Frequently Asked Questions
Avoid Utility Scams
Please be aware that fraudsters are targeting utility customers to gain funds or personal details. Customers should remain vigilant against fraudulent phone calls, text messages, emails, or websites.
At no time will you receive a phone call, text message, or email from us demanding payment be made that day to avoid disconnection or utility interruption.
If you are suspicious about a communication you received, do not engage the sender or caller; refer to your invoice for our official contact information.
We regret that some customers have fallen victim to fraudulent activity. Sophisticated methods are being used by scammers, including fake call display names, text handle names, or email addresses.
Remember, we will not contact you and "Phish" for personal information, banking information, or credit card details.
For more information on how to stay safe or to report fraud, contact the Canadian Anti-Fraud Centre at 1-888-495-8501 or visit http://www.antifraudcentre-centreantifraude.ca
Why is my bill so high?
Higher than expected bill charges can be the result of a few key factors including:
Cold Winter Temperatures
- December and January are historically the coldest months in Alberta, with
January being the coldest of all. Cold weather usually means more natural
gas and electricity usage.
- The majority of consumers use the most natural gas and/or electricity
during these two months with the average January natural gas usage
being approximately 20 GJ/month and electricity usage being
approximately 700 kWh/month.
- If you notice that your usage is higher than expected, compare your bill to
the same month in a previous year, to determine if it is a seasonal,
- Changes in the home: If you notice an increase in your energy usage this
could be due to a change in the home such as keeping the thermostat at a
higher temperature, adding or changing appliances, house guests, or not
keeping up with furnace maintenance and filter changes. The addition of a
portable electric heater, hot tub or a gas or electric fireplace should be
expected to increase usage.
- Changes in natural gas price: Natural gas rates are based on the price of
wholesale natural gas in Alberta. The price of natural gas in Alberta is
impacted by many different factors, including supply and demand, the
economy, world events, currency exchange rates, and weather. Unusually hot
or cold temperatures can affect energy rates, as can extreme weather events
such as fires, floods and hurricanes.
- Find energy efficiency tips at: www.directenergy.ca/learn