Note: The following are provided for general information only. Please contact your utility service provider directly for information regarding your individual situation.
General
Will I be billed for the period I was evacuated?
For customers who purchase electricity or natural gas through the regulated rate option (i.e. default), there will be no charges for either energy usage or distribution during the evacuation period of May 4 to June 4 (inclusive).
Customers on a retail contract for either service will not pay for energy usage or distribution either but are advised to check with their retailer to determine if they will be charged other fees (administration, etc.) as well.
I've received a bill that has charges for energy usage, distribution and other fees. Why did I receive this bill?
Depending on how their energy supplier issues its bills, customers could receive a bill that reflects a billing period before the fire evacuation (May 4). For example, if a retailer bills in six-week cycles, the customer could receive a bill in June that includes the last two weeks of April, before the fires began. Customers are responsible for paying that bill as per usual. Your retailer will have more information on billing cycles.
Restoration/Cancellation of services
I've come back to Fort McMurray and my house was destroyed. What do I need to do to discontinue my energy services and will I get a bill?
Customers can expect to receive a final bill for charges up to, and including May 3, 2016 (see below for more on Billing). The default distributor (ATCO) as well as the energy retailers, are working together to ensure services are discontinued for customers whose homes were completely destroyed.
My home is intact and I plan to move home soon. What should I tell my energy providers?
If you haven’t already done so, call the default provider (Direct Energy Regulated Services) to notify them of when you want to restore your natural gas services. Your electrical services were re-activated on June 4 and you are responsible for electricity-related charges incurred after June 4.
My home is intact but I'm not sure when I'm coming back to Fort McMurray. What do I need to tell my electricity and natural gas providers?
With regards to your natural gas services, all homes that are intact will continue to have their gas de-activated until a customer requests their gas services be restored. Customers can now contact their retailer to have their gas service restored on any specific date they wish. Billing will start as soon as gas service is restored.
If your intention is not to return to Fort McMurray by November 1, 2016, you should take steps to winterize your home. This includes ensuring your natural gas service is restored prior to the onset of winter weather so there is no damage to your home (frozen pipes, etc.).
Electrical services were restored at all homes on June 4. Any charges incurred after that point are the customer’s responsibility. If you do not wish to have any electrical service in your home, you’ll need to contact both your retailer (if you’re on a contract) and the default provider to cancel it. If you only cancel your contract with the retailer, your service will revert back to the default provider in the area and you’ll continue to receive bills from them.
My house was totally destroyed by fire and I plan on rebuilding on that same site, from the ground up, starting in August. What should I do with my account until I start rebuilding on-site?
Contact the default provider (Direct Energy Regulated Services) to inform them of your plans, including a date upon which you’ll need to start up services. If you decide to enter into a retail contract for either electricity or natural gas, you’ll also need to inform them of your plans.
If you want to find out more about retail options in your area, use the UCA's cost comparison tool, located at: http://ucahelps.alberta.ca/cost-comparison-tool.aspx.
