FAQ
Frequently asked questions
What is a gigajoule (GJ)?
This is how we measure natural gas. Natural gas is measured in a volume and then converted to a measure of energy. Since we live in Canada, we use the metric system and the standard for energy content is joules. The “giga” refers to one billion joules.
What is a kilowatt-hour (kWh)?
A kilowatt- watt hour is a common billing unit for energy delivered to customers. One kilowatt represents 1,000 watts and is consider a measure of power. A kilowatt hour (kWh) is just a measure of how many watts you used over time.
If I choose FUSION, do I have to sign up for both electricity and gas?
Of course, we want to be able to service all your energy needs, but you are able to pick and choose rates that meet your needs. We also understand there are plenty of people who only have one service, so feel free to select FUSION for only your electricity or natural gas needs.
Can ACE give me a better deal on distribution and transmission costs too?
The Alberta Utilities Commission (AUC) is responsible to regulate distribution and transmission charges. This includes approving rates that your distribution and transmission company can charge you. Unfortunately, ACE is not involved or responsible for what these charges are, but we are obligated to present these charges on your monthly statement. The statement you receive from us has the distribution charges separated from our retailer energy charges and monthly administration fee.
Can I access my bill online?
I have solar panels, is there a special seasonal rate for when I generate power?
We have our solar friendly rate that you can switch to. This rate is a lot higher than our regular rates because it is intended for when your system is producing more energy than you consume. We sell the energy back to the grid and you benefit by receiving a credit on your account and Albertans benefit due to more renewable available in our energy grid.
I am on a fixed rate now; can I switch to a variable rate?
We are pretty flexible and agreeable. You can switch between these two rates at any time without penalty or cost. We just need some notice and a quick phone call to 1-888-865-8750 or our self-service option by using our Sign Up Now button on our website.
How much notice do I have to give to switch rates?
With our standard fixed and variable rates, 10 days is appropriate. With FUSION, we ask for at least 30-day’s notice. There is a lot happening behind the scenes with this program so more notice is required.
What is my penalty to switch rates?
We do not charge any penalties to switch rates. You just need to provide us 30-day’s notice if you are our FUSION program.
What is my penalty to go to another retailer?
We do not charge any penalties if you decide to move your services to another retailer. You just need to provide us 30-day’s notice if you are on our FUSION program.
Who is ACE?
ACE is your Energy Co-operative – a member-owned full-service energy retailer who offer its customers and members the best available service, rates and programs that support renewable energy in Alberta. We offer something different by offering something better.
I have a commercial business; can ACE provide me service?
We certainly can. Some of our most loyal customers are businesses. It is pretty easy to do business with ACE. Just reach out and you will see.
How do I know if I exceed the limits indicated on the rates (i.e. 250,000 kWh and 2500 GJ’s)?
The easiest way for you understand your usage profile is for us to request a Historic Usage File (HUF) from your distributor. You will need to send us your active electricity and natural gas statements from your current provider and sign an authorization form and then we will take care of the rest. This process takes approximately 10 working days to complete.
What if my annual consumption is greater than the limits indicated on the rate plans?
Please give us a call as large energy consumers generally fall under the wholesale sector which may align better with how you use energy.
Why does the variable price on my bill fluctuate so much for power?
Alberta energy is bought and sold on the wholesale market. Weather, supply and demand impact the wholesale cost. These components mean the cost of energy changes on an hourly, daily, weekly and monthly basis.
Do I need to provide a deposit to join ACE?
No, not everyone needs to pay a deposit. When you enroll your services with ACE, we will ask for your personal information. This will allow us to do a credit check on you. It is your credit score that decides whether or not you have to pay a deposit.
What does a membership in ACE give me?
Our one-time membership fee grants you access to more involvement steering our company. If you are inclined, as a member, you can vote and run for a position on the board and when available, you will receive access to dividend payments.
Is the membership fee refundable if I choose to not be a member or leave ACE?
Yes, our one-time membership is fully refundable.
How do I know I am getting the best prices for both power and gas?
We have our rates posted on our site at https://www.acenergy.ca/rate-plans and we encourage you to check out the rates of all providers with the Utilities Consumer Advocate at https://ucahelps.alberta.ca/rates.aspx
Who do I call if I have a question about my bill?
You may contact our customer service center by telephoning our toll-free line at 1-888-865-8750 or by email at https://www.acenergy.ca/ and clicking on the Contact Us button (under the More button) in the top right corner of the home page.
How will I receive my bill?
You will receive your bill by email, unless you’ve made other specific arrangements. However, you may check your account on-line anytime by going to https://www.acenergy.ca/ and clicking on the MY ACCOUNT button (under the More button) in the top right corner of the home page.
Can I get my bill mailed to me?
Yes, you can have your bill mailed to you. In addition, you may also check your account on-line anytime by going to https://www.acenergy.ca/ and clicking on the MY ACCOUNT button (under the More button) in the top right corner of the home page.
What is a “Green Offset Credit”?
Solar and wind microgenerators in Alberta generate excess energy that is exported into Alberta’s electrical grid. By signing up as a SPARK Certified Green Generator with ACE, microgenerators are able to sell the renewable energy attributes of their exported energy as Green Energy Offsets to our customers. When Green Energy Offsets are purchased by our customers, ACE ensures that their financial support goes directly to the SPARK Certified Green Generators through an open and auditable process. In addition to receiving the existing Alberta microgeneration credit, SPARK Certified Green Generators receive 1.85 cents/kWh for their Green Energy Offsets. For more information visit ACE to check out our rates at https://www.acenergy.ca/rate-plans
How do I claim a “Refer a Friend Credit”?
If you have referred a friend and have not received your $25 credit, please contact our customer service center by telephoning our toll-free line at 1-888-865-8750. They will be happy to investigate and rectify the issue quickly.
Why when I am signing up does it say, “Alberta Utility Billing” and not ACE?
When you sign up with ACE you are redirected to our secure sign up provider Alberta Utility Billing to complete the sign up. There are a lot of moving parts and a tremendous amount of data required when it comes to billing our consumers. We pride ourselves on securely managing consumers' personal information while delivering accurate and timely utility bills. In keeping with our commitment to our consumers in managing personal data, we have partnered with Alberta Utility Billing Inc., a trusted Alberta-based expert in the field of regulated and de-regulated billing with excellent and responsive customer care.
I signed up a month ago with the Call Centre and I have changed my mind, what do I do now?
You may contact our customer service center by telephoning our toll-free line at 1-888-865-8750 to advise them of your change of mind. You can end this Contract without cost or payment of the Early Exit Fee within 60 days after the date you receive your first bill from us if this Contract was entered into during a Recorded Call. Our customer service center will assist you in completing termination.
I am a small-scale generator; can I register with ACE to sell my Green Offset Credits?
Yes, producers can register with ACE to become SPARK Certified Green Generators and part of the Green Offset Program. By signing up as a SPARK Certified Green Generator with ACE, microgenerators are able to sell the renewable energy attributes of their exported energy as Green Energy Offsets to our customers.
As a registered generator, do I have to buy my energy from ACE?
To support the commitment of micro-generators, ACE developed a program that will pay a premium for the energy that a micro-generator exports back to Alberta's electricity grid - helping you offset your costs of installing your system. The program is very simple. You enroll your site with ACE and select our Solar Friendly Program. The program allows you to switch between our two solar-friendly rates - one for when your system is exporting excess energy back to the grid and the other when you are not.
My current service provider for gas is a gas co-op, can I choose ACE?
Unfortunately, you cannot as Gas Co-ops are not open to retail, however you may be able to switch your electricity to ACE (if the REA is open to retail).
If I am in a REA for my electricity can I switch to ACE?
You can if the REA is open to retail and some are but not all. Our customer service center would be happy to advise.
I signed up just over a month ago and haven’t received my bill yet, what should I do?
You may contact our customer service center by telephoning our toll-free line at 1-888-865-8750 or by email at https://www.acenergy.ca/ and clicking on the Contact Us button (under the More button) in the top right corner of the home page. In addition, you may also check your account on-line anytime by going to https://www.acenergy.ca/ and clicking on the MY ACCOUNT button (under the More button) in the top right corner of the home page.
When I sign up with ACE, do I have to let my current retailer know?
No, when you sign up with ACE, we take care of contacting your current retailer during the transition stage.
What are my bill payment options?
Your bill payment options include direct debit from your bank account, credit card (a transaction fee will apply) and on-line or telephone banking.
Can I use a credit card to pay my bill?
Yes, you may use a credit card to pay your bill, however a transaction fee will apply.
Why do you ask for my credit card information when I sign up?
If you are a first-time customer, we need your credit card number OR date of birth to obtain your credit score
If you do a credit check when I sign up will it impact my credit rating?
If you are a first-time customer, we need to obtain your credit score only, and this does not impact your credit rating.
Does ACE offer “free energy” like some other retailers?
At ACE we don’t do gimmicks, we provide excellent energy prices, reduced admin costs with bundling, the opportunity to support green micro-generators and superb customer service.
What is an EMR?
EMR is the Energy Management Rate (otherwise referred to as a Retail Transaction Fee). EMR is essentially the cost attributable to procuring supply that backs the commitment we made to you with respect to the price of your energy. We have separated the EMR price component from that of your energy charge to ensure our rate plans are transparent so you will always know what you’re paying for and can easily compare with competitors' rates. Just one more ACE Advantage and a great co-operative value.
Why is there an EMR?
Our energy experts seek the best price for our consumers and the EMR (Energy Management Rate) is essentially the cost attributable to procuring supply that backs the commitment we made to you with respect to the price of your energy. To ensure you know what you’re paying for we keep our rates transparent by separating the EMR component from that of your energy charge. Just one more ACE Advantage and a great co-operative value.
What area does ACE service?
ACE serves urban and rural communities across Alberta, except natural gas co-ops and some REAs. To obtain information specific to your location, you may contact our customer care team by telephoning our toll-free line at 1-888-865-8750 or by email at https://www.acenergy.ca/ and clicking on the Contact Us button (under the MORE button) in the top right corner of the home page.
Where can I get help to understand my utility bill?
To help our consumers understand their utility bill we created a memo to which you may refer by clicking on the MY BILL button (located under the More button) in the top right corner of the home page or you may contact our customer care team by telephoning our toll-free line at 1-888-865-8750.
