If you have an overdue balance on your utilities account(s) and received a Pending Disconnection Notice from your utility provider, you should immediately contact your provider to make a payment, request a payment arrangement or report any payments you have made to avoid a full disconnection of service and additional charges for future reconnection.
If your electricity or natural gas services are disconnected, we can help. The Utilities Consumer Advocate (UCA), in partnership with the Alberta Utilities Commission (AUC), utility retailers and distributors, and other government agencies, such as Alberta Works and AISH, contacts customers with disconnected utilities to help get them reconnected before the cold weather hits.
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. While Winter Rules prevent disconnection during colder months, if your utilities are already disconnected by the time Winter Rules begin, they will remain disconnected. Learn more about how the UCA can help below.
Winter Rules - Electricity
Electricity services can't be fully disconnected between October 15th and April 15th unless there is a sustained period of temperatures above 0 degrees at night.
Load Limiters
If you have unpaid bills, a load limiter may be installed on your meter. This is a device a distribution company can install on your meter after receiving a request from your retailer.
To learn more about load limiters, head here.
If your account remains unpaid at the end of the winter rules period, the distribution company may remove the limiter and fully disconnect your services in the spring.
Winter Rules - Natural Gas
Natural gas services can't be disconnected between November 1st and April 14th, unless there is a sustained period of temperatures above 0 degrees at night.
If a balance is still unpaid when winter rules end, your services may be disconnected.
If you want to have natural gas services disconnected during the winter, you must provide a written request to your retailer.
Know Your Options
While the UCA is unable to provide financial assistance, we may be able to mediate payment arrangements with your retailer or provide referrals to agencies that can help. Contact one of our Mediation Officers for more information. You also can contact your retailer directly to set up a payment arrangement, or to report any payments you have made.
How We Can Help
On November 1st, the UCA Mediation team begins contacting consumers whose electricity or natural gas services were disconnected after April 15th, and remain disconnected as of November 1st. If you're identified as a consumer with disconnected services during this period, the UCA will try to contact you by mail, phone and email.
If you require financial assistance, the UCA may share your information with social agencies such as Alberta Works, AISH and seniors' organizations who may be able to help with payments.
All regulated utility retailers support the AUC Winter Utilities Reconnection Program. They work with the UCA throughout the year to resolve disputes and keep power and gas turned on. As a reminder, the Winter Rules only apply to residential consumers. However, anyone needing help with their utilities can contact the UCA.
Contact us
Phone: 310-4822 (In Alberta)
Phone: 780-644-5130 (Outside Alberta)
E-mail: [email protected]
