My account is overdue

In most cases, missing a single payment will not result in your electricity being cut off or energy plan being cancelled. Unpaid amounts will be added to your next bill and late payment fees will apply. If your account remains unpaid, you’ll receive a notice (by mail and phone) from our collections team.

Ways to keep your account up-to-date

You can use your online account to view your current charges or set up these payment options.

Set up pre-authorized payments

Pre-authorized payments withdraw money automatically from your bank account to pay the monthly balance of your bill.

Set up a payment arrangement

If available, Payment arrangements allow you to pay overdue balances within a set period of time in one of two ways:

• By paying the overdue balance on a specific date
• By scheduling a series of payments on specific dates

Set up an installment plan (Regulated Rate Option accounts only)

If you have a security deposit, it can be divided into up to three, equal monthly payments that will be used to pay for only the overdue balance on your bill. You will still need to pay any current monthly charges.

You can also call us at 310-2010 or 1-877-571-7111 (Canada/USA) and we’ll help you find an option that works for you.

My energy plan has been cancelled (competitive retail accounts only)

Plan Cancellation

If you’re on a retail energy plan with ENMAX Energy, like EasyMax®, and you have received a cancellation notice (by phone or mail), and do not pay by the specified date:

• your retail energy plan will be cancelled
• your electricity will be switched to the regulated rate option
• your new RRO provider may charge you a security deposit to set up your service
• you will need to pay off any overdue balances and go through the sign-up process to return to a retail energy plan

My electricity has been limited or cut off (Regulated Rate Option accounts only)

Utilities are mandated to provide a service, and they’re also mandated to ensure that they are fair to all users.

Limited Electricity

From mid-October through mid-April, utilities will limit electricity service to overdue accounts instead of completely cutting it off.

The limiter allows your furnace fan and a few lights to run so you can have heat during the winter. If too much electricity is used, the limiter will ‘trip’ and turn off your power. You can go out to your meter and turn it back on.

Electricity cut off

Only as a last resort is electricity cut off. Several attempts will be made by phone or mail to arrive at a solution.

Whether your electricity is limited or cut off, it can be fully restored by:

1. Making a payment of your balance in full at: Any financial institution (in-person or online)
   City Cashier, 800 Macleod Trail SE, 8:00 a.m. to 4:30 p.m. (weekdays)
2. Fax or email proof of payment to 403-385-1850 or payments@enmax.com

Who to reach out to

The following organizations are available for assistance related to your utilities:

Alberta Works
1‑866‑644‑5135
www.humanservices.alberta.ca / or use their online resource

Community and Social Services
Dial 2-1-1 anywhere in Alberta
www.ab.211.ca

As well, ENMAX supports several community organizations that offer programs which help Albertans through energy education and financial support:

Aspen Family and Community Network Society helps Albertans manage their long-term energy needs. Please call 403-219-3477.

Distress Centre Calgary provides 24-hour support, counselling and resource referral services to Calgarians in need at 403-266-HELP (4357).

Bissell Centre Edmonton’s Community Bridge Program (780-423-2285 ext. 122), intervenes and provides assistance that helps people avoid eviction.