Receiving an excessive utility bill can be an unpleasant surprise for any family in Calgary. Fortunately, there is a clear system of consumer protection and steps you can take to resolve such situations. It is important to act quickly and methodically, knowing your rights and the resources available to you to resolve the dispute.

First steps after receiving an overcharged bill

Immediate actions

• Check your meter — read the meter and compare it to your bill.
• Analyze the billing period — was it longer than the standard 30 days?
• Check your payment history — the previous bill must be paid, the “Balance Forward” line must be $0.

Investigate the reasons for high consumption

For electricity

• Test with appliances turned off — turn off everything, record the readings, and check again after a few hours.
• Check appliances — new meters are more accurate, which may increase the amount.

For water

• High water consumption checklist — available from the City of Calgary and ENMAX.
• Leak test — record the meter readings, check back after 30 minutes without using any water.
• Statistics: 37% — toilet leaks, 13% — irrigation, 29% — cause unknown.

Contacting service providers

ENMAX (electricity and municipal services)

• Phone: 310-2010 or 1-877-571-7111 (outside Alberta).
• If your water bill is ≥ 3× your average, call immediately.
• Free meter replacement if it is faulty.

ATCO Energy

• Free on-site inspection if necessary.
• Correction of errors — only if reported within 24 months.

Mediation and complaint system

Utilities Consumer Advocate (UCA)

• Free mediation between consumers and suppliers.
• Tel: 310-4822 (Alberta), 1-888-644-6608 (outside Alberta) Email: [email protected]
• Since 2018, mediation is also available for water bills.

Alberta Utilities Commission (AUC)

• File formal complaints if mediation does not help.
• Tel: 1-780-427-4903 Email: [email protected]

Service guarantees and compensation

Automatic $150 credits

Provided if:

• The disconnection notice or referral to a credit agency was sent in error.
• The service was disconnected in error.

Error correction policy

• Errors discovered within 24 months will be corrected.
• Amounts < $10 will not be refunded or charged.
• Adjustments may be made in the event of faulty equipment or incorrect connection.

Practical tips from successful cases

Steve Coutts case (2017)

• Paid his neighbor's bills for 12 years due to incorrectly labeled meters.
• Received $4,500 after 100 days of fighting and involving the media.

Lesson: document all steps, be persistent.

Linda MacAngus case

• Consumption increased by 61% after meter replacement — technician error.
• Resolved after months of calls.

Lesson: demand an investigation if the explanation is questionable.

Winter protection and emergency assistance

Winter shut-off rules

• Electricity: No shut-offs between October 15 and April 15.
• Gas: No shut-offs between November 15 and April 15.
• No shut-offs when the forecast is below 0°C in the next 24 hours.
• Load limiters may be installed instead of disconnections.

Financial assistance

• 211 Alberta — 24/7 information service.
• Emergency Needs Allowance: 1-866-644-5135.
• Alberta Works Income Support: 1-866-644-5135.
• Basic Needs Fund (Distress Centre Calgary) — one-time assistance with rent, mortgage, and utilities.

Consumer protection

Consumer Protection Act

• Protection from unfair practices: The Consumer Protection Act protects you from unfair business practices before, during, or after a consumer transaction.
• Filing a complaint: If talking to the business does not resolve the issue, you can file a complaint with the Consumer Investigations Unit:
• Phone: 1-877-427-4088 or 780-427-4088
• Email: [email protected]
• Hours: 8:15 a.m. to 4:30 p.m. (Monday through Friday)

Better Business Bureau

• Alternative mediation: The BBB accepts complaints about any business. If the company is accredited by the BBB, the organization may act as a mediator.
• You can view the history of complaints about ENMAX and other companies on the BBB website.

Preventive measures

Regular monitoring

• Monthly meter readings: It is recommended that you read your meter yourself every month.
• Digital meters display your kWh consumption on the screen.
• Online instructions are available for analog meters.
• Signs of problems: Bright lighting or malfunctioning electronics may indicate problems with the voltage or meter.

Documentation

• Record keeping: Keep all bills, correspondence, and photos of meters.
• Photographic evidence: Take regular photos of the meter readings, especially if there are any anomalies.

Special cases and solutions

Large households

• With electric heating, consumption can reach 2000–3000 kWh/month in winter.

It is important to take seasonal fluctuations into account.

New residents

• When moving, check that the meters are connected and labeled correctly. Incorrect connections are not uncommon.

Tenants

• Tenants have the same rights to correct billing. Bills must be in the tenant's name.

If the owner has opened an account without the tenant's knowledge, this may lead to legal problems.

Summary and recommendations

Receiving an excessive utility bill in Calgary does not mean you are helpless. Alberta's consumer protection system provides several levels of protection:

1. Immediate action: Check your usage, billing period, and payment history.
2. Do your own research: Use tests with your appliances turned off.
3. Contact your provider: Contact ENMAX (310-2010) or ATCO.
4. Mediation: Take advantage of the free services offered by the UCA (310-4822).
5. Formal complaints: File a complaint with the AUC or the Consumer Investigations Unit.
6. Legal protection: Remember your rights under the Consumer Protection Act.

The most important thing is to act quickly, document every step, and don't give up. During the winter, your utilities are protected from complete disconnection, and assistance programs are available for those who need financial support.