Length of agreement offered 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Arrears Payment Agreements Not making agreement available 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Arrears Payment Agreements Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Bill Issuance & Payment Credit balance refund 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Bill Issuance & Payment Due date of bill 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Bill Issuance & Payment Other 0 2 2 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 2 2 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Disconnection & Reconnection procedures Other 0 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Disconnection Notices No notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Disconnection Notices Notice did not provide adequate information 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Disconnection Notices Notice received too soon prior to disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Disconnection Notices Other 1 1 2 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Equal Billing & Equal Payment Plans Customer could not join the plan 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Equal Billing & Equal Payment Plans Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Low-Income Customer Eligibility Eligibility for low-income customer service policy 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Low-Income Customer Eligibility Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Opening and Closing of Accounts Other 1 0 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Security Desposits Not returned 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Security Desposits Not waived (e.g. good credit record not accepted) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Security Desposits Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Security Desposits Unfair amount requested 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2022 Suspension of Disconnection Pending Review Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Arrears Payment Agreements Application of late payment charges 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Arrears Payment Agreements Length of agreement offered 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Arrears Payment Agreements Not making agreement available 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Arrears Payment Agreements Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Bill Issuance & Payment Credit balance refund 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Bill Issuance & Payment Due date of bill 0 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Bill Issuance & Payment Other 0 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 9 9 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Disconnection & Reconnection procedures Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Disconnection Notices No notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Disconnection Notices Notice did not provide adequate information 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Disconnection Notices Notice received too soon prior to disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Disconnection Notices Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Equal Billing & Equal Payment Plans Customer could not join the plan 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Equal Billing & Equal Payment Plans Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Low-Income Customer Eligibility Eligibility for low-income customer service policy 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Low-Income Customer Eligibility Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Opening and Closing of Accounts Other 0 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Security Desposits Not returned 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Security Desposits Not waived (e.g. good credit record not accepted) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Security Desposits Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Security Desposits Unfair amount requested 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2023 Suspension of Disconnection Pending Review Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Arrears Payment Agreements Amount of down-payment required before entering agreement 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Arrears Payment Agreements Application of late payment charges 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Arrears Payment Agreements Cancellation and reinstatement (e.g. cancelled after customer missed only one payment, customer not given adequate notice when cancelled or customer was not reinstated when paid in full before cancellation) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Arrears Payment Agreements Length of agreement offered 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Arrears Payment Agreements Not making agreement available 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Arrears Payment Agreements Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Bill Issuance & Payment Credit balance refund 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Bill Issuance & Payment Date payment received (for customers not on automatic payment plans) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Bill Issuance & Payment Due date of bill 0 1 1 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Bill Issuance & Payment Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Bill Issuance & Payment Payments in respect of Automatic Payment Plans/ Preauthorized Payment Plans 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Billing Adjustments Over-billing (e.g. about how refund payments are made, such as by cheque, credit to account, etc.) 0 4 4 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Billing Adjustments Under-billing (e.g. about how far the distributor has gone back for under-billing adjustment or about adequacy of time period offered to pay under-billing adjustment) 0 7 7 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Disconnection & Reconnection procedures Distributor not making one final call before disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Disconnection & Reconnection procedures Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Disconnection & Reconnection procedures Reconnection (e.g. distributor missed reconnection appointment or no show) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Disconnection Notices Deposit not considered before issuing disconnection notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Disconnection Notices No notice 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Disconnection Notices Notice did not provide adequate information 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Disconnection Notices Notice received too soon prior to disconnection 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Disconnection Notices Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Equal Billing & Equal Payment Plans Customer could not join the plan 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Equal Billing & Equal Payment Plans Final true-up (e.g. about time allowed to pay a debit adjustment and whether a refund cheque was issued in the case of a credit adjustment) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Equal Billing & Equal Payment Plans Midseason review (e.g. about whether or not a mid-season review took place during each month in the year) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Equal Billing & Equal Payment Plans Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Low-Income Customer Eligibility Eligibility for low-income customer emergency financial assistance (e.g. LEAP or Winter Warmth) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Low-Income Customer Eligibility Eligibility for low-income customer service policy 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Low-Income Customer Eligibility Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Opening and Closing of Accounts Former owner’s charges being applied to a new owner 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Opening and Closing of Accounts Former tenant’s charges applied to new tenant 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Opening and Closing of Accounts Other 0 2 2 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Opening and Closing of Accounts Tenant’s charges applied to landlord without consent 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Security Desposits Not offering to allow the customer to pay over 6 months 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Security Desposits Not returned 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Security Desposits Not waived (e.g. good credit record not accepted) 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Security Desposits Other 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Security Desposits Unfair amount requested 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Suspension of Disconnection Pending Review Adequacy of period of suspending disconnection pending review of low-income eligibility 0 0 0 EPCOR Natural Gas Limited Partnership EPCOR Natural Gas Limited Partnership 2024 Suspension of Disconnection Pending Review Other 0 0 0