NTPC won't pay for surge damage
Kaodloak family denied damage claims, power corp. recommends surge protectors
Kassina Ryder
Northern News Services
Monday, February 27, 2017
ULUKHAKTOK/HOLMAN
A woman in Ulukhaktok is warning Northwest Territories residents after learning the Northwest Territories Power Corporation (NTPC) won't be reimbursing her for damaged appliances.
Susan Kaodloak said a power surge the weekend of Dec. 9 destroyed two televisions, two satellite receivers, a microwave and a coffee maker, as well as the home's furnace circuit board.
Her husband, a former NTPC employee, used a voltage metre to determine that the surge allowed 240 volts of electricity to blast through the home, damaging the appliances.
Both her husband and NTPC employees who came to Ulukhaktok after the incident said a broken neutral, a piece of equipment that ensures electricity enters homes at the right voltage, is to blame, Kaodloak said.
"We know what it is, it was a broken neutral, so when it broke it allowed 240 volts to come into our house when it was only supposed to be 120," she said.
"My husband used to work for the power corp and the linemen that came in told us what it was too."
The family submitted a $2,250 claim to NTPC asking to be reimbursed for their destroyed and damaged appliances.
But the corporation rejected their claim. In a letter sent to the family on Jan. 16, the corporation stated that the incident was the result of a damage on the second distribution line and that the company would not be reimbursing the Kaodloak's for damages.
"Regrettably, I must inform you that the Corporation is not responsible for replacing or repairing any items damaged by failures, beyond our reasonable control, within the power plant or on the distribution system," said the letter, which was signed by customer service manager Todd Roche.
Kaodloak said there is nowhere to appeal the decision.
"It's a big corporation that decides they don't need to pay this, so what can I do?" she said.
In an e-mail to News/North, communications manager Pam Coulter said the reimbursement is only provided in cases where the damages are the result of "negligence or willful misconduct" by the corporation.
It's up to customers to protect their homes and appliances, she added.
"As stated in the customer terms and conditions of service, customers are responsible for protecting their homes and the equipment and appliances inside," the e-mail said. "The reason for this term of service is to protect all customers from bearing non-operating costs. A regulated utility may only charge customers what it costs to operate the system. If other costs are blended into rates, such as weather-related property damage, then those costs would be shared by all other customers and everyone's rates would rise."
Coulter said the corporation recommends customers install CSA-approved surge protectors and purchase home or tenant insurance.
