Electricity, gas, and water bills make up a significant portion of the monthly budget, and sometimes situations arise when it is not possible to pay the bill on time. In Calgary, as in all of Alberta, there are a number of rules and programs in place to protect consumers from immediate service disconnection and help them avoid financial hardship. Understanding these mechanisms and accessing available resources in a timely manner can help you maintain uninterrupted utility service while minimizing penalties and fines.
Winter legislative protections
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- Electricity: Complete disconnection is prohibited from October 15 to April 15, as well as when the temperature is forecast to be below 0°C in the next 24 hours.
- Natural gas: Protection is in effect from November 15 to April 15.
- During the winter protection period, the supplier may only restrict the load, but not completely shut off the supply.
Actions in case of late payment
- Call your supplier immediately:
- ENMAX: 310-2010 (from Calgary), 1-877-571-7111 (outside the province)
- ATCO Energy: via the form on the website or the phone number on your bill
- Explain the situation, provide your account number and expected payment date.
- Request a deferral or cancellation of penalties — most companies are willing to accommodate.
Mediation through the Utilities Consumer Advocate (UCA)
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- UCA — an independent government office that mediates between consumers and suppliers free of charge.
- Phone: 310-4822 (Alberta), 1-888-644-6608 (outside the province).
- Assistance:
- Negotiate a payment schedule
- Provide advice on assistance programs
- Suspend service for verification of charges
- Since December 2018, UCA has also been handling water disputes.
Social and emergency programs
- Alberta Works: [email protected]
- 211 Alberta: Free, 24/7 line that connects you to local resources.
- Short-term grants to pay utility bills.
- Calling 211 can help you get one-time bill coverage and avoid disconnection.
If mediation does not help
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- Alberta Utilities Commission (AUC): reviews formal complaints about providers.
- Consumer Investigations Unit: may impose penalties for violations of the Consumer Protection Act.
Repayment plans and prevention
- Negotiate with your provider to split your debt into several interest-free payments.
- For debts up to $150, companies often automatically grant credit or waive late fees.
- Use automatic payments or budget billing:
- At ENMAX: calculation of the average annual amount and a fixed monthly payment.
- Other providers offer similar options.
Load limiter as an alternative to disconnection
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- Provides access to a minimum amount of energy for essential needs.
- Used until part of the debt is paid or a new payment schedule is agreed upon.
Tips for avoiding disconnection
- Always inform your supplier in advance about financial difficulties.
- Use all available resources: ENMAX and ATCO phone numbers, UCA consultations, 211 hotline, emergency programs.
- Communication and planning are key to maintaining service even in difficult times.