Customer Support

We’re always here to help.

We are passionate about everything we do. And if you’re as excited as we are, you might have a few questions too. We’re here to help educate you about our system and resolve any issues you may experience.

Customer Care

In Edmonton: 311

Outside Edmonton: (780) 442-5311

TTY Services: (780) 944-5555

7 days a week from 7 am to 7 pm (closed statutory holidays)

Billing

To manage your account online, please visit epcor.com/myaccount

For billing and/or consumption inquiries, please contact EPCOR at 310-4300 or by email at [email protected]

EPCOR Hours of Operation:

Monday to Friday 8 am – 7 pm

Saturday 8 am – 4:30 pm

Sunday & Stat Holidays Closed

Emergencies

For emergencies during business hours (7 am to 7 pm) please contact:

In Edmonton: 311

Outside Edmonton: (780) 442-5311

TTY Services: (780) 944-5555

For emergencies after hours
(7 pm to 7 am) please contact:

In Edmonton: (780) 508-9200

 


Other questions? Reach us at [email protected]

Do you send sales personnel to my home?

No, in order to protect our customers from door-to-door scams, Blatchford Renewable Energy does not send sales personnel to customer residences. However, if needed, Blatchford Renewable Energy staff will require access to your home to install, inspect, test or repair the equipment owned by the utility. Blatchford Renewable Energy’s staff will get in touch with the account holder in advance via phone and/or email to schedule this service call.

What do I do in case of an emergency situation relating to Blatchford Renewable Energy?

Have an emergency? No problem – we are here for you 24/7, every day of the year.

For emergencies during business hours (7 am – 7 pm) please contact:

  • In Edmonton: 311
  • Calls from outside Edmonton: (780) 442-5311
  • TTY Services: (780) 944-5555

For emergencies after hours (7 pm – 7 am) please contact:

  • 780-508-9200

Am I paying more to get my energy from renewable sources?

No. With Blatchford Renewable Energy, sustainable energy is affordable! Green energy has always been more expensive than traditional sources of heating, cooling, and hot water. We’re changing that. Blatchford Renewable Energy lets you lower your carbon footprint with sustainable energy at no additional cost.

Our fiscal policy states that all customer charges will be based upon the customer paying at most a comparable fee to what they would elsewhere in the City of Edmonton through their energy utility bills and annual maintenance costs. This is reflected in your variable and fixed charges on your utility bill.

Will the utility rate increase in subsequent years?

Just like any other utility service, customer rates change over time. City Council sets the Blatchford Renewable Energy rates on an annual basis. However, there is a fiscal policy in place for the utility that states that all customer charges will be based upon the cost of service with the customer paying at most a comparable fee to what they would elsewhere in the City of Edmonton through their energy utility bills and annual maintenance costs.

Why are my summer energy bills the same as they were in winter when I am not heating my home?

One of the great things about a heat pump is that it’s reversible—it provides both heating and cooling (air conditioning) for the home. When the temperature in the home rises, the heat pump will switch to cooling mode. This means that during the summer months, you will see charges on your utility bill for the energy used to cool your home. In comparison, in a home with a typical air conditioning unit, a resident would see increased electricity charges for cooling their home.

Why is EPCOR doing the billing for my services?

The City of Edmonton and EPCOR have an existing relationship, with the City being EPCOR’s sole shareholder. As a new city-owned utility, Blatchford Renewable Energy decided to partner with EPCOR to manage the utility bills, payments and all billing-related inquiries. The management and operation of the utility and its services will remain with Blatchford Renewable Energy.

I think my meter is reading wrong, how do I correct this?

If you suspect your meter is reading incorrectly, please submit a Meter Testing Request.

Alternatively, please contact EPCOR at 310-4300 to request your meter to be tested. Please be advised that if it is found that the meter is reading correctly, a meter testing fee will apply and will be added to your next bill.

Where can I check my energy consumption?

The energy consumption and charges will appear on your EPCOR bill under the Adjustments section.

How do I inquire about or dispute charges on my bill?

If you have any billing and/or consumption related inquiries, please contact EPCOR at 310-4300 or by email at [email protected]

How do I find a qualified service technician for my heat pump?

Please look at the sticker attached to your heat pump to find the make and model of your equipment. When you conduct an online search for service technicians, ask if they have experience with your specific heat pump.

How often should I have my heating system professionally serviced?

Please refer to your equipment specific heat pump manual for its maintenance schedule and servicing requirements. Generally speaking, heat pumps should be serviced once a year, similar to a standard furnace.

What do I do if there’s an issue with my equipment?

Please refer to the manufacturer’s heat pump manual for instructions specific to the heat pump model and for troubleshooting suggestions. The equipment-specific manuals provided by the manufacturer must be used to maintain the equipment and to comply with all applicable standards by a qualified service technician. Alternatively, you can contact a qualified service technician. Additional information can be found in our maintenance and operations manual.

Please note that Blatchford Renewable Energy is not responsible for the operation or maintenance of the heat pump inside your home.