When a utility customer does not pay their bill by the due date, several steps are taken before utilities are disconnected. 

A retailer will often put a late fee for the missed payment onto the next month's bill, along with the unpaid balance. If your bill is still unpaid, your utility provider will provide you with notice of a missed payment (typically within 30 days). If the provider does not receive a response, they may reach out again. If the customer still does not contact the utility provider, utilities may be disconnected if it is outside of the Winter Rules period. 

If you need financial assistance there may be local organizations offering support, you can learn more here.

Winter Rules

Winter Rules are designed to keep Alberta residents’ power on during the cold winter months. The disconnection rules do not apply to commercial meters or for water utilities. If you are facing utility disconnection during the winter months, please visit the AUC Winter Utility Reconnection Program page for more information.

Load Limiters 

If you have unpaid bills, a load limiter may be installed on your meter. This is a device a distribution company can install on your meter after receiving a request from your retailer. 

To learn more about load limiters, head here. 

How do I prevent my utilities from being disconnected? 

If you have an unpaid balance, it is important to reach out to your provider to make a payment, request a payment arrangement or report any payments you have made to avoid a full disconnection of service and additional charges. If you need assistance, contact a mediation officer.

How do I get my utilities reconnected? 

If your utilities are disconnected, there are steps you can take to have them reconnected. 

For electricity and natural gas customers your power will not be fully restored until: 

• You pay your account in full
• Your provider accepts a payment plan and chooses to restore the utilities based on this payment arrangement. If you break your payment arrangement, your utilities may be disconnected.

Reconnection typically takes up 48-72 hours, which does not include weekends or holidays. After reconnection, your first bill may include a reconnection fee and a possible security deposit. If a distributor can reconnect you on the same day, you may need to pay a higher reconnection fee. Talk to your provider about any extra charges before you ask for a same day reconnection. 

And remember, it can be costly to reconnect after a period of disconnection. 

If your natural gas service has been off for at least six months, you may need an inspection and gas permit before your services can be reconnected. First, a bonded and licensed contractor (e.g. a plumber or pipe fitter) must assess your gas line, and then a municipal inspector must do an inspection. The distributor may also require access to your property to reconnect services. 

Contact your natural gas distributor for the reconnection requirements in your community. 

How The UCA Can Help

The Utilities Consumer Advocate’s mediation officers can share advice on comparing utility rates, as well as provide information on utility issues and help settle disputes with your provider. Contact us toll-free at 310-4822, email at ucahelps@gov.ab.ca, or visit the Contact a Mediation Officer page for more information.