In cases where rates have not been reviewed regularly, the utility could experience a deficit. If a deficit should occur, the utility is required to seek the approval of the Board through an application process for the recovery of the deficit amount. In addition, late reviews can also result in large rate increases for customers caused because a utility needs to “catch up” for years of rate inadequacy. This is considered rate shock and could be straining on the utilities' ratepayers.

The Utility is responsible for dealing with its customers/ratepayers, including the handling of complaints. It is expected that in the vast majority of cases, disputes will be resolved between the customer and the utility. Only in rare occasions should customer complaints be escalated to the Board.

For additional information regarding water and/or wastewater utilities regulatory standards please consult the Public Utilities Board of Manitoba Guidelines in the reference section below.