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​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.

In the case of an error, please contact us as soon as it is discovered. Where billing errors have resulted in overbilling, the customer will be credited with the amount erroneously paid for a period of up to 6 years. Where billing errors have resulted in under-billing, the customer shall be charged with the amount erroneously not billed for a period of up to:

  • 2 years, in the case of an individual residential customer who was not responsible for the error, and
  • 6 years, in other cases.

If you haven't paid your bills

We disconnect an account for non-payment 45 days after the billing date and the customer hasn't honoured 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.

Before that:

  • An overdue notice is sent to the customer when an account is overdue 20 days from the billing date.
  • Seven days after the initial notice, a disconnect notice will be issued to the customer.
  • A disconnection notice is mailed out 19 days in advance of the disconnection.
  • An EPCOR representative will contact the customer 2 days before disconnection.
  • A hand-delivered notice is provided to the customer at the time of disconnection.

Reconnection charges

Reconnection charges of $85.00 each plus HST will be added to the account as applicable. Payment of the reconnection charge must be made before reconnection can occur and a security deposit or an increase to the existing security deposit may be required before reconnection of service is completed.

When media or social media are involved

Among other restrictions, the federal Personal Information Protection and Electronic Documents Act (PIPEDA) 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 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 and Electronic Documents Act (PIPEDA). 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.

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. 

We make sure we're compliant with the rules of the Ontario Energy Board. Typically, we disconnect an account for non-payment 40 days after the account is past due and the customer hasn't honoured 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. There are special programs available for low-income customers.

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 service when we've exhausted all other attempts at resolution and we've given advanced warning by phone/email or written notice.

Before that:

  • You'll receive a minimum of 3 warnings with options for payment arrangements before services are disconnected.
  • We'll send you an overdue notice.
  • If a payment isn't made, we'll send you a formal 14 day notice of disconnection.
  • If we still don't hear from you, we'll use the information we have on file to attempt to contact you 48 hours before disconnection (phone/email/written). 

Please make sure we have your current contact information on file to avoid any service interruption. 

Winter rules

The Ontario Energy Board prohibits any utility from shutting off power at residential sites between November 15 and May 1.

De-energizing sites in the winter

During Winter Rules, for safety reasons, we won't fully disconnect power at a residential site. 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 (705) 445-1800.

Connecting with you before Winter Rules begin

Prior to winter rules, we send letters to customers whose service is turned off and are either:

  • Still disconnected
  • Paid up on their past-due, but haven't contacted us to reconnect service

If you receive one of these letters, please contact us as soon as possible so we can work with you to reconnect service. If we don't hear from you, we'll also try calling you 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. 

Meter Disputes

If your energy usage is not consistent with what you expected, please contact our office, or log in to your Customer Connect to investigate further. 

Our meters are verified as per measurement Canada standards but you do have the right to file a complaint with Measurement Canada if you think you've received an inaccurate measurement. If the meter is determined to be inaccurate, we'll correct your bill.  If the meter is confirmed to be accurate, you will be subject to a service charge. 

We respect your privacy

We adhere strictly to EPCOR's Privacy Policy, which follows the provincial Personal Information Protection and Electronic Documents Act (PIDEDA). 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. 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.

When media or social media are involved

Among other restrictions, Ontario's Personal Information Protection and Electronic Documents 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.

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 honoured 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.

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.

In the case of an error, please contact us as soon as it is discovered. Where billing errors have resulted in overbilling, the customer will be credited with the amount erroneously paid for a period of up to 6 years. Where billing errors have resulted in under-billing, the customer shall be charged with the amount erroneously not billed for a period of up to:

  • 2 years, in the case of an individual residential customer who was not responsible for the error, and
  • 6 years, in other cases.

If you haven't paid your bills

We disconnect an account for non-payment 45 days after the billing date and the customer hasn't honoured 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.

Before that:

  • A disconnection notice is mailed out 12 days in advance of the disconnection.
  • An EPCOR representative will contact the customer 2 days before disconnection.
  • A hand-delivered notice is provided to the customer at the time of disconnection.

Reconnection charges

Reconnection charges of $85.00 each plus HST will be added to the account as applicable. Payment of the reconnection charge must be made before reconnection can occur and a security deposit or an increase to the existing security deposit may be required before reconnection of service is completed.

When media or social media are involved

Among other restrictions, the federal Personal Information Protection and Electronic Documents Act (PIPEDA) 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 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 and Electronic Documents Act (PIPEDA). 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.