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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.

Rate of Last Resort (RoLR)

Starting January 1, 2025, Alberta’s Rate of Last Resort (RoLR) replaces the Regulated Rate Option (RRO) as the default electricity rate.

It’s a fixed two-year rate for customers without a competitive energy plan.
 Rates (set and approved by the AUC) vary slightly by location:

  • $0.1201/kWh
  • $0.1202/kWh
  • $0.1206/kWh

The RoLR offers simpler, more stable pricing and encourages customers to explore competitive fixed-rate options.

 

RRO

RoLR

Type

Monthly variable

Fixed for two years

Rate changes

Fluctuates with market

Max ±10% every two years

Stability

Unpredictable

Predictable and steady

Homes and small businesses using under 250,000 kWh/year.

If you haven’t chosen a retailer, you’ll be automatically enrolled.

 

RoLR

Competitive Plans

Set by

AUC, every two years

Retailers, any term

Flexibility

Automatic, no choices

Choose rate, term, features

Fees

+$0.01/kWh UCA surcharge

Varies by retailer

Check your bill. If it lists a default provider such as Direct Energy Regulated Services, EPCOR Rate of Last Resort, or ENMAX Rate of Last Resort, you’re on the RoLR.  ACE is not a default provider.

Yes. RRO customers were moved to the RoLR on January 1, 2025.

Yes. You can move anytime to a competitive fixed rate with:

  • No exit fees
  • Combined billing options

Explore our programs and rates.

Chat live or call 1-888-865-8750

No. It applies only to electricity.

Natural gas remains under the Default Rate Tariff or your chosen retailer plan.

  • Price certainty 
  • Budget confidence 
  • Flexible plan options

Visit ucahelps.alberta.ca or call 310-4822 (toll-free in Alberta).

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 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.

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.