Signing up FAQs
Can I choose my energy retailer?
Yes. In Alberta you’re free to choose a competitive retailer. If you don’t choose a retailer you’re automatically enrolled with the regulated provider in your area.
- How do I sign-up?
Do I need to cancel my services before switching to ATCOenergy?
If you’ve never chosen an energy retailer, you’re are on a regulated rate, so there’s no need to notify your provider. We take care of everything! If you already have an energy retailer, you’ll need to check the terms and conditions on your current contract.
Did you send a salesperson to my home?
Absolutely not. We respect your home and your privacy. We’ll never send a salesperson to your home. Protect yourself from door-to-door scams, and never sign an energy contract with anyone who shows up at your home without an appointment.
Rates and Plans FAQs
How do I know what plan is best for me?
With our Guaranteed Rate, you pay a fixed rate for every kWh or GJ you use. Your rate will stay the same, but you’ll see smaller fluctuations in your monthly energy bill based on your consumption. Guaranteed rates might not be the lowest rates, but they provide the stability that’s easier to budget for.
For residential customers, our ATCO Advantage Rate Plan is based on the actual wholesale market price* with no additional markup per kWh or GJ. A flat daily fee unlocks access to the same energy rates we pay. Since market rates fluctuate, you could pay a little more one month but save more the following month. Historically, market rates usually work out to be less over time.
For business customers, our Variable Rate is based on the actual market price plus a minimal fee and changes monthly. You could pay a little more for one month but save more the following month. People who are comfortable with rate fluctuations from month to month may prefer a variable rate.
Whatever you choose, remember that you’re almost always free to change your plan at any time. That way, if the markets take an unexpected turn, you have the flexibility to switch between guaranteed or market rates.
How are electricity prices set?
Just like natural gas, many things affect the market price of electricity. Weather, outages, supply, surge in demand and the price of natural gas (a fuel for generators) are some of the causes. All electricity retailers provide a charge for the amount of power consumed, plus minimal administration costs.
Your bill will also include transmission and distribution charges, GST and other fees. The transmission and distribution charges are regulated by the government and are passed on directly by your provider. These charges will stay the same no matter what retailer you choose and can vary depending on where you live in the province.
How are natural gas prices set?
The market determines the price based on supply and demand. Weather, supply, surge in demand, environmental policies and many more things can affect the price of natural gas. All natural gas retailers provide a charge for the amount of gas consumed, plus minimal administration fees.
Your bill will also include distribution and transmission charges, GST and other fees. Transmission and distribution charges are regulated by the government and are passed on directly by your provider. These charges will stay the same no matter what retailer you choose and can and vary depending on where you live or are located in the province.
What is a regulated rate?
If you haven't entered an agreement with an energy retailer, you are currently paying the Regulated Rate Option (RRO). This means your rate fluctuates from month to month as the market fluctuates. Choosing your energy retailer allows you to choose either a guaranteed or variable rate, and gives you more control over your energy choices.
Is there a penalty to cancel?
Depending on the term you choose, we’ll guarantee your rate for 1, 2 or 3 years. On all the plans we offer today, you’re free to switch, change or even cancel your plan at any time. We just ask you to give us 15 days’ notice. Some previously available plans with special discounts or offers might have an early departure fee. If you’re not sure, give us a call at 1-844-687-2826 and we’ll be happy to help.
What if I move?
If you’re moving within Alberta, you can take us with you. Call 1-844-687-2826, send an email inquiry to firstname.lastname@example.org or use the live webchat. Let us know your new address, and we’ll transfer your current plan to your new location.
Billing and Payment FAQs
- Can I add another person to my account?
How do I pay my energy bill?
Your bill can be paid via online banking, telephone banking, at the bank, automated bank withdrawal, one-time credit card payment, pre-authorized credit card payments or by sending payment through the mail.
- How do I sign-up for electronic billing?
- How do I sign-up for email bill notifications?
- Do you have text bill notifications available?
My meter reading is wrong, how do I correct this?
For issues with your meter, please contact your distribution company. Their number can be found on the back of your energy bill.
- Where can I find my account balance?
How do I inquire about or dispute charges on my bill?
We ask that you bring any questions, discrepancies or disputes about your invoice to our attention as soon as possible. Please note that your invoice must be paid in full by the due date while any such questions, discrepancies or disputes are being addressed.