The UCA collects call statistics through its Mediation Team and enters them into monthly Mediation Summary Reports. The reports display Alberta utility companies and how often the UCA receives questions or helps mediate issues with each one. You'll find comparisons on the following:
- Number and types of calls the UCA receives
- Retailer issues
- Number of days it takes to resolve these issues
View/Download Monthly Mediation Summary Reports and read the term definitions to learn more;
Definitions of terms used in the Report
Advice and Information – The UCA’s Mediation Team provides Advice and Information to all Albertans that contact our office. When the UCA provides first call resolution and does not need to contact an outside agency, these calls are classified as Advice and Information. Examples of these calls include providing customers with their choices for electricity and natural gas providers, providing current electricity and natural gas rates, etc.
Mediation – When a consumer’s concern requires the UCA to contact an outside agency, such as a retailer or distributor, on behalf of the consumer, the UCA creates a Mediation. Not all Mediation calls are complaints against the company. The UCA considers a Mediation to be resolved when we have received all of the requested information from the outside agency and have communicated this information to the consumer.
Education – Customers calling for a list of retailers or with questions about the industry.
Customer Service – Customers calling about the service they received from their provider.
Billing – Customers calling with questions about their bill.
Contracts – Customers looking for available contracts or who have questions about their current contract.
Disconnection – Customers calling about a disconnection notice they’ve received or customers who have been disconnected.
Distribution – Customers calling about delivery charges or their distribution company.
Other – All other calls that did not fit in another category listed (i.e. Outside UCA mandate, water, etc.)
Metering – Customers calling about their meter or meter reading(s).