Retail Energy

A Message for our ATCOenergy Customers

In response to the COVID-19 virus

For Albertan Families We Proudly Serve

Updated March 25:

We know you have questions and concerns regarding your utilities.

We’ll update this page regularly to keep you on top of utility news in Alberta as it’s released by the provincial government as well as by the AUC.

On March 18, the Government of Alberta announced the option of a temporary 90-day Utility Deferral for Residential, Small Commercial Business, and Farms.

Large Commercial accounts were not included in this policy announcement. If you’re unsure if your business qualifies, you can see what resources have been made available through the Government of Alberta and the Government of Canada as part of the ongoing response to the COVID-19 pandemic.

As you may have already experienced, many Albertans like you are trying to reach us through our call center and wait times are longer than we strive for- we thank you for your patience. Below are some resources to support you and your family as we all adjust to new circumstances. 

We hope you'll find them helpful for making informed decisions. 

Your important questions, answered

  • How do I qualify for the deferral program?

    If COVID-19 is making it difficult to pay your energy bill for your home, farm or small business, you qualify. No questions asked. Just give us a call or contact us through webchat or email to let us know you’d like to defer your payments.   

  • Does this mean I can just stop paying my energy bill?

    You'll continue to receive a bill, and it is important to still review it. If you choose to defer your payments, please let us know. You won't have to pay anything during the deferral period, but some customers are choosing to pay what they can to avoid a very large bill once the deferral period ends.

  • What does the government’s deferral plan mean for me?

    The temporary deferral plan gives you relief on your energy bill until June 18. If you’re unable to pay your bill between now and then, you won’t be charged any interest or late penalties on your balance. This plan DOES NOT cancel your bill. The balance will carry over and be applied after June 18. That’s why some customers are choosing to pay at least a portion of their bill if they’re able. 

  • I can’t pay the full balance by my statement due date. What are my options?

    We understand these are challenging times. If you’re not on a pre-authorized payment plan, you can pay any amount up to the full amount as you’re able. There’s no minimum amount.

    If you are on a pre-authorized payment plan, please let us know 5 business days before your balance is due, and we can adjust your payment amount. 

  • I’m on Pre-Authorized Payments – what is going to happen?

    If you’re on a pre-authorized payment plan, please let us know at least 5 business days before your balance is due and we can adjust your payment amount. Within 5 days, we won’t be able to stop the payment. If this happens, we won’t charge any late fees or penalties, but your bank may charge a fee if there are insufficient funds in your account.

  • If I defer my utility bills, can I still make a payment on my account?

    Absolutely! We’d encourage you to make payments as you’re able. If you can maintain at least some payments now, it will help lower your accrued balance in June. 

  • What is ATCOenergy doing for small businesses?

    Small businesses also qualify for the temporary deferral plan. If you would like to explore this option, please let us know. 

  • Do large commercial businesses qualify for the deferral plan?

    Large commercial accounts using in excess of 250,000 kWh of electricity or 2,500 GJ of natural gas a year are not eligible for the temporary deferral plan.  Other resources have been made available to large businesses through the Government of Alberta and the Government of Canada as part of the ongoing response to the COVID-19 pandemic.

  • How much do I have to pay?

    During the deferral period (until June 18, 2020), you don’t have to pay anything. You won’t be charged any interest or late fees on your balance during that time. You’ll still receive a bill showing the new energy charges and any previous amount owning and be required to pay this amount after the deferral period has ended.

    That’s why some customers are choosing to pay at least a portion of their bill if they can, but there’s no required minimum amount.  

  • Will my credit score be affected if I don’t pay my statement by the due date?

    No. If you choose to temporarily defer payments, we won’t be charging any interest, late fees, or filing any reports to credit or collections agencies. 

  • What can I do to lower my bill?

    Now that we’re all spending more time at home, be mindful of your consumption. It sounds like a small thing, but turning off any lights and unplugging electronics, small appliances and game consoles when they’re not in use will help.

    You can find other energy-saving tips here. 

  • Are you charging interest or late fees?

    No. We know this is a difficult time. We won’t be charging any interest or late fees during the deferral period. 

  • If I defer my payments for the whole 90 days, what are my options once the temporary deferral period ends?

    At the end of the temporary deferral period, you’ll have a few options to help handle the large balance. We’ll work with you to help spread that balance out over time to make your bills more manageable. 

  • I usually call ATCOenergy and pay over the phone. Is there another option if wait times are too long?

    We’re doing our best to answer calls as quickly as possible, but these days, we might not answer as quickly as we’d like to. If you’re trying to make a payment, you can also pay:

    • Online through online banking
    • At your local bank branch (please check to make sure your branch is open)
    • Through an automatic bank withdrawal
    • By credit card through your ATCOenergy My Account