Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions

What are your rates?

Our customers save big with rates that are based on the actual market prices. Electricity: The one-year average of electricity is 5.18¢ per kWh which includes our 1¢ per kWh margin.  Natural Gas: The one-year average of natural gas is $3.02 per GJ which includes our $0.90/GJ margin.

How much are your distribution and transmission fees?

We work hard to provide big savings for our customers on the energy usage portion of their bills which can mean hundreds of dollars per year in savings. The distribution fees, transmission fees, and all other related charges (i.e. rater riders, balancing pool, local access fee, etc.) remain the same regardless of which retailer you choose because these are regulated by the Alberta government. Additionally, these charges remain the same because no matter which retailer you choose it will still be the same company delivering the energy to your home (i.e. all retailers use the Fortis electricity lines in that specific area). This gives customers the reassurance that they can enjoy our lower rates without sacrificing the safe and reliable supply of energy they have experienced in the past.

Do you offer fixed rates?

The historical data is very clear. Variable rates are the more affordable option in comparison with fixed rates and that’s why we specialize in the variable rate option. We don’t offer fixed rates for electricity or natural gas because we don’t often find customers who are wanting to pay 30%-50% more in order to get locked-in rates. Additionally, fixed rates do not really help to keep a utility bill consistent because usage varies significantly each month and it is usage that primarily determines the cost of your bill.

Are there any fees to sign up or cancel?

There are no fees to have electricity and natural gas services switched to Regional Energy as long as both services are currently connected. If electricity or natural gas has been shut off then the distribution company will charge for the reconnection. Unlike other companies, we do not add any profit margin on to the reconnection fees charged by the distribution company. There are no cancellation fees. A deposit may be requested if a customer’s credit score is lower than our approved threshold. If you wish to cancel we require 10 business days written notice. This notice is required because it can take up to 10 days for our drop request to take effect.

Can you service my area?

We service all of Alberta with electricity and natural gas. We can provide Internet service wherever Shaw Cable is. 

Do you offer different payment options?

One of the ways we keep our rates low is with our pre-authorized debit method of payment. Our customers receive their invoices via email and then five days later the payment comes out. This gives customers plenty of time to look things over first. To make things even more simple we attach the invoices directly to the emails. No hunting for invoices in an online account (if you can even remember the password to get in). We also do credit card payments. With credit card payments we are charged a 3% fee by the credit card companies and have no choice but to pass this along to our customers. With our extremely low margins we cannot absorb this fee like some of the other high-priced companies can. To set up credit card payments please call us. Other companies that do the traditional way of billing (paper invoices) and payment (through online banking) have additional costs (paper, postage, labour) plus the added expense of bills that are late or never paid at all. In order to recover these costs they must charge higher rates. 

Can I change my payment due date?

Yes. Our payment due dates are based on when your meter is read by the distribution company. The meter readings and consumption information is sent to us electronically and bills are produced with a payment date 5 days after the billing date. If you require a change then our customer care team would be happy to accommodate it as long as the payment has not yet been processed. If there is a specific payment date that works best each month please email our customer care team and they will set it up.

I’m moving and I’m a current customer, what should I do?

Our sign-up page will make it simple. Sign up for services at your new address and indicate on the form that you are a current customer who is moving. Send the customer care team an email with the end date for the current address. You’re done!

Can you take care of my water and garbage as well?

Our specialty is providing low cost electricity and natural gas to people in Alberta. We do not handle water and garbage services. Each city or town in Alberta typically deals with one provider for those services. For example, Enmax provides water and garbage removal for Calgary and Epcor does the same for Edmonton. Our customers receive their invoices electronically and pay by pre-authorized debit, so the separate bill from us for electricity and gas is simple and hassle free.

What if I am on a contract with another utility provider?

We would be happy to take you on as a customer, but you should first check the terms of your contract as they may have a penalty or early exit fee if you cancel before your contract expiry date. Some of our customers have found it made economic sense to pay the penalty as they saved more in a short period of time based on our lower energy rates. If you are unsure whether paying the penalty would be financially beneficial, give us a call and we can help.

Will my service reliability be affected if I switch utility providers?

No, your service reliability will not be affected. Services provided by energy retailers differ only by price and other contract features. The electricity or natural gas will continue to come to your home or business, through the same network of wires or pipes, no matter who you choose as an energy retailer. By law, the local utility company is not allowed to provide different care levels to customers who have chosen an alternate supplier. You will continue to receive the same level of delivery quality, emergency response and meter reading. If, for some reason, an energy retailer decided to abruptly end its services, then that company’s customers would automatically be enrolled with the regulated rate provider. 

Who do I call if the power goes out or if there is a gas leak or other emergency?

If you have a power outage or other energy related emergency, please call the distribution company for your area (ATCO Electric, ENMAX, EPCOR, FORTIS Alberta, ATCO Gas, etc.). Contact numbers for the utility company can be found on your current bill.

Still Have Questions About Our Services?

T: 587-839-0094

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