There are rules to ensure that consumers receive quality service from electricity or natural gas companies.
Default and competitive electricity and natural gas companies, Rural Electrification Associations (REAs) and municipally-owned utilities are subject to the Alberta Utilities Commission (AUC) Rule 003 and must comply with the Electric Utilities Act, Gas Utilities Act, and Code of Conduct Regulation. Default retailers must report on satisfaction and their handling of customers complaints to the AUC, which uses this information to monitor the performance of utility companies.
Consumers should contact their utility company directly to discuss concerns about service or rates. If consumers are still dissatisfied, they may contact the UCA or AUC for assistance or to file a complaint.
Service guarantee credit
Consumers may be entitled to service guarantees in the form of a $150 credit if:
- The default retailer sends a written notice of pending disconnection in error
- The default retailer disconnects electricity and/or natural gas services in error
- A written notice of pending referral to a credit agency is received in error
- The consumer was referred to a credit agency in error
In addition to service guarantee credits, AUC can levy specified penalties when service providers contravene AUC rules.
Competitive retailers are not regulated by the AUC and must comply with the Consumer Protection Act and the Energy Marketing and Residential Heat Sub-Metering Regulation. If consumers have a concern about unfair practices or service from a competitive retailer, they should contact the retailer directly to discuss the concerns. If consumers are still dissatisfied, they may contact the UCA for assistance or to file a complaint.
Examples of unfair practices:
- Switching retail services without authorization
- Selling energy products door-to door (please note, while it is illegal to sell electricity and natural gas services door-to-door, it is not illegal to sell solar products in this way)
