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​EPCOR has plans in place to manage disruptions or emergencies, and we are committed to providing reliable utility services to the communities that count on us. We continue to closely monitor the COVID-19 outbreak, and will provide further updates on customer service impacts.

​Updated: March 24, 2020

Customer service and billing

The impacts of the COVID-19 pandemic have been difficult for all of us and we understand that many individuals and businesses have had their incomes disrupted. We are pleased to stand together with the Government of Alberta, the City of Edmonton, and others in the utilities sector, to make sure that our customers have the support they need to focus on taking care of themselves and their loved ones instead of worrying about mounting utility costs.

If you haven't already heard, here are some of the supports implemented as of March 18, 2020:

  • Residential, small commercial and farm customers who experience difficulties paying their utility bills may defer paying them for up to 90 days.

  • No late fees will be applied during this 90-day deferral period.

  • We will not disconnect residential, small commercial or farm customers who are in arrears.

  • If you expect to have difficulty paying your utility bills, please contact us at 310-4300.

During this confusing time, we want to provide some clarity regarding your utility services.  

  • It's important to note that we do send notices to customers who are in arrears on their account. Some customers will receive notices that were mailed before the significant disruptions created by the COVID-19 pandemic.
  • During winter months, we do not disconnect electricity customers for non-payment.
  • There are no residential, small commercial or farm utility disconnections being processed for water or electricity in our service territory, and none planned for the foreseeable future.
  • Customers can count on continuing to receive reliable utility services.
  • You can continue to complete regular account activites online using My Account. Find out what you can do online.
Emergency utility work

You can count on us in a utility emergency. If you experience a utility emergency, please call the EPCOR Trouble line at (780) 412-4500.

A lot of our customers are contacting us at this time and some customers are experiencing intermittent issues in reaching us on this line. Don't worry – we're working quickly to resolve it. When you call, please hold the line for your call to be answered and if you're disconnected, we apologize and ask that you try again.

If you have a public safety concern, please call 911.

Non-emergency utility work

Providing reliability in uncertain times

At a time like this, you want to know there are things you can still count on.

If you happen to see EPCOR crews working in your neighborhood, it's because you can count on them. They are there conducting utility system repairs and maintenance to make sure you and your family have reliable power, water and wastewater services.

These are challenging times for us all. We have plans in place to manage through disruptions and even major emergencies, and this means taking care of our critical infrastructure. The systems need to work – and keep working the way you need them to.

More people are at home and counting on us to keep the lights on and the water flowing. This is why, especially during this unprecedented time, repairs and ongoing maintenance are important; and why we thank you for your patience and support while we complete this work.

Edmonton in-person services

To help protect the health and safety of our employees, customers, and the public, we've to make some tough decisions about the in-person services we provide. The following services have been suspended or postponed until it is safe to offer them once again: 

  • Public tours have been suspended at all of our facilities.
  • Non-essential customer site visits have been suspended and will be rescheduled for when it is safe for us to visit. Affected services currently include: inside meter readings at commercial and residential properties; non-essential meter replacement inspection or maintenance; home flood prevention visits; proactive root maintenance; and proactive drainage compliance inspections of commercial and industrial facilities.
  • Public assembly activities such as open houses and community committees have been postponed.
  • Customer counter service for infill at the MNP Tower and hydrant permit and truck fill account inquiries at Montrose have also been suspended.

You can still count on us for essential in-person customer services, including responding to emergency sewer backup calls, notifications to customers impacted by an emergency utility interruption, and water meter installations at new locations. For your safety and ours, we'll be implementing additional distancing protocols during those visits and we ask customers to take precautionary measures by maintaining a safe, two meter distance from the crew.

Online tools available to you

During these challenging times, we don't want you to worry about your utility services so we have a number of online tools and resources available to help you.

Manage your account with My Account

Many organizations are responding to the COVID-19 outbreak so phone systems across the province are strained. If you need to contact us regarding regular account services, we encourage you to log in to My Account to avoid any delays you may experience calling our customer service center. Here are some of the things you can do in My Account:

  • Pay your bill
  • Check your balance
  • Sign up for ebill
  • Start, stop and move services
  • Set up automatic bill payments

Power and water outages (Edmonton only)

In Edmonton, stay informed about outages in your area with our power outage and water outage maps. 

You can also sign up for power outage alerts to get the most up-to-date power outage information sent directly to your phone.