Billing resolutions
We'll always work with you to find resolution in the case of a billing dispute. And if we're wrong, we'll fix it.
Typically, we disconnect an account for non-payment 60 days after the account is past due and the customer hasn't honored our payment arrangement. If you're having difficulty paying on time, please contact us as soon as possible so we can work with you to find alternate payment schedules. We're also happy to direct you toward social agency assistance upon request.
If you haven't paid your bills
Because it's important that every ratepayer pay for the services they've used, we have to take action when someone isn't paying their bill. We only cut off power or water service when we've exhausted all other attempts at resolution and we've given advanced warning by phone or written notice.
Before that:
- You'll receive a minimum of 3 warnings with options for payment arrangements before services are disconnected.
- Collection activity begins with a call to you within 4 days of your next bill.
- If a payment isn't made, you'll receive either a call or a letter requesting payment.
- If we still don't hear from you, we'll call again or send you a letter by express post.
Winter rules
The Alberta's Electricity Utilities Act Distribution Tariff Amendment Regulation prohibits any utility from shutting off power at residential sites between October 15 and April 15, or any other time when the temperature is forecast to be below 0°C in a 24 hour period (known as Winter Rules). During either of these times, the Act allows utilities to apply a limiter. A limiter does exactly what its name says: it limits how much power you can use.
It's no secret that winters in Alberta can be pretty unforgiving. And as those temperatures drop and the days grow shorter, the need to operate sources of heat (furnace fan, space heater, etc.) and lighting may increase.
So during those colder months, if you're having trouble paying your EPCOR power bill, the Alberta Utilities Commission (AUC) has measures to protect you.
Power limiters
A limiter is installed on residential meters instead of shutting off power completely during the cold months of the year. They are installed on sites for non-payment, and may also be installed on sites where no one is billing for the electricity services.
There are 4 types of limiters. Some operate by restricting the flow of electricity while others cycle between full power and no power.
You'll have enough power to run heat, a few lights and a major appliance such as a fridge. Beyond that, once other electrical appliances are turned on, and use of power exceeds the limit, the limiter shuts off your service.
Restricted flow limiter
These types of limiters can be reset, and as long as you stay within the limit you'll have electricity. The
way to reset your limiter depends on which type you have.
Automated limiters
These types of limiters provide 240 volts of power and allow for the use of 240 volt devices. The limiter provides 420 watt hours of energy consumption within a 15 minute period. If energy consumption limit is exceeded within the 15 minute period, the power will cycle off for 15 minutes.
De-energizing sites in the winter
During Winter Rules, we will not fully disconnect power at a residential site. This is required by regulation and ensures safety during the winter months.
If a customer would like to pursue a full disconnect of power when the above conditions are in effect, they must request a salvage to remove the meter at the residential site. For more information, please call 310-4300.
Connecting with you before Winter Rules begin
We send letters to customers whose service is turned off for non-payment prior to winter rules and either:
- Are still disconnected
- Have paid up their past-due, but haven't contacted us to reconnect service.
If you receive one of these letters, please contact us ASAP so we can work with you to reconnect service. If we don't hear from you, we'll also try contacting you by phone to arrange for payment and reconnection.
If we're unable to contact you by phone and your site is disconnected but you paid your past-due balance, we'll arrange for a visit to the site to verify if power needs to be restored. Letters will be left at these customer locations if there is no one present.
When media or social media are involved
Among other restrictions, Alberta's Personal Information Protection Act states we can't give your account information to media (or anyone else), unless you sign a privacy waiver.
In cases where we don't have a waiver, we can't provide information about your situation. That's why we may not publicly respond to your Tweet or social media post. Instead, we work to ensure you're able to get in direct contact with us.
There are often two sides to a story, and unless you agree to sign a privacy waiver, we won't provide your confidential information, regardless of the issue or media attention.
We respect your privacy
We adhere strictly to EPCOR's Privacy Policy, which follows the provincial Personal Information Protection Act (PIPA). Your account with EPCOR contains private information about you, including your address, phone number, current balance and payment details. Obviously, this kind of information isn't something that should be shared with the public. We understand that; after all, we're utility customers just like you. We do not share our account information with any third-party, unless required by law.
