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COVID-19

Government of Alberta Utility Payment Deferral Program – Repayment Plan

On June 18, 2020, the Utility Payment Deferral Program (Program) concluded. Customers have until June 18, 2021, to repay deferred amounts through an established repayment plan.

If you did not contact us to enroll in the Program and have unpaid charges due between March 18, 2020, and June 18, 2020, your account has been automatically enrolled in the Program, in accordance with the Utility Payment Deferral Program Act

If you did not arrange a repayment plan with us, an equal monthly repayment installment plan, leading up to June 18, 2021, was created for you for all deferred charges under the Program. We have also included any outstanding amounts owing prior to March 18, 2020, in the repayment plan balances. 

Should you have any questions about your monthly repayment installment plan or if you wish to discuss an alternate repayment plan, please contact our Customer Care Centre weekdays from 8 a.m. to 5 p.m. at 1-866-222-2067.

For more information, please visit our FAQs tab or the Government of Alberta website.

 


 

Government of Alberta Utility Payment Deferral Fact Sheet – Update March 31, 2020

The following is a fact sheet prepared by the Government of Alberta regarding the Utility Payment Deferral program:

 


 

Important Notice to Customers – Update March 20, 2020

Dear Valued AltaGas Utilities Customers,

We understand this is a difficult time for all Albertans and the evolving COVID-19 situation is having a serious impact on our customers and businesses in the communities we serve. In response, we will be offering increased flexibility and relief to customers affected by COVID-19. This includes the suspension of residential utility disconnections for the foreseeable future and waiving late penalty fees on overdue accounts going forward. We will also be working closely with the Alberta Government in the coming days to better understand the details in their economic relief package announced on March 18, 2020. We will publish further details as they become available in the coming weeks.

Customers can count on receiving reliable natural gas service. We appreciate your patience and understanding during this difficult time as we stay committed to Deliver Warm, Clean Energy.

Sincerely,

Mark Lowther
President


Important notification regarding the Coronavirus (COVID-19) – Update March 15, 2020 

Dear Valued AltaGas Utilities Customers,

AltaGas Utilities prioritizes the health and safety of our customers and employees above all else. As such, we are closely monitoring the COVID-19 situation and adjusting our practices accordingly. Please note the following:

We are taking these precautions and aligning practices with direction from Alberta Health Services to protect the health and safety of our employees and the communities we serve. We appreciate your patience and understanding during this difficult time as we stay committed to Deliver Warm, Clean Energy.

Continue to monitor Facebook, Twitter, and our website for updates on our response to COVID-19.

Sincerely,

Mark Lowther
President
 

Government of Alberta Utility Deferral Payment Program – Repayment Plan
Frequently Asked Questions (FAQs)

On March 18, 2020, the Government of Alberta announced a Utility Deferral Payment Program (Program), whereby residential, farm, and small commercial customers, who consume less than 2,500 GJs per year and are experiencing financial hardship as a direct result of COVID-19, are eligible to defer their utility payments until June 18, 2020, without any late fees or added interest payments. 

With the end of the payment deferral period occuring June 18, 2020, eligible customers now have until June 18, 2021, to repay deferred payments through an established repayment plan.

 

Q: Can I still sign-up for the program?

A: The sign-up period for the Program concluded on June 18, 2020. However, if you did not contact us to enroll in the Program and have unpaid charges due between March 18, 2020, and June 18, 2020, your account has been automatically enrolled in the Program, in accordance with the Utility Payment Deferral Program Act

 

Q: What happens after June 18, 2020?

A: You must pay your current monthly charges on bills due after June 18, 2020, and begin repaying any deferred amounts. All deferred amounts under the Program must be repaid on or before June 18, 2021. If you did not establish a repayment plan directly with us, an equal monthly repayment plan, leading up to June 18, 2021, was created for you. In addition to amounts deferred under the Program, we have also included any outstanding amounts owing prior to March 18, 2020, in the repayment plan balances. 

 

Q: When does my repayment plan start?

A: You were able to make payments at any time during the deferral period; however, your repayment plan will start in July 2020. It is important to note that your previously issued June bill is unaffected by the repayment plan and current charges are due on the normal due date. 

 

Q: I called in during the sign-up period and established payment arrangements, can I switch to the monthly repayment plan?

A: Yes, you can switch your payment arrangements to the monthly repayment schedule. Please contact our Customer Care Centre at 1-866-222-2067 or customercare@altagasutilities.com to discuss changes to your repayment plan.

 

Q: How do I know what to pay?

A: Unless you established an alternative payment arrangement with us, an equal monthly repayment plan was created for you for any deferred amounts. A letter will be sent to you in early July with your repayment plan details. Starting with your July bill, please pay the installment amount listed in the letter you received, in addition to your current monthly charges. The installment repayment dates listed in the letter are intended to align with the due date on your bill. If there are any discrepancies, please feel free to pay by your bill due date each month, as long as your final repayment is completed by June 18, 2021. Note that your previously issued June bill is unaffected by the repayment plan and current charges are due on the normal due date.

If you arranged a different repayment plan with us, please pay the amount discussed. Note that only customers automatically enrolled in the equal monthly repayment plan will receive a letter with repayment plan details. 

 

Q: Will the repayment amount be on my bill?

A: No. Your monthly bill will display your total over-due amount plus your current monthly charges. We are unable to modify the amount owing on your bill to reflect repayment plan details. 

 

Q:Will AUI start charging late penalty fees on any outstanding amounts due for any bills I didn’t pay during the deferral period?

A: No, late penalty fees will not be applied as long as payments are made in accordance with your repayment plan schedule. In order to remain eligible for the repayment plan, avoid late payment fees, and collection action, including disconnection of service, it is important you pay both your current monthly charges and your monthly repayment installment plan amounts by the due dates stated on your bill each month. 

 

Q: Can I make additional payments towards my deferral amount or pay it all sooner?

A: Yes. You can make additional payments or pay off your entire repayment plan balance at any time. You don’t need to call us. Once the deferral amount balance is fully paid, you will be removed from the Program. 

 

Q: What if I can’t make my payment?

A: In order to remain eligible for the repayment plan, and to avoid late payment fees and collection action, including disconnection of service, it is important that you pay both your current charges and your monthly repayment installment plan amounts by the due date stated on your bill each month.

If you're having difficulty paying on time, please contact our Customer Care Centre as soon as possible at 1-866-222-2067 to review your individual circumstances and repayment plan arrangements.

 

Q: What additional resources are available to customers?

A: Customers are encouraged to visit www.alberta.ca to obtain information on Government of Alberta support for Albertans. For customers requiring assistance with paying their utility bills, a list of support options is available on the Utilities Consumer Advocate website at www.ucahelps.alberta.ca/financial-assistance.aspx.