Frequently Asked Questions
The Utilities Consumer Advocate (UCA) is here to help you navigate Alberta's utility industry. Here are some answers to common questions our team receives, just click on the category!
How the Mediation Team Can Help
Changes in Alberta's Utility Market
Setting Up Utilities
Are all retailers available to all Albertans?
No.
Retailer availability will depend on your location in the province. Those living in larger centres typically have more retailers available to them.
Some Albertans in rural communities are served by a Rural Electrification Association or Natural Gas Co-Op.
If you want to see retailers available in your area, check out the UCA’s Cost Comparison Tool. Here you can take a look at all the available rates and additional fees that may be included. Please note that some utility companies will have a town or city in the name, but they serve areas outside of that region.
What is the best utility company for me?
Everyone’s needs are different, and a lot of factors determine your full billing cost besides just the rate.
The UCA’s Cost Comparison Tool allows you to look at all the available rates and additional fees that may be included.
If you need additional help, do not hesitate to contact one of our mediation officers. You can call us toll free at 310-4822 or email ucahelps@gov.ab.ca.
Why are there so many options?
The Alberta utilities market is unique in that Albertan's have both competitive and regulated options to be their electricity and natural gas provider.
You can head here to learn about your different options.
If you need help, please feel free to give our mediation team a call at 310-4822 or email us at UCAhelps@gov.ab.ca.
How many retailers are there in Alberta?
The number of utility companies does vary, but there are around 50 competitive retailers currently and eight regulated rate providers.
You can head here to learn about your different options.
What is the average usage per month for Albertans?
Typically Albertan household use around 600 kWh of electricity, 10 GJ of natural gas and around 20, 000 L of water. These numbers do vary based upon season, higher usage of electricity in the Winter and Summer, higher usage of natural gas during the Winter and higher usage of water during the Spring and Summer.
These numbers may not reflect your personal household use either. You household usage will change due to a number of factors such as the seasons, the number of people in your home, specific living situations (such as medical equipment), holidays, and emergencies (such a water leak). Check out our tips on how to reduce your utility usage.
Can Albertans choose their water provider?
No.
Water retailers are determined by where customers are located in the province.
Rates
What’s the difference between the regulated rate, a fixed rate, and a variable rate?
Albertan’s have a choice between a regulated rate, a fixed rate and a variable rate.
The regulated rate for electricity is known as the Rate of Last Resort (RoLR). This has replaced the Regulated Rate Option. The RoLR is approved by the Alberta Utilities Commission (AUC) and will remain stable until December 31, 2026.
The regulated rate for natural gas is known as the Default Rate Tariff (DRT). The rate fluctuates and is approved monthly by the AUC.
A fixed rate is a set rate for the length of your contract. The rate will not change month-to-month; however, your bill may be different each month due to fluctuations in usage.
A variable rate (also sometimes referred to as a floating rate) is electricity or natural gas being sold at wholesale market prices plus a transaction fee (per kWh or GJ).
What is the current regulated rate?
The UCA updates our website with the approved rates regularly.
How can I tell if I am on the regulated rate?
The easiest way for customers to tell if they are on the regulated rate is by checking their utility bill.
The bill will be labelled with one of the following words: Rate of Last Resort, RoLR, Regulated Rate, Default Rate, DRT or Default Rate Tariff.
If you still can't tell, you can also compare the rate by looking at the rate on your bill versus the current regulated rate.
Who approves the rates?
The regulated rates are approved by the AUC.
Competitive retailers do not need approval for their rates.
How can I view the historic rates?
The historic rates are available here.
Distribution and Transmission
What is the difference between distribution and transmission?
You can think of distribution and transmission as a road system. Transmission would be the highways getting you to different centers, while distribution is the local roads, getting you to different locations within the centre.
In more technical terms, transmission refers to the delivery of electricity from the sources of generation to distribution companies.
While distribution refers to the delivery of electricity from the grid to consumers.
Can I choose my electricity or natural gas distributor?
No.
While utility consumers can choose their retailer, distributors are determined based upon location in the province. Transmission and distribution costs in the same area will not vary regardless of retailer.
Bill Payments/Issues
Where do my bill payments go?
There are a few companies involved with ensuring you get your utilities. First, there are the companies who create the energy consumers need (producers/generators). Then there are the companies that move that energy from the generating station to your home (transmission/distribution).
Then there are the companies that track that delivery, pull together the charges from the involved parties, and produce the bills that come to your home (retailer).
Think about going to your favourite local restaurant: the kitchen gets all the ingredients in bulk from their supplier (producers/generators). The ingredients are then prepped and cooked to meet the demands of the customers in the dining area (transmission). The server then delivers the finished product for your enjoyment (distribution) and when you are done, you make a single payment that helps cover all the costs it took to make your meal (retailer).
My bill isn't what I expected. What should I do?
If you believe you were billed incorrectly for your utilities, there are a few steps you can take.
First, check to make sure that the bill belongs to you. Check the account name, billing address and site ID.
Next, check your usage and make sure it seems in line with what you were expecting. You can also double check to see if this was an estimated or an actual reading (this bill could include catch up charges from previous estimated readings) and the billing dates. Sometimes the billing period may be longer than expected, resulting in larger bills.
If all of these are what you expect, contact your retailer. If you are still having issues, contact the UCA.
You can give us a call at 310-4822 or email us at ucahelps@gov.ab.ca.
I have not received my bill. What should I do?
If utility customers don't receive a bill they should contact their utility provider immediately. Customers are responsible for utility charges regardless of whether they receive a bill.
If it has been several months without a bill or if customers are having trouble getting caught up on payments, they can contact the UCA at 310-4822 or by email at ucahelps@gov.ab.ca.
How can I save money on my utility bills?
Utility customers can take steps to reduce their bill by reducing their usage, choosing a better plan, or modifying their payment arrangements.
Utility Disconnection
What should I do if I receive a utility disconnection notice?
If you have an overdue balance on your utilities account(s) and received a Pending Disconnection Notice from your utility provider, you should immediately contact your provider. To prevent disconnection, you can make a payment, request a payment arrangement or report any payments you have made.
While the UCA cannot offer financial assistance, there are local organizations who may be able to help.
The UCA’s mediation officers can share advice on comparing utility rates, as well as provide information on utility issues and help settle disputes with your provider. Contact us toll-free at 310-4822, email at ucahelps@gov.ab.ca, or visit the Contact a Mediation Officer page for more information.
How The Mediation Team Can Help
What kind of issues can the mediation team help me with?
The UCA Mediation Team can help with a variety of issues including:
- Billing/payment issues
- Setting up payment arrangements
- Looking for financial assistance
- Understanding your bill
- Utility disconnection
- Finding a retailer/rate
- Switching retailers
If you need help, do not hesitate to contact one of our mediation officers. You can call us toll free at 310-4822 or email ucahelps@gov.ab.ca.
What can I do if I have an issue with my utility provider?
If you need assistance resolving an issue with your utility company or have questions about your electricity and natural gas choices, contact the Utilities Consumer Advocate's (UCA) Mediation Team.
The UCA's Role
What does the UCA do?
As a part of the Ministry of Affordability and Utilities, the Office of the Utilities Consumer Advocate was established in October 2003 to help you navigate Alberta's utility market.
Our mission is to educate and mediate for Alberta’s small business, farm, and residential electricity, natural gas and water consumers, and advocate for energy consumers.
Whether you have questions about utilities, need help understanding your bill, or find yourself in a dispute with your provider, remember: the UCA is here to help. Together, we're working to empower consumers and ensure fair, transparent utilities markets for Albertans.
Changes in Alberta's Utility Market
The Alberta Government is announcing changes to the utility market, how can I stay up to date?
Alberta utility customers can stay up to date through a variety of means!
The UCA website and social media are updated as new legislation and regulations are passed.
The UCA Mediation Team is also available to answer any questions you may have. Contact us toll-free at 310-4822, email at ucahelps@gov.ab.ca, or visit the Contact a Mediation Officer page for more information.
How Can I Learn More?
Does the UCA have any social media?
Yes! Like us on Facebook, and follow us on Instagram, and LinkedIn.
Can I book/attend a presentation?
Yes! Check out our upcoming presentation and events, and learn about to how to book one for your team!
Do you have resources I can download, print or order?
Yes! Get your resources today!
My question wasn’t answered here!
We're sorry your question wasn't answered here!
Please reach out to us toll-free at 310-4822, email at ucahelps@gov.ab.ca, or visit the Contact a Mediation Officer page for more information.