Yesterday, Thursday, July 15, 2010, the contractor hired by the City of Côte Saint-Luc was conducting excavation work to replace the underground aqueduct in the area on Kildare Road, close to Merrimac. Before conducting such work, it is common practice to request confirmation from the utility companies indicating if there is any underground equipment located at the targeted area of the work site.
Hydro-Quebec advised the contractor in writing that they had no underground equipment in the area in question. Unfortunately, it turns out the information was incorrect and there was indeed underground equipment at this work site. As a result the contractor cut a supply line which led to yesterday’s power failure.
In the event you have a claim to make with respect to the power failure it must be received by Hydro-Quebec by July 29, 2010 and should be directed to Hydro Quebec as follows:
By mail to: HYDRO QUEBEC DEPARTMENT OF CLAIMS
CP. 11003 - Succursale Centre-Ville
By Fax: HYDRO QUEBEC DEPARTMENT OF CLAIMS
While the City of Côte Saint-Luc was not responsible for the power failure itself we had a responsibility to communicate with you in a more effective manner yesterday.
The City of Côte Saint-Luc prides itself on its excellent customer service. The level of communication in this instance was not up to our standards or the standards we expect from contractors. In order to ensure that this lack of communication does not occur again (specifically in your area during the remainder of the construction schedule), the City will be taking appropriate action to ensure that we and our contractors communicate with you effectively.
The City of Côte Saint-Luc is committed to the health and safety of its residents. Under normal circumstances in the event of a power failure lasting as long as the one of yesterday, the City would have provided you with various amenities (i.e. bottled water, opening a suitable shelter, having personnel on site to answer your questions). We regret that this did not occur.
To ensure your safety and wellbeing during the balance of the work being done in your area, the City has taken the following measures:
· In the event a situation arises and residents contact our 24 hour dispatch service at 514-485-6960, appropriate city personnel will be notified and assigned to the situation as appropriate.
· Our Manager of Customer Service for the Public Works and Engineering Department, Beatrice Newman, is available to take your comments by phone at 514-485-6800, ext. 3002 or by email at email@example.com
· We will be in close communication with the contractor and the utility companies, in the unlikely event that another incident arises, to take immediate action.
We hope that this letter gives some comfort to you that the City is taking this matter very seriously and will do everything we can to improve our customer service during the duration of the construction work. Please accept the enclosed gift certificate as we know yesterday was a difficult day for you.
Anthony Housefather Mike Cohen
Mayor Councillor, District 2