Alberta Wildfires

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Consultation has concluded


The town of High Level and surrounding areas was evacuated due to wildfire on May 20 and was lifted June 3.

The AUC brought together utility distributors and retailers in order to discuss processes that can be implemented to ease the concerns of residential utility customers affected by this mandatory evacuation. The notes from the meeting held on Thursday, May 23, at 1 p.m. are available below under Discussion.

Billing was suspended for residential customers in the mandatory evacuation zone starting on Monday, May 20, 2019. The effective period will be from the date that the mandatory evacuation order was initiated (May 20) until the date the evacuation order was lifted (June 3).




The town of High Level and surrounding areas was evacuated due to wildfire on May 20 and was lifted June 3.

The AUC brought together utility distributors and retailers in order to discuss processes that can be implemented to ease the concerns of residential utility customers affected by this mandatory evacuation. The notes from the meeting held on Thursday, May 23, at 1 p.m. are available below under Discussion.

Billing was suspended for residential customers in the mandatory evacuation zone starting on Monday, May 20, 2019. The effective period will be from the date that the mandatory evacuation order was initiated (May 20) until the date the evacuation order was lifted (June 3).



Consultation has concluded
  • AltaGas Utilities letter for customers impacted by Wabasca-Desmarais & Bigstone Cree Nation Wildfire

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    July 5, 2019


    Attention: Wabasca-Desmarais/Bigstone Cree Nation Customer


    Re: Wabasca-Desmarais & Bigstone Cree Nation Wildfire Evacuations – Billing Impacts


    Customers will not be charged for natural gas during the mandatory evacuation period in effect
    from May 29, 2019, to June 12, 2019, inclusive. A one-time adjustment for this period will be
    included on June bills.


    As a result of the evacuations, Canada Post mail delivery was disrupted and regularly scheduled
    May bills were delivered late to customers. The due date for May bills was June 18, 2019, and due
    to the circumstances, normal late payment fees will not apply. For customers on preauthorized
    payment plans, normal withdrawals for May bills did not occur in June. Instead, withdrawals for
    both May and June bills will occur in July.


    In July, customers will receive three bills covering regular billing charges and the appropriate
    credit for the impacted period:


    1. May 22 to May 28 – Normal charges
    2. May 28 to June 12 – Credit for the evacuation period of May 28 to June 12
    3. June 12 to June 19 or June 12 to June 20 – Normal charges


    All three bills will be mailed on July 5, 2019 and will have the same due date of July 25, 2019.
    Normal late payment fees will not apply to these bills. eBill customers can access all three bills
    via our eBill web portal after July 5, 2019.


    For customers requiring changes to preauthorized payment arrangements, and for all other
    customer inquiries, please contact our Customer Care Centre toll free at 1-866-222-2067 Monday
    to Friday 8am – 6pm.


    Sincerely,


    AltaGas Utilities Inc.

  • AltaGas Utilities letter for customers impacted by High Level wildfire

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    June 25, 2019

    Attention: High Level Customer

    Re: High Level Wildfire Evacuations – Billing Impacts

    Customers will not be charged for natural gas during the mandatory evacuation period in effect from May 20, 2019, to June 3, 2019, inclusive. During the evacuation period, regularly scheduled bills were suspended. In order to capture regular billing charges and the appropriate credit for the impacted periods, customers will receive three bills in June covering the following dates:

    1. April 18 to May 19 – Normal charges
    2. May 19 to June 3 – Credit for the evacuation period of May 20 to June 3
    3. June 3 to June 19 – Normal charges

    All three bills will be mailed on June 25, 2019, and will have the same due date of July 16, 2019. Normal late payment fees will not apply to these bills. eBill customers can access all three bills via our eBill web portal after June 25, 2019.

    For customers requiring changes to preauthorized payment arrangements, and for all other customer inquiries, please contact our Customer Care Centre toll free at 1-866-222-2067 Monday to Friday 8am – 6pm.

    Sincerely,
    AltaGas Utilities Inc.

  • AltaGas Utilities message regarding the Wabasca Wildfires

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    Please be advised the Hamlet of Wabasca and the Big Stone Cree Nation have been evacuated due to wildfires. At this time, natural gas distribution service is uninterrupted; however, AUI is working with emergency services to determine a plan to shut off gas to the area, if required.

    AUI has suspended billing activities as of May 30, 2019. However, normally scheduled cycle billing for these areas occurred on Tuesday, May 28, prior to the evacuation notice. For Retailers with enrolled sites in our service territory, Tariff Bill Files were generated and delivered. For our Default Supply customers, bills were generated and delivered to Canada Post, and we are in the process of determining the delivery status. However, it is unlikely the delivery was completed prior to the evacuation notice. AUI will ensure no late penalties are applied for these customers and defer any pre-authorized payments.

    Our teams have been working diligently on both the High Level and Wabasca wildfire situations.