Halifax Water is pleased to announce that effective April 1, 2017 Mr. Kulvinder S. Dhillon, MBA, P.Eng., FEC will be the Dispute Resolution Officer (DRO) for Halifax Water customers. Mr. Dhillon has extensive experience including management and regulation of water, wastewater and stormwater service.
Amendments to the HRWC Rules and Regulations to facilitate the appointment of this position were approved in November 2016 and a recruitment process was conducted by an external agency. The DRO is not an employee of Halifax Water or the Nova Scotia Utility and Review Board, and will independently and objectively review customer complaints that the utility is unable to resolve.
Complaint Process:Customers can contact Halifax Water if they are dissatisfied with the services delivered by Halifax Water. The rules and regulations which direct service can be found at: http://www.halifax.ca/halifaxwater/RatesCharges/index.php. All complaints must be by phone or in writing (email, regular mail) to:
P.O. Box 8388, RPO CSC
Halifax, N.S. B3K 5M1
Phone – 902-490-4820
Email – Complaints@halifaxwater.ca
If Halifax Water has a complaint and the customer is not satisfied with the response, or feels Halifax Water has not applied the Rules and Regulations fairly, they may formally pursue a complaint with the Dispute Resolution Officer (DRO) at HalifaxWaterDRO@eastlink.ca.
Halifax Water General Manager Carl Yates said “Currently, we do as much as possible to proactively resolve customer issues before they escalate to the NSUARB. There are, however, situations where the customer is not satisfied with the end result and wishes to pursue the issue further. With the establishment of this enhanced process, the complaint would escalate to the DRO instead of going directly to the NSUARB. Complaints can still be filed with the NSUARB, but only after they have gone through the DRO process.”
For more information on Halifax Water please check www.halifaxwater.ca, visit us on YouTube, or Twitter @HalifaxWater or call our Customer Care Centre at 902-490-4820.
Source: Media Release