Code of Conduct
As a natural gas distributor and default supply provider, with utility and non-utility affiliated companies across North America, and affiliated providers in the Province of Alberta, we are subject to an Inter-Affiliate Code of Conduct and the Gas Utilities Act Code of Conduct Regulation. Each Code of Conduct has a corresponding Compliance Plan. The Compliance Plan contains the necessary policies, procedures and mechanisms we employ to maintain compliance with the Code of Conduct provisions.
Inter-Affiliate Code of Conduct
Annual Compliance Reports
Gas Utilities Act Code of Conduct Regulation
Disputes, Complaints and Inquiries about the Code of Conduct
Under the Gas Utilities Act Code of Conduct Regulation, AltaGas Utilities has specific responsibilities. Complaints about contraventions of the Code of Conduct Regulation can be made to AltaGas Utilities or directly to the Alberta Utilities Commission (AUC) or the Market Surveillance Administrator (MSA). The Regulation and AUC contacts can be viewed on the AUC's website at www.auc.ab.ca. The AUC can be reached by contacting toll free 310-4AUC (inside Alberta), 1-833-511-4AUC (outside Alberta), or email@example.com. The MSA can be reached by contacting 1-403-705-3181 or firstname.lastname@example.org. The Alberta Utilities Commission and the Market Surveillance Administrator are independent of AltaGas Utilities. To notify AUI regarding any disputes, complaints, or inquiries, the AUI Compliance Officer can be reached by contacting 1-780-986-5215 or email@example.com.
Billing inquiries should be directed to General and Billing Inquiries at AUI's Customer Care Centre at 1-866-222-2067 or firstname.lastname@example.org. Billing inquiries should not be directed to the AUC or MSA.
AltaGas Utilities Inc.'s Code of Conduct Disputes, Complaints, and Inquiries Policy
The Compliance Officer will acknowledge all disputes, complaints or inquiries in writing (which includes e-mail) within 5 working days of receipt and will respond to the dispute, complaint or inquiry within 21 working days of receipt. The response will include a description of the dispute, complaint or inquiry and the initial response of AltaGas Utilities to the issues identified in the submission. AltaGas Utilities' final disposition of the dispute, complaint or inquiry will be completed as expeditiously as possible in the circumstances, and in any event within 60 days of receipt of the dispute, complaint or inquiry, except where the party making the submission otherwise agrees.