Ways We've Helped

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.

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. 

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.

Issue: A consumer moved into a new home and their utility bills were much higher than expected. After speaking with their utility retailer, they still did not have an explanation for the charges.

UCA Action: After reviewing the account, the UCA found the property was still classified as a commercial site because of a previous owner's home-based business. The UCA officer explained that utility charges can vary based on how a property is classified and recommended contacting their distribution company to request a meter reclassification.

Resolution: Following the inspection, the utility company updated the meter classification from commercial to residential. The change lowered the consumer's future utility charges.

Tip: Before buying or renting a property, confirm that the meter classification reflects how the property will be used. Acreages may have once operated as farms, and an incorrect classification may result in higher utility costs.

Issue: A consumer noticed an outstanding balance on their utility account after paying their bill. They contacted the utility retailer and provided bank statements showing the payment had been made, but the balance remained on the account. As the issue was not resolved, late fees were added, and the account was at risk of disconnection. Concerned about the impact on their credit and unable to resolve the matter on their own, the consumer contacted the UCA.

UCA Action: The UCA reviewed the customer’s payment records and bills to determine an investigation was required. By working with the utility retailer, it was determined that the payment was incorrectly applied to an old account in the consumer’s name.

Resolution: The utility retailer corrected the error by applying the payment to the account and removed the late fees. The account was no longer at risk of disconnection.

Tip: Keep records of utility payments and correspondence. If you've provided documentation to support a billing concern and the issue remains unresolved, contact the UCA for assistance.

Issue: A consumer enrolled on a budget payment plan made an extra payment and expected it would fully cover their next utility bill. When the following bill requested their regular scheduled payment, they were unsure why their extra payment didn’t cover it.

UCA Action: The UCA explained how the budget/equalization payment plan worked. The account carries a balance through the colder months that is paid off in the warmer months. The officer highlighted information on the bill that explained the difference between actual energy usage and the scheduled monthly payments. They showed the customer where to look on the bill to see the payment as received and applied to the rolling balance instead of the monthly payments.

Resolution: After reviewing the account details, the consumer better understood how their plan worked, how payments were applied, and where to see how much rolling balance they were carrying. 

Tip: Budget/equalization payment plans help spread utility costs evenly throughout the year.  Review your bill carefully and contact your retailer if you have questions about how payments are applied.

Issue: A consumer moving to Alberta was unsure how to set up electricity and natural gas service and found the available utility options confusing. While searching online for information, they discovered the UCA, which provides consumers with tools and resources to help them navigate Alberta's utilities markets.

UCA Action: The consumer used UCA resources to learn how to start utility service, understand the difference between default and competitive retailers, and arrange utility service before moving into their new home. After receiving their first utility bill, they used the UCA's sample bill and Cost Comparison Tool to better understand their charges and explore available rate options.

Resolution: The consumer successfully set up utility service, gained a better understanding of their utility bill, and was able to make informed decisions about their energy options.

Tip: If you're new to Alberta's utilities market, the UCA offers tools and resources to help you understand your options, compare rates, and learn how utility billing works.

Issue: A consumer noticed ongoing utility charges for their family cabin, even though the electricity services were disconnected at the property. Unsure why they continued to receive a bill, they contacted the UCA for information.

UCA Action: A UCA representative explained that the bills were for idle charges. They explained that the charges were related to maintaining utility infrastructure on the property. Typically, idle charges occur in rural locations with larger distances between metered properties. The officer also explained stopping these bills would require removing the infrastructure which could result in significant costs if service needed to be restored in the future.

Resolution: After learning more about the purpose of the charges and reviewing available options, the consumer decided to keep utility services connected while considering future plans for the property.

Tip: If you notice charges on your utility bill that you do not understand, contact the UCA. Learning what the charges are for can help you make informed decisions about your utility services.

Issue: A consumer received a utility bill that was much higher than expected. Although their retailer advised that the bill was accurate, the consumer remained concerned about the amount charged and contacted the UCA for assistance.

UCA Action: The UCA reviewed the account and discovered the bill was based on an estimated meter reading. The officer found that the meter had not been read for several months and asked the consumer to provide the current meter reading. After comparing the reading to the retailer's estimate, the officer determined the actual usage was lower than what had been billed.

Resolution: The UCA worked with the retailer to validate the meter reading and correct the account. The bill was adjusted to reflect the consumer's actual usage, ensuring accurate charges.

Tip: If your utility bill seems unusually high, compare the meter reading on your bill to the reading in the meter at your property. If your current reading is lower than the one reflected on your bill, contact your retailer or the UCA for assistance.

Issue: A consumer received a utility bill for a property they had sold more than a year earlier. Because the bill was sent to the previous address, the consumer was unaware of the charges until the account was sent to a collection agency. The consumer contacted their retailer and was advised that they remained responsible for the account because they were still listed on the property's land title. Unsure how to proceed, the consumer contacted the UCA for assistance.

UCA Action: A UCA Officer reviewed the situation and requested a copy of the property's bill of sale. The officer then provided the documentation to the retailer for further review.

Resolution: After reviewing the information, the retailer determined that the charges were put into the customer’s name before the land title had been changed. The charges were reversed, the related credit report entry was removed, and the consumer received a $150 credit.

Tip: Keep copies of documents related to the sale or purchase of a property. If you're being billed for a property you no longer own and are unable to resolve the issue, the UCA may be able to help resolve the situation.

Issue: A consumer received a water bill that was $1,000 higher than usual. After contacting their retailer, they were told they were responsible for the charges but did not understand why the bill was so high.

UCA Action: The UCA reviewed the situation and talked the consumer through what might have caused of the increased usage. Through their discussion, the property owner remembered a leak in their garden watering system from the month before. The UCA explained that even though the water was used in their yard and not their house, they were responsible for the consumption because the water had passed through the meter.

Resolution: Once the source of the high usage was identified, the UCA helped the consumer work with their retailer to establish a payment arrangement. This allowed the consumer to manage the outstanding balance while avoiding the risk of service disconnection.

Tip: If you receive a higher-than-normal water bill, check for leaks or unexplained water usage around your property. Addressing the issue early can help prevent additional charges and reduce the risk of service disconnection. 

Issue: A landlord received a utility bill for a period when tenants were living at the property. Because the tenants had already moved out, the landlord was concerned they would be responsible for charges they could not recover.

UCA Action: A UCA Officer reviewed the situation and explained that when no one is billing at a property, utility charges may transfer to the property owner. This happens when service is not set up in the tenant's name or when a tenant closes their utility account before they move out. The officer also explained how a premise vacancy agreement can help landlords identify and address potential billing issues sooner.

Resolution: The UCA helped the landlord establish a premise vacancy agreement with their retailer. This agreement helps notify landlords when utility service is transferred back to their name, reducing the risk of unexpected charges and helping them address issues more quickly.

Tip: If you own a rental property, consider setting up a premise vacancy agreement with your retailer. This can help ensure you're notified when utility service is transferred to your name and may help prevent unexpected utility bills.