New Bill Look, Same Great Customer Service!

We've upgraded to a great new billing system. It provides a streamlined statement and a more personalized experience. With the transition to the new system, here are a few things that may impact you: 

We've upgraded to a great new billing system. It provides a streamlined statement and a more personalized experience. With the transition to the new system, here are a few things that may impact you:

1. Billing Cycle

Your billing cycle is the monthly pattern in which your distributor provides ATCOenergy with your meter usage information, we generate your statement, then send it to you. When we upgraded to the new system, your billing cycle may have been impacted: 
 
  • New Billing Cycle. We’ve worked to make sure when you use your energy is closer to when you get your statement. Your billing cycle has been adjusted to make sure when you use your energy is closer to when you get your statement. This means your statement may now arrive earlier or later than it did in the past.  

  • A few extra (or fewer) days may be covered on your first statement. By your next statement, you’ll see all the dates have been accounted for. 

  • Separate statements for gas & electricity. This is temporary. By your next statement, you’ll see electricity and gas on the same statement like you’re used to. 


If these changes have disrupted your monthly budgeting and you need a temporary payment plan, we’ve got you covered. Just give us a call at 1-844-687-2826.  We know the last cold snap and high cost of living have some of us tapped out! 

2. Meter Read Information

To streamline the amount of information on the new statements, we removed detailed meter reads. We recognize some of our most diligent customers like that level of detail, and we’re happy to say we’ll be putting it back on the statement soon. In the meantime, if you’d like your most recent detailed meter read information emailed to you, please fill out this form.

3. How Energy Charges Are Calculated 

With the new layout of the statement, some charges are displayed differently. You can find out more about your energy charges in Section 3 of your Terms & Conditions, and more detailed definitions and calculations in Section 14. But if legalese and advanced calculus aren’t your idea of a good time, here’s what you should know: 

  • Energy Charges consist of your monthly consumption as shown on your meter, plus Unaccounted-for-Energy (UFE)-Related Charges. 

  • UFE-Related Charges cover unaccounted for energy and line losses from things like meter measurement errors, calculation assumptions, resistance on transmission lines, or even possible theft etc. 

  • These volumes are based on your specific meter profile.


If you’d like to see your detailed energy charges, including meter read and UFE-Related charges, please fill out this form or call 1-844-687-2826.

4. Preauthorized Payments 

If you’re set up for Preauthorized Payments, you can check, modify or manage your preferences in My Account. Please do not make a separate credit card payment through My Account. 

  • Confirm your payment was processed in My Account → My Energy → Billing → Last Payment. The payment could take up to 2 business days to show in My Account. 

  • See if you’re set up for Preauthorized Payments, change your payment method, or update your credit card number in My Account → Preferences → Billing Options.


If you’re using a different payment method and would like to switch to Preauthorized Payments, please give us a call at 1-844-687-2826.


Check out the new look!

Watch the video

Frequently Asked Questions

  • What's new?

    We’ve updated your energy bill so you can find the information you need most, with just a glance!

  • Why now?

    We’ve heard from a lot of Albertans how tough it can be to read a bill. Not just our bills, but most utility bills. Do you feel that way about your monthly statement?

    Our goal is to be transparent with you and make changes when we can based on your feedback. We’re undergoing system updates to improve our ability to serve you. It just makes sense to make these changes while we're working through the system updates.

  • {X} has moved. Where can I find it?

    We’d be happy to help you find whatever info you’re searching for! Watch the video above for some of the most common ones, but if you’re looking for something outside of these, please feel free to reach out to our Happiness Advisors at: 1-844-687-2826

  • Are you still ATCOenergy?

    Yes! We’re still the proudly local ATCOenergy you signed up with! We’ve just got a shiny new look to match our shiny Calgary-based customer service.

  • Will I need to do anything?

    Not a thing. You won't need to change your password or update any of your account information.  

  • Where’s my meter read information?

    When we streamlined our statements, we made changes based on feedback from our customers. We removed some information that tended to cause unnecessary confusion. In the Energy Charges portion of your statement, your meter consumption and other site-level consumption UFE-related charges are combined into your total energy usage. 

    If you have questions about your detailed meter information, please use this form to contact us, and we can provide it to you.

  • How are my Energy Charges calculated?

    Your energy charges are a combination of your usage as shown on your meter and other site-level consumption UFE-related charges. More details about UFE-related charges can be found in Section 3 of your Terms & Conditions.

    If you have questions about your detailed meter information, please use this form to contact us, and we will provide it to you.