Frequently Asked Questions
Your questions are important to us!
Below are many common questions and answers.
As an Energy Marketer in a deregulated market, we must maintain bonded prudential accounts with the Alberta Electric Systems Operator (AESO), as well as the Distribution companies. Both of these prudentials are to ensure that if the customer defaults on their payment, the distributors or the generators are reimbursed.
Asking for a Prudential Security Payment that pays a 5% per annum return to the customer is one mechanism we are using to cover this cost and risk on an incremental basis. Your investment in our prudential account allows us to keep our rates lower and continues to save you money on your energy bill. The interest is credited to your monthly bill and the Prudential Security Payment is fully refundable should you choose another Energy Marketer for your energy needs.
Some conditions apply: The minimum amount that must be maintained on deposit will be the equivalent to twice the average monthly electricity bill and is based on the rate chosen. The amount of the prudential must be debited from your bank account prior to enrollment. If we do not receive your normal monthly payment for energy consumed by the due date indicated on the bill, we reserve the right to apply the funds from the prudential toward the outstanding billed amount and may de-enroll your site.
No, if you do not have this information from your current bill, we can find it for you.
Yes, regulated rate (month-to-month) customers can switch over at any time. If you have signed a long-term contract, we encourage you to contact your current retailer/Energy Marketer to verify the cancellation process and to determine if any exit fees or penalties need to be paid, prior to switching to a new energy retailer/Energy Marketer.
No. Services provided by Energy Marketers differ only by price and other contract features and the electricity or natural gas will continue to come to your home or business, through the same network of wires or pipes, no matter who you choose as an energy retailer.
By law, the local utility company is not allowed to provide different care levels to customers who have chosen an alternate supplier. You will continue to receive the same level of delivery quality, emergency response and meter reading from your current local utility. If, for some reason, an Energy Marketer decided to abruptly end its services, then that company's customers would automatically be enrolled with the regulated rate provider.
There are no enrollment fees to choose us as your Energy Marketer.
Pre-authorized debit from a chequing account is our only method of payment. This charge will appear on your bank statement as UTILNET-****-EL / UTILNET-****-NG
Our payment due dates are based on when your meter is read by the distribution company. The meter readings and consumption information is sent to us electronically and bills are produced with a payment date seven days after the billing date.
Our new Pick-a-Date program gives customers the ability to pick the date payment for their monthly invoices are withdrawn from their account. All electricity and natural gas customers can choose any day of the month (1st – 28th) or the last day of the month for their payment date (some conditions apply). If you are interested in taking advantage of this new program, contact our Customer Care team and they will help get you set up.
Electricity exported to the grid by Small Micro-Generators (MG), as defined under the provisions of the Province of Alberta, Electric Utilities Act, Micro-Generation Regulation, is calculated based on meter read information provided by your distribution company. The exported electricity meter data is processed on a monthly basis and will be included as a 'MG Credit' on your bill. The credit will be calculated using the fixed or variable rate chosen by the customer for their imported energy.
If you have a power outage or other energy related emergency, please call the local utility company for your area (ATCO Electric, ENMAX, EPCOR, FORTIS Alberta, ATCO Gas, etc.). Contact numbers for the utility company may also be found on your current bill.
We are very concerned about the security and confidentiality of your personal information. Each account is secured by a unique combination or User ID and password and all systems and data are stored in a secure, fully redundant data center that is monitored 24/7.