FAQ

Your monthly billing now comes from Alberta Co-operative Energy <billing@acenergy.ca> and it may have gone to your spam or trash folder. If its not in your spam or trash folder, please contact us by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free).

There is a blue button in the middle of the email, click on it to view your statement (no need to sign into the portal, unless you’d like to review previous statements or just want to explore the new portal). Please contact us by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.caor by calling 1-888-865-8750 (local and toll-free) if you have any concerns.

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.

A kilowatt- watt hour is a common billing unit for energy delivered to customers. One kilowatt represents 1,000 watts and is considered a measure of power. A kilowatt hour (kWh) is just a measure of how many watts you used over time.

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 conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free).

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 daily administration fee.

Yes, you certainly can. You have two options to view your bill online or digitally. First, all our customers have the option to receive their monthly statement digitally by selecting to receive your statement to be sent via email. Or, you can register to use the My Account feature on our website. Once you are registered you can download your statements and you will have access to useful features that show how you consume your energy. To register, go to https://www.acenergy.ca/ and clicking on the MY ACCOUNT button at the top of the Home page (and or under the Member Info button at the top of the home page), once you click on MY ACCOUNT, it will take you to the registration page.

Yes, and there are options: The microgeneration options we have include: Spark Solar Smart: April 1st through October 31st our customers are at the province’s leading rate of 30.00¢ +EMR / kWh; then November 1st through March 31st their rate is automatically switched to 8.95¢ +EMR / kWh. Early Exit Fees are applicable (see the Ts & Cs for details) and the months are set to align with when a typical solar generator is producing excess energy that can be sold to the grid through ACE. Solar-Powered Irrigation Rate plan: May 1st through September 30th (when solar irrigation energy consumption is typically at its highest) our customers are locked in at 8.95¢ +EMR / kWh; then October 1st through April 30th their rate is switched to the province’s leading rate of 30.00¢ +EMR / kWh. Early Exit Fees are applicable (see the Ts & Cs for details) and the months are set to align with when typical solar-powered irrigation is consuming the highest energy. The Small-Scale Year-Round Microgenerator rate plan for consistent pricing over a 3-year term, providing credits to offset their electricity bill when they’re consuming less energy than they’re generating and there are no exit penalties. Or the option to choose one of our Year-Round Fixed Low-Rate plans (1-year, 3-year, or 5-year term), which are at the same rate as non-micro generators and Early exit fees are applicable for the 3- and 5-Year term plans. Regardless of the plan the microgenerator customer chooses: When the customer is generating more energy than they’re consuming, the micro-generator credits are applied directly to their monthly invoice, and each micro-generation account will be trued up in May of each year, with any excess credits paid out. **All Credits are Subject to Alberta Regulations** Site Administration Fees for Small-Scale High-Rate Micro-gen sites is $0.4576/day (averaging $13.99/month/site) as during “high rate” season we must essentially do twice the amount of work (computing the consumption and the credits) for every site. When Spark Solar Smart or Solar-Powered Irrigation small-scale micro-gen sites are on the Low rate they're credited $0.1990/day (or $6.00/month for an average of $7.99/month/site) as during “low rate” season as we absorb the additional costs during low generation periods to reduce the cost impact to our micro-generators. EMR ($0.0099) is applicable to micro-gen rates. Please see the Programs and Rates page on our website for specifics and review the Terms and Conditions.

We are pretty flexible so you may be able to switch between these two rates without penalty or cost however you'll need to contact our customer care team with your reason for switching by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free) . Depending on the circumstances, there may be a penalty for cancelling a 3-year or 5-year Fixed rate contract (please see our terms and conditions at https://www.acenergy.ca/terms-conditions).

You may be able to switch between rates without penalty or cost however you'll need to contact our customer care team with your reason for switching by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free). Depending on the circumstances, there may be a penalty for cancelling a 3-year or 5-year Fixed rate contract (please see our terms and conditions at https://www.acenergy.ca/terms-conditions).

You may be able to switch between rates without penalty or cost however you'll need to contact our customer care team with your reason for switching by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free). Depending on the circumstances, there may be a penalty for cancelling a 3-year or 5-year Fixed rate contract (please see our terms and conditions at https://www.acenergy.ca/terms-conditions).

You'll need to contact our customer care team with your reason for switching by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free). Depending on the circumstances, there may be a penalty for cancelling a 3-year or 5-year Fixed rate contract (please see our terms and conditions at https://www.acenergy.ca/terms-conditions).

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.

We usually can. Some of our most loyal customers are businesses. It is pretty easy to do business with ACE. Just reach out and we'll advise you of your best options.

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.

Please give us a call as large energy consumers generally fall under the wholesale sector which may align better with how you use energy.

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.

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 determines whether or not you have to pay a deposit.

Our one-time fully refundable 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.

Yes, our one-time membership is fully refundable.

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

You may contact our customer care team by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free).

EMR is the Energy Management Rate (otherwise referred to as a Retail Transaction Fee) and is applicable only to the Variable rate plans or the micro-generator rate plans. 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 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.

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 at the top of the Home page (and or under the Member Info button at the top of the home page).

To help our consumers understand their utility bill we created a memo to which you may refer by clicking on the UNDERSTANDING MY BILL button (located under the Member Info button) at the top of the home page or you may contact our customer care team by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free).

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 Member Info button) at the top of the home page.

If you have referred a friend and have not received your $25 credit, please contact our customer care team by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free). They will be happy to investigate and rectify the issue quickly.

When you sign up with ACE you are redirected to our secure sign up provider Energize Alberta to complete the sign up. Billing our customers is very complex, with a significant amount of data and numerous details. Our top priority is ensuring your personal information is secure and that you receive accurate and timely utility bills. To enhance our commitment to you, we've partnered with Energize Alberta, a trusted Alberta-based expert with outstanding customer care and unsurpassed expertise in both regulated and de-regulated billing.

You may contact our customer care team to advise them of your change of mind by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free). 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 care team will assist you in completing termination.

Yes, and there are options: The microgeneration options we have include: Spark Solar Smart: April 1st through October 31st our customers are at the province’s leading rate of 30.00¢ +EMR / kWh; then November 1st through March 31st their rate is automatically switched to 8.95¢ +EMR / kWh. Early Exit Fees are applicable (see the Ts & Cs for details) and the months are set to align with when a typical solar generator is producing excess energy that can be sold to the grid through ACE. Solar-Powered Irrigation Rate plan: May 1st through September 30th (when solar irrigation energy consumption is typically at its highest) our customers are locked in at 8.95¢ +EMR / kWh; then October 1st through April 30th their rate is switched to the province’s leading rate of 30.00¢ +EMR / kWh. Early Exit Fees are applicable (see the Ts & Cs for details) and the months are set to align with when typical solar-powered irrigation is consuming the highest energy. The Small-Scale Year-Round Microgenerator rate plan for consistent pricing over a 3-year term, providing credits to offset their electricity bill when they’re consuming less energy than they’re generating and there are no exit penalties. Or the option to choose one of our Year-Round Fixed Low-Rate plans (1-year, 3-year, or 5-year term), which are at the same rate as non-micro generators and Early exit fees are applicable for the 3- and 5-Year term plans. Regardless of the plan the microgenerator customer chooses: When the customer is generating more energy than they’re consuming, the micro-generator credits are applied directly to their monthly invoice, and each micro-generation account will be trued up in May of each year, with any excess credits paid out. **All Credits are Subject to Alberta Regulations** Site Administration Fees for Small-Scale High-Rate Micro-gen sites is $0.4576/day (averaging $13.99/month/site) as during “high rate” season we must essentially do twice the amount of work (computing the consumption and the credits) for every site. When Spark Solar Smart or Solar-Powered Irrigation small-scale micro-gen sites are on the Low rate they're credited $0.1990/day (or $6.00/month for an average of $7.99/month/site) as during “low rate” season as we absorb the additional costs during low generation periods to reduce the cost impact to our micro-generators. EMR ($0.0099) is applicable to micro-gen rates. Please see the Programs and Rates page on our website for specifics and review the Terms and Conditions.

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).

You can if the REA is open to retail and some are but not all. You may contact our customer care team to find out by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca, or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free).

You may contact our customer care team by conveniently talking with a live representative using our Online Chat on the ACE website at https://www.acenergy.ca or by email at customercare@acenergy.ca or by calling 1-888-865-8750 (local and toll-free). 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 at the top of the Home page(and or under the Member Info button at the top of the home page).

No, when you sign up with ACE, we take care of contacting your current retailer during the transition stage.

Bill payments must be made either by Pre-Authorized Debit (PAD), which will be automatically withdrawn from your bank account on the due date shown on your bill. Or you may use a credit card to pay your bills and the amount (including the transaction charge of 2.5%) will be automatically charged to your credit card on the due date shown on your bill.

You may use a credit card to pay your bills and the amount (including the transaction charge of 2.5%) will be automatically charged to your credit card on the due date shown on your bill.

If you are a first-time customer, we need your credit card number OR date of birth to obtain your credit score

If you are a first-time customer, we need to obtain your credit score only, and this does not impact your credit rating.

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.

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.