The UCA is here to help Albertans navigate utility concerns and make informed decisions.
As a resource, the UCA supports consistent, transparent handling of concerns with a focus on fair outcomes.
The UCA investigates and helps resolve concerns with utility companies by working with both consumers and retailers to better understand issues and support fair, timely outcomes. Information is also provided to help Albertans understand their options and choose what best meets their needs.
The team is available by phone or email, Monday to Friday from 8:15 a.m. to 4:30 p.m.
Ways We Help:
Expand each box to see how the UCA has helped consumers.
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Issue: A consumer was receiving two separate utility bills for the same property—one from a competitive retailer, which was bundled with the natural gas bill, and another from the default provider. Despite numerous calls to both companies, there wasn’t a clear answer on why this was happening. UCA Action: A UCA Mediation Officer reviewed the situation and asked for photos of the electricity meter. After examining the meter location and reading, the officer discovered that the consumer had been mistakenly billed for the neighbor’s meter by the second company. Resolution: The UCA worked with both utility companies to resolve the issue. The consumer no longer receives duplicate bills and was issued a refund for the incorrect charges. Tip: If there is a potential error in utility billing, contact the utility provider immediately. If the issue is not resolved, contact the Utilities Consumer Advocate for help. |
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Issue: After receiving three months of low bills, a consumer reviewed their utility statement and noticed they were no longer being billed for natural gas. The consumer contacted their retailer and was told their account had been closed after another retailer took over billing services. The retailer was unable to provide any additional information. UCA Action: The UCA investigated and found that another retailer had mistakenly enrolled a different consumer using the same address, which led to the account being closed. Once the error was identified, the UCA worked with both retailers to reinstate the account with the correct provider and ensure billing was accurate. Resolution: The consumer was re-enrolled with their original retailer and did not face disconnection. Tip: Regularly review utility bills. Check for discrepancies or “final bill notices”. If service hasn’t been canceled, contact the retailer immediately to avoid surprises. |
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Issue: A consumer contacted the UCA after their utility services were disconnected due to financial hardship. They were unsure what support options were available or where to seek help. UCA Action: A mediation officer explained several financial assistance options and asked whether the consumer had contacted Alberta Supports for emergency utility assistance. The consumer was unaware of this program, so the mediation officer walked them through how to apply for emergency funding. Resolution: The consumer was able to secure emergency assistance funding, which allowed their utility services to be reconnected. Tip: If you’re struggling to pay your utility bills, explore financial assistance programs like Alberta Supports. Reaching out early can help prevent service disconnections. |
