News and Service Notices

Important notices regarding your utility services will be posted here. Please check back for updates.


  • Compensation for billing irregularities and an error in March billing

    by Corix Group | Apr 15, 2021

    Dear Sun Rivers customer,

    As you know, we’ve had our share of hiccups moving to a new billing platform. We thought these—and more apologies—were behind us, but unfortunately, we’ve had another setback, this time an error in March billing. We’ll get to that in a moment.

    But first, we know repeated apologies can wear thin, and eventually something more is needed to regain your trust. So, as a gesture of compensation for the billing irregularities you’ve been so patient with, we’re giving all Sun Rivers customers a credit of $50. This applies to all customer accounts regardless of individual services. You’ll see this one-time credit on your April bill.

    March Billing Error

    Regrettably, a batch of bills that did not include geothermal charges was sent in error. These bills are dated March 30. Please disregard this bill.

    Corrected bills, including geothermal charges, have been sent out and are dated either March 31 or April 1. Please wait for this bill and check the date before making a payment.

    Bill Sample_Sun Rivers-01 


    If you’ve already made a payment, it isn’t necessary to make a second payment for the geothermal charges as they’ll be reflected on your April bill (no late fees will be applied). Customers on preauthorized payment plans will have the correct amount debited and no action is required.

    Once again, a very heartfelt apology from the entire Corix Utilities team. We sincerely regret these inconveniences, and trust with this apology and gesture of compensation we’ve finally turned the corner on providing the kind of service Sun Rivers customers expect and deserve.

    Sincerely,

    Corix Customer Care



  • Fire Hydrant Maintenance

    by Corix Group | Apr 07, 2021

    Corix Utilities operators will be conducting annual maintenance of the Sun Rivers fire hydrant system between April 19-30, as required by the City of Kamloops Fire Department.

    Residents may experience temporary loss of water pressure, and/or slight water discolouration or turbidity. Should this occur, we recommend running your household taps until the water runs clear.

    Homeowners with in-house water filters or softeners should check their systems for proper functioning once this work is done, as per their systems owners’ manual.

    You may also encounter minor traffic disruptions as our crews are out flushing and checking hydrants.

    Thank you for your patience as we work to maintain your water and fire protection systems.



  • BC Hydro Power Outage

    by Corix Group | Mar 28, 2021

    A BC Hydro outage is currently affecting power and water services at Sun Rivers Resort. BC Hydro crews are on their way to investigate the cause, but we have no further information at this time.

    For updates, please refer to the BC Hydro Outage Map at: https://www.bchydro.com/power-outages/app/outage-map.html



  • We Understand Your Concerns and Frustration

    by Corix Group | Mar 16, 2021

    A utility billing update for Sun Rivers residents, March 15, 2021

    Dear Sun Rivers resident,

    As you are no doubt aware, Corix Utilities has been experiencing issues with our transition to a new accounting and billing system, which has resulted in billing irregularities over the past months. This situation is not consistent with the standards we set for ourselves, or the level of service Sun Rivers customers have come to expect. For this we sincerely apologise.

    We know we’ve said it before, but we’d like to again reassure customers that we’re working hard to rectify these issues. The number of affected accounts is being steadily reduced, and we’ve implemented the following measures to assist all customers.

    • Beginning April 1, customers paying by credit card pre-authorized payment will not have any further payments processed until their bill has arrived and the payment is due.
    • Customers whose accounts are in arrears due to missed or inaccurate billing will not be expected to settle their account in one payment. We can work with you on a convenient payment schedule to bring your account up to date. For assistance, please contact Customer Care at customercare@corix.com or 1.877.788.7277 (M-F, 8 AM to 5 PM).
    • No late payment or collection charges will be applied to any account, and accounts will remain in good standing.
    • Customer credit ratings are not affected, as we do not share data with credit bureaus.
    • We’re doing our best to compensate for Canada Post delays, but please bear this in mind if waiting for or sending anything by mail.

    We understand the concerns and frustration residents are feeling—especially at a time when everyone’s concerns are elsewhere. We sincerely regret these inconveniences and appreciate your continued understanding and patience.

    Corix Customer Care



  • Spring Street Sweeping

    by Corix Group | Mar 09, 2021

    Street sweeping will be done at Sun Rivers beginning Wednesday night, March 10th. Work will begin on Sun Rivers Drive, and then extend to remaining areas over the following days.

    To assist us with this work, we would appreciate if residents could move any vehicles parked on the street and visitor parking areas.

    Thank you for your cooperation,

    Corix Customer Care



  • Our Apologies for Billing Delays and Inconveniences

    by Corix Group | Jan 20, 2021

    Dear Corix Customer,

    In November of last year, we began the implementation of a new customer account and billing platform. As many can appreciate, the implementation of any new IT system often comes with hiccups and delays, and regrettably this one has been no different.

    So, we would like to acknowledge and apologise for the unexpected billing delays and the inconvenience this has caused some customers.

    Please rest assured customers will not be charged late payment fees of any kind, and accounts will remain in good standing. And as we do not provide account information to credit bureaus, customer credit ratings will not be affected.

    We are now making steady progress bringing payments and billing up to date, and will have these issues resolved in the next couple weeks. We apologize sincerely for these inconveniences and appreciate your continued understanding and patience.

    Questions?

    Please contact Customer Care at customercare@corix.com.

    As we’re experiencing increased calls and emails, our response times may be longer than usual. We promise to respond to your inquiry as quickly as possible.



  • Snow Removal Reminders

    by Corix Group | Dec 23, 2020

    Our snow removal contractors have instructions to clear roadways of snow and ice in a timely fashion, and in the most efficient and effective manner possible. As such, snow will be plowed from the center of the lane to the curb with respect to the flow of traffic – similar to other municipalities, such as the City of Kamloops.

    Service Levels

    Crews will focus on arterial roads first, as they have the highest volume of traffic and need to be kept clear for emergency vehicles. Roads with steep grades will also be given priority consideration, and these are:

    • Sun Rivers Drive
    • Sun Rivers Drive West
    • Rosewood Drive
    • Ironwood Drive
    • Visao Terrace
    • Canyon Ridge Drive
    • Sillaro Drive
    • Trillium Drive

    Remaining roads will be of secondary priority, and will be cleared of snow once arterials and the above mentioned are clear.

    Clearing Snow from Driveways

    We recommend waiting until the plows have finished plowing your street before clearing your driveway.

    Please pile snow on the left side of your driveway (when facing your property). This will allow you to see oncoming traffic, and when the roadway is plowed again, your shoveled piles won't be pushed back into your driveway.

    Pushing snow from your driveway into the roadway is NOT permitted as it can create a serious hazard for other motorists.

    Driving Safety

    Make sure to adjust your driving to weather conditions, and remember, the posted speed limit in Sun Rivers is 30 km/hr.



  • Sun Rivers Sagewood Water Outage

    by Corix Group | Nov 16, 2020

    We would like to notify Sagewood Neighbourhood customers of a water outage today Monday, November 16, between 4-6 pm. This outage is necessary to conduct watermain repairs to the system.

    We apologize for any inconvenience and thank you for your understanding.



  • BC Hydro Outage

    by Corix Group | Nov 05, 2020

    A BC Hydro outage is currently affecting power and water services at Sun Rivers Resort. Crews are on site investigating the cause and working to restore service as soon as possible.

    You can follow outage reports on BC Hydro's website at: https://www.bchydro.com/power-outages/app/outage-map.html



  • COVID-19: Meeting the challenge of uncertainty

    by Corix Group | Sep 21, 2020

    Email-Header-Sep

    Moving forward into cooler weather, many concerns around COVID-19 remain. At Corix, we've prepared to meet the continued challenges of this pandemic crisis. Wherever the next few months take us, our commitment as a company remains centered on our customers and providing the essential utility services you rely on every day.

    COVID-19 and Customer Care

    Invoice Reverse Side Graphics-05We understand COVID-19 has caused financial hardship for many households. As such, we’re offering a variety of financial assistance plans for customers accumulating unpaid balances on their utility bills. We advise all customers to stay current with their bills to avoid large balances that may be difficult to manage later, but if you’re unable to pay or have fallen behind on your bill, reach out to Customer Care. We’re happy to work with all customers to address their specific situation.

    Please contact Corix Customer Care for more information about these programs, or any questions regarding your services.

    Preparedness Plans

    Our operations teams continue to ensure that critical supplies and equipment are always on hand to support our customers and provide access to critical services. Our Incident Command Team is working with local jurisdictions to ensure that Essential Operations Continuity Plans are up to date and that we are prepared for any potential COVID-19 impacts that may arise.

    Working Safely: Together

    Email Graphics-08Now more than ever safety is at the top of our minds. And we believe our science-based approach to the COVID-19 pandemic has prevented the spread of the virus within our workforce.

    Our employees continue to work remotely, or in offices observing strict physical distancing rules. And all our field employees practice physical distancing, and proper mask and Personal Protective Equipment use when performing essential maintenance. When you see utility workers in your community, please allow them a safe distance (min 2 m/6 ft) to do their job.

    sure-they-flush-down-720x300

    At the Corix Group of Companies, we’re committed to efforts to control this pandemic, and we view communications with customers as an essential part of our service. For more information, please contact Customer Care.

    Thank you.



  • COVID-19: A summer of first steps

    by Corix Group | Jul 17, 2020
    Email-Header-No.5-800x400

    It feels as if summer weather is providing a welcome respite from uncertain times, but it’s also showing us we can’t let our guard down in the fight against this pandemic.
     
    At Corix, we’ve begun taking some cautious first steps in a desired return to normal. They’re designed to ensure you continue to receive safe and reliable water, wastewater, and energy essential services, and our communities stay safe.

    First steps to reopening

    In March, our COVID-19 Incident Command Team (ICT) put in place comprehensive polices and protocols governing office closures, remote work, physical distancing, and the use of personal protective equipment (PPE). These measures, among others, are under constant review as we evaluate reopening and a return to more normal operations.
     
    The ICT, with guidance from public health authorities, have determined only a small number of our North American operations currently meet the stringent criteria for reopening. And where reopening does occur, it will be done carefully and methodically. As all our systems continue to function normally, we’re confident these first steps are the right ones.

    First steps toward normal business

    We were among the first utilities to suspend and reverse service disconnections, and suspend late fees. But as efforts to reopen the economy move forward, some regulators are allowing and encouraging utilities to return to established billing and disconnection policies, while ensuring temporary billing assistance is available for customers financially impacted by COVID-19.
     
    For the moment, we continue to suspend disconnections and late fees, but we encourage all customers to stay current with payments as much as possible, as unpaid balances may be harder to manage down the road.

    We also appreciate the pandemic is creating financial challenges for many households. To that end, Corix is offering Deferred Payment Arrangements, and other financial assistance, to affected customers. Please contact Corix Customer Care for more information about these programs, or any questions regarding your services.

    Email Graphics-08Please help us stay safe

    Our maintenance activities continue to function normally, so you may see our field staff working in your community. Please do your part to help them stay safe.

    patty-potty-video-linkPatty Potty speaks her mind about “flushable” wipes

    Watch this short video from Patty Potty to see what happens to wipes in your pipes.

    At the Corix Group of Companies, we’re taking appropriate, science-based actions to mitigate the impacts of COVID-19. We’re committed to efforts to control this pandemic and implore you do your part as well. For more information, please contact Customer Care.
     
    Thank you.


  • Keep Washing, but Keep Conserving

    by Corix Group | Jul 14, 2020

    Proper sanitation remains critical in the fight to stop the spread of COVID-19. We urge everyone to follow the advice of public health professionals to wash hands frequently and thoroughly.

    But even if we’re turning on the washroom tap more than usual these days; we mustn’t forget summer activities that have a much greater impact on water use. Here are a few tips to save water (and money) this summer.

    Outdoors

    • Regularly check outside spigots, garden hoses, and irrigation systems for leaks
    • Only water lawns when needed and in the early morning hours, and not on windy days
    • Set lawn mower blades higher as longer grass means less evaporation
    • Weed lawns and gardens regularly as weeds compete with other plants for water
    • Always water as close to plant roots as possible, and use mulch around trees and plants
    • When planting, choose native plants or those well-adapted to your climate zone
    • Collect water in a rain barrel for use on indoor and outdoor plants
    • Cover swimming pools when not in use
    • Wash cars with a bucket and sponge instead of a hose
    • Use a broom, rather than a hose, to clean sidewalks and driveways

    Indoors

    • Repair dripping faucets and leaky toilets, and replace old fixtures with low-use models
    • Take shorter showers
    • Only run dishwashers and washing machines when they’re full
    • If washing dishes by hand, use two basins rather than letting the water run
    • Defrost frozen food in the refrigerator or microwave instead of running water
    • Never use the toilet as a wastebasket


  • COVID-19: Payment Terms and Conditions Update - BCUC Regulated Customers

    by Corix Group | Jul 08, 2020

    Dear Sun Rivers resident,

    The British Columbia Utilities Commission (BCUC), the regulator of your local utility, has issued Order G-176-20. This Order provides updated directives for BC public utilities as part of the Province’s COVID-19 Restart Plan.

    This Order reverses the 90-day moratorium on customer disconnections unrelated to safety matters, in effect since March 20, 2020. As such, beginning in July, disconnection of services will be allowed for:

    1. Matters of safety
    2. Matters related to closing accounts at the request of customers
    3. Accounts outstanding more than 120 days
    4. Accounts with outstanding balances of greater than $3,000

    Corix Utilities will revert to its previous policies regarding late payments and disconnection of services, which can be reviewed under Payment Terms and Conditions.

    Additionally, the BCUC has approved our request to implement flexible payment plans for customers of Corix’s BCUC-regulated utilities financially impacted by COVID-19. Please contact Corix Customer Care for more information.

    These BCUC directives and the policies of Corix Utilities, as they pertain to the COVID-19 pandemic, are continually under review as the situation evolves. Please check back for the latest updates.

    Questions?

    Please contact Corix Customer Care at customercare@corix.com or 1-877-788-7277, Monday to Friday, 8:00 am to 5:00 pm.



  • Public Notice: Corix Application to the BCUC for Approval of a Corporate Cost Allocation Methodology

    by Corix Group | Jun 29, 2020

    Corix Multi-Utility Services Inc. (Corix) recently filed an application seeking approval from the British Columbia Utilities Commission (BCUC) of a methodology used by our ultimate parent company, Corix Infrastructure Inc., to allocate corporate costs to its utility operations. Additional requests address the regulatory costs associated with the public review of the Application.

    The corporate cost allocations that result from the cost allocation methodology form part of each utility’s revenue requirements and in certain cases is used to set utility rates. However, Corix is not requesting approval of the allocated corporate cost amounts in this Application. Approval of the allocated corporate costs would be requested in subsequent applications to the BCUC based on the outcome of the review process for this Application.

    On June 25, 2020, the BCUC issued Order G-171-20 establishing a public written comment process in accordance with the regulatory timetable included with the Order. Parties who wish to participate as interveners in the proceeding are to register with the BCUC by completing a Request to Intervene form, found on the BCUC website, by Thursday, July 16, 2020. The BCUC explains how to get involved in its public proceedings at bcuc.com/get-involved. The Application and all associated proceeding documents can be found on the BCUC’s website at https://www.bcuc.com/ApplicationView.aspx?ApplicationId=778.

    For more information about the BCUC, visit bcuc.com

    Corix is committed to delivering safe and reliable utility service to all of its utilities. If you have any questions about this notice, please contact us via email at RegulatoryAffairs.Canada@corix.com or by calling us at 604-455-3600, Monday to Friday from 9am to 5pm.



  • Notice of Application for Tariff Changes due to COVID-19

    by Corix Group | May 01, 2020

    Corix Multi-Utility Services Inc. (Corix) recently filed an application with the British Columbia Utilities Commission (BCUC) seeking approval for tariff changes due to the COVID-19 pandemic (Application). The tariff changes are designed to ease the current burden for Sun Rivers Gas and Electric customers whose finances have been negatively impacted by the COVID-19 pandemic.

    On April 29, 2020, the BCUC issued BCUC Order G-98-20 - Corix Multi-Utility Services Inc. Application for Tariff Changes due to COVID-19 granting interim approval of Corix’s requests, subject to the outcome of a public review process. In order to participate in the public review process, stakeholders must apply to the BCUC for Intervener Status by Wednesday, May 13, 2020.

    The BCUC explains how to participate in its public proceedings at bcuc.com/get-involved. The Application and all associated proceeding documents can be found on the BCUC’s website at bcuc.com/ApplicationView.aspx?ApplicationId=755.

    For more information about the BCUC, visit bcuc.com.



  • COVID-19: The decisions we’re making today

    by Corix Group | May 01, 2020

    spring flowers w Corix logo

    The decisions we’re making today

    As the COVID-19 crisis evolves, we as individuals, organizations, and communities will have important decisions to make. Decisions that affect us all.

    Corix responded quickly to the crisis, putting the safety of our customers and employees first. We determined early on that our decisions would be guided by scientific and medical facts, and our actions would be cautious and measured. And when in doubt, we would always err on the side of safety.

    The decision to stay the course… for now

    Based on those principles, we began working remotely, adopted physical distancing schedules for our operators and took other measures to protect everyone.

    Those guiding principles remain firmly in place, but we recognize and appreciate the desire to begin opening our economies. We feel it too. And, as things begin to return to normal, please understand that we’ll continue to operate remotely and take precautions to protect you and our employees.

    That decision is supported by the knowledge that all our systems continue to function normally, and all necessary maintenance is being done. More importantly, we believe we’re well prepared to continue providing those essential water, wastewater, and energy services you rely on, as we work through this crisis.

    The decision to stay safe

    Email Graphics-03

    While our services continue to function normally, our employees, like so many, are adapting to the new not normal. For now, all our employees will continue to work remotely; they will observe physical distancing; and they’ll use the proper personal protective equipment (PPE) in field and plant work.

    For customers, this means we’ll continue our policy of suspending the disconnection of services and late fees; our offices will remain closed; and our staff will continue to observe physical distancing protocols when performing meter reads and maintenance in your area. We’ll keep you informed as the situation evolves.

    Patty Potty says, “those so-called ‘flushable’ wipes might flush down, but they sure don’t flush out, honey”.


    patty-potty-video-link

    Customer Care

    Invoice Reverse Side Graphics-05Our Customer Care staff are ready by email or phone to answer any questions about your utility services. You may experience longer hold times as we help other customers, and we appreciate your patience.


    At the Corix Group of Companies, we’re taking appropriate, science-based actions to mitigate the impacts of COVID-19.

    We’re committed to this unprecedented global effort and implore you do your part as well. If you require more information, please contact Customer Care.

    Thank you.


  • Power outage evening of April 8

    by Corix Group | Apr 09, 2020

    Dear Sun Rivers Customers,

    On the evening of April 8, we experienced a power outage on the Sun Rivers system. Power failed at approx. 9:00 pm and was restored in phases between 10:30 and 11:30 pm. This outage was due to a failure of one of the system’s transformers.

    Restoration of power in such an incident would normally have occurred more quickly across the entire Sun Rivers system, however, current COVID-19 protocols regarding Physical Distancing for field employees required a phased approach.

    A replacement transformer has been installed, and the faulty unit will be returned to the supplier for fault investigation. Corix Utilities will also conduct an internal investigation to identify the cause of this incident in order to prevent similar incidents in the future.

    We thank you for your understanding and patience in this matter. For more information about Corix’s COVID-19 Response, please visit our News page or the Sun Rivers News and Service Notices page.

    Thank you.  



  • COVID-19: Keeping you informed about the essential utility services you rely on every day

    by Corix Group | Apr 08, 2020

    Corix-Truck-1

    At the Corix Group of Companies, our employees work every day to provide our communities with safe and reliable water, wastewater, and energy services. In the face of COVID-19, that commitment has never been stronger.

    “Our employees take great pride in providing essential utility services to our customers during these unprecedented times.”
    Catherine Heigel, EVP & COO Corix Regulated Utilities

    We’re also committed to keeping you continually informed of our efforts—and how you can help us, and your community, get through this together.

    Email Graphics-03Please observe Physical Distancing

    Our field employees continue to perform meter reads and maintenance in your area, while practicing mandatory Physical Distancing (min. 2m/6ft). If you see someone working in your neighbourhood, please extend the same consideration—for everyone’s safety.

    Billing considerations

    We realize many customers are facing unexpected financial hardship as a result of COVID-19. As announced March 10, we have suspended late fee payments and disconnections for nonpayment.
    In the meantime, we encourage all customers to stay as current as possible with bill payments, to avoid large balances that may be harder to manage later.

    Email Graphics-05Scammers are still in business

    A particularly ugly side of this crisis is scammers taking advantage of people when they’re most vulnerable. Please be extra vigilant for these phone, email, and online scams.
     
    Disconnection Threat 
    Never respond to a threat to disconnect your services. Disconnections have been suspended for the time being.
     
    Requested Payment 
    Never respond to an urgent request for payment, or purchase of a prepaid debit card. Our trusted payment options remain unchanged.
     
    Personal Information 
    Never provide personal information to someone claiming to be from a utility company. We would never request this by email or online form.
     
    And while Physical Distancing should be your primary concern when allowing anyone into your home, if one of our field employees needs access to your water meter, they will first show you their Corix identification.
     
    If you have any doubts whatsoever about the legitimacy of a phone call, email, or service visit—STOP—hang-up, delete the email, and contact Customer Care directly to report your concerns.

    Patty Potty says ‘this ain’t no time for nasty plumbing’

    Keep using those sanitary wipes, but PLEASE put them in the trash, NOT down the toilet.

    patty-do-not-flush-horz

    Customer Care

    Our Customer Care staff are ready by email or phone to answer any questions about your utility services. You may experience longer hold times as we help other customers, and we appreciate your patience.


    At the Corix Group of Companies, we’re taking appropriate, science-based actions to mitigate the impacts of COVID-19.

    We’re committed to this unprecedented global effort and implore you do your part as well. If you require more information, please contact Customer Care.

    Thank you.



  • COVID-19: An update on your water, wastewater, and energy services

    by Corix Group | Mar 25, 2020

    sink-hand-washing-w-CGC-logo


    Unprecedented
    would seem to sum up what we’re all feeling and dealing with each day of the COVID-19 crisis. And each day at the Corix Group of Companies our commitment to providing you with essential water, wastewater, and energy services remains unwavering.

    Among all the moving pieces, we’d like to provide you with an update of our activities, and some tips to help us all get through this together.

    workman icon smWe are fully operational

    Our plant and field employees are performing their duties and necessary maintenance to ensure our systems are functioning normally. All our administrative and customer support staff are working remotely.

    water faucet icon smThe safety of your water system

    According to the World Health Organization, COVID-19 is NOT transmitted through drinking water or sewage; and North American water treatment protocols are highly effective against biological pathogens. All our systems adhere to these strict protocols.

    For more information, please read this statement from the US Environmental Protection Agency.

    Protecting customers and employees

    Our COVID-19 Incident Command Task Force has mandated the following company-wide measures:

    • Social Distancing
      Our staff are practicing mandatory Social Distancing (min. 6ft/2m) during essential only customer visits. Please do the same should you see one of our employees or contractors working in your neighborhood.
    • Water Meter Reads
      We continue to read meters located outside, however; our staff will not enter customer homes unless absolutely necessary. As such, meter reads may not occur as scheduled in some areas.
    • Disconnections and Late Fees
      We have suspended disconnections and late fees until further notice.
    • Customer Support
      Our customer support staff are on duty. You may experience longer hold times, and we appreciate your patience.
    • Office Closures
      All staff are working remotely, with offices closed until further notice. For deliveries, please call/email for arrangements.

    pattypotty smNo wipes in the pipes please

    This crisis is testing many of the systems we rely on – even those as mundane as our toilets.

    The huge spike in sales of so-called “flushable” wipes and sanitary products is renewing calls to keep these products from going down toilets and clogging up sewer systems. And as Patty Potty knows, NOBODY likes a clogged toilet. So, if “No Wipes in the Pipes” doesn’t grab you, how about the 3Ps of Flushing?

    Pee. Poo. Paper.
    (Toilet Paper that is!)


    At the Corix Group of Companies, we’re taking appropriate, science-based actions to mitigate the impacts of COVID-19.

    We’re committed to this unprecedented global effort and implore you do your part as well. Should you require more information, please contact us.

    Thank you.

    Our thanks to the Save Water Texas Coalition and their outstanding Patty Potty campaign.



  • COVID-19: Suspension of Water and Energy Shutoffs and Late Fees Extended

    by Corix Group | Mar 23, 2020

    In light of the continuing COVID-19 crisis, we are extending our previously announced policy of suspending disconnections and late fees until further notice. No customers will be denied essential water, wastewater, or energy service.



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