SaskPower customers are currently experiencing longer than normal wait times when calling the corporation, as the installation of a new customer billing system continues. SaskPower introduced the new system on the July long-weekend, to replace a system that was 25 years old and becoming increasingly difficult to maintain.
"This system is a critical part of SaskPower's overall infrastructure renewal program, to ensure SaskPower's electrical system can support the province's unprecedented economic growth," said SaskPower president Robert Watson.
"The new billing system sets the stage for us to introduce new programs to better serve our customers."
Watson said while the company expected wait times for customers to increase as front-line staff became accustomed to the new billing system, inquiries arising from the recent Canada Post labour dispute, outages caused by summer storms and flooding have all contributed to higher than normal call volumes for SaskPower.
"We thank all our customers for their patience while our staff become more proficient with the new system," said Watson.
To help alleviate wait times, SaskPower is temporarily redeploying staff from other parts of the company to its front-line call centre team. For quicker service, customers are encouraged to visit saskpower.com and view their bills using MyPower Account.
Customer account numbers have also changed with the new billing system. While old account numbers were 15 characters, the new system only accommodates 12 character account numbers. To smooth the transition, both old and new account numbers will continue work for those customers who have provided them for e-payment with financial institutions, unless the customer relocates.
Information about wait times and account numbers has been included in SaskPower's on-hold messages, and will soon appear on customer's bills and the company's web site.
