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: May 27, 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.

If you expect to have difficulty paying your EPCOR bill, please contact us at 310-4300 to make payment arrangements suitable to you before the deferral period ends on June 18, 2020.

Next steps after the deferral period ends

The 90 day deferral period ends June 18, 2020. If you deferred your bill, here is some important information to keep in mind leading up to the end of the deferral period.

How we will work with you

• We are reaching out to customers ahead of the deferral period ending to help them make payment arrangements, so they can manage any outstanding amounts.
• We are also reaching out to customers who may have 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 at the close of the deferral period without needing to contact EPCOR again.
• Customers who do not contact EPCOR will automatically see their outstanding balance divided into 10 equal monthly installments leading up to June 18, 2021.
• We encourage any customers who have deferred paying their bills to contact us at 310-4300 if they have not already made payment arrangements.

About your utility services

As we near the end of the deferral period, 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. We may provide customers with advanced notices in writing or by phone before their utility services are affected.   
• During winter months, we do not fully disconnect residential electricity customers for non-payment.

• Learn more about billing resolutions.

• You can continue to complete regular account activities online using My Account. 

​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.
• 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.