How to avoid service disconnection due to non-payment?

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

  • 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

  1. 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.
  1. Request a deferral or cancellation of penalties — most companies are willing to accommodate.

Mediation through the Utilities Consumer Advocate (UCA)

  • 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

  • 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

  • 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.