11:00
Read the following message
From:
To:
Subject: Request for Review of July Billing and Meter Accuracy — Account 4578-2291
Dear Billing Department,
I am writing to request a formal review of my July 15–August 14 electricity bill for Account 4578-2291 at 22 Oakridge Crescent. The statement issued on August 18 shows 1,260 kWh of consumption and a total of $296.14 before taxes. For the past two summers (2023 and 2024), my usage during the same period averaged approximately 420–480 kWh with bills in the $110–$135 range. This sudden tripling warrants investigation, particularly because a smart meter replacement occurred on July 16 following a neighbourhood outage the previous evening.
I phoned Customer Service on August 19 and spoke with an agent named Marco. He confirmed that the old meter (serial AQM6931) was removed at 10:12 a.m. on July 16 and replaced with unit BQ4-7719. He also advised that the account is now billed from advanced metering infrastructure (AMI) interval data rather than monthly estimates. However, the timing still appears inconsistent with our actual occupancy. My family was away visiting relatives from July 20 to July 29; the house was locked, blinds were drawn, and our gas water heater was set to vacation mode. The only appliance on a daily schedule is a programmable thermostat set to 24 °C for cooling. We have not added any high-load devices (no portable A/Cs or space heaters), and our stove and dryer are gas.
Respectfully, I request: (1) a copy of the hourly interval data for July 15–August 14; (2) a billing review to remove any duplicate reads that may have been captured during the swap; (3) a meter bench test in accordance with Measurement Canada procedures if the interval data cannot be reconciled; and (4) an interest-free instalment plan pending the outcome, as the agent suggested I pay in full first and wait for adjustments. If a site inspection is required to check for a ground fault or a continuously running condenser fan, I will make the property available at your earliest convenience.
Please acknowledge receipt of this request and advise of next steps and expected timelines. I appreciate your assistance in ensuring the bill reflects actual consumption.
Sincerely,
Lina Singh
To:
Subject: Request for Review of July Billing and Meter Accuracy — Account 4578-2291
Dear Billing Department,
I am writing to request a formal review of my July 15–August 14 electricity bill for Account 4578-2291 at 22 Oakridge Crescent. The statement issued on August 18 shows 1,260 kWh of consumption and a total of $296.14 before taxes. For the past two summers (2023 and 2024), my usage during the same period averaged approximately 420–480 kWh with bills in the $110–$135 range. This sudden tripling warrants investigation, particularly because a smart meter replacement occurred on July 16 following a neighbourhood outage the previous evening.
I phoned Customer Service on August 19 and spoke with an agent named Marco. He confirmed that the old meter (serial AQM6931) was removed at 10:12 a.m. on July 16 and replaced with unit BQ4-7719. He also advised that the account is now billed from advanced metering infrastructure (AMI) interval data rather than monthly estimates. However, the timing still appears inconsistent with our actual occupancy. My family was away visiting relatives from July 20 to July 29; the house was locked, blinds were drawn, and our gas water heater was set to vacation mode. The only appliance on a daily schedule is a programmable thermostat set to 24 °C for cooling. We have not added any high-load devices (no portable A/Cs or space heaters), and our stove and dryer are gas.
Respectfully, I request: (1) a copy of the hourly interval data for July 15–August 14; (2) a billing review to remove any duplicate reads that may have been captured during the swap; (3) a meter bench test in accordance with Measurement Canada procedures if the interval data cannot be reconciled; and (4) an interest-free instalment plan pending the outcome, as the agent suggested I pay in full first and wait for adjustments. If a site inspection is required to check for a ground fault or a continuously running condenser fan, I will make the property available at your earliest convenience.
Please acknowledge receipt of this request and advise of next steps and expected timelines. I appreciate your assistance in ensuring the bill reflects actual consumption.
Sincerely,
Lina Singh
Choose the best option according to the information given in the message:
1. What is the primary purpose of Lina Singh’s email to CityPower?
2. According to the email, when was the smart meter replaced on Lina’s property?
3. Which evidence does Lina provide to suggest the billed usage should have been lower than reported?
4. In the sentence, “the agent suggested I pay in full first and wait for adjustments,” who does “the agent” refer to?
5. What does Lina most likely mean by requesting “AMI interval data” for the billing period?
6. Which action is NOT requested by Lina in her message?
Here is a response to the message. Complete the response by filling in the blanks. Select the best choice for each blank from the drop-down
From:
To:
Subject: Re: Request for Review of July Billing and Meter Accuracy — Account 4578-2291
Dear Ms. Singh,
Thank you for 7..... We have opened Case #BR-21476 and will provide a written update within ten business days. In the interim, we have 8.... and attached the July 15–August 14 time-series file. Our Metering group will 9....; if variance exceeds Measurement Canada tolerance, we will adjust your bill accordingly. To support cash flow during the review, we can 10.... with no interest or late fees. If you consent, we will also 11.... this Friday between 10:00 and 12:00 to check for any wiring or equipment issues at the premise.
Sincerely,
Cynthia Morin
Billing Supervisor, CityPower