On January 1, 2016, the
Code of Conduct Regulation came into force. This 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 and ENMAX Energy is both an affiliated retailer and the regulated rate provider for ENMAX Power.
ENMAX Power and ENMAX Energy have prepared a compliance plan and education program to ensure that we all (including our officers, employees, agents and contractors) meet the requirements of the Code of Conduct Regulation. The Alberta Utilities Commission approved the compliance plan on an interim basis, effective January 1, 2017, in Decision 21653-D01-2016. ENMAX Power and ENMAX Energy also have a Director of Compliance and Compliance Coordinators who are responsible for our adherence to 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 1-780-427-4903 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 403-310-2010 or 1-877-571-7111.
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:
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 403-689-6281. If you prefer, you may instead complete a
Code of Conduct Compliance form.
All customers are free to purchase natural gas services from the default supply provider or from a retailer of their choice and to purchase electricity services from the regulated rate provider or from a retailer of their choice. The delivery of natural gas and electricity to you is not affected by your choice. If you change who you purchase natural gas services or electricity services from, you will continue receiving natural gas and electricity from the distribution company in your service area. For a current list of retailers you may choose from, visit www.ucahelps.alberta.ca or call 310-4822 (toll free in Alberta).
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