BC Hydro Improves EV Charging Experience with ChargeHub Collaboration

For many EV charging networks, establishing and maintaining a direct line of communication with EV drivers is a significant challenge. Whether it’s sharing updates, responding to feedback, or simply staying in touch with users on the road, the gap between operators and drivers can impact the quality of the charging experience.

“ChargeHub gives us another way to connect directly with drivers, see what they’re experiencing in real time, and take action. That connection is incredibly valuable.”

— Aaran Ferguson

ChargeHub’s platform helps bridge the gap, offering networks a direct opportunity to engage with EV drivers. BC Hydro has fully adopted this tool to enhance its customer service by actively engaging with drivers in the comment sections of their charging locations. BC Hydro keeps users informed about planned maintenance and pricing changes. Their team also adds photos and detailed descriptions of charging locations to help drivers plan better and feel more confident on the road.

BC Hydro is committed to ensuring that EV charging is reliable, convenient, and affordable—the three core pillars that guide their approach. “Our role is to serve the public, and customer service is our core value. EV charging is no exception,” Ferguson adds.

Through its collaboration with ChargeHub, BC Hydro leverages driver feedback to stay closely connected to user needs and continuously improve the charging experience. It also capitalizes on these insights to enhance its network.

BC Hydro and ChargeHub share a common goal: accelerating the adoption of EVs, driven by open collaboration, shared values, and a unified vision for the future. 

“A strong partnership with ChargeHub means better communication with our customers, support across our three core pillars (reliable, convenient, and affordable charging), and network growth,” says Aaran Ferguson. “These elements are essential to delivering a seamless EV charging experience.”

ChargeHub’s platform connects BC Hydro to drivers, enabling specific feedback, faster responses, and greater transparency. “Not only do we get their real-world perspectives on a site-by-site basis,” Ferguson continues, “but we can provide early and ongoing notification of network updates that may impact their day-to-day charging experience. We’re looking to build on this further in the coming year to better engage with our customers.”

The benefits are mutual. "Collaborating with BC Hydro allows us to have a real impact on the driver experience," says Simon Ouellette, CEO of ChargeHub. "By working closely together and sharing information, we’re making EV charging more intuitive, reliable, and accessible for everyone." Together, we’re helping raise the standard for public EV charging and building a strong foundation for the future of electric mobility.

BC Hydro has no plans to slow down. Looking ahead and beyond, they’re planning a significant network expansion, increasing their public charging infrastructure from 500 to 800 charging ports, installing 350 kW and 400 kW ultra-fast DCFCs, rolling out NACS Tesla connectors, and exploring charging solutions for medium and heavy-duty vehicles.

On the collaboration side, BC Hydro and ChargeHub will continue to collaborate to refine the driver experience and promote even greater adoption of EVs in British Columbia and across Canada.