Electricity and natural gas disconnection steps
Consumers with an overdue balance on their electricity and/or natural gas accounts that have received a Pending Disconnection Notice from their utility provider should immediately contact their retailer. To prevent disconnection, consumers can make a payment, request a payment arrangement, or report any payments that have been made.
When a utility consumer does not pay their bill by the due date, several steps are taken before utilities are disconnected.
A retailer will often put a late fee for the missed payment onto the next month's bill, along with the unpaid balance. If the bill remains unpaid, the retailer will provide the consumer with notice of a missed payment (typically within 30 days). If the retailer does not receive a response, they may reach out again. If the consumer still does not contact the retailer, utilities may be disconnected if it is outside of the Winter Rules period.
There may be local organizations offering financial assistance.
Winter Rules
Winter Rules are designed to keep Alberta residents’ power on during the cold winter months. The disconnection rules do not apply to commercial meters or for water utilities. Consumers facing utility disconnection during the winter months may be contacted by the UCA as part of the AUC Winter Utility Reconnection Program.
Load limiters
If consumers have unpaid bills, a load limiter may be installed on their electricity meter. This is a device a distribution company can install on a meter after receiving a request from a retailer.
Preventing utility disconnection
If consumers have an unpaid balance, it is important they reach out to their retailer to make a payment, request a payment arrangement or report any payments that have been made to avoid a full disconnection of service and additional charges. If consumers need help, they can contact the UCA.
Getting utilities reconnected
If electricity and/or natural gas are disconnected, there are steps consumers can take to have them reconnected.
For electricity and natural gas consumers, power will not be fully restored until:
- Accounts are paid in full
- The retailer accepts a payment plan and chooses to restore utilities based on this payment arrangement. If the payment arrangements are broken, utilities may be disconnected.
Reconnection typically takes up 48-72 hours, which does not include weekends or holidays. After reconnection, the first bill may include a reconnection fee and a possible security deposit. If a distributor can reconnect power on the same day, consumers may need to pay a higher reconnection fee. Consumers should ask their retailer about any extra charges before asking for same day reconnection.
And remember, it can be costly to reconnect after a period of disconnection.
If natural gas services have been off for at least six months, consumers may need an inspection and gas permit before services can be reconnected. First, a bonded and licensed contractor (e.g. a plumber or pipe fitter) must assess the gas line, and then a municipal inspector must do an inspection. The distributor may also require access to the property to reconnect services.
Consumers can contact their natural gas distributor for the reconnection requirements in their community.
