The Alberta Utilities Commission is able to assist
Albertans by answering questions and general concerns involving their
You might also consider pursuing certain utility
concerns you have with the Office of the Utilities Consumer Advocate (UCA). The
UCA has a mandate to educate and mediate for Alberta’s
residential, farm, and small business electricity, natural gas and water consumers,
and advocate for energy consumers.
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. For more information about how the UCA can assist you, please visit firstname.lastname@example.org.
You may contact the UCA with your concerns at email@example.com or 310-4822.
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, we recommend you keep a record of your contact,
including the representative’s name, the date of the call and what was
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
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:
For more information contact us at 310-4AUC or
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 that regulated companies are following
their approved rates, terms and conditions of service and applicable
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. Otherwise, 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 a letter including 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
Utilities Consumer Advocate
Municipally owned electric utilities
regulates distribution and regulated retail services for electricity in Edmonton (EPCOR) and in Calgary (ENMAX).
Rural electrification associations (REAs)
- Directors of the REA
Alberta Federation of Rural Electrification Associations at 780-417-3396
- Directors of the Gas Co-op
Federation of Alberta Gas Co-ops
- Alberta Agriculture and Forestry
Rural Utilities Branch at 780-427-0125