Customer Service And Billing

​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: June 19, 2020

Effects of the COVID-19 pandemic created many challenges, including impacts to individuals and businesses whose incomes were disrupted. In partnership with the Government of Alberta and the municipalities we serve, residential, small commercial and farm customers who experienced difficulties paying their utility bills had the option to defer paying their electricity bill (across Alberta) and their water bill (in Edmonton) for up to 90 days with no late fees.

The 90 day deferral period ended on June 18, 2020.

If you deferred your bill, here is some important information.

How we will work with you

• We reached out to customers before the end of the deferral period to help them make payment arrangements to manage any outstanding amounts.
• We also reached out to customers who previously made payment arrangements to confirm that those arrangements still work for them.
• Customers who already set up payment arrangements will see those continue or come into effect without needing to contact EPCOR again.
• Customers who we are unable to reach, will automatically see their outstanding balance divided into 10 equal monthly installments leading up to June 18, 2021.
• While you'll see the total amount owing on your bill, you will want to ensure your payment includes the repayment amount, in addition to your new monthly charges (the amount appearing on the "New charges" line of the first page of your bill) on or before the due date.
• If you have questions regarding your account or payment arrangements,  contact us at 310-4300.

​Edmonton in-person services

To help protect the health and safety of our employees, customers, and the public during the COVID-19 pandemic, we've made necessary changes to in-person services we provide. The following services have been suspended or postponed until further notice: 

• Public tours have been suspended at all of our facilities, with the exception of the Rossdale Power Plant. Tours of the power plant are being managed by Prairie Sky Power Plant Tours.
• Non-essential customer site visits have been suspended and will be rescheduled when conditions are appropriate. 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.