Frequently Asked Questions

To make it convenient for our customers, we accept many forms of payment. Visit our Paying Your Bill page to learn more.

Every month, we send Residential and General Service customers a statement of their account. The back of each statement provides additional information for many elements listed on your statement. 

If you have more specific questions about your statement or any billing concerns please contact a customer service advisor.

We are regulated by the NWT Public Utilities Board (PUB), an independent agency of the Government of the Northwest Territories., which means our rates are reviewed, scrutinized and approved through a quasi-judicial process.

Rate riders are temporary charges or credits set by the NWT Public Utilities Board. They help account for changes between interim and final rates. Riders exist for various reasons and periods of time. We list all of the current rates and rate riders on our website. 

If you are a new customer, please contact our office with the following information available:

• New residence or business address
• Daytime telephone number
• Date of occupancy
• Employer information
• Mailing address (if different than service address)
• A security deposit may be required for new customers.

If you are an existing customer and you are moving your account, please contact our office with the following information available:

• Date moving out of current address
• Date moving into new address
• Forward mailing address (if required)

Please Note: For changes to services a minimum of 48 hours is required for change to take effect.

You can also fill out one of our account forms and submit it to our office.

Please provide a list of your rental properties with the complete service address, including the name of the city or town.

For any rental properties listed, you will need to choose one of the following options when a tenant vacates the premises:

• Power left on and switched to your name all year: There will be a service fee added to your power bill each time the power is put back in your name. You will be billed under the current rate (customer or demand charge plus energy charge);
• Summer/Winter Combination: Power is turned off during summer months, which are from Apr 15 to Oct 15 but left on and switched to your name during winter months which are from Oct 16 to Apr 14. 

There will be a service fee added to your power bill each time the power is put in your name. You will be billed under the current rate (customer or demand charge plus energy charge). Please note that during the summer you must call the office for a reconnect.

We're always happy to speak with our customers. Get in touch with us in one of the following ways:

In Yellowknife and N’Dilo:

• Call us at 867-873-4865
• Visit our office at 481 Range Lake Road, Yellowknife, NT, X1A 3R9

In Kakisa, Dory Point, Fort Providence, Sambaa K’e, Wekweeti, Hay River, Enterprise and the K’at’lodeeche First Nation:

• Call us at 867-874-6879 or 1-800-264-5313 (toll free)
• Visit our office at 1-66 Woodland Drive, Hay River, NT, X0E 1G1

To see our office hours, please visit our Contact Us page.

A typical billing cycle is between 27-30 days, however there are times when the cycles exceed 27-30 days (e.g., January bills typically include charges for 32-35 days of consumption).  Billing statements always indicate how many consumption days are included.

Over the past several years, we've seen a significant increase of more people at home using power. There are more electronics and appliances in our homes that consume power without you knowing.

Try these effective ways to lower your bill:

• Set your thermostat to efficiently warm and cool your home
• Take shorter showers
• Wash clothes in warm or cold water
• Adjust the temperature on your water heater
• Purchase energy-efficient appliances
• Switch to LED lighting
• Install dimmer switches
• Unplug appliances that aren’t in use