Compliance

We adhere to market rules and regulations.

ATCOenergy is a licensed retail electricity and natural gas company operating in the Province of Alberta. We understand the market and the rules and regulations that govern it. Compliance with the Code of Conduct for the provision of Electricity and Natural Gas is a prerequisite for retailing in Alberta. Our Plan has been approved by the Alberta Utilities Commission on an interim basis.
 
Complaints about contraventions of the Code of Conduct Regulation may be directed to ATCOenergy’s Compliance Officer at deb.atkinson@atco.com for resolution. The Compliance Officer will acknowledge receipt of the dispute, complaint or inquiry within 5 working days of receipt. The Compliance Officer will respond to the dispute, complaint or inquiry within 21 days of its receipt. The response will include a description of the dispute, complaint or inquiry and the initial response of ATCOenergy to the issues identified in the submission. ATCOenergy’s final disposition of the dispute, complaint or inquiry will be completed as expeditiously as possible in the circumstances and, in any event, within 60 days of receipt of the dispute, complaint or inquiry, except where the party making the submission otherwise agrees.

Complaints about contraventions of the Code of Conduct Regulation may be made to the Alberta Utilities Commission or the Market Surveillance Administrator. The Alberta Utilities Commission can be reached by contacting 1.780.427.4903 or utilitiesconcerns@auc.ab.ca. The Market Surveillance Administrator can be reached by contacting 1.403.705.3181 or compliance@albertamsa.ca. The Alberta Utilities Commission and the Market Surveillance Administrator are independent of ATCOenergy.