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Frequently Asked Questions

Q: Are the local offices open to the public?

A: Our District Offices are not open to the public. Visit our Contact Us page for our Customer Care Centre hours and contact information.
 

Q: Where are Apex Utilities’ service territories?

A: Visit our Where We Serve page to view an interactive service territory map.
 

Q: Will Apex Utilities install a gas line from my house to my barbeque?

A: We provide safe and reliable service up to the gas line connection to the meter. Any work downstream of the meter must be arranged for and paid by you. This includes connections to auxiliary buildings or appliances (e.g. barbeques, hot tubs, gas fire pits).
 

Q: When does Apex Utilities read the gas meter?

A: We attempt to read meters on a monthly basis. Your billing cycle and property location will determine when your meter is read. Contact Us to find out your billing cycle.
 

Q: Why does my natural gas meter need to be recalled or replaced?

A: Natural gas meters are removed for inspection as required by Measurement Canada. For more information, visit the Measurement Canada website.
 

Q: I am ready to have a gas meter installed at my property, what do I do now? What are the requirements?

A: Visit our Request a Gas Meter page for more information.
 

Q: What is Automated Meter Reading (AMR)?

A: AMR uses an Encoder Receiver Transmitter (ERT) device to obtain a meter read remotely.
 

Q: What information is collected and transmitted by the meter’s Encoder Receiver Transmitter (ERT)?

A: Only gas usage information is collected and transmitted. No personal information or other personally identifiable data is available to, stored on, or transmitted by the device.

Q: How do I set up a new account with Apex Utilities?

A: Visit our Set Up New Account, Stop or Transfer Service page for more information.
 

Q: How do I Start, Stop or Transfer my service when I move?

A: Visit our Set Up New Account, Stop or Transfer Service page for more information.
 

Q: How do I add a third party to my account?

A: Visit our Set Up New Account, Stop or Transfer Service page to obtain an Account Access Authorization Form.
 

Q: Does Apex Utilities take credit card payments?

A: Credit card payments are not accepted as a regular form of payment.
 

Q: Can I pay my bills through the Apex Utilities website?

A: An online bill payment option is currently not available through our website. See “Can I access my bills on-line?” or “How can I pay my Apex Utilities natural gas service bill?”, below.
 

Q: How can I pay my Apex Utilities natural gas service bill?

A: There are a number of convenient ways to pay your bill:

 

Q: With a Pre‐Authorized Payment Plan Application, can I choose the date my payments are withdrawn?

A: The payment due date is 21 days after the statement date and is automatically calculated based on your billing cycle. An alternate date cannot be selected.
 

Q: Do you have a natural gas bill equalization payment plan?

A: Yes, we call it a Budget Payment Plan. However, our Budget Payment Plan is currently undergoing some improvements. If you would like to enroll, you can let us know anytime. We'll ensure your plan starts in August 2021, when we roll out our improved Budget Payment Plan. 
 

Q: Will I still receive a copy of my bill if I am set up for automatic payments? 

A: Yes, you will still receive your monthly bill, either by mail or by email (if you’ve signed-up for eBill).
 

Q: Can I access my bills online?

A: Yes, we offer eBill. Subscribers to eBill can view up to 18 months of historical statements.
 

Q: How is my natural gas usage estimated? 

A:  Your bill will normally be based on an actual meter reading. If an estimated meter reading is required, it will be based on any or all of the following: 

Q: How is the Gas Cost calculated on my bill? 

A: This is the cost to purchase the natural gas provided to you.The Gas Cost is based on an estimate of the price we expect to pay for natural gas each month and adjusted in the following month, either up or down, for actual costs incurred.

For billing periods that include portions of two months, the bill will show two lines for the Gas Cost (one line for each month).  

Visit our Understanding Your Bill and Alberta’s Natural Gas Industry page for more information. The Alberta Utilities Commission (AUC) approves the Gas Cost amount each month. View our approved Rates & Rate Riders

For customers not currently enrolled on our equalized Budget Payment Plan:

Q: Do you have a natural gas bill equalization payment plan?

A: Yes. We call it a Budget Payment Plan. However, our Budget Payment Plan is currently undergoing some improvements. If you would like to enroll, you can let us know anytime. We’ll ensure your plan starts in August 2021, when we roll out our improved Budget Payment Plan.
 

Q: How does the Budget Payment Plan work?

A: Energy bills can fluctuate, especially during cold months. The Budget Payment Plan can help reduce your winter bills by spreading your total estimated annual billing over a 12-month period. If you would like to enroll, you can let us know anytime. We will ensure your plan starts in August 2021, when we roll out our improved Budget Payment Plan. To serve you better, our Budget Payment Plan will have a six-month review to ensure the budget amount is more in-line with usage patterns and the ability to adjust the budget amount, if needed.
 

Q: How is the monthly Budget Payment Plan amount calculated?

A: The Budget Payment Plan amount is determined by averaging the invoices for the previous 12-months of your property.
 

Q: Can I enroll on the Budget Payment Plan if my house was recently built?

A: We do not recommend enrolling on the Budget Payment Plan until there has been at least 12-months of invoice history for the property. This ensures we can accurately calculate an appropriate Budget Payment Plan amount without the risk of over- or underestimating the Budget Payment Plan amount. If the property is new to you, but the house is 12-months or older, the calculation is based on the last 12-months of invoices at the property.
 

Q: What criteria needs to be met to be eligible for Budget Payment Plan?

A: You must be an Apex Utilities Inc. customer and your account balance must be zero. Demand use and irrigation accounts are not eligible for the program.
 

Q: Will my due date be different if I am on a Budget Payment Plan?

A. No. Your invoice due date will continue to be 21-days from the invoice date.
 

Q: Will my account be subject to late payment penalties if I do not pay the budget amount by the due date?

A: Yes. Payment must be received and accepted by our bank by the due date indicated on your invoice to avoid a late payment penalty.
 

Q: Is there a Budget Payment Plan review or recalculation throughout the year?

A: Yes. In the sixth (6) month of your Budget Payment Plan term, the payment plan amount is compared to the actual usage charges and the payment plan amount is adjusted if the difference exceeds a threshold. The goal is to ensure your settlement balance, after 12-months, is close to or equal to zero.

If your Budget Payment Plan amount changes, we will notify you on the seventh (7) month of your payment plan term. You will see the updated Budget Payment Plan amount on your next invoice.

If you have any questions about the change in budget amount, please contact our Customer Care Centre at 1-866-222-2067.
 

Q: What happens if I miss paying my Budget Payment Plan amount?

A: The unpaid amount will be requested again the following month in addition to the current month’s Budget Payment Plan amount. After two consecutive months of missed payments, your account will be removed from the Budget Payment Plan and the full account balance will be due.
 

Q: In my Budget Payment Plan settlement month, if my account balance is in a credit position, will you send me a refund?

A: Any credit balance will be applied to your Budget Payment Plan amount for that month’s invoice and any subsequent invoices. If you prefer to receive a refund cheque for the credit balance amount, please contact our Customer Care Centre at 1-866-222-2067.
 

Q: I am interested in signing up. What happens in August 2021? Do I have to call you to enroll onto the Budget Payment Plan?

A: If you would like to enroll, you can let us know anytime. We’ll ensure your plan starts in August 2021, when we roll out our improved Budget Payment Plan. Please continue to pay your monthly invoiced amounts until August 2021.

 

 

For existing Budget Payment Plan customers:

Q: How am I affected by the changes to the Budget Payment Plan?

A: As a current Budget Payment Plan customer, you can look forward to the following improvements, which will serve you even better:

To make these important changes, the current plan will end in June, which is the normal settlement month. We’ll be temporarily suspending the Budget Payment Plan in July, so please pay the amount due on your invoice.

We will reactivate your account on the new budget year, beginning August 2021. If you wish to remain enrolled, you don’t have to do anything. If you no longer wanted to be enrolled, you must tell us to ensure your account does not get re-activated. Your current plan will still settle in June.
 

Q: What is changing?

A: The Budget Payment Plan is moving from an 11-month fixed plan to a 12-month flexible plan. The new plan encompasses a six-month (6) review process to ensure the payment amount aligns with your usage patterns and you can start on the plan any month of the year. For example, if your account was enrolled on the Budget Payment Plan in August 2021, the settlement month will be July 2022. The following month is the start of a new Budget Payment Plan year.
 

Q: Why can’t I stay on the Budget Payment Plan for July 2021?

A: We are replacing our Customer Information System and will not be able to start the new budget year until after we implement in August 2021. We apologize for any inconvenience.
 

Q: What happens if I can’t pay the full balance due by the July due date?

A: Please contact our Customer Care Centre to make payment arrangements. We can adjust the payment amount under the improved payment plan to include any unpaid balances.
 

Q: What happens in August 2021? Do I have to call you to enroll onto the Budget Payment Plan?

A: If you are already a Budget Payment Plan customer and wish to remain on the plan, you don’t have to do anything. We will re-activate your account on the new budget year, beginning August 2021.

If you expected to be on the Budget Payment Plan program and your August invoice does not reflect this, please contact our Customer Care Centre at 1-877-222-2067.

If you no longer want to be enrolled, you must tell us to ensure your account does not get re-activated.
 

Q: What will my Budget Payment Plan amount be in August 2021?

A: Your Budget Payment Plan amount will be similar to the amount you currently pay each month. There may be a slight increase or decrease because your payment amount is calculated by averaging the invoices for the previous 12-months of your property.
 

Q: Will you notify me of my budget amount before August 2021?

A: Your new Budget Payment Plan amount will be available on your August 2021 invoice. If you have any questions, please contact our Customer Care Centre at 1-866-222-2067.

Q: What is the federal carbon tax?

A: As part of the federal government’s carbon pricing system mandated under the Greenhouse Gas Pollution Pricing Act, the federal carbon tax will be applied to all fossil fuels in Alberta, including natural gas, starting on January 1, 2020.
 

Q: How will the federal carbon tax work?

A: Effective January 1, 2020, natural gas bills will include a line item for federal carbon tax charges. The federal carbon tax will apply to fuels that emit greenhouse gases when combusted, including the fuel that is used to heat homes and businesses.
 

Q: Will your natural gas bill increase?

A: Yes, your natural gas bill will increase as a result of the federal carbon tax by $1.0499523 per gigajoule (GJ) starting January 1, 2020. The federal carbon tax will further increase to $1.5762711 per GJ in April 2020 and $2.1025899 per GJ in April 2021. 

2019-2022 Federal Carbon Charge Rates for Marketable Natural Gas

Year $/tCO2ee $/GJ
January, 2020 $20 $1.0499523
April, 2020 $30 $1.5762711
April, 2021 $40 $2.1025899

 

Q: What role does AUI play in the federal carbon tax?

A: All natural gas distributors in the Province of Alberta, including Apex Utilities, are responsible for calculating the federal carbon tax based on monthly consumption, for customers in their respective service territories. 

Customers receiving a bill from an energy retailer
Energy retailers will pass the federal carbon tax amount, calculated by Apex Utilities, on to customers through their regular billing process.

Customers receiving a bill from AUI
Customers that do not have an energy retailer will see the federal carbon tax on their Apex Utilities bill.

 

Q: How is the federal carbon tax calculated on customer heating bills?

A: The federal carbon tax rate is multiplied by the number of GJs consumed. The charge will appear as a separate line item called “Federal Carbon Tax” on your Apex Utilities bill or identified separately on your energy retailer bill.
 

Q: What is the impact to customers?

A: The net impact to individual customers will vary depending on a household’s energy use. For general information about the federal carbon tax, visit the Government of Canada website.
 

Q: What is the revenue from the federal carbon tax going to be used for?

A: The Government of Canada will determine how to apply the revenue generated from the federal carbon tax. To learn more about the specifics of the revenue generated, please visit the Government of Canada website.
 

Q: Who will qualify to receive exemptions from the federal carbon tax?

A: The federal government will determine who may be exempt from paying the federal carbon tax. Contact the Canada Revenue Agency (CRA) to determine if you are eligible or to download the applicable Exemption Certificate.
 
Once you have completed the CRA requirements, forward your Exemption Certificate along with a completed AUI Fuel Charge Exemption Form to customercare@apexutilities.ca.
 

Q: How long will it take for my site to become exempt from the federal carbon tax?

A: Upon receipt of the appropriate documentation, please allow 5 to 7 business days for processing. Depending on your date of billing, the exemption may not appear on your bill within the month the forms were received.
 

Q: Will the exemption be backdated to January 1, 2020, regardless of when paperwork is received?

A: No, the federal carbon tax exemption will begin from the date Apex Utilities receives the exemption documentation. If you wish to have the exemption applied prior to that date, contact the Canada Revenue Agency (CRA) to determine how to proceed.
 

Helpful Links
Canada Revenue Agency
Government of Canada
Canada Revenue Agency Exemption Form
Apex Utilities Inc. Fuel Charge Exemption Form

Q: How do I reach you in case of a natural gas emergency?

A: Call our emergency line at 1-866-222-2068 (24 hrs).
 

Q: What should I do if I smell natural gas?

A: Call our emergency line at 1-866-222-2068 immediately and follow these recommendations for Natural Gas Emergencies.
 

Q: What should I do if I suspect carbon monoxide?

A: Evacuate the building of all people and pets immediately.

 

Q: What should I do if my natural gas appliances are not working?

A: Determine if a single appliance or all natural gas appliances on your premise are not working.

If you wish to relight your appliances, visit How to Relight Your Appliances.
 

Q: How do I light my furnace, hot water tank or other gas appliances?

A: Visit our How to Relight Your Appliances page for more information.
 

Q: Will Apex Utilities come out and inspect or provide maintenance for my furnace, hot water tank, or other gas appliances?

A: We do not inspect or repair gas appliances. Please contact a plumbing or heating company in your area.

Q: How do I apply for an advertised position with Apex Utilities?

A: It’s simple! If you are new to the Apex Utilities Inc. job application process, find the position and location you are interested in and follow the prompts. If you are a returning applicant, welcome back! Just sign in using your username and password and follow the prompts.
 

Q: Do I have to apply online or can I hand deliver my resume?

A: All resumes are to be submitted via the online application system on our Careers page. 
 

Q: Now that I’ve applied, who can I contact to make sure you have my application?

A: A system generated email is sent to you once you have submitted your application through the online system. This lets you know we have your application. Due to the high volume of applicants, we are unable to contact everyone in person to let them know their application has been received. At any time, you can log in to your profile to review your application(s).
 

Q: What are the next steps in my application?

A: All applications are received and reviewed by Human Resources who will then forward applicable resumes to the respective hiring manager. However, only those selected for an interview will be contacted.
 

Q: Can I apply for more than one position at a time?

A: At Apex Utilities Inc., we encourage interested candidates to apply for any and all positions matching their skillset and experience.
 

Q: How can I check the status of my application?

A: All job postings and their statuses are outlined on our career page to keep you up to date on your application.
 

Q: How can I see if a job has been filled?

A: In general, jobs that appear on this site are open and active. If you don’t find a position that was previously shown on the site, then it is filled or is no longer available.
 

Q: What can I expect from the interview process?

A: The interview process is one of our best opportunities to get to know you, and for you to get to know us and our business. In most cases, candidates will meet with an interview panel consisting of a Human Resources representative, the hiring manager, and a subject matter expert.

You’ll be asked questions about your academic achievements, qualifications and work experiences, and you’ll have a chance to ask some questions of us. It will be most helpful for you to know about Apex Utilities Inc. You should also have a good sense of what value you think you may bring to our business and be prepared to offer examples of your past achievements or successes.
 

Technical Issues

Q: Help! I am having trouble applying.

A: For more information, please refer to the How to Apply Guide for step-by-step instructions on how to apply.

If you are still having technical issues applying, please contact us at HRTechHelp@apexutilities.ca.
 

Q: I am having issues with my password.

A: Click here and follow the prompts to reset your password.