Mediation Summary Reports

Advice and Information – The UCA's Mediation Team provides Advice and Information to all Albertans that contact the UCA. 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 consumers with their choices for electricity and natural gas providers and providing current electricity and natural gas rates. 

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 all the requested information from the outside agency has been received and given to the consumer. 

Education – Consumers calling for a list of retailers or with questions about the industry. 

Customer Service – Consumers calling about the service they received from their provider. 

Billing – Consumers calling with questions about their bill. 

Contracts – Consumers looking for available contracts or who have questions about their current contract. 

Disconnection – Consumers calling about a disconnection notice or consumers who have been disconnected. 

Distribution – Consumers calling about delivery charges or their distribution company. 

Other – All other calls that did not fit in another category listed, including calls outside the UCA mandate, and regarding water services. 

Metering – Consumers calling about their meter or meter reading(s).