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Letter from Northgate Hydro Co-op to affected customers: We recently discovered a billing error affecting about 1,200 accounts in the Northgate and Elm Grove service areas between March and May. Due to a software update that misread smart meter data, some households were billed for electricity usage that was actually recorded at a neighbouring address. If your account was affected, you may have noticed a bill that seemed unusually high, or in some cases unusually low, compared to your typical monthly pattern. We have already corrected the underlying meter-reading issue, and our billing team is now reviewing each affected account individually to calculate the right amount. If you were overcharged, the difference will appear as a credit on your next bill within 60 days, and you do not need to do anything to receive it. If you were undercharged, we will not ask for the shortfall to be repaid, as this was entirely our error. Customers who paid a disputed amount using a credit card may also be eligible for a partial refund processed directly to that card. We sincerely apologize for the confusion and any stress this may have caused. If you have questions about your specific account, please call our customer support line, which has extended hours this month to handle the volume of calls.