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COVID-19

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
 

Q: What is AltaGas Utilities doing for customers who are affected by the COVID-19 pandemic and can’t pay their bills?

A: AltaGas Utilities has been actively monitoring the developing COVID-19 situation and is aware it is having an impact on our customers and the communities we serve. In response, we are offering increased flexibility and relief to customers affected by COVID-19. This includes the suspension of late payment penalties and utility disconnections on a temporary basis. AUI is also working with the Government of Alberta to implement their Utility Payment Deferral Program. If eligible, customers can defer utility bill payments until June 19, 2020.

 

Q: Who is eligible for the Utility Payment Deferral Program?

A: Residential, farm and small commercial customers using 2,500 GJs or less annually, who are experiencing financial hardship as a direct result of COVID-19, are eligible to defer their utility payments until June 19, 2020. Customers using more than 2,500 GJs annually can still make flexible payment arrangements.

 

Q: How does the Utility Payment Deferral Program work?

A: Once eligibility is confirmed, customers can defer paying all or a portion of their natural gas bill until June 19, 2020. During the period of March 18, 2020, to June 19, 2020, eligible customers will not be assessed any late penalties or be disconnected for non-payment. Although payments are not required at this time, we are encouraging customers to make flexible payment arrangements now, to avoid a large balance owing at the end of the program, which is June 19, 2020.

 

Q: Will I continue to receive a bill if I’m on the Utility Payment Deferral Program?

A: Yes, you will continue to receive a regular monthly bill from AltaGas Utilities. Customers on a Pre-Authorized Payment plan will be removed, and should contact us when ready to start this service again.

 

Q: How do I sign up?

A: Contact us at 1-866-222-2067 or customercare@altagasutilities.com with your name and account number, and we can confirm whether you are eligible for the program. Once confirmed, we will update your account to ensure you are enrolled in the Utility Payment Deferral Program. Please be patient as there may be higher-than-normal call volumes. Customers are encouraged to visit www.alberta.ca to obtain information on Government of Alberta support for Albertans.

 

Q: What will happen if I still can’t pay my bill by June 19th, 2020?

A: Please contact us and we will review any additional options that are available for you at that time.  

 

Q: Even though I am signed up for the Utility Payment Deferral Program, should I still pay my bill if I can?

A: The payment for your bills is only deferred and not waived. If you are able to pay your bills, we recommend that you continue to do so in order to avoid a large amount owing at the end of the deferral program period. We also encourage setting up a payment arrangement plan.

 

Q: I am on the budget payment plan, can I sign up for the Utility Payment Deferral Program?

A: Yes, eligible budget payment plan customers can sign up for the Utility Payment Deferral Program. In order to sign-up for the program, we will remove you from the budget payment plan, and the total balance owing will appear on you next bill. The balance due will still be exempt from late payment penalties until June 19, 2020. Once your account is paid, please contact us at 1-866-222-2067 or customercare@altagasutilities.com and we will re-enroll you for the budget payment plan.

 

Q: What are my options if I am not eligible for the Utility Payment Deferral Program and cannot pay my bill?

A: We can work with you to set up a flexible payment arrangement plan. Please contact us at 1-866-222-2067 or customercare@altagasutilities.com.

 

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.