Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions

What are your rates?

Our customers save big with the rates we offer. Fixed Electricity: Our 5-year fixed rate is the lowest in Alberta at 6.49¢ per kWh. Customers are not required to stay for five years. We simply hold the rate for that length of time. Cancel anytime with no penalties.  Floating Electricity: Our floating rate changes monthly and is calculated as the wholesale price + 1¢ per kWh. The variable rate is not currently recommended due to high market prices. Natural Gas: Our floating natural gas rate changes monthly and is calculated as the wholesale price + $0.90/GJ. In 2020 our customers paid $3.00 per GJ on average which includes our $0.90/GJ margin.

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). 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 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. 

Are there any fees to sign up or cancel?

There are no fees 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. 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.

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 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 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. With our extremely low margins we cannot absorb this fee like some of the other high-priced companies can. 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?

Sign up online for services at your new address.  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 has only 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.

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

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