John McKiernan, Manager of Utilities, presented a Request for Decision to Kneehill County Council during the August 25, 2026 Regular Meeting of Council. Mr. McKiernan informed Council that “A ratepayer who uses County Bulk Water Stations has disputed charges applied to their bulk water account. The account holder has advised that the disputed transactions were not completed or authorized by them and has requested that the related invoice charges be reviewed.” The disputed charges amount to $506.37.
The water user had two water accounts: a historical account and the currently used account. Some kind of error had occurred- a touchscreen malfunction- which caused the unauthorized charges. Mr. McKiernan notes, “Administration was unable to determine the original User ID or password used to access the bulk water station before the account number was cleared and the transaction registered as Account “0”. The reason the affected user’s former account was linked to Account “0” remains unknown. As a result, while the system confirms that water was dispensed, Administration cannot conclusively identify who completed the transactions or attribute the disputed usage to the account holder.”
Digital Planet, the consultant supporting the Bulk Water Station Software, has now modified the software to detect an “Account 0” charge, which will cancel the transaction before water is dispensed and will require the user to log in again.
To support their recommendation to cancel the charges, Administration noted:
“No payment has been received on the account since November 21, 2025, and no new transactions occurred until May 2026.
The account holder’s usual bulk water site in 2025 was the Trochu site, while the disputed 2026 transactions were electronically linked to the Churchill site.
Historical usage data indicates that dispensed water volume generally did not exceed 2.18 m3 per transaction in 2025.
The disputed 2026 transactions range from 1.26 m3 to 20.15 m3 per transaction.”
Deputy Reeve Hoppins wondered whether other users may have incorrect charges on their bills; Mr. McKiernan said that it was possible but that Administration has not been notified of any other concerns.
CAO Theresa Cochran shared that bulk water system upgrades will return to Council soon, as Administration knows the system is problematic and wants to find a better way forward. The County has received grant funding which will be put toward upgrades through a Request for Proposal process.
Council unanimously approved the motion, “That Council directs Administration to cancel the disputed bulk water transactions totalling $506.37 for May and June 2026 from the affected bulk water account.”