SURREY, B.C. – Terasen Gas has now filed its final plans for enhancing the company’s customer care services with the British Columbia Utilities Commission (BCUC). This filing updates the application Terasen Gas submitted to the BCUC in June. It provides additional information about the company’s plans to establish an in-house customer care department, with two new B.C.-based locations for call centres and billing operations, and a new customer information system. If approved, the new services would be in place by January 2012.

 

“While we are still finalizing details on the locations of the call centre and billing operations facilities, I am pleased to say that we have reached an agreement with our union, Canadian Office and Professional Employees (COPE 378),” said Doug Stout, Vice President of Marketing and Business Development, Terasen Gas. “We are now in a position to announce today that approximately 300 new marketplace competitive jobs, along with incremental economic benefits, would be created in the province if the application is approved.”

 

The current outsourced arrangement for customer care services has already been in place for more than seven years, realizing a benefit for customers. In that time however, customers’ needs and the B.C. energy marketplace have changed substantially and continued change is expected. Also, there is a need to provide an updated customer information system to replace the existing one that has been in service for more than 10 years.

 

With an in-house customer care department and B.C.-based staff, Terasen Gas would have more opportunities to provide knowledge and expertise related to energy conservation and the provincial energy marketplace to customers. The company would also have direct control and management of the call centres and billing department, and the staffing and training of employees that are needed to deliver services to customers.

 

This customer care model would be supported by a new customer information system that provides customers with a variety of ways to interact with the company, beyond telephone services. An updated system would also provide Terasen Gas and its customers with a number of improvements, such as:

“As our customers’ needs change, we must respond by reflecting those changes in the services we deliver,” said Stout. “An in-house customer care department as well as an updated technology platform would ensure we can offer the types of services our customers need.”

 

Existing customer care costs are recovered through delivery rates, and over the long term there are no additional costs to customers as a result of the project. However, depreciation of the initial investment leads to a short term increase in the cost per customer of $8.60 in 2013, if the application is approved. For a typical residential customer in the Lower Mainland, their annual bill would increase by approximately 0.7 per cent. After 2013, customers will pay less for customer care as costs decrease each year.

 

Terasen Gas is requesting a decision on its application early next year, in order to implement the changes by January 2012. Project costs are anticipated to be $122 million.

 

To read the application or learn more about Terasen Gas, visit terasengas.com

 

Kirsten Walker
Communications Specialist
Terasen Gas Inc.
Phone: 604-592-7507
Email: kirsten.walker@terasengas.com