Electricity, Natural Gas, Solar Energy & Internet FAQs

Your questions are important to us! You'll find answers to many commonly asked questions here. Don't see what you're looking for? Reach out! We're always happy to help.

Electricity, Natural Gas, Solar Energy & Internet FAQs

Your questions are important to us! You'll find answers to many commonly asked questions here. Don't see what you're looking for? Reach out! We're always happy to help.

Energy

Electricity & Natural Gas

A Prudential Security Payment is a refundable security deposit required by AUS to cover prudential obligations with the Alberta Electric System Operator (AESO) and distribution companies. These obligations exist to protect distributors and generators in the event a customer defaults on payment.

By contributing to AUS's prudential account, customers help keep energy rates lower. In return, the deposit earns 5% per annum interest, credited directly to the customer's monthly bill. The payment is fully refundable if the customer switches to another energy marketer.

The minimum deposit is equivalent to twice the customer's average monthly electricity bill, based on the rate chosen. The deposit must be debited from the customer's bank account before enrollment is complete. If a monthly payment is missed by the due date, AUS reserves the right to apply the prudential funds toward the outstanding balance and may de-enroll the site.

No, switching energy suppliers does not affect service reliability. Competitive retailers and energy marketers differ only in price and contract features. Electricity and natural gas continue to be delivered through the same network of wires and pipes regardless of which retailer a customer chooses.

By law, the local utility company is not permitted to provide different levels of care to customers who have chosen an alternate supplier. Customers will continue to receive the same delivery quality, emergency response, and meter reading service from their local utility. In the unlikely event that an energy marketer abruptly ends its services, affected customers would automatically be enrolled with the regulated rate provider.

No, not all variable rates are the same for Electricity and Natural Gas. While it may seem the same across all retailers, the actual cost realised on the bill is subject to a rider on top of the variable rate called a transaction fee. Alberta Utility Source is transparent on our transaction fee’s with regard to the variable rate options and depending on if a prudential (refundable deposit that earns interest) is on file with Alberta Utility source it can help reduce the transaction fee saving you cost on every Kwh or Gj consumed of the energy commodity. Alberta Utility Source is proud to offer some of the lowest transaction fee’s compared to any retailer in Alberta making it one of the most competitive solutions for customers on any variable rate.

The Regulated Rate Option (RRO) is the default electricity or gas rate set monthly by the Alberta Utilities Commission for customers who haven't chosen a competitive retailer. RRO rates fluctuate each month and can be quite high during periods of peak demand. Alberta Utility Source is a competitive energy retailer, meaning we offer fixed or variable rate plans that are often lower than the RRO. Switching to AUS does not affect your service delivery since your local utility still manages the wires, pipes, and emergencies.

The difference between a fixed rate and a variable rate is that a fixed rate locks in your energy price per unit (kWh for electricity, GJ for gas) for the term of your contract, giving you predictable bills regardless of market swings. A variable rate, also called a floating rate, changes month to month based on the Alberta wholesale energy market. Fixed rates offer budget certainty, while variable rates can save you money when market prices are low but carry more risk when prices spike. Alberta Utility Source offers both options so customers can choose the plan that fits their lifestyle and risk tolerance.

Solar Energy

Electricity exported to the grid by Small Micro-Generators (MG), as defined under Alberta's Electric Utilities Act and Micro-Generation Regulation, is calculated using meter-read information provided by the customer's distribution company. The exported electricity data is processed monthly and appears as a Micro-Generation (MG) Credit on the customer's bill. The credit is calculated using the same fixed or variable rate the customer has chosen for their imported energy.

Yes, AUS offers the Solar Club, a loyalty program designed specifically for small solar micro-generators in Alberta. Members earn a premium on their exported solar electricity while contributing to a greener Alberta electricity grid.

To qualify, customers must be a micro-generator in Alberta. To join, customers can sign up through the AUS Solar Club page and select one of the exclusive Solar Club electricity rates.

Net metering (also called micro-generation in Alberta) allows solar panel owners to send surplus electricity back to the grid and receive a credit on their bill. In Alberta, small generators (under 150 kW) are governed by the Micro-Generation Regulation under the Electric Utilities Act. Your distribution company measures how much power you export each month, and Alberta Utility Source applies a credit to your account calculated using your chosen electricity rate. Solar Club members receive a premium credit rate on top of the standard calculation.

The commodity of energy in Kwh is the simplest part of the bill and the major benefit of solar systems is that every Kwh produced is not purchased from the grid and is a direct offset to your energy bill. So, weather you consume the kwh immediately when it was produced, or if you exported the extra energy to the grid, it directly displaces the Kwh charges on your bill and you essentially get logged credits for all energy you exported over and above your Kwh’s produced and consumed. This exported energy is measured at your utility meter and each billing cycle you get a calculated credit for that extra energy produced. This is why batteries are not required for solar systems in Alberta, as you use the grid as your battery as you can export the excess energy you create and buy it back later when your system is not producing all your energy needs. You do however when purchasing Kwh’s back from the grid get tied to added distribution fees, so the more you produce power at the rate you consume it, the better value your solar system will give you.

The benefit that solar provides for delivery charges on your electrical bill depends on a few factors and varies across each customer. The value that solar provides is calculated by what rate class the customer is on as each rate class in Alberta had different charges that are set by the wire service provider that are variable and fixed as they relate to Kwh’s consumed by the customer. Only the delivery charges that relate to consumption in Kwh are affected by solar. In a nutshell there is an incremental decrease to delivery fee’s if you have solar, but all the fixed delivery charges will remain un-affected and is the cost to be connected to a very stable power supply of the Alberta power grid.

Yes, Alberta Utility Source offers green energy options for customers who want their electricity to come from renewable sources such as wind and solar. Alberta Utility Source also has a Carbon Offset Credit Platform for customers looking to offset their carbon footprint. Our Solar Club program further supports Alberta's renewable energy grid by providing premium rates to small solar micro-generators. Visit our Green Energy page to learn more about the available options.

General Energy Questions

Payment due dates are based on when the customer's meter is read by the distribution company. Meter readings and consumption data are sent electronically to AUS, and bills are produced with a payment date seven days after the billing date.

AUS's Pick-a-Date program allows customers to choose the date their monthly invoice is withdrawn from their account. All electricity and natural gas customers can select any day of the month from the 1st to the 28th, or the last day of the month. Customers interested in the Pick-a-Date program can contact the AUS Customer Care team to get set up.

Alberta Utility Source offers services to all types of customers in Alberta. Businesses and commercial properties can sign up with Alberta Utility Source, as well as farms and any other related industry in Alberta. Alberta Utility Source services both residential and small commercial customers across Alberta (excluding Medicine Hat and some Rural Electrification Associations). If you are a business owner in any industry, including agricultural services, looking for competitive electricity or natural gas rates, our team can help you find the right plan. Contact us directly to discuss account options.

Reading an Alberta Utility Source energy bill is straightforward once the key sections are understood. The bill includes an energy charge, which is the customer's consumption in kWh or GJ multiplied by their contracted rate, a distribution charge set by the local utility, a transmission charge, administration fees, and applicable taxes. Customers with a Prudential Security Payment on file will see any interest earned at 5% per annum appear as a credit. Solar Club members will also see their micro-generation export credit listed as an MG Credit. Customers who have questions about any line item on their bill can contact the AUS Customer Care team for clarification. It is important to note that only the commodity of energy and administration charges are items on the bill affected by your retailer, and all other delivery fees flow directly through to the customer's bill.

Yes, Alberta's energy market is deregulated for both electricity and natural gas. Deregulation means that, rather than being assigned a single government-regulated utility, residential and business customers have the freedom to choose a competitive energy retailer such as Alberta Utility Source for the energy commodity portion of their bill. The local utility, such as ENMAX, EPCOR, ATCO, or FortisAlberta, continues to own and maintain the delivery infrastructure, which remains regulated. For customers, deregulation means the ability to shop for better rates, longer-term price certainty, and added perks such as the AIR MILES® Reward Program offered by AUS.

Internet

The difference between Cable Internet and DSL is primarily in how the service is delivered to the home. Cable internet runs through coaxial lines typically associated with cable television service, while DSL runs through lines typically associated with telephone service. Customers currently with Shaw likely have a cable connection, and customers with Telus likely have a DSL connection.

Cable internet does not require an active cable television subscription. It is a shared service, meaning the line running into a home is part of a larger network that also serves neighbouring homes. If the network is not wide enough to support all users in the area, customers may experience slower speeds during periods of high usage.

DSL internet requires an active phone line. Customers without an existing home phone line can have a dry loop set up, which acts as a ghost phone line to enable the connection. Unlike cable, DSL is a dedicated line, meaning bandwidth is not shared with or affected by other users in the area. However, DSL speeds are dependent on the quality of local infrastructure and the customer's distance from the nearest Central Office, which determines what speeds a given address is eligible for.

The right internet speed for a household depends on usage habits and the number of devices and users connected at once. Internet speed is measured by how much data a connection can download or upload per second, with download speed being the most important factor for common activities such as streaming TV, downloading music, and browsing social media.

Speeds of 25 Mbps or above will support most everyday online activity, including HD streaming, online gaming, web browsing, and downloading music. Speeds of 100 Mbps and above are better suited for households that need to support multiple devices and users simultaneously. Customers who want to learn more can visit the AUS Understanding Internet Speeds page for additional guidance.

Q Wave internet services most areas across Alberta and British Columbia by utilizing the existing infrastructure built by major telecommunications providers across Canada. Customers who are currently with Shaw or Telus, or who are located in Alberta or British Columbia, can most likely be serviced by Q Wave. Some exceptions exist in rural or remote areas. Customers who are unsure whether their address qualifies can Contact Us through the AUS Customer Care team directly to find out.

A modem is required to access internet service in the home, while a router is needed to connect multiple devices or to enable WiFi. Some devices combine both functions into a single modem-router unit.

All Q Wave customers are required to purchase or rent a Q Wave modem. Customers can choose between a standalone modem, for those who do not need a router or prefer to supply their own, or a modem-router combination device that handles both functions in one unit.

Yes, switching to Q Wave may result in losing access to a Shaw or Telus-supplied email address. If internet services with Shaw or Telus are cancelled and there are no other active services with them, such as TV or home phone, access to the associated email address will likely be lost. Customers who currently use a Shaw or Telus email address are encouraged to contact their current provider before switching to confirm whether the change will affect their email access.

Yes, there are a few additional fees that Q Wave internet customers should be aware of beyond the monthly plan rate. All internet plans require customers to rent or purchase a Q Wave modem, and a shipping fee is applied to have the modem delivered to the home.

Cable internet customers can choose to rent or purchase either a standalone modem or a modem-and-router combo unit. DSL internet customers may also be subject to additional installation fees if they do not have an existing TELUS telephone landline, including a dry loop installation fee and an inside wiring fee. A monthly ILEC Surcharge (Rate Band) also applies to all DSL customers and is location dependent.

Full modem pricing and hardware options for both cable and DSL customers can be found on the Q Wave Internet Rates and Fees page.

Getting the best WiFi signal depends on the size of the home and the placement of the router. In a small home or apartment, a standard router is typically sufficient. In a larger home with multiple levels, a more powerful router or a WiFi booster may be needed to ensure full coverage throughout the space.

When setting up the router, it should be placed roughly in the center of the home and kept away from metal objects and appliances that emit electromagnetic waves, as these can interfere with the signal.

If your Q Wave internet is down, there are a few steps to follow to identify and resolve the issue. First, check whether your internet provider's network is experiencing an outage in your area. Cable internet customers should check the Shaw outage page and DSL internet customers should check the Telus outage page. If there is an active outage, the issue will be resolved once Shaw or Telus restores service.

If there is no outage in the area, try unplugging the internet modem from its power source for 30 seconds and then plugging it back in. Allow the modem up to 10 minutes to fully reboot. If the connection is still not restored after rebooting, contact the AUS Customer Care team, and a team member will be happy to help troubleshoot the issue.

Q Wave internet service setup times vary by connection type. For cable internet, installation is typically completed within a few business days after your order is confirmed and your modem arrives. For DSL internet, if a dry loop (ghost phone line) needs to be installed, setup can take slightly longer depending on TELUS infrastructure availability in your area. Our team at Alberta Utility Source will provide you with an estimated activation timeline when you sign up. You can contact our Customer Care team at any time for a status update.

Admin

Customers who are moving within Alberta should contact the AUS Customer Care team as soon as possible to update their account. AUS can service most communities in Alberta with the exception of Medicine Hat and some Rural Electrification Associations (REAs). If the new address is within the service area, the account can be transferred. If the new address falls outside the service area, the customer will need to arrange service with another energy retailer.

Alberta Utility Source energy contracts are available as either fixed-term or month-to-month agreements. Fixed-term contracts lock in a rate for the duration of the agreement, providing price certainty for the contract period. When a fixed-term contract expires, customers are typically moved to a month-to-month variable rate unless they choose to renew or select a new plan. Customers are encouraged to contact the AUS Customer Care team ahead of their contract end date to discuss renewal options.

Signing up with Alberta Utility Source is straightforward. Customers can enroll online through the AUS website or by contacting the Customer Care team directly. During enrollment, customers will need to provide basic account information and banking details for pre-authorized debit. If a Prudential Security Payment is required, it must be debited from the customer's bank account before enrollment is complete. Once enrollment is processed, the transition to AUS is handled administratively and does not require any physical changes to the customer's home or business.

Yes! Alberta Utility Source is an AIR MILES® Reward Partner, which means you can earn AIR MILES reward miles simply by paying your monthly energy bill with us. Miles are awarded based on your energy spend and accumulate in your AIR MILES account automatically once your accounts are linked. This is one of the added perks of choosing AUS over the default Regulated Rate Option — your energy bill works harder for you. Visit our AIR MILES® Program page for full details on how to link your account and start earning.