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 AltaGas Utilities’ service territories?
A: Visit our Where We Serve page to view an interactive service territory map.
Q: Will AltaGas 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 AltaGas 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 AltaGas 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 AltaGas 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 AltaGas 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 AltaGas Utilities natural gas service bill?”, below.
Q: How can I pay my AltaGas Utilities natural gas service bill?
A: There are a number of convenient ways to pay your bill:
Q: With Electronic Funds Transfer, 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 an equalized budget plan? How does it work?
A: Yes, we have a Budget Payment Plan. The budget year is calculated from July 1st to June 30th.
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?
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.
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
Q: What role does AUI play in the federal carbon tax?
A: All natural gas distributors in the Province of Alberta, including AltaGas 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 AltaGas 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 AltaGas 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 AltaGas 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 AltaGas 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 AltaGas 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 AltaGas Utilities?
A: It’s simple! If you are new to the AltaGas 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 AltaGas 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 AltaGas 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@agutl.com.
Q: I am having issues with my password.
A: Click here and follow the prompts to reset your password.