Consultations Rule 003


Alberta Utilities Commission holds consultations with stakeholders to develop rules

Consultation for Rule 003 - Service Standards for Energy Service Providers

Status: Ongoing

Last updated: December 18, 2019



December 18, 2019

The AUC approved changes to Rule 003 on November 22, 2019, effective January 1, 2020. The following documents are related to the release of the current version of Rule 003:

December 20, 2018

On June 11, 2018, Bill 13: An Act to Secure Alberta's Electricity Future came into force, which empowered the Commission to apply financial penalties to entities violating a Commission order, rule or decision.

In Bulletin 2018-16 the commission proposed changes to AUC Rule 003: Service Quality and Reliability Performance Monitoring and Reporting for Regulated Rate Providers and Default Supply Providers. Provisions in the Electric Utilities Act and Gas Utilities Act allow the Commission to establish service quality standards for owners of electric utilities, gas utilities, regulated service providers and retailers. Revisions to Rule 003 set out certain billing and customer care requirements for these entities, including rural electrification associations, municipally-owned electric utilities and competitive retailers.

The Commission approved changes to Rule 003 on December 11, 2018 and revised the name to be Rule 003: Service Standards for Energy Service Providers effective January 1, 2019.


April 9, 2018

The AUC is proposing a change to Rule 003 regarding service guarantee credits. See Bulletin 2018-07 for details.

Rule 003 sets out the reporting requirements for regulated rate providers and default supply providers. Rule 003 was put in place to set minimum performance standards of service quality and reliability for regulated retailers and default supply providers to facilitate the monitoring of performance in relation to those standards. The Alberta Utilities Commission regularly reviews Rule 003 reporting and initiates consultation with stakeholders as needed to ensure consistency in reporting metrics, to standardize the reporting format and to streamline the reporting process.

Consultation on this rule primarily involves engagement from representatives of companies who are responsible for reporting the metrics required in the rule. Consumer groups are also invited to participate.

The recent version of Rule 003 was approved on July 1, 2010.

Service quality and compliance reporting

The AUC requires regulated utilities to quarterly and annually provide a detailed service quality report that provides extensive information and reporting about utility-specific energy outages and customer service standards. It also ensures that customers are treated fairly. Regulated utilities are expected to perform within strict standards set by the AUC, contained in two AUC rules, Rule 002 and Rule 003. Staff of the AUC review these reports and meet with utility officials at least once annually to discuss utility performance, including customer complaints, and investigate shortcomings if they occur. When necessary an enforcement proceeding can be initiated to deal with sub-par performance.


2019-12-18-Rule003-BlacklineRule 003 effective January 1, 2020 - blacklined versionAlberta Utilities Commission2019-12-18Rule (blacklined)2019
2019-12-18-Rule003Rule 003 effective January 1, 2020Alberta Utilities Commission2019-12-18Rule (current)2019
2018-12-20-Rule003-StakeholderCommentsStakeholder comment table regarding Rule 003Alberta Utilities Commission2018-12-20Comments (responses)2018
2018-12-20-Rule003Rule 003 effective January 1, 2019Alberta Utilities Commission2018-12-20Rule (issued)2018
2018-11-19-Rule003-ProposedChangesAUC proposed changes and comment tableAlberta Utilities Commission2018-11-19Comments (responses)2018
2018-11-19-Rule003-BlacklineNovember 19, 2018, draft version of Rule 003 (blacklined copy)Alberta Utilities Commission2018-11-19Rule (blacklined)2018
2018-11-19-Rule003-DraftNovember 19, 2018, draft version of Rule 003Alberta Utlities Commission2018-11-19Rule (draft)2018
Bulletin 2018-07Service Quality and Reliability Performance Monitoring and Reporting for Regulated Rate Providers and Default Supply ProvidersAlberta Utilities Commission2018-04-09Bulletin2018
2010-07-01-Rule003Rule 003 effective July 1, 2010 to December 31, 2018Alberta Utilities Commission2010-03-23Rule (issued)2010
2008-01-02-Rule003Rule 003 effective January 2, 2008 to June 30, 2010Alberta Utilities Commission2008-01-02Rule (issued)2008

Access all regulatory documents

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

Create a new account or log in below