Official Statement: Recent emails on Flow Service Calls & Security Concerns

There were several emails circulating recently about persons purporting to be Flow employees, contacting customers with details of their service and visiting their homes to complete service calls. We are aware of these allegations and are very concerned about the safety and well being of our customers, and the privacy of customer information. Full investigations were conducted on each situation brought to our attention and we were able to confirm that our Audit Department did, in fact, schedule visits to these customers; these were legitimate Flow service calls. However, we also recognized that these calls were NOT noted on the system on the respective customer account, thus leading to inconsistencies in communication to customers on the legitimacy of the service call when contact was made to our Customer Care Centre. We have since implemented procedures to ensure that notes are placed on the system for ALL service visits, including those scheduled by our Audit Department. This will prevent future miscommunications and understandable concerns by customers when faced with conflicting information by Flow representatives. Flow has and will continue to take any measure necessary to guarantee the safety of our customers. Please be advised that ALL Flow technicians are required to wear Flowbranded attire and are issued Flow identification badges. BEFORE allowing any Flow representative access to your home, we encourage you to request identification from the employee. If you are still not comfortable on the legitimacy of the employee, please contact our Customer Care Centre at 223-FLOW (3569) for verification. Call Centre representatives can be contacted Monday to Sunday between the hours of 8am and 8pm. I take this opportunity to reassure you that Flow has and will continue to take our customers’ safety into full regard and will take all precautions necessary to ensure same. We thank you for your understanding.