If you are looking to switch your energy retailer, follow these steps:
Find your utility options
When looking at your utility options, it is important to consider what factors are most important to you. These could include the rate, plan features, customer service, or more. The Cost Comparison Tool shows you the available plans in your area and may help you narrow down which one works best for you.
It is important to keep in mind that the rate is only one component of your energy bill. There are typically several additional costs associated with a utility plan including administration fees, transmission/distribution charges, local access fees and more. Some costs will vary depending upon the retailer, while charges such as transmission and distribution are set based upon the distributor and will not change if you change retailers.
You can select a regulated or a competitive retailer to provide your utility service. Regulated Rate Option or Default Rate Tariff retailers never require a contract. Competitive retailers will always have a contract term. You can learn about the difference between regulated plans and competitive plans and the factors to consider by visiting our How to Choose a Retailer page.
If you are choosing to switch because of a special offer by a retailer (free months, special rates, physical rewards), be sure you understand the specifics of the offer and the associated charges.
Contact your chosen energy retailer
Once you select a retailer and plan type, contact the retailer directly to sign up. You can find a link to the retailer’s contact information on their rate plan pages in the Cost Comparison Tool or click on a retailer’s icon on the Retailers and Distributors page.
Before signing any contract, ensure you read and understand the terms and conditions. Some retailers have different requirements for signing up, including credit checks, email accounts, direct withdrawals, etcetera.
Ending services with your current retailer
Before switching services, check with your current retailer to confirm if you are required to give notice or if there are any exit fees associated with your contract.
Starting services with your new retailer
When you sign up for new services, you should receive some sort of confirmation. This may be an email, letter or some other form of communication. When you receive the confirmation, ensure the details are correct, including address, rate and terms.
Other considerations
What if I change my mind?
Every competitive retailer has a ‘cooling-off period’ of ten calendar days where you can change your mind and cancel the contract for any reason without a penalty. Your last/current retailer will continue providing service to your house.
When should I expect my first bill with my new utility provider?
It can take 10 to 90 calendar days for a competitive retailer to complete a retailer switch. When changing from a competitive to a regulated provider, the transfer may take 10 to 15 calendar days.
Regardless of what retailer you choose, your utility distribution company will continue to supply energy to your home.
If you do not receive a bill from your new retailer within a month of switching, contact your retailer and ensure your account is still set up. Failure to maintain an active account may result in large catch-up bills or service disconnection.
Final billing from previous energy retailer
You are responsible for paying your previous retailer until the date the retailer switch occurs. You cannot transfer payments and credits between retailers.
Watch for a final bill from your previous retailer to clear up any amounts owing. If you do not receive a final bill within a month of your account switching over, contact your previous retailer. If your account closes with a credit balance, your previous retailer will refund that balance to you directly. It is important to provide a forwarding address to your previous energy retailer if you receive paper bills.
Your final bill may be higher or lower than your typical bill due to several reasons, including:
- Exit fees
- Changes in billing cycle
- Catch-up from Budget Payment Plans
- Using actual readings instead of estimated readings
How we can help
The Utilities Consumer Advocate’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.