Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions

What are your rates?

Fixed Electricity: We offer a low 5-year fixed electricity rate at 9.29¢/kWh which is less than the rate from any major energy retailer. Customers who sign up for the current fixed natural gas offer are eligible for this special rate. When fixed electricity is not paired with fixed natural gas the discounted rate is 9.69¢/kWh. These prices are guaranteed for five years, but customers can cancel at anytime with no penalties.  Floating Electricity: Our floating rate changes monthly and is calculated as the wholesale price + 1¢/kWh. The variable electricity rate is not recommended due to high market prices. Fixed Natural Gas: We offer a low 5-Year fixed natural gas rate at $4.99/GJ which is less than the rate from any major energy retailer. This plan is a five-year commitment. There is a cancellation fee of $250. However, you can take the contract with you to a different location in Alberta to avoid the cancellation fee. Floating Natural Gas: Our floating natural gas rate changes monthly and is calculated as the wholesale price + $0.90/GJ.

How much are your distribution and transmission fees?

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 a specific area).

Do I need to notify my current provider?

On your chosen start date everything will transfer over automatically with no hassle or interruption of service. The account with your previous provider will be cancelled. There is no need to contact your previous provider to close your account. You will get a final bill from them after starting with us, but there will never be any overlap or double billing.

Are there any fees to sign up or cancel?

There are no fees to sign up as long as 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 on fixed electricity, floating electricity or floating natural gas. The fixed natural gas contract has a cancellation fee of $250. However, you can take the contract with you to a different location in Alberta to avoid that fee. If you leave Alberta the cancellation fee does not apply.

Can you service my area?

We service all of Alberta with electricity and natural gas. The only exceptions are customers who belong to an REA or natural gas co-op. 

Do you offer different payment options?

One of the ways we keep our rates low is with our pre-authorized method of payment. Our customers receive their invoices via email and then five days later the payment gets processed. To make things even simpler we attach the invoices directly to the emails. 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 due to our extremely low margins. 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 five 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.

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 has only one provider for those services. For example, Enmax provides water and garbage services 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.

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. You will continue to receive the same level of delivery quality, emergency response and meter readings.

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 distribution companies can be found on your current bill.

Still Have Questions About Our Services?

T: 587-839-0094

Close Menu