2024-01-03

Water customers in Region of Queens Municipality get temporary rate relief

LIVERPOOL - Hundreds of customers in the Region of Queens Municipality are getting temporary relief on their water bills as the province's independent regulator sanctioned the civic government's request of a one-time 70 per cent rate cut. The utility and review board documented its decision in November, just over a month from when the municipality filed for the rate cut.

"It was wonderful," Region of Queens Mayor Darlene Norman said in a recent phone interview, reacting to the Nova Scotia Utility and Review Board (NSUARB) ruling. "It's wonderful they did it so quickly."

Customers will see the reduction reflected on invoices concerning the August 22 to November 30 billing cycle issued during the Christmas break and dated Jan. 1, 2024.

The municipality sought the rate cut after more than 1,200 customers of its water utility were subjected to a 57-day boil water advisory.

On August 9, the municipality's water treatment plant was struck by lightning during a storm, which damaged the treatment process that involved, a website post on the municipality's website, a lack of disinfection (chlorine) residual throughout the water distribution network.

A boil water warning was issued, advising customers to boil water for least a minute before drinking, preparing infant formulas, preparing juices, and ice cubes, washing fruits and vegetables, cooking, dental hygiene, and any other activity of requiring human consumption.

Repairs were completed and the order was cancelled on Oct. 5.

The power surge caused several key pieces of equipment to malfunction, and the plant was unable to provide potable (drinking) water to residents. Civic politicians requested that staff submit an application for a temporary relief to compensate for the extended advisory and lack of access to potable water during the impacted period.

The municipal water utility's response was reasonable in the circumstances, reads correspondence from Richard Melanson of the NSUARB. The municipality's plans to cover the estimated $56,000 cost of the reduction from a water utility reserve fund is also prudent, he wrote.

At the time of the interview with Norman, the cost of the damage to the water treatment plant wasn't available but the municipality paid $20,000 in insurance deductibles due to multiple lightning strikes, Joanne Veinotte, the municipality's corporate services director, indicated to LighthouseNOW.

Five "service reliability" complaints were filed with the NSUARB before it made its ruling. Redacted versions of the submissions are available online.

Elizabeth Brown of Brooklyn wrote about the financial and mental impacts resulting from the boil water warning.

"We have been buying bottled water for drinking, we bought a large water container to collect water for cooking and food preparation from a friend's well, and not having potable water is causing myself a lot of anxiety and uncertainty for the future. I have lost confidence in our local water utility."

Melissa Thiele wrote: "nothing was issued by mail to ensure that those who are not on social media are aware of the situation. We have not been compensated for the poor quality of water."

Elisabeth Treschow also took issue with how the matter was communicated to residents. "Not only have citizens boiled water, adding significant electricity usage, many have opted to purchase water. It's not a good scene," she wrote.

The Region of Queens Municipality used social media and its website to convey facts about the water situation. Norman said council and staff have met about lessons learned, including the effectiveness in keeping people informed.

"Some of the remedies requested by the complainants are beyond my authority, such as compensation for the cost of bottled water or compensation for anxiety," Melanson noted in the NSUARB decision.

"I note that the (water) utility has committed to preparing a communications strategy to address some of the concerns raised by the complainants. I consider that the (water) utility's response satisfies the complaints."