As a listed Retailer, your responsibilities, as they pertain to ENMAX Power include but are not limited to:
Acting as the Main Point of Contact with End Use Customers
ENMAX Power expects to have limited direct contact with Retailers' end use customers. Therefore, Retailers will be the main source of electricity industry information for their customers, specifically distribution tariff information as described in the Alberta Tariff Billing Code.
Calls from end use customers regarding a power outage for EPC's distribution system should be directed to (403) 514-6100 (ENMAX Power's 24 hour trouble line).
Call 911 if the customer is experiencing a life-threatening emergency.
Service Requests
Retailers may request the following services:
- Energizing/re-energizing sites
- De-energizing sites (de-energizing a site for financial reasons may only be performed by the Default Supplier and Regulated Rate Option Retailer)
- Exchanging/upgrading meters
- Testing meters
- Reading meters off-cycle
A complete list of services and their associated fees are located in the Fee Schedule of ENMAX Power's Terms and Conditions. Retailers are financially responsible for all service requests made on behalf of their end use customers. ENMAX Power will invoice Retailers for these services on a monthly basis.
Enrolling Customers and Managing Customer Information
As described in the
Settlement System Code, Retailers are responsible for enrollment - informing ENMAX Power that they've been chosen as the energy provider at a particular site. Enrollment is supported through the standard transactions described in the Settlement System Code.
- Retailers must ensure that they have obtained proper authorization from their current or prospective customers before initiating any customer related transaction, including consumption history, and enrollment.
- Enrollment of a site is irrevocable and the Retailer bears full responsibility for the accuracy of enrollment transactions submitted to ENMAX Power. A Retailer that erroneously enrolls a site will bear responsibility for the associated Distribution Tariff costs and any other financial implications associated with the error.
- In its role as the Wire Services Provider, ENMAX Power requires emergency contact information for all sites in our service area. Retailers must provide up-to-date basic customer information (including emergency contact name, addresses and phone numbers as well as name, address and phone numbers for the financially responsible party) for all enrolled sites. This information can be provided either through EIP or the industry standard transactions described in the Settlement System Code.
- If a Retailer wishes to terminate its ownership of a particular site, it must enter a "Deselect Retailer" transaction using EIP or the request can be made through TRAC. The effective date of the transaction will be after seven days, unless enrolled by another retailer within the seven day period.
Please note:
ENMAX Power is neither bound by, nor will it enforce, contracts between Retailers and their end use customers. ENMAX Power also will not mediate disputes between retailers and end-use customers.