Utilities Consumer Advocate (UCA) Regulation
Vulnerable customers —such as the elderly or physically challenged—are especially at risk if they are disconnected and cannot heat their homes during the winter. This Regulation gives the UCA authority to indirectly collect, use and share customer information to retain or restore utility service, or resolve disputes.
Information sharing
Retailers share the following customer information with the UCA:
- Type of disconnected utility (e.g. electricity or natural gas)
- Your name, account number, phone number, service and mailing address
- Additional contacts that may be on the account and their phone number(s) if available
- Date services were disconnected and the total charges still owing
Reasons for sharing information
With your information, the UCA can try to:
- Assist you if you’ve been disconnected at the start of winter
- Mediate a potential resolution with your energy service provider
- Offer to help arrange for reconnection of service, if possible
- Provide financial assistance information if needed
Personal information protection
The UCA can use your information only to help you keep or reconnect your power or gas, or to settle disputes. Alberta law requires all parties to protect personal information.