Code of Conduct Regulation must be followed by all owners of electricity distribution systems, their affiliated retailers and their regulated rate providers in Alberta. ENMAX Power is a distribution system owner. ENMAX Energy is both an affiliated retailer and the regulated rate provider for ENMAX Power and others.
Code of Conduct Regulation came into force in January 1, 2016. It established a one-year transition period to allow ENMAX Power and ENMAX Energy to obtain approval from the Alberta Utilities Commission for their compliance plan, which describes in detail how their operations comply with the new regulation. During this one-year transition period, ENMAX Power and ENMAX Energy were required to comply with their old compliance plans, applicable to the old
Code of Conduct Regulation.
View the Code of Conduct Regulation
ENMAX Power and ENMAX Energy have prepared a compliance plan and education program to ensure their operations comply with the new Code of Conduct Regulation. Should you have any questions concerning the Code of Conduct Regulation or the Compliance Plan to the Code of Conduct Regulation, please contact the Director, Compliance at
View the ENMAX Compliance Plan
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 403-310-4282 in Alberta or 1-833-511-4282 outside Alberta or
firstname.lastname@example.org. The Market Surveillance Administrator can be reached by contacting 1-403-705-3181 or
email@example.com. The Alberta Utilities Commission and the Market Surveillance Administrator are independent of ENMAX Corporation and its subsidiaries including ENMAX Power Corporation and ENMAX Energy Corporation and any regulated rate supplier or affiliated provider. For billing issues please contact our customer care centre at 310-2010 or 1-877-571-7111 (Outside Alberta).
In addition to the Code of Conduct Regulation, ENMAX Power is bound by the AUC's
Inter-Affiliate Code of Conduct which is intended to:
In November 2005, the EUB (replaced in 2008 with the AUC) approved a Compliance Plan that details the measures, policies, procedures and monitoring mechanisms that ENMAX Power employs to ensure its full compliance with the Inter-Affiliate Code of Conduct. The plan includes instructions on how to direct questions or comments regarding the plan to ENMAX Power and what was then the EUB (now the AUC).
View the ENMAX Power Inter-Affiliate Compliance Plan
ENMAX Power reports annually to the AUC on its compliance with the Inter-Affiliate Code of Conduct.
The Market Surveillance Administrator ("MSA") is an independent body created under the
Electric Utilities Act and continued under the
Alberta Utilities Commission Act to help ensure the fair, efficient and openly competitive operation of Alberta's electricity markets. The Code of Conduct Regulation governs aspects of the retail electricity market, including the conduct of owners of electric distribution systems and affiliated retailers. Any person who feels that a contravention of this Regulation has occurred may submit a complaint to the MSA, by following the process set out in section 41 of the
Alberta Utilities Commission Act. Copies of these Acts and this Regulation may be obtained through the Queen's Printer (Alberta). The MSA can be reached by telephone at (403) 705-3181. For additional information with regard to the MSA, please visit its website at
The Compliance Officer (Director, Compliance) will keep a record of all written (or emailed) disputes, complaints or inquiries from within ENMAX Power Corporation (“EPC”) or from external parties respecting the application of, or alleged non-compliance with, the Code of Conduct. The identity of the party making the dispute, complaint, or inquiry will be kept confidential.
The Compliance Officer will acknowledge all disputes, complaints or inquiries in writing (which includes email) within five working days of receipt.
The Compliance Officer shall respond to the dispute, complaint or inquiry within 21 working days of its receipt. The response shall include a description of the dispute, complaint or inquiry and the initial response of EPC to the issues identified in the submission. EPC’s final disposition of the dispute, complaint or inquiry shall 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.
If you'd like more information on ENMAX Code of Conduct compliance plan or would like to raise a Code of Conduct issue, please
email ENMAX Director, Compliance or phone 403-689-7308. If you prefer, you may instead complete the Code of Conduct Colpliance form (link below).
Go to the Code of Conduct Compliance form
Customers are free to purchase natural gas services or electricity services from a retailer of their choice. For a list of retailers, visit ucahelps.alberta.ca or call 310-4822 (toll free in Alberta).
For new services, transfers or renewals, please call 310-2010 or click here to self serve online.