Customer Service And Billing

​Updated: June 18, 2021

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 participate in a 90-day Utility Payment Deferral Program, which concluded on June 18, 2020. Customers who participated in the program had until June 18, 2021 to repay deferred amounts.

How we will work with you

​​​We understand these are challenging times, and EPCOR is committed to ensuring residents have the assistance they need as Alberta's economy relaunches.

We encourage customers who have outstanding balances to contact us at 310-4300, so we can review their accounts with them and help set up payment arrangements that will work for them going forward. Customers who do not contact EPCOR will be subject to the normal collection process and late fees will be applicable going forward on any past due balances.

If you are h​​aving trouble paying your bills

​If you're having difficulty paying your utility bill, we encourage you to contact us as soon as possible. Our team is here to help. We will work with you to find payment arrangements that work for you, and we can also direct you towards other financial support available if needed​.

​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.