Rule 003: Service Standards for Energy Service Providers


On June 11, 2018, Bill 13: An Act to Secure Alberta's Electricity Future came into force, which empowered the Commission to apply financial penalties to entities violating a Commission order, rule or decision.

In Bulletin 2018-16 the Commission proposed changes to AUC Rule 003: Service Standards for Energy Service Providers. Provisions in the Electric Utilities Act and Gas Utilities Act allow the Commission to establish service quality standards for owners of electric utilities, gas utilities, regulated service providers and retailers. Revisions to Rule 003 set out certain billing and customer care requirements for these entities, including rural electrification associations, municipally-owned electric utilities and competitive retailers.

The Alberta Utilities Commission is currently reviewing Rule 003 and is seeking stakeholder inputs through survey questions. Please register and add your comments to the survey questions.


On June 11, 2018, Bill 13: An Act to Secure Alberta's Electricity Future came into force, which empowered the Commission to apply financial penalties to entities violating a Commission order, rule or decision.

In Bulletin 2018-16 the Commission proposed changes to AUC Rule 003: Service Standards for Energy Service Providers. Provisions in the Electric Utilities Act and Gas Utilities Act allow the Commission to establish service quality standards for owners of electric utilities, gas utilities, regulated service providers and retailers. Revisions to Rule 003 set out certain billing and customer care requirements for these entities, including rural electrification associations, municipally-owned electric utilities and competitive retailers.

The Alberta Utilities Commission is currently reviewing Rule 003 and is seeking stakeholder inputs through survey questions. Please register and add your comments to the survey questions.

  • CLOSED: This survey has concluded.

    AUC staff is currently in the process of reviewing Rule 003 and would like to seek stakeholder input on the proposed two changes to the rule through survey questions. The two proposed changes are:

    1.  Removal of Section 3.3.3 Complaint response.

    2. Addition of Subsection 3.4.1(6) under Section 3.4.1 Billing Requirements.

     Please provide your input by Monday, August 26, 2019.

    Take Survey