Questions, concerns or billing disputes

Questions, concerns or billing disputes

The AUC can assist in answering questions and looking into general concerns and billing disputes involving regulated utilities

The Alberta Utilities Commission is able to assist Albertans in answering questions and looking into general concerns and billing disputes involving their regulated utility.

Utilities Consumer Advocate

You might also consider pursuing certain utility concerns you have with the Utilities Consumer Advocate (UCA). The UCA has a mandate to educate, advocate and mediate for Alberta utility customers. They are able to mediate disputes between customers and utility companies, including competitive retailers. The UCA also advocates for Albertans by representing the interests of residential, farm and small business consumers in AUC regulatory hearings where rates and terms and conditions of service are determined.

You may contact the UCA with your concerns at ucahelps@gov.ab.ca or 310-4822.

Alberta Utilities Commission process for billing issues and concerns

Before contacting the AUC we recommend you give your utility provider an opportunity to resolve your concern by contacting their customer service department. If the utility has made a billing or service error, they will often resolve the issue without you needing to contact the AUC. When calling your utility, keep a record of your contact; including the representative’s name, the date of the call and what was discussed.

If your utility retail service provider is unable to resolve your concern, or you are dissatisfied with the resolution, you may contact the Utilities Consumer Advocate (UCA) for assistance at 310-4822 or ucahelps@gov.ab.ca.

The UCA has a mandate to educate, advocate and mediate for Alberta’s residential, farm and small business electricity and natural gas consumers and is equipped to mediate disputes between customers and utility companies, including competitive retailers. The UCA also represents the interests of residential, farm and small business consumers in AUC regulatory hearings where rates and terms and conditions of service are determined. Visit ucahelps.alberta.ca for more information.

If your situation is not resolved and you would like to file a formal complaint, please provide the AUC with the following information:

  • Name of utility provider and your account number.
  • Your name (if you are not the customer of record you must be authorized to discuss the account).
  • Service address, site ID (please specify whether it is a residence, business or farm).
  • Your contact information (email and/or phone number).
  • Details of your concern (please be specific and provide as much detail as possible, such as a chronological order of issue).
  • The action or outcome you would like regarding your concern.
  • The utility provider's response to your concern.

For more information contact us at 310-4AUC or info@auc.ab.ca.

The AUC is not a consumer advocate. It is the AUC’s mandate to balance the interests of both customers and the regulated service providers. When reviewing customer concerns, AUC staff ensure the regulated companies are following their approved rates, terms and conditions of service and applicable legislation.

Upon receiving your concern, AUC staff will review it to determine if we have enough information to proceed. We may contact you for additional information if necessary. Once we have enough information, we review your concern to determine if it is within our jurisdiction. If it is, we send a summary of your issue to the utility, asking them to review your concern and respond to both the AUC and to you. You will have the opportunity to review the response and send in any additional questions or material you may have.

The AUC will then review the company’s response(s) and any information you submit to ensure the company adequately addressed your concerns and followed approved rate schedules, terms and conditions of service and applicable legislation.

If, after reviewing the information, AUC staff believe the utility may not be in compliance with approved rates, terms and conditions of service or legislation, we will escalate your concern for further review as staff cannot make formal decisions about whether a company has complied or not. Only appointed Commission members can make these decisions. However, if it becomes clear that the company has been complying with its approved rates and terms and conditions of service, and it has adequately addressed your concern, the staff will close your file.

Commission staff make every effort to work with you and the utility to reach a satisfactory resolution. AUC staff are not able to compel utilities to disregard approved rates, terms and conditions of service or legislation, nor are staff able to compel utilities to make different interpretations of the rates, terms and conditions of service or legislation. AUC staff are also not able to interpret, supplement or substitute the information or findings of an AUC decision.

If you are not satisfied with the response from AUC staff you are able to submit a formal written complaint to the Commission for consideration. The assigned Commission member will first determine if your formal complaint has merit to proceed to a formal complaint proceeding where evidence would be requested from all involved parties, questions asked and a decision issued at the end of the process. If the Commission member determines your formal complaint does not warrant a formal complaint proceeding, you will be notified by letter with the Commission’s reasoning. It is important to note that all information provided to the Commission when submitting a request for a formal complaint is available to the public through the AUC’s eFiling System.

Complaint Who to contact Exceptions to AUC jurisdiction
Discriminatory, unethical or unlawful marketing of energy contracts (natural gas and electricity)

Service Alberta

1-877-427-4088

None
Landlord/tenant disputes related to utilities

Service Alberta

780-644-3000

None
Competitive retailers billing practices and customer service

Utilities Consumer Advocate

310-4822

ucahelps@gov.ab.ca

None

Municipally owned electric utilities

 

The AUC regulates distribution and regulated retail services for electricity in Edmonton (EPCOR) and in Calgary (ENMAX).

Contact local council members or mayor.The AUC's jurisdiction is limited to complaints about discriminatory rates, improperly imposed rates or rates failing to conform to established rate structure. (As per Section 43 of Municipal Government Act)

Rural electrification associations (REAs)

 

- Directors of the REA

- Alberta Federation of Rural Electrification Associations at    780-417-3396

 

The AUC's jurisdiction limited to complaints about discriminatory rates, improperly imposed rates or rates failing to conform to established rate structure. (As per Section 7 of Distribution Tariff Regulation)
Gas co-ops

- Directors of the Gas Co-op

- Federation of Alberta Gas Co-ops

- Alberta Agriculture and Forestry Rural Utilities Branch at      780-427-0125

None

Access all regulatory documents

Anyone can access applications and proceeding information through the eFiling System.

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