Customer Information & Billing Improvements
Northland Utilities is excited to announce that we are preparing to upgrade our customer information and billing system to help streamline our processes and improve communication for a smoother, more seamless customer experience.
After 30 years, our customer information and billing platform has reached its end-of-life. This upgrade allows us to adopt a modernized service platform that will better meet the needs of our customers and a transitioning energy grid.
As our team learns the ropes of the upgraded system, we kindly ask for your patience and understanding during this time. Rest assured that our team is working diligently to ensure we minimize any disruptions and continue to provide you with the best service possible.
- Yellowknife: 9:00 am to 4:00 pm Monday to Friday
- Hay River: 9:00 am to 12:00 pm and 1:00 pm to 4:00 pm Monday to Friday
While our hours are reduced, we encourage you to use our My Account portal, your go-to resource for managing your account online. Benefits include:
- Accessing your statement from any device
- Receiving email reminders when your bill is ready
- Monitoring account information, including energy consumption
- Paying your bill online
- Going paperless
As a result of this billing platform upgrade, our credit card payment page has a fresh new look. Rest assured, it's still your trusted, secure spot to pay your bill by credit card online.
Thank you for your patience and understanding during this upgrade. We look forward to serving you better with our updated system.
Frequently Asked Questions
When is this change taking place?
The system upgrades will be made in August 2023.
How will this impact me?
While we upgrade our systems, some July bills will have 3-5 fewer consumption days. Those days will be included on your August bill. Please note that you will not pay more over the two-month period. For reference, a typical billing cycle ranges from 28-33 days but during the upgrade, the range will be 25-35 days. After the upgrade, the cycle will return to the normal range of 28-33 days.
Interested to learn how many consumption days will be on your July and August statement? Click here for a breakdown by billing cycle. If you are not sure which billing cycle you fall under, you can find your billing cycle number at the top of your electric statement.
Do I need to do anything to prepare for this upgrade?
No. There is no required action on your part to prepare for the upgrades.
How many days are included in a typical billing cycle?
The average number of days in a billing cycle is 30 and the range is 28-33 days. During the system upgrades, the range will be 25-35 days.
- Where can I find my billing cycle?
I am signed up for a Pre-Authorized Payment Plan. Will this change impact my bill?
There will be no impact to your Pre-Authorized Payment Plan date; however, some July bills will have 3-5 fewer consumption days. Those days will be included on your August bill. Please note that you will not pay more over the two-month period. For reference, a typical billing cycle ranges from 28-33 days but during the upgrade, the range will be 25-35 days. After the upgrade, the cycle will return to the normal range of 28-33 days.
I am signed up to the Equal Budget Payment Plan. Will this change impact my monthly payment?
No. If you are signed up for the Equal Budget Payment Plan, there will be no change to your monthly payment.
Will I be charged different rates during the upgrade?
No. You will not be charged different rates.