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Help & Info

Answers, resources and support

Welcome to your one-stop resource for ACE members and customers. Browse the topics below to find detailed information about billing, programs, safety, membership, and more.

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Billing and accounts

Review ACE’s energy rate plans, then Sign Up here.

If you need assistance, chat with a live person in the chat box here.

Or call 1-888-865-8750 to speak to a customer care team member

Your bill includes several pages. The first page shows your account information, a summary of charges, total amount owing, and a bill message. Following pages break down the charges by site. The last page lists definitions, contact details, and payment options.

  • Energy charges – Cost of the electricity (measured in kWh) or natural gas (measured in GJ) you use.
  • Distribution charges – Fees for maintaining the system that delivers energy to your home.
  • Transmission charges – Fees for moving electricity or natural gas across Alberta’s grid.
  • Local access/municipal fees – Levied by municipalities for use of land.
  • Balancing pool allocation – For electricity only, reflects Alberta’s deregulated market adjustments.
  • Admin fee – Flat daily fee for billing and customer service. (averages to $7.99 per month and with the bundling additional sites averaging at $6.99/month)
  • Federal carbon tax – Applied on natural gas consumption when applicable.

You can pay by:

  • Pre-authorized debit (automatic withdrawal from your bank account)
  • Pre-authorized credit card (2.5% convenience fee applies)
  • Online banking (search “ALBERTA COOPERATIVE ENERGY” as payee)
  • Cheque with remittance slip (pay at your financial institution only)

The payment due date is printed on the top-right of your bill. Late payment penalties apply to unpaid balances after that date.

Sign up for the My Account portal on our website. You’ll be able to view bills, track consumption, and download records anytime.

If you’re experiencing financial difficulty, call us at 1-888-865-8750. Resources are available for Albertans, and ACE can work with you to find a solution.

Programs and rates
  • Fixed rate – Your price per kWh (electricity) or GJ (natural gas) stays the same for the length of your contract. Great for budgeting.
  • Variable rate – Your price changes monthly with the market. You may benefit when rates drop, but also pay more when they rise.

Yes. If you sign up for both electricity and natural gas with ACE, you’ll receive a discount on administration fees. Bundling is not available for micro-generation sites.

Micro-generation is small-scale renewable energy production (often solar panels) that lets you offset your own consumption. ACE credits you for any extra electricity you supply back to the grid at the same rate you pay. Larger systems (150 kW–5 MW) are credited at the Alberta Pool Price.

You can choose to add up to $0.02 per kWh to your electricity bill as a donation. ACE matches your contribution (up to $25,000 annually) and covers all admin costs. Together, we fund renewable energy projects for Alberta non-profits, faith groups, and community organizations.

The Energy Management Rate or EMR (also known as the Retail Transaction Fee) represents the cost of securing the energy supply that supports the rate we’ve committed to providing you. We’ve separated the EMR from your energy charge to make our pricing clear and easy to understand. This way, you’ll always know exactly what you’re paying for and can confidently compare our rates with other providers.

Refer a friend

It’s easy! As an active ACE customer, simply share your unique referral code with your friends. You can find your referral code by logging into your ACE Customer Portal https://acenergy.energizealberta.com/login, click on the word Account, then click on your Account Number, then click on Referrals located in the top menu bar.

When your friend signs up with ACE, they’ll be asked to enter a referral code during the application process. They just need to enter your code there to complete the referral.

No problem! Ask your friend to contact the ACE Customer Care team shortly after signing up and provide your referral code. We’ll do our best to apply it manually if it’s still within the eligible timeframe.

If you were referred by a friend, they should have provided you with their referral code. If you didn’t receive it, simply reach out to your friend and ask for their code before you complete your sign-up.

Your unique referral code is located in your ACE Customer Portal https://acenergy.energizealberta.com/login, click on the word Account, then click on your Account Number, then click on Referrals located in the top menu bar. You can copy and share it directly from there.

Yes! As an active ACE customer, you can refer as many friends as you’d like. Just be sure each friend uses your referral code when they sign up so you get credit for the referral.

You’ll receive a $25 credit on your future monthly billing statement when your friend successfully signs up and becomes an ACE customer.

ACE Patronage Returns

A Patronage Return is a share of the Cooperative’s surplus earnings distributed to Consumer Class Members in proportion to the business they conducted with the Cooperative during the fiscal year. It reflects the cooperative principle that members benefit from the organization they support.

You are eligible if:

  • You hold a Class “B” Membership Share.
  • Your membership started on or before December 31st of the previous year.
  • Your membership was active on the date of the current year’s Annual General Meeting (or ended after that date).
  • You purchased electricity and/or natural gas from the Cooperative during the previous fiscal year (January 1st through December 31st).

You are in Good Standing (no outstanding debts or breaches) as of the current year’s Annual General Meeting.

All accounts under your name are combined. Your total qualifying consumption across all accounts is used to determine your share of the patronage pool.

The Cooperative converts natural gas usage to an equivalent kWh-based value using a factor of 277.78 (since 1 GJ ≈ 278 kWh). Your electricity kWh is added directly. This creates a single “Consumption Equivalency” figure for each member.

No. Only energy purchased from the Cooperative counts toward your patronage. Consumption from other retailers or self-generation is not included.

Only consumption during your active membership period is counted. If you joined on July 1st, only your usage from July 1st through December 31st would qualify.

If your membership ended before the current year’s AGM date, you are not eligible for the year’s patronage allocation.

Each year, the Board approves a total amount based on the Cooperative’s net income, financial position, capital needs, and auditor recommendations. The pool is not a fixed percentage and may vary year to year.

Your Patronage Allocation will be presented on your Billing Statement as a Credit and amounts in excess of $100.00 are subject to a Withholding Tax per the rules of the Canada Revenue Agency. Additionally, under the Bylaws, up to 70% of the patronage allocation may be directed to renewable energy investments in Alberta. At least 30% is distributed directly to eligible members. The Board determines the exact split each year.

That portion is held in escrow and invested in renewable energy projects in Alberta under the direction of the Renewable Energy Investment Committee. These investments advance the Cooperative’s sustainability objectives and benefit all member

Distributions are made as soon as practicable after the Board approves the allocation, typically following the current year’s AGM. 

Yes. If you have outstanding charges, fees, or other debts to the Cooperative, those amounts may be set off against your patronage payment.

Patronage Returns may be taxable income. Amounts in excess of $100.00 are subject to a Withholding Tax per the rules of the Canada Revenue Agency. Members should consult their tax advisor for guidance specific to their situation.

After the Board approves the allocation, eligible members will receive a statement showing their qualifying consumption, their share of the pool, and the amount payable.

Contact the Cooperative’s Customer Care team at:

💬 Chat live (with a person) at ACEnergy.ca

📧 Email: customercare@acenergy.ca

📞 Call: 1-888-865-8750 (local and toll-free)

Safety and preparedness

Install CSA-approved CO detectors with battery backup. Have furnaces, fireplaces, and chimneys inspected yearly. Never run vehicles or fuel-burning equipment indoors. Symptoms include headache, dizziness, nausea, and fatigue. If your alarm sounds, leave immediately and call 911.

Have supplies for at least 14 days:

  • Food (canned, dry, frozen, gluten-free/diabetic as needed, plus pet food)
  • Water (4 L per person per day, minimum 72-hour supply)
  • Medications and medical equipment
  • Critical documents in a waterproof bag
  • First aid supplies
  • Hygiene products, cleaning supplies, masks, sanitizer
  • Flashlights, radio, chargers, batteries, candles, multi-tool
  • Cash, blankets, space heater, entertainment

Especially in winter, carry:

  • Non-perishable food, bottled water
  • Prescriptions and first aid kit
  • Flashlight, flares, warning light, multi-tool
  • Blankets, extra clothing, footwear
  • Shovel, scraper, snowbrush, sand or cat litter
  • Booster cables, tow rope, antifreeze, washer fluid
  • Charger for your phone, extra leash if travelling with a pet
Membership and community

Any ACE customer can become a co-op member by purchasing a $25 fully refundable membership share. As a member, you have a voice in ACE’s governance and help shape Alberta’s energy future.

Yes. Each year, ACE awards two $1,000 scholarships:

  • Academic Achievement – Highest Grade 12 average in four core subjects (English, math, social studies, and sciences)
  • Volunteerism – Essay on your volunteer work plus reference letters.
 Applicants must be ACE members (or children/grandchildren of members) for at least one year, and enrolled full-time in post-secondary or apprenticeship programs. Deadline: August 15.

If you’re interested in applying, please email ACE Mailbox info@acenergy.ca to request the Scholarship Criteria and the Application Form. Deadline for application is: August 15.

ACE’s bylaws, Code of Conduct, and policies on privacy, collections, and financial information are available on our Policies page. These documents set out our cooperative principles, rules for marketing partners, and member rights.

Energy basics
  • Electricity – in kilowatt hours (kWh). The average Alberta home uses about 600 kWh/month.
  • Natural gas – in gigajoules (GJ). The average home uses about 120 GJ/year.

These charges are regulated and apply no matter which retailer you choose.

 

  • Distribution – Maintains the local system that delivers energy to your home.
  • Transmission – Covers the cost of moving energy long distances across Alberta’s grid.

This charge redistributes costs and benefits from Alberta’s deregulated market to all ratepayers. It appears as a line item on your bill.