The year brought many opportunities for EPCOR to stretch beyond the foundational mission of providing clean water and safe, reliable energy. These efforts brought higher value for customers, meaningful support and engagement with community partners, and a sense of pride for Team EPCOR in how we managed through 2020.
Supporting customers through COVID-19
The impacts of the COVID-19 pandemic are wide reaching, and many individuals and businesses have had their incomes disrupted.
With this in mind, we were pleased to stand together with the Government of Alberta, the City of Edmonton and, others in the utilities sector, to ensure that residents had assistance during one of the most challenging times in the pandemic. Recognizing that customers were vulnerable to both financial hardship and uncertainty, we offered any residential and small business customer to defer bill payments for 90 days, and suspended late fees and disconnects. By June 18, 2020, 114,000 of EPCOR's Alberta customers had opted to defer payments.
In addition to addressing financial challenges experienced by customers, we implemented a new customer information system to improve how we manage accounts and support customers, all while delivering uninterrupted care as the majority of our contact center workforce moved to a work-from-home environment.