Bullying over bill payment might backfire

By Toronto Star


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Customers are watching their bills during the recession. And companies are going on the offensive to enforce prompt payment.

But disputes often get aggravated when outsourced call centres try to handle billing complaints.

Take Deana Malcolm, who had to disconnect both her household iPhones because of frustration with Rogers.

Though she had a long-distance plan and hadn't used up the minutes, she kept getting billed for extra calls.

She found herself correcting the same billing errors for six months in a row.

"We are not able to complain to a supervisor at Rogers," Malcolm wrote.

"Each month, we are at the mercy of the employees at a call centre."

Her final bill of $1,723 had early cancellation fees, late payment fees and long-distance charges that should have been covered by her monthly plan.

After contacting me, Malcolm's cancellation fees were waived. And the final bill was wiped out once all the credits were applied properly.

Zoe Knox was frustrated trying to get her mother out of a satellite TV deal with Bell Canada.

Her Ukrainian-born mother, who's in her 80s, decided to switch from cable when she saw a Bell kiosk in her seniors' residence.

"The sales rep needed a credit card or phone number to set up the contract. My mother has no credit card and was asked for her birthday, which she could not remember.

"She gave her hospital ID card, which had a phone number on it, and so the account was set up.

"Now I have a contract for two years and the penalty for cancellation is $150," says Knox, who handles the bills.

Her mother couldn't use the new satellite TV system, as she was becoming more forgetful.

Knox cancelled the contract, but couldn't get Bell to cancel the fee.

She argued that giving a phone number shouldn't be enough to serve as consent.

"Above my mother's signature, it states that she read the terms on the back. My mother's vision is not 100 per cent and she cannot read English. And I could not see any mention of a two-year obligation in the terms."

Bell spokesperson Jazon Laszlo promised to deal with this complaint.

Soon after, I heard from Knox that the contract had been voided.

Peter Collins was getting calls from Direct Energy, saying he owed $71.93 for breaking his five-year contract.

Since he had moved to a condo where gas was already supplied – and since Direct Energy has a policy not to charge cancellation fees in such a case – he supplied proof of moving, as requested.

Despite several attempts to prove he had moved, he found himself fielding calls from a collection agency.

"Mr. Collins did contact us to let us know he was moving," said Lisa Frizzell, a Direct Energy spokesperson.

"When we received the documentation we requested, it was not processed correctly. This was an unfortunate error on our part.

"We are sorry for the inconvenience he experienced."

I often get emails from people who said they looked for an ombudsman at Bell, Rogers or Direct Energy and found my name.

I'm sad to see these companies bully customers for payments when their billing systems and call centres are prone to making errors.

Maybe in a recession, they will finally realize they have to treat customers with respect or risk losing them forever.

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Wasteful air conditioning adds $200 to summer energy bills, reveals BC Hydro

BC Hydro Air Conditioning Efficiency Tips help cut energy bills as HVAC use rises. Avoid inefficient portable AC units, set thermostats near 25 C, use fans and window shading, and turn systems off when unoccupied.

 

Key Points

BC Hydro's guidelines to lower summer power bills by optimizing A/C settings, fans, shading, and usage habits at home.

✅ Set thermostats to 25 C; switch off A/C when away

✅ Prefer fans and window shading; close doors/windows in heat

✅ Avoid multiple portable A/C units; choose efficient HVAC

 

BC Hydro is scolding British Columbians for their ineffective, wasteful and costly use of home air conditioners.

In what the electric utility calls “not-so-savvy” behaviour, it says many people are over-spending on air conditioning units that are poorly installed or used incorrectly.

"The majority of British Columbians will spend more time at home this summer because of the COVID-19 pandemic," BC Hydro says in a news release about an August survey of customers.

"With A/C use on the rise, there is evidence British Columbians are not cooling down efficiently, leading to higher summer electricity bills, as extreme heat boosts U.S. bills too this summer."

BC Hydro estimates some customers are shelling out $200 more on their summer energy bills than they need to during a record-breaking 2021 demand year for electricity.

The pandemic is compounding the demand for cool, comfortable air at home. Roughly two in five British Columbians between the ages of 25 and 50 are working from home five days a week.

However, it’s not just COVID-19 that is putting a strain on energy consumption and monthly bills, with drought affecting generation as well today.

About 90 per cent of people who use an air conditioner set it to a temperature below the recommended 25 Celsius, according to BC Hydro.

In fact, one in three people have set their A/C to the determinedly unseasonable temperature of 19 C.

Another 30 per cent are using more than one portable air conditioning unit, which the utility says is considered the most inefficient model on the market, and questions remain about crypto mining electricity use in B.C. today.

The use of air conditioners is steadily increasing in B.C. and has more than tripled since 2001, according to BC Hydro, with all-time high demand also reported in B.C. during recent heat waves. The demand for climate control is particularly high among condo-dwellers since apartments tend to trap heat and stay warmer.

This may explain why one in 10 residents of the Lower Mainland has three portable air conditioning units, and elsewhere Calgary's frigid February surge according to Enmax.

In addition, 30 per cent of people keep the air conditioning on for the sake of their pets while no one is home.

BC Hydro makes these recommendations to save energy and money on monthly bills while still keeping homes cooled during summer’s hottest days, and it also offers a winter payment plan to help manage costs:

Cool homes to 25 C in summer months when home; air conditioning should be turned off when homes are unoccupied.
In place of air conditioning, running a fan for nine hours a day over the summer costs $7.
Shading windows with drapes and blinds can help insulate a home by keeping out 65 per cent of the heat.
If the temperature outside a home is warmer than inside, keep doors and windows closed to keep cooler air inside.
Use a microwave, crockpot or toaster oven to avoid the extra heat produced by larger appliances, such as an oven, when cooking. Hang clothes to dry instead of using a dryer on hot days.

 

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Japan's power demand hit by coronavirus outbreak: industry head

Japan Power Demand Slowdown highlights reduced electricity consumption as industrial activity stalls amid the coronavirus pandemic, pressuring utilities, the grid, and manufacturing, with economic impacts monitored by Chubu Electric and the federation of electric utilities.

 

Key Points

A drop in Japan's electricity use as industrial activity slows during the coronavirus pandemic, pressuring utilities.

✅ Industrial slowdown cuts electricity consumption

✅ Utilities monitor grid stability and demand trends

✅ Pandemic-linked economic risks weigh on power sector

 

Japan's power demand has been hit by a slowdown in industrial activity due to the coronavirus outbreak, reflecting broader shifts in electricity demand worldwide, Japanese utilities federation's head said on Friday, without giving specific figures.

Electricity load profiles during lockdowns revealed changes in daily routines, as shown by lockdown electricity data across multiple regions.

Analysts have identified key shifts in U.S. electricity consumption patterns that mirror industrial slowdowns.

"We are closely watching development of the pandemic, underscoring the need for electricity during such crises, as further reduction in corporate and economic activities would lead to serious impacts," Satoru Katsuno, the chairman of Japan's federation of electric utilities and president of Chubu Electric Power Co Inc, told a news conference.

In parallel, the power industry has intensified coordination with federal partners to sustain grid reliability and protect critical workers.

Some governments, including Brazil, considered emergency loans for the power sector to stabilize utilities amid revenue pressures.

Consumer advocates warned that pandemic-related electricity shut-offs and bill burdens could exacerbate energy insecurity for vulnerable households.

 

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The Haves and Have-Nots of Electricity in California

California Public Safety Power Shutoffs highlight wildfire prevention as PG&E outages disrupt schools, businesses, and rural communities, driving generator use, economic hardship, and emergency preparedness across Northern California during high-wind events.

 

Key Points

Utility outages to reduce wildfire risk during extreme winds, impacting homes and businesses in high-risk California.

✅ PG&E cuts power during high winds to prevent wildfires

✅ Costs rise for generators, fuel, batteries, and spoiled food

✅ Rural, low-income communities face greater economic losses

 

The intentional blackout by California’s largest utility this week put Forest Jones out of work and his son out of school. On Friday morning Mr. Jones, a handyman and single father, sat in his apartment above a tattoo parlor waiting for the power to come back on and for school to reopen.

“I’ll probably lose $400 or $500 dollars because of this,” said Mr. Jones, who lives in the town of Paradise, which was razed by fire last year and is slowly rebuilding. “Things have been really tough up here.”

Millions of people were affected by the blackout, which spanned the outskirts of Silicon Valley to the forests of Humboldt County near the Oregon border. But the outage, which the power company said was necessary to reduce wildfire risk across the region, also drew a line between those who were merely inconvenienced and those who faced a major financial hardship.

To have the lights on, the television running and kitchen appliances humming is often taken for granted in America, even as U.S. grid during coronavirus questions persisted. During California’s blackout it became an economic privilege.

The economic impacts of the shut-off were especially acute in rural, northern towns like Paradise, where incomes are a fraction of those in the San Francisco Bay Area.

Both wealthy and poorer areas were affected by the blackout but interviews across the state suggested that being forced off the grid disproportionately hurt the less affluent. One family in Humboldt County said they had spent $150 on batteries and water alone during the shutdown.

“To be prepared costs money,” Sue Warhaftig, a massage therapist who lives in Mill Valley, a wealthy suburb across the Golden Gate Bridge from San Francisco. Ms. Warhaftig spent around two days without electricity but said she had been spared from significant sacrifices during the blackout.

She invested in a generator to keep the refrigerator running and to provide some light. She cooked in the family’s Volkswagen camper van in her driveway. At night she watched Netflix on her phone, which she was able to charge with the generator. Her husband, a businessman, is in London on a work trip. Her two sons, both grown, live in Southern California and Seattle.

“We were inconvenienced but life wasn’t interrupted,” Ms. Warhaftig said. “But so many people’s lives were.

Pacific Gas & Electric restored power to large sections of Northern California on Friday, including Paradise, where the electricity came back on in the afternoon. But hundreds of thousands of people in other areas remained in the dark. The carcasses of burned cars still littered the landscape around Paradise, where 86 people died in the Camp Fire last year, some of them while trying to escape.

Officials at power company said that by Saturday they hoped to have restored power to 98 percent of the customers who were affected.

The same dangerous winds that spurred the shut-off in Northern California have put firefighters to work in the south. The authorities in Los Angeles County ordered the evacuation of nearly 100,000 people on Friday as the Saddleridge Fire burned nearly 5,000 acres and destroyed 25 structures. The Sandalwood Fire, which ignited Thursday in Riverside County, had spread to more than 800 acres and destroyed 74 structures by Friday afternoon.

While this week’s outage was the first time many customers in Northern California experienced a deliberate power shut-off, residents in and around Paradise have had their power cut four times in recent months, residents say.

Many use a generator, but running one has become increasingly expensive with gasoline now at more than $4 a gallon in California.

On Friday, Dennis and Viola Timmer drove up the hill to their home in Magalia, a town adjacent to Paradise, loaded with $102 dollars of gasoline for their generators. It was their second gasoline run since the power went out Tuesday night.

The couple, retired and on a fixed income after Mr. Timmer’s time in the Navy and in construction, said the power outage had severely limited their ability to do essential tasks like cooking, or to leave the house.

“You know what it feels like? You’re in jail,” said Ms. Timmer, 72. “You can’t go anywhere with the generators running.”

Since the generators are not powerful enough to run heat or air conditioning, the couple slept in their den with an electric space heater.

“It’s really difficult because you don’t have a normal life,” Ms. Timmer said. “You’re trying to survive.”

To be sure, the shutdown has affected many people regardless of economic status, and similar disruptions abroad, like a London power outage that disrupted routines, show how widespread such challenges can be. The areas without power were as diverse as the wealthy suburbs of Silicon Valley, the old Gold Rush towns of the Sierra Nevada, the East Bay of San Francisco and the seaside city of Arcata.

Ms. Cahn’s cellphone ran out of power during the blackout and even when she managed to recharge it in her car cell service was spotty, as it was in many areas hit by the blackout.

Accustomed to staying warm at night with an electric blanket, Ms. Cahn slept under a stack of four blankets.

“I’m doing what I have to do which is not doing very much,” she said.

Further south in Marin City, Chanay Jackson stood surrounded by fumes from generators still powering parts of the city.

She said that food stamps were issued on the first of the month and that many residents who had to throw away food were out of luck.

“They’re not going to issue more food stamps just because the power went out,” Ms. Jackson said. “So they’re just screwed until next month.”

Strong winds have many times in the past caused power lines to come in contact with vegetation, igniting fires that are then propelled by the gusts, and hurricanes elsewhere have crippled infrastructure with Louisiana grid rebuild after Laura according to state officials. This was the case with the Camp Fire.

Since higher elevations had more extreme winds many of the neighborhoods where power was turned off this week were in hills and canyons, including in the Sierra Nevada.

The shut-off, which by one estimate affected a total of 2.5 million people, has come under strong criticism by residents and politicians, and warnings from Cal ISO about rolling blackouts as the power grid strained. The company’s website crashed just as customers sought information about the outage. Gov. Gavin Newsom called it unacceptable. But his comments were nuanced, criticizing the way the shut-off was handled, not the rationale for it. Mr. Newsom and others said the ravages of the Camp Fire demanded preventive action to prevent a reoccurrence.

Yet the calculus of trying to avoid deadly fires by shutting off power will continue to be debated as California enters its peak wildfire season, even as electricity reliability during COVID-19 was generally maintained for most consumers.

In the city of Grass Valley, Matthew Gottschalk said he and his wife realized that a generator was essential when they calculated that they had around $500 worth of food in their fridge.

“I don’t know what we would have done,” said Mr. Gottschalk, whose power went out Tuesday night.

His neighbors are filling coolers with ice. Everyone is hoping the power will come back on soon.

“Ice is going to run out and gas is going to run out,” he said.

 

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Shocking scam: fraudster pretending to be from BC Hydro attempts to extort business

BC Hydro Bitcoin Scam targets small businesses with utility impersonation, call spoofing, and disconnection threats, demanding prepaid cards, cash cards, or bitcoin. Learn payment policies and key warning signs to avoid costly power shutoffs.

 

Key Points

A phone fraud where impostors threaten power disconnection and demand immediate payment via bitcoin or prepaid cards.

✅ Demands bitcoin, cash cards, or prepaid credit within minutes

✅ Uses caller ID spoofing and utility impersonation tactics

✅ BC Hydro never takes bitcoin or prepaid cards for bills

 

'I've gotta give him very high marks for being a good scammer,' says almost-fooled business owner

It's an old scam with a new twist.

Fraudsters pretending to be BC Hydro representatives are threatening to disconnect small business owners' power, mirroring Toronto Hydro scam warnings recently, unless they send in cash cards, prepaid credit cards or even bitcoin right away.

Colin Mackintosh, owner of Trans National Art in Langley, B.C., said he almost was fooled by one such scammer.

It was just before quitting time on Thursday at his shop when he got an unpleasant phone call.

"The phone rings. My partner hands me the phone and this fellow says to me that he's outside, he works with BC Hydro and he has a disconnect notice," Mackintosh said.

The caller, Mackintosh said, claimed that if an immediate payment wasn't made they'd cut off the company's power.

'Very well done'

BC Hydro says the scam has been around for a while, and amid commercial power use during COVID-19 in B.C., demanding payment in bitcoin is a new wrinkle.

Fraudsters mostly target small businesses because losing their power for a day or two would be a huge financial hit, a spokesperson said.

Mackintosh said the scammer knew all about the business. His number even showed up as BC Hydro on the call display, and the utility has faced scrutiny in a regulator report unrelated to such scams.

"He had all the answers to every question I seemed to have for him.  Very professional. Very well done. I've gotta give him very high marks for being a good scammer," Mackintosh said.

The caller demanded Mackintosh make an immediate payment at the nearest BC Hydro kiosk. Mackintosh was directed to drive to a certain address to make the payment.

He was ready to pay hundreds of dollars but when he got to the address, there was no kiosk: just a tire shop and inside something that looked like a cash machine but was actually a bitcoin ATM.

"At the very top of it, in little letters, it said 'Bit Coin,'" Mackintosh said. "As soon as I saw those two words, I told him in two expressive words what I thought of him and I hung up the phone."

 

Scam increasing

BC Hydro spokesperson Mora Scott said fraudsters target small businesses because their livelihoods depend on power, and customers face pressures highlighted in a deferred costs report as well.

"Fraudsters will reach out to our customers pretending to be B.C. Hydro representatives," said Scott.

"They'll demand an immediate payment or they'll disconnect their power. This did start to surface around 2015 but we have seen an increase recently."

Scott said that BC Hydro will never ask for banking information over the phone and does not accept cash card, prepaid credit cards or bitcoin as payment, and customers can consult BC Hydro bill relief for legitimate assistance.

 

 

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Emissions rise 2% in Australia amid increased pollution from electricity and transport

Australia's greenhouse gas emissions rose in Q2 as electricity and transport pollution increased, despite renewable energy growth. Net zero targets, carbon dioxide equivalent metrics, and land use changes underscore mixed trends in decarbonisation.

 

Key Points

About 499-500 Mt CO2-e annually, with a 2% quarterly rise led by electricity and transport.

✅ Q2 emissions rose to 127 Mt from 124.4 Mt seasonally adjusted

✅ Electricity sector up to 41.6 Mt; transport added nearly 1 Mt

✅ Land use remains a net sink; renewables expanded capacity

 

Australia’s greenhouse gas emissions rose in the June quarter by about 2% as pollution from the electricity sector and transport increased.

Figures released on Tuesday by the Morrison government showed that on a year to year basis, emissions for the 12 months to last June totalled 498.9m tonnes of carbon dioxide equivalent. That tally was down 2.1%, or 10.8m tonnes compared with the same period a year earlier.

However, on a seasonally adjusted quarterly basis, emissions increased to 127m tonnes, or just over 2%, from the 124.4m tonnes reported in the March quarter. For the year to March, emissions totalled 494.2m tonnes, underscoring the pickup in pollution in the more recent quarter even as global coal power declines worldwide.

A stable pollution rate, if not a rising one, is also implied by the government’s release of preliminary figures for the September quarter. They point to 125m tonnes of emissions in trend terms for the July-September months, bringing the year to September total to about 500m tonnes, the latest report said.

The government has made much of Australia “meeting and beating” climate targets. However, the latest statistics show mostly emissions are not in decline despite its pledge ahead of the Glasgow climate summit that the country would hit net zero by 2050, and AEMO says supply can remain uninterrupted as coal phases out over the next three decades.

“Nothing’s happening except for the electricity sector,” said Hugh Saddler, an honorary associate professor at the Australian National University. Once Covid curbs on the economy eased, such as during the current quarter, emission sources such as from transport will show a rise, he predicted.

Falling costs for new wind and solar farms, with the IEA naming solar the cheapest in history worldwide, are pushing coal and gas out of electricity generation, as well as pushing down power prices. In seasonally adjusted terms, though, emissions for that sector rose from 39.7m tonnes the March quarter to 41.6m in the June one.

Most other sectors were steady, with pollution from transport adding almost 1m tonnes in the June quarter.

On an annual basis, a 500m tonnes tally is the lowest since records began in the 1990s, and IEA reported global emissions flatlined in 2019 for context. That lower trajectory, though, is lower due much to the land sector remaining a net sink even as some experts raise questions about the true trends when it comes to land clearing.

According to the government, this sector – known as land use, land-use change and forestry – amounted to a net reduction of emissions of 24.4m tonnes, or almost negative 5% of the national total, in the year to June.

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“The magnitude of this net sink has decreased by 0.6% (0.2 Mt CO2-e) on the previous 12 months due to an increase in emissions from agricultural soils, partially offset by a continuing decline in land clearing emissions,” the latest report said.

For its part, the government also touted the increase of renewable energy, as seen in Canada's electricity progress too, as central to driving emissions lower.

“Since 2017, Australia’s consumption of renewable energy has grown at a compound annual rate of 4.6%, with more than $40bn invested in Australia’s renewable energy sector,” Angus Taylor, the federal energy minister said, while UK net zero policy changes show a different approach. “Last year, Australia deployed new solar and wind at eight times the global per capita average.”

ANU’s Saddler said the main driver had been the 2020 Renewable Energy Target that the Coalition government had cut, and had anyway been implemented “a very considerable time ago”.

Tim Baxter, the Climate Council’s senior researcher, said “the time for leaning on the achievements of others is long since past”.

“We need a federal government willing to step up on emissions reductions and take charge with real policy, not wishlists,” he said, referring to the government’s net zero plan to rely on technologies to cut pollution in pursuit of a sustainable electric planet in practice, some of which don’t exist now.

 

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California Gets $500M to Upgrade Power Grid

California Grid Modernization Funding will upgrade transmission and distribution, boost grid resilience, enable renewable energy integration, expand energy storage, and deploy smart grid controls statewide with over $500 million in federal infrastructure investment.

 

Key Points

Federal support to harden California's grid, integrate renewables, add storage, and deploy smart upgrades for reliability.

✅ Strengthens transmission and distribution for wildfire and heat resilience

✅ Integrates solar and wind with storage and advanced grid controls

✅ Deploys smart meters, DER management, and modern cybersecurity

 

California has recently been awarded over $500 million in federal funds to significantly improve and modernize its power grid. This substantial investment marks a pivotal step in addressing the state’s ongoing energy challenges, enhancing grid resilience, and supporting its ambitious climate goals. The funding, announced by federal and state officials, is set to bolster California’s efforts to upgrade its electrical infrastructure, integrate renewable energy sources, and ensure a more reliable and sustainable energy system for its residents.

California's power grid has faced numerous challenges in recent years, including extreme weather events, high energy demand, and an increasing reliance on renewable energy sources. The state's electrical infrastructure has struggled to keep pace with these demands, leading to concerns about reliability, efficiency, and the capacity to handle new energy technologies. The recent federal funding is a critical component of a broader strategy to address these issues and prepare the grid for future demands.

The $500 million in federal funds is part of a larger initiative to support energy infrastructure projects across the United States, including a Washington state grant that strengthens regional infrastructure. The investment aims to modernize aging grid systems, improve energy efficiency, and enhance the integration of renewable energy sources. For California, this funding represents a significant opportunity to address several key areas of concern in its power grid.

One of the primary objectives of the funding is to enhance the resilience of the power grid. California has experienced a series of extreme weather events, including wildfires and heatwaves, driven in part by climate change impacts across the U.S., which have put considerable strain on the electrical infrastructure. The new investment will support projects designed to strengthen the grid’s ability to withstand and recover from these events. This includes upgrading infrastructure to make it more robust and less susceptible to damage from natural disasters.

Another key focus of the funding is the integration of renewable energy sources. California is a leader in the adoption of solar and wind energy, and the state has set ambitious goals for increasing its use of clean energy. However, integrating these variable energy sources into the grid presents technical challenges, including ensuring a stable and reliable power supply. The federal funds will be used to develop and deploy advanced technologies that can better manage and store renewable energy, such as battery storage systems, improving the overall efficiency and effectiveness of the grid.

In addition to resilience and renewable integration, the funding will also support efforts to modernize grid infrastructure. This includes upgrading transmission and distribution systems, implementing smarter electricity infrastructure and smart grid technologies, and enhancing grid management and control systems. These improvements are essential for creating a more flexible and responsive power grid that can meet the evolving needs of California’s energy landscape.

The investment in grid modernization also aligns with California’s broader climate goals. The state has set targets to reduce greenhouse gas emissions and increase the use of clean energy sources as it navigates keeping the lights on during its energy transition. By improving the power grid and supporting the integration of renewable energy, California is making progress toward achieving these goals while also creating jobs and stimulating economic growth.

The allocation of federal funds comes at a crucial time for California. The state has faced significant challenges in recent years, including power outages, energy reliability issues, and increasing energy costs that make repairing California's grid especially complex today. The new funding is expected to address many of these concerns by supporting critical infrastructure improvements and ensuring that the state’s power grid can meet current and future demands.

Federal and state officials have expressed strong support for the funding and its potential impact. The investment is seen as a major step forward in creating a more resilient and sustainable energy system for California. It is also expected to serve as a model for other states facing similar challenges in modernizing their power grids and integrating renewable energy sources.

The federal funding is part of a broader push to address infrastructure needs across the country. The Biden administration has prioritized investment in energy infrastructure, including a $34 million DOE initiative supporting grid improvements, as part of its broader agenda to combat climate change and build a more sustainable economy. The funding for California’s power grid is a reflection of this commitment and an example of how federal resources can support state and local efforts to improve infrastructure and address pressing energy challenges.

In summary, California’s receipt of over $500 million in federal funds represents a significant investment in the state’s power grid. The funding will support efforts to enhance grid resilience, integrate renewable energy sources, and modernize infrastructure. As California continues to face challenges related to extreme weather, energy reliability, and climate goals, this investment will play a crucial role in building a more reliable, efficient, and sustainable energy system. The initiative also highlights the importance of federal support in addressing infrastructure needs and advancing environmental and economic goals.

 

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