Alberta Utilities Commission

The Alberta Utilities Commission regulates electric, natural gas and water utilities in Alberta. It approves rates, licenses facilities and reviews complaints about how regulated utilities apply their tariffs. Alberta's retail energy market is competitive, so the right route depends on whether the problem is with the wires and pipes or with the company that sells you the energy.

What the AUC handles

• Regulated electricity distribution and transmission charges.
• Natural gas distribution charges.
• Water and wastewater utility rates where the utility is regulated.
• Service quality, connection and meter complaints.
• Compliance with approved tariffs and conditions of service.
• Certain enforcement and safety matters.

What it cannot do

The AUC does not set the price of the energy commodity, which is set by the market or by your retail contract. It does not resolve most disputes with retail energy marketers; those go to the retailer, the Utilities Consumer Advocate and Service Alberta. It also does not handle telecom or insurance complaints.

How to complain

Start with the utility that provides the service. For a wires or pipes issue, that is the distribution or transmission company. For a contract or billing issue with a retailer, it is the retailer. Ask for a formal complaint and a written response. If the regulated utility does not resolve it, contact the AUC's consumer relations team.

The AUC can require the utility to explain how it applied the tariff. Common outcomes include a corrected charge, a meter investigation, a payment arrangement or a repair order. If the issue is a retailer contract, the AUC may not be the right body, but the Utilities Consumer Advocate can explain your options.

Retail versus regulated

Alberta households can buy energy from a regulated rate option or from a competitive retailer. The regulated rate option is set through a process overseen by the AUC, while a competitive contract is a private agreement. Read your contract before assuming the regulator can change the price. If a sales agent misrepresented the contract, document what was said and when, then complain to the retailer and the UCA.

Evidence that helps

• Bills showing the disputed charge.
• The contract and any welcome letter.
• Meter readings and photos.
• A dated log of calls and visits.
• The utility's final response.

For telecom complaints in Alberta, use the CCTS. Read how to complain to the CCTS in Canada for that process. For help understanding an energy bill or a retail contract, see the Utilities Consumer Advocate page.