New bill look, same great customer service!

Your ATCO Energy bill just got a makeover

We've upgraded to a great new billing system. It provides a streamlined statement and a more personalized experience. With the transition to the new system, here are a few things that may impact you:

1. Billing cycle

Your billing cycle is the monthly pattern in which your distributor provides ATCO Energy with your meter usage information, we generate your statement, then send it to you. When we upgraded to the new system, your billing cycle may have been impacted:

• New billing cycle. We’ve worked to make sure when you use your energy is closer to when you get your statement. Your billing cycle has been adjusted to make sure when you use your energy is closer to when you get your statement. This means your statement may now arrive earlier or later than it did in the past.  
  
• A few extra (or fewer) days may be covered on your first statement. By your next statement, you’ll see all the dates have been accounted for.
  
• Separate statements for gas & electricity. This is temporary. By your next statement, you’ll see electricity and gas on the same statement like you’re used to.

If these changes have disrupted your monthly budgeting and you need a temporary payment plan, we’ve got you covered. Just give us a call at 1-844-687-2826.  We know the last cold snap and high cost of living have some of us tapped out!

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2. Meter read information

To streamline the amount of information on the new statements, we removed detailed meter reads. We recognize some of our most diligent customers like that level of detail, and we’re happy to say we’ll be putting it back on the statement soon. ‍

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3. How energy charges are calculated

With the new layout of the statement, some charges are displayed differently. You can find out more about your energy charges in Section 3 of your Terms & Conditions, and more detailed definitions and calculations in Section 14. But if legalese and advanced calculus aren’t your idea of a good time, here’s what you should know:

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• Energy charges consist of your monthly consumption as shown on your meter, plus Unaccounted-for-Energy (UFE)-Related Charges.
  
• UFE and UFG-Related Charges cover unaccounted for electricity and gas from the distributor. These imbalances can come from things like meter measurement errors, calculation assumptions, or resistance on transmission lines, etc. You can find UFE displayed under “Energy Charges” and UFG with “Delivery, Government & Other Charges” on your statement.
• These volumes are based on your specific meter profile.

If you’d like to see your detailed energy charges, including meter read and UFE-Related charges, please fill out this form or call 1-844-687-2826.

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4. Preauthorized payments

If you’re set up for Preauthorized Payments, you can check, modify or manage your preferences in My Account. Please do not make a separate credit card payment through My Account.

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• Confirm your payment was processed in My Account → My Energy → Billing → Last Payment. The payment could take up to 2 business days to show in My Account.
  
• See if you’re set up for Preauthorized Payments, change your payment method, or update your credit card number in My Account → Preferences → Billing Options.

If you’re using a different payment method and would like to switch to Preauthorized Payments, please give us a call at 1-844-687-2826.