Compliance
We adhere to market rules and regulations.
ATCOenergy is a licensed retail electricity and natural gas company operating in the Province of Alberta. We understand the market and the rules and regulations that govern it. Compliance with the Code of Conduct for the provision of Electricity and Natural Gas is a prerequisite for retailing in Alberta. Our plan has been approved by the Alberta Utilities Commission on March 1, 2022.
View Code of Conduct Regulation
Complaints about contraventions of the Code of Conduct Regulation may be directed to ATCOenergy’s Compliance Officer at sarah.francis@atco.com for resolution. The Compliance Officer will acknowledge receipt of the dispute, complaint or inquiry within 5 working days of receipt. The Compliance Officer will respond to the dispute, complaint or inquiry within 21 days of its receipt. The response will include a description of the dispute, complaint or inquiry and the initial response of ATCOenergy to the issues identified in the submission. ATCOenergy’s final disposition of the dispute, complaint or inquiry will be completed as expeditiously as possible in the circumstances and, in any event, within 60 days of receipt of the dispute, complaint or inquiry, except where the party making the submission otherwise agrees.
Complaints about contraventions of the Code of Conduct Regulation may be made to the Alberta Utilities Commission or the Market Surveillance Administrator. The Alberta Utilities Commission can be reached by contacting 1.780.427.4903 or utilitiesconcerns@auc.ab.ca. The Market Surveillance Administrator can be reached by contacting 1.403.705.3181 or compliance@albertamsa.ca. The Alberta Utilities Commission and the Market Surveillance Administrator are independent of ATCOenergy.
All customers are free to purchase natural gas services from the default supply provider or from a retailer of their choice and to purchase electricity services from the regulated rate provider or from a retailer of their choice. The delivery of natural gas and electricity to you is not affected by your choice. If you change who you purchase natural gas services or electricity services from, you will continue receiving natural gas and electricity from the distribution company in your service area. For a current list of retailers you may choose from, visit www.ucahelps.gov.ab.ca or call 310-4822 (toll free in Alberta). Some offers, in whole or in part, may not be available in gas co-ops, municipally owned utilities, and some Rural Electrification Associations.
If you have any questions or concerns about our Privacy Commitment, please contact one of our privacy officers.