Retail Energy

A Message for our ATCOenergy Customers

In response to the COVID-19 virus

For Albertan Families We Proudly Serve

As COVID-19 restrictions ease and Albertans begin to move forward, rebuild and reconnect, we’re all looking ahead to the future.

On June 18, the temporary 90-day Utility Deferral plan will come to an end. Like all aspects of our lives during this time, emerging from the deferral period will be gradual. If you deferred payments between March 18 and June 18, 2020, you’ll have a full year to repay your deferred amounts.

We realize that 12 equal payments may not fit with your budget or circumstances. Many customers will prefer a more flexible repayment plan, knowing that their energy bills tend to be much lower in the summer and higher in the winter.

To arrange a customized repayment plan that works for you, please contact us. We’re here to help.

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.   

    (Small Businesses use less than 250,000 kWh or 2500 GJs annually. Other resources are available for Large Commercial Businesses)


  • 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?

    Some of our customers are choosing to pay at least a portion of their bill if they can to keep their bills low at the end of the deferral period, but there's no minimum amount. 

    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.

  • 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