Scheduled maintenance: The customer portal and mobile app will be unavailable Sunday, 30 August, 1:00–5:00 a.m. Phone support remains available for outage reporting.
Kettle Valley Power generates, transmits and distributes electricity to residential, commercial and industrial customers across the Kettle Valley and Bridger Basin service territory.
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We are a regulated utility. Our rates, service standards and capital plans are approved by the Provincial Energy Board.
Kettle Valley Power has served the region for more than a century. Today we operate one of the largest distribution networks in the province, alongside a generation portfolio that includes hydroelectric, natural gas and a growing renewable component.
Our current focus is on grid resilience, wildfire mitigation in the upper valley, and modernizing how customers interact with us across phone, web and mobile channels.
We know that when something goes wrong, our customers want an answer quickly and in one place. Our Customer Experience Modernization program is a multi-year effort to simplify how service requests, billing enquiries and outage reporting are handled across all our channels.
Newsroom
The application includes proposed service quality commitments covering call answer times, first-contact resolution and digital channel availability.
Work continues on unifying service request handling across the contact centre, portal and mobile app.
The virtual agent, introduced in 2023, now handles a growing share of routine customer enquiries.
About us
From four towns and a single generating station to 1.4 million customer accounts across two regions.
Kettle Valley Light & Power was incorporated in 1921 to supply electricity to four valley towns from a single hydroelectric station at Marten Falls. For its first four decades the company operated as a municipally owned utility with a service area that changed very little.
Growth came through acquisition. The Bridger Basin Rural Electric Co-operative was absorbed in 1968, followed by Cranmore Light & Water in 1974. Both additions brought new customers, new territory, and separate billing and service records that were maintained independently for many years.
Provincial energy sector reform in 1998 separated generation, transmission and retail functions across the industry. The company was reorganized and renamed Kettle Valley Power, taking on its current regulated retail obligations. The restructuring established the customer account structure the company still operates under today.
Kettle Valley Power launched its online customer portal in 2016 and its mobile application in 2019. The KV Assist virtual agent followed in 2023. In 2019 the company began a Customer Systems Renewal program intended to replace its core billing platform; the program was paused in 2020 following a review, and elements of its scope were subsequently folded into other initiatives.
Today the company's Customer Experience Modernization program is focused on bringing consistency to the customer's experience across phone, web and mobile.
Kettle Valley Power serves the Kettle Valley region and, following the 1968 acquisition, the Bridger Basin. The territory covers approximately 94,000 square kilometres, ranging from dense urban distribution in the lower valley to long rural feeders in the upper basin.
Leadership
Our executive team is accountable to the Board of Directors and, through our regulated obligations, to the customers we serve.
Appointed 2021. Previously Chief Operating Officer. Twenty-six years with Kettle Valley Power, beginning in transmission planning.
Appointed 2024. Joined from the telecommunications sector, where she led customer operations for a national carrier. Accountable for customer operations, field services and the Customer Experience Modernization program.
Appointed 2019. Leads finance, regulatory affairs and the company's rate application process.
Appointed 2021. Responsible for technology strategy, cyber security and the company's application portfolio.
Twenty-eight years with Kettle Valley Power. Leads the customer contact centre, billing operations and credit services.
Joined 2020. Owns the customer portal, mobile application and KV Assist virtual agent.
Leads distribution and transmission operations, outage response and the wildfire mitigation program.
Leads human resources, labour relations and the company's safety management system.
Newsroom
Media enquiries: media@kettlevalleypower.example
Kettle Valley Power has filed its 2027–2029 general rate application with the Provincial Energy Board. The application sets out proposed capital investment in grid resilience and wildfire mitigation, and includes service quality commitments covering call answer times, first-contact resolution and digital channel availability. The Board is expected to convene hearings in early 2027. Written intervenor submissions are due 30 October 2026.
The second phase of the Customer Experience Modernization program is now underway, with a focus on unifying how service requests are captured and resolved across the contact centre, customer portal and mobile application. "Our customers should not have to explain their situation twice," said Dana Okonkwo, Chief Operating Officer. "That is the standard we are holding ourselves to." The program is expected to run through 2027.
KV Assist, the company's virtual agent, has handled more than one million customer conversations since its introduction in 2023. The assistant is available around the clock through the customer portal and mobile application, and supports enquiries including balance checks, outage status and payment arrangements. Enquiries that cannot be resolved by KV Assist are directed to the customer contact centre during operating hours.
Following the 24 January windstorm, Kettle Valley Power crews restored service to approximately 61,000 affected customers over a four-day period. The company thanks customers for their patience and acknowledges that call volumes during the event exceeded the capacity of its contact centre, resulting in extended wait times.
Kettle Valley Power is extending its vegetation management and pole replacement program into the upper valley, covering an additional 1,900 kilometres of distribution line over three years.
Kettle Valley Power has appointed Dana Okonkwo as Chief Operating Officer, effective 1 April 2024. Ms. Okonkwo joins from the telecommunications sector, where she led customer operations for a national carrier. "Dana brings an outside perspective on what customers now expect from any service provider, and a track record of delivering it," said Marcus Hale, President and Chief Executive Officer. Ms. Okonkwo assumes accountability for customer operations, field services and the company's customer-facing technology roadmap.
Kettle Valley Power has completed its review of the Customer Systems Renewal program and will pause further implementation work at this time. Elements of the program's scope will be reassessed and, where appropriate, incorporated into future initiatives. The company remains committed to improving the customer experience and will continue to invest in its existing customer systems.