Frequently Asked Questions
Q: Are the local offices open to the public?
A: Our offices are currently not open to the public. Visit Contact Us to find our Customer Care Centre hours and contact information.
Q: Where are Apex Utilities’ service territories?
A: Visit Where We Serve to view a map of our service territory and a list of the municipalities we serve.
Q: Will Apex Utilities install a secondary gas line from my house to my barbeque or another appliance?
A: We provide reliable, clean, and safe service up to the gas line connecting to the meter. Any work downstream of the meter must be arranged between you and a third party and paid for by you. This includes connections to auxiliary buildings or appliances, such as barbeques, hot tubs, and gas fire pits.
Q: When does Apex Utilities read the gas meter?
A: We attempt to read meters monthly. 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 Measurement Canada.
Q: I am ready to have a gas meter installed at my property, what do I do now? What are the requirements?
A: Visit Request a Gas Meter 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 Set up a New Account, Stop or Transfer Service for more information.
Q: How do I Start, Stop or Transfer my service when I move?
A: Visit Set up a New Account, Stop or Transfer Service for more information.
Q: How do I add a third party to my account?
A: To add a third party to your account, visit Customer Advantage, click “Submit a Form”, and complete the “Account Access Authorization”.
Q: How can I pay my Apex Utilities invoice?
A: There are several convenient ways to pay your invoice:
Note: These FAQs apply to customers who purchase their natural gas from Apex Utilities Inc.
Q: Can I choose the date my payments are withdrawn?
A: The payment due date is 21-days after the invoice 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 Billing Plan. To learn more, visit Budget Billing Plan.
Q: Will I still receive a copy of my invoice if I am set up for automatic payments?
A: Yes, you will still receive your monthly invoice either by mail or by email. To choose paperless billing, sign-up for or log in to Customer Advantage.
Q: Can I access my invoices online?
A: Yes, Customer Advantage users can view up to 18 months of historical invoices. To view your historical invoices, sign-up for or log in to Customer Advantage.
Q: How is my natural gas usage estimated?
A: Your invoice will normally be based on an actual meter reading. If an estimated meter reading is required, it will be based on any one or all of the following:
Q: How is the Gas Cost calculated on my invoice?
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 Understanding Your Invoice and Alberta’s Natural Gas Industry 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 Billing Plan:
Q: Do you have a natural gas bill equalization payment plan?
A: Yes. We call it a Budget Billing Plan.
Q: How does the Budget Billing Plan work?
A: Energy invoices can fluctuate, especially during cold months. The Budget Billing Plan can help reduce your winter invoice by spreading your total estimated annual billing over a 12-month period. If you would like to enroll, you can let us know anytime. To serve you better, our Budget Billing 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 Billing Plan amount calculated?
A: The Budget Billing Plan amount is determined by averaging the invoices for the previous 12-months of your property.
Q: Can I enroll on the Budget Billing Plan if my house was recently built?
A: We do not recommend enrolling on the Budget Billing Plan until there has been at least 12-months of invoice history for the property. This ensures we can accurately calculate an appropriate Budget Billing Plan amount without the risk of over or underestimating the Budget Billing 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 Billing Plan?
A: You must be an Apex Utilities 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 Billing 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 Billing Plan review or recalculation throughout the year?
A: Yes. In the sixth (6) month of your Budget Billing 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 Billing Plan amount changes, we will notify you on the seventh (7) month of your payment plan term. You will see the updated Budget Billing 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 Billing Plan amount?
A: The unpaid amount will be added to the following month and owed in addition to the current month’s Budget Billing Plan amount. After two consecutive months of missed payments, your account will be removed from the Budget Billing Plan and the full account balance (actual, non-budgeted amount) will be due.
Q: In my Budget Billing 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 any future Budget Billing Plan invoices until it is diminished. 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 for our Budget Billing Plan.
A: If you would like to enroll, you can Contact Us anytime.
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 was applied to all fossil fuels in Alberta, including natural gas, starting on January 1, 2020.
Q: How does the federal carbon tax work?
A: Effective January 1, 2020, natural gas bills include a line item for federal carbon tax charges. The federal carbon tax applies 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, and subsequently as follows:
2019-2022 Federal Carbon Charge Rates for Marketable Natural Gas
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 email@example.com.
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.
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.
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.