Frequently Asked Questions

Your questions are important to us!

Below are many common questions and answers.

What is a Prudential?

Electricity and Natural Gas retailers in Alberta are required to pay a Prudential charge to guarantee payment to the generators for the cost of energy a consumer consumes and to the distribution utilities for delivery charges. Your investment in our prudential account allows us to keep our rates lower and continue to save you money on your electricity bill. The 5% interest per annum is credited to your monthly Utilities By Kuby bill and the Prudential is fully refundable should you choose to leave Utilities By Kuby.

Do I need the Site ID number for my electricity or gas service to sign up?

No, if you do not have this information from your current bill, we can find it for you.

If I signed a long-term agreement with another retailer/Community Energy Marketer, can I switch retailers/Community Energy Marketers?

Yes, regulated rate (month-to-month) customers can switch over at any time. If you have signed a long-term contract, we encourage you to contact your current retailer/Community Energy Marketer to verify the cancellation process and to determine if any exit fees or penalties need to be paid, prior to switching to a new energy retailer/Community Energy Marketer.

If I switch energy suppliers, will my service reliability be affected?

No. Services provided by competitive retailers/Community Energy Marketers differ only by price and other contract features. The electricity or natural gas will continue to come to your home or business, through the same network of wires or pipes, no matter whom you choose as an energy retailer/Community Energy Marketers.

By law, the local utility company is not allowed to provide different care levels to customers who have chosen an alternate supplier. You will continue to receive the same level of delivery quality, emergency response and meter reading from your current local utility. If, for some reason, a Community Energy Marketer decided to abruptly end its services, then that company's customers would automatically be enrolled with the regulated rate provider.

Can Utilities By Kuby service my area?

We can service all communities in Alberta except for Medicine Hat and some Rural Electrification Associations (REAs). Still not sure if we service your area? Contact our friendly local customer care team to find out.

Are there any fees to enroll?

There are no enrollment fees to choose us as your Community Energy Marketer.

Do you offer different payment options?

Pre-authorized debit from a chequing account is our only method of payment. This charge will appear on your bank statement as UTILNET-****-EL / UTILNET-****-NG

Can I change my payment due date?

Our payment due dates are based on when your meter is read by the distribution company. The meter readings and consumption information is sent to us electronically and bills are produced with a payment date seven days after the billing date.

Our new Pick-a-Date program gives customers the ability to pick the date payment for their monthly invoices are withdrawn from their account. All electricity and natural gas customers can choose any day of the month (1st – 28th) or the last day of the month for their payment date (some conditions apply). If you are interested in taking advantage of this new program, contact our Customer Care team and they will help get you set up.

What if I have a micro-generation site?

Electricity exported to the grid by Small Micro-Generators (MG), as defined under the provisions of the Province of Alberta, Electric Utilities Act, Micro-Generation Regulation, is calculated based on meter read information provided by your distribution company. The exported electricity meter data is processed on a monthly basis and will be included as a 'MG Credit' on your bill. The credit will be calculated using the fixed or variable rate chosen by the customer for their imported energy.

Do you offer any special rates for Solar/MicroGen Customers?

I am a Solar Club^® Member. How do I switch between rates?

To switch rates, simply log in to your My Account portal and click the "Change" button next to your rate. From the rate selection screen, choose from one of the available rates and click the "Change Rate" button. The last step is to choose your Earliest Possible Rate Change Date using the calendar icon. Then press the "Submit" button and our team takes care of the rest! If you would like additional help, we have video tutorials that show you the process.

How Does Credit Balance Transfer Work?

This feature allows you to use your Microgen credit to automatically pay off balances on your other accounts. Once enabled, any credit remaining on your account after current charges have been paid will automatically be used to pay off any outstanding balances on your other Natural Gas or Electricity accounts (Credit Balance Transfer is currently unavailable to Internet accounts).

Microgen accounts with higher credit balances are used first to cover other accounts with outstanding balances, starting with those with the lowest balances first. Activating credit balance transfers can be done from your 'My Account' page within the 'Profile Information' section and can be deactivated at any time.

Please note that this feature is not available to Budget Billing customers.

Can I leave my generation credits on file?

Absolutely, the choice is yours! You will be refunded your excess microgen credit by default when the value stays above $200 for two consecutive months. You can also opt to leave the credits on your account and draw against them in the winter months.

If 'Credit Balance Transfer' is enabled, your credit will automatically be used to cover your other account(s), such as Electricity or Natural Gas, when your invoice is due. If your microgen account still holds a credit balance over $200 for two consecutive months, you will be refunded your excess credit. If you do not wish to be refunded your excess credit, you can contact customer care and opt to leave the credits on your account.

I’m Solar Ready™, what is the Pre-Solar Rate™?

Our Pre-Solar Rate™ is uniquely designed for customers who have started their solar journey and are waiting for their system to be ready. If you are at one of the following stages in your solar journey, this rate is for you.

You have signed a contract to install a solar PV system; or
You are waiting for your bidirectional meter to be installed; or
You are waiting for the Wires Company to designate your site as a micro-generation site, then you are Solar Ready™.

To qualify for this rate, you must enter a referral code provided by your installer, as well as a copy of the signed installation contract. Please note that this offer cannot be combined with other promo codes.

Once your site is designated a micro-generation site, you will automatically be moved to the current Solar Club LO Rate. The Pre-Solar Rate™ is valid for 180 days from the date of enrollment. If your site is not designated a micro-generation site by the end of the 180 days, you will automatically be put onto the lowest available fixed rate.

For more details, please see the Terms & Conditions.

Who do I call if power goes out or if there is a gas leak or other emergency?

If you have a power outage or other energy related emergency, please call the local utility company for your area (ATCO Electric, ENMAX, EPCOR, FORTIS Alberta, ATCO Gas, etc.) Contact numbers for the utility may also be found on your current bill.

How do I know that my personal information is secure?

We are very concerned about the security and confidentiality of your personal information. Each account is secured by a unique combination or User ID and password and all systems and data are stored in a secure, fully redundant data center that is monitored 24/7.