Customer Policies

The following are brief excerpts of Saint John Energy's policies and do not necessarily cover all aspects of the approved Customer Service Policies. A more detailed rates and policy description can be downloaded here.

Applying for service - All customers applying for electrical service must complete and sign a customer service agreement prior to receipt of service.

Discontinuance of service - Any customer wishing to have service discontinued should give Saint John Energy 48 hours notice.

Disconnection of service - Saint John Energy may disconnect service for any of the following reasons:

• Customer account is outstanding for a period of 45 days or more for residential customers and 20 days for non-residential customers.
• Unauthorized interference with or diversion of Saint John Energy's service.
• Refusal to grant access at reasonable times to Saint John Energy's equipment.
• Misrepresentation of identity by the customer for the purpose of obtaining electrical service.

Security Deposits - A security deposit may be required prior to provision of service where the customer has not established a satisfactory credit history, the customer has been disconnected for non-payment or the customer has an outstanding account from a previous address.

Security deposits may be refunded 1 year from the date of payment, plus interest, provided the customer has established a satisfactory payment history.

Confidentiality - All information maintained by Saint John Energy concerning a customer is considered to be private and confidential and is only to be released under the following conditions:

• To the customer upon provision of satisfactory identification
• To a third party upon receipt of written authorization from the customer or pursuant to a court order

Standard Facilities - Saint John Energy will supply the required transformation, metering and single phase or three phase overhead service onto private property from the existing distribution system for each permanent customer eligible for residential, general service or industrial rates.

Service length allowances for overhead line extensions shall be 30 meters.

Meter installation - Saint John Energy will attempt to energize all normal services within 48 hours of receiving a request provided:

• An Electrical Wiring Permit signed by the electrician has been submitted
• A contract has been signed by the owner of the building
• The meter mounts have been correctly identified
• The entrance is in a satisfactory location

Customer responsibilities - The customer is responsible to provide and maintain the necessary service entrance and metering facilities in proper working order.

If Saint John Energy's facilities on the customers' premises are damaged, other than through normal wear and tear (i.e. weather), the customer is responsible for the charges associated with repairing or replacing these facilities.