Sample. Alberta Company. Your electricity bill. Bill date March 18, Your use this month. Your use this year. Important. You owe 121.

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1 Page 1 of 4 Customer Service Toll-free Emergency Website Your electricity bill Bill date March 18, 2012 You owe Pay by March 28, 2012 Your use this month Days billed 29 kwh used 600. Average kwh/day Average cost/day 4.18 Rate /kwh Your use this year Includes actual and estimated use Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Return this stub with your payment Your last bill We processed your payment Feb You still owe 0 Electricity charges GST 5.77 Total you owe now After March 28 pay Important Thank you for keeping your account up-to-date. Jane Doe 456 Main St Somewhere AB T1J 1J1 Account number Sample PO Box 100 Edmonton AB T2J 2Y2 Amount due Pay by March 28, 2012 After March 28 pay Amount paid Jane Doe 456 Main St Somewhere AB T1J 1J1 Account number

2 Page 2 of 4 Electricity site ID Meter number Feb 5 actual Mar 4 actual kwh used 600. Multiplier 1 If your reading was estimated, your bill will be adjusted when we get your next actual reading. Helpful information Electricity charges Feb 5 to Mar 4 Charges to buy electricity from (retailer name) Electricity use (600 kwh x /kwh) Administration fee 7.03 Total Charges to deliver electricity from (distributor name) Transmission charge Distribution charge Local access fee 6.73 Balancing Pool rider Rider A 4.10 Total Total electricity charges Distribution services inquiries Moving Please let us know three business days before you move. This gives us time to close your account. Call Customer Service at If you don t call to cancel, you continue to pay for service. How to pay The easiest way to pay is automatic withdrawal, which means you re never late. You can also pay by phone, internet, bank, or cheque mailed to PO Box 100, Edmonton AB T2J 2Y2. Paying your bill on time Please make sure your payment gets to us before the due date. We charge 1.5% interest monthly (19.56% per year), compounded monthly on late payments. Some banks take up to four business days to get payments to us. NSF cheques We charge a fee if cheques don t clear. Terms and conditions The AUC approves the terms and conditions of this bill. You can get more information by calling Customer Service.

3 Page 3 of 4 Understanding your electricity service You have a retailer and a distributor Each plays a role in bringing electricity to you. Your retailer Your retailer buys electricity on the market and sells to you, the customer. Your retailer also bills you and manages your account. There are two kinds of retailers. Regulated retailers set their rate using a formula approved by the Alberta Utilities Commission. Competitive retailers set their rate independently. You choose the kind of retailer and which company to buy your energy from. For more information, or to compare retailers, visit the Utilities Consumer Advocate website, Your distributor Your distributor delivers electricity to customers, answers emergency calls, and does meter readings. Your bill Your bill comes from your retailer, but it includes your delivery charges as well. The delivery charges on your bill come from your distributor, not from your retailer. Who to call with questions Call your retailer if you have questions about your bill. Call your distributor if you have an outage or emergency. Phone numbers for both companies are on your bill. Organizations involved in your service Alberta Utilities Commission (AUC) The AUC regulates natural gas and electricity utilities and markets to protect Albertans social, economic, and environmental interests where competitive market forces do not. Utilities Consumer Advocate (UCA) The UCA is a government agency that educates consumers about their utility options. The UCA represents consumer interests at AUC rate hearings and mediates between consumers and retailers or distributors when they can t resolve issues through the company. Go to for more information. Balancing Pool The Alberta government created a corporation called the Balancing Pool to manage assets and agreements that came from deregulating the electricity market. The Pool manages these assets on behalf of Alberta s electricity consumers. Alberta Electrical System Operator (AESO) The AESO is a government-appointed, not-for-profit agency that oversees the provincial transmission system and power pool. This information about your service is brought to you by your retailer and the UCA Plain Language Billing Project.

4 Page 4 of 4 Understanding the language on your electricity bill Measuring your use kwh Kilowatt hour is the standard measure for electricity use one kilowatt of electricity in use for one hour. For example, a 100W light bulb uses 1 kwh if it s on for 10 hours. Your meter readings are either actual or estimated. An actual meter reading is taken from the meter at your house or site. If distributors don t get an actual reading, they estimate the reading, based on past use and number of days in the period. Site ID and meter number These two numbers identify the meter in your house. Site ID is like the address or location of the meter, and the meter number is on the meter itself. Multiplier To convert your meter reading into kwh, multiply the reading by the multiplier. If your multiplier is 1, your reading is already in kwh. Charges from your retailer Your retailer buys electricity on the market and sells to you, the customer. Your retailer also bills you and manages your account. Charges to buy electricity These are charges from your retailer for the amount of electricity you use. These charges are the rate multiplied by number of kwh you use. Distributor Your distributor delivers electricity to customers, answers emergency calls, and does meter readings. Charges to deliver electricity These charges are not for the electricity itself, but for delivery from the source to your home. They are charges from your distributor and are sometimes separated into transmission and distribution. Transmission: Transmitting electricity over long distances from the source to your local area. Distribution: Transmitting electricity within your area, usually within your city or town. Local access fee Your distributor pays a fee to the local government to use municipal land for power lines and substations. The fee also gives your distributor the right to provide electricity to your community and covers municipal taxes on property and land. The fee is shared by all customers in your area. Each local government sets the fee based on provincial law. Rider A rider is a charge or a credit that adjusts your distributor charges. Riders exist for various reasons. They cover changes in circumstances since the Alberta Utilities Commission (AUC) last approved your distributor s charges. They are also AUCapproved. You may have more than one rider on your bill at a time. Balancing Pool rider The Balancing Pool forecasts whether its assets will have a surplus or shortfall. Alberta s electricity consumers share this surplus or shortfall as a credit or charge on their bills, usually as a credit. Rate Your rate is how much you pay your retailer per kwh for electricity you use, shown in cents or dollars. Administration fee Your retailer charges this fee to cover billing costs and customer care. Cancel, rebill, or adjustments (charge or credit) s sometimes need to adjust your bill for a meter reading or other reason. To make sure your bill is right, your retailer cancels the original amount and rebills the correct amount. If the correction applies to several months, you may have several lines of cancel and rebill or adjustments, but it doesn t mean you re being charged more than once. Charges from your distributor Customer-friendly definitions brought to you by your retailer and the UCA Plain Language Billing Project.

5 Page 1 of 4 Customer Service Toll-free Emergency Website Your electricity and gas bill Statement date March 18, 2011 You owe Pay by March 28, 2011 Your use this month Electricity Days billed 28 kwh used Average kwh/day Average cost/day 7.82 Rate /kwh Your use this year Includes actual and estimated use. kwh 0 0 Electricity Gas Days billed 28 GJ used Average GJ/day Average cost/day 4.48 Rate 3.545$/GJ, 3.207$/GJ Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Your last bill We processed your payment Jan You still owe Electricity charges Gas charges Late payment fee 5.00 GST Total new charges Total you owe now After March 28 pay Important You are behind in your payment. Please contact us or send in your payment. We d like to avoid cutting off your service. GJ 0 0 Gas Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Jane Doe 456 Main St Somewhere AB T1J 1J1 Account number Return this stub with your payment PO Box 100 Edmonton AB T2J 2Y2 Amount due Pay by March 28, 2011 After March 28 pay Amount paid Jane Doe 456 Main St Somewhere AB T1J 1J1 Account number

6 Page 2 of 4 Electricity site ID Electricity charges Feb 5 to Mar 4 Meter number Gas site ID Charges to buy electricity from (retailer name) Meter number T00320-Z91761 Electricity use ( kwh x 8. /kwh) Administration fee 6.88 Total Charges to deliver electricity from (distributor name) Transmission charge 7.31 Distribution charge Electricity Gas Local access fee 5.85 Jan 27 actual Jan 30 estimate 311. Balancing Pool rider Mar 8 estimate Mar 10 actual 326. Rider A 1.72 KWh used GJ used Total Multiplier 1 Conversion factor Total electricity charges If your reading was estimated, your bill will be adjusted when we get your next actual reading. Gas charges Feb 5 to Mar 4 Helpful information Charges to buy gas from (retailer name) Gas use Feb 5 to Feb 24 ( GJ x $3.545/GJ) Distribution services inquiries Gas use Feb 25 to Mar 4 (3.190 GJ x $3.207/GJ) Electricity: Administration fee 7.07 Gas: Total Charges to deliver gas from (distributor name) Transmission charge Electricity: Distribution charge Gas: Municipal franchise fee Moving Rider B 4.13 Please let us know three business days before you move. Total This gives us time to close your account. Call Customer Service at If you don t call to cancel, you Total gas charges continue to pay for service. How to pay The easiest way to pay is automatic withdrawal, which means you re never late. You can also pay by phone, internet, bank, or cheque mailed to PO Box 100, Edmonton AB T2J 2Y2. Paying your bill on time Please make sure your payment gets to us before the due date. We charge 1.5% interest monthly (19.56% per year), compounded monthly on late payments. Some banks take up to four business days to get payments to us. NSF cheques We charge a fee if cheques don t clear. Terms and conditions The AUC approves the terms and conditions of this bill. You can get more information by calling Customer Service. Page 2 of 4 Electricity site ID Meter number Gas site ID Meter number T00320-Z91761 Electricity Jan 27 actual Mar 8 estimate KWh used Multiplier 1 Gas Jan 30 estimate 311. Mar 10 actual 326. GJ used Conversion factor If your reading was estimated, your bill will be adjusted when we get your next actual reading. Electricity charges Feb 5 to Mar 4 Charges to buy electricity from (retailer name) Electricity use ( kwh x 8. /kwh) Administration fee 6.88 Total Charges to deliver electricity from (distributor name) Transmission charge 7.31 Distribution charge Local access fee 5.85 Balancing Pool rider Rider A 1.72 Total Total electricity charges Gas charges Feb 5 to Mar 4 Helpful information Distribution services inquiries Electricity: Gas: Electricity: Gas: Moving Please let us know three business days before you move. This gives us time to close your account. Call Customer Service at If you don t call to cancel, you continue to pay for service. Charges to buy gas from (retailer name) Gas use Feb 5 to Feb 24 ( GJ x $3.545/GJ) Gas use Feb 25 to Mar 4 (3.190 GJ x $3.207/GJ) Administration fee 7.07 Total Charges to deliver gas from (distributor name) Transmission charge Distribution charge Municipal franchise fee Rider B 4.13 Total Total gas charges How to pay The easiest way to pay is automatic withdrawal, which means you re never late. You can also pay by phone, internet, bank, or cheque mailed to PO Box 100, Edmonton AB T2J 2Y2. Paying your bill on time Please make sure your payment gets to us before the due date. We charge 1.5% interest monthly (19.56% per year), compounded monthly on late payments. Some banks take up to four business days to get payments to us. NSF cheques We charge a fee if cheques don t clear. Terms and conditions The AUC approves the terms and conditions of this bill. You can get more information by calling Customer Service.

7 Page 3 of 4 Understanding your electricity and gas service Understanding your electricity service Understanding your electricity service Electricity service Electricity service Billing relationship Billing relationship Source Transmission Distributor You Understanding your natural gas service Understanding your natural gas service Source Transmission Distributor You Utilities Consumer Advocate Plain Language Billing Project Natural gas service Natural gas service Utilities Consumer Billing relationship Advocate Plain Language Billing Project Billing relationship Source Transmission Distributor You Source Transmission Distributor You Utilities Consumer Advocate Plain Language Billing Project Utilities Consumer Advocate Plain Language Billing Project You have a retailer and a distributor Each plays a role in bringing electricity or natural gas to you. Your retailer Your retailer buys electricity or natural gas on the market and sells to you, the customer. Your retailer also bills you and manages your account. There are two kinds of retailers. Regulated retailers set their rate using a formula approved by the Alberta Utilities Commission. Competitive retailers set their rate independently. You choose the kind of retailer and which company to buy your energy from. For more information, or to compare retailers, visit the Utilities Consumer Advocate website, Your distributor Your distributor delivers electricity or gas to customers, answers emergency calls, and does meter readings. Your bill Your bill comes from your retailer, but it includes your delivery charges as well. The delivery charges on your bill come from your distributor, not from your retailer. Who to call with questions Call your retailer if you have questions about your bill. Call your distributor if you have an outage or emergency. Phone numbers for both companies are on your bill. Organizations involved in your service Alberta Utilities Commission (AUC) The AUC regulates natural gas and electricity utilities and markets to protect Albertans social, economic, and environmental interests where competitive market forces do not. Utilities Consumer Advocate (UCA) The UCA is a government agency that educates consumers about their utility options. The UCA represents consumer interests at AUC rate hearings and mediates between consumers and retailers or distributors when they can t resolve issues through the company. Go to for more information. Balancing Pool The Alberta government created a corporation called the Balancing Pool to manage assets and agreements that came from deregulating the electricity market. The Pool manages these assets on behalf of Alberta s electricity consumers. Alberta Electrical System Operator (AESO) The AESO is a government-appointed, not-for-profit agency that oversees the provincial transmission system and power pool. This information about your service is brought to you by your retailer and the UCA Plain Language Billing Project.

8 Page 4 of 4 Understanding the language on your electricity and gas bill Measuring your use kwh Kilowatt hour is the standard measure for electricity use one kilowatt of electricity in use for one hour. For example, a 100W light bulb uses 1 kwh if it s on for 10 hours. GJ Gigajoule is a standard measure of energy use. An average family uses roughly 120 GJ of energy in natural gas in a year. Your meter readings are either actual or estimated. An actual meter reading is taken from the meter at your house or site. If distributors don t get an actual reading, they estimate the reading, based on past use and number of days in the period. For gas, the estimate also considers temperature during the period. Site ID and meter number These two numbers identify the meter in your house. Site ID is like the address or location of the meter, and the meter number is on the meter itself. Multiplier (for electricity only) To convert your meter reading into kwh, multiply the reading by the multiplier. If your multiplier is 1, your reading is already in kwh. Conversion factor (for gas only) A gas meter measures volume. The conversion factor converts volume into the units of energy, or GJ, used to calculate your charges. Charges from your retailer Your retailer buys electricity or gas on the market and sells to you, the customer. Your retailer also bills you and manages your account. Charges to buy electricity or gas These are charges from your retailer for the amount of electricity or natural gas you use. These charges are the rate multiplied by number of kwh or GJ you use. Rate Your rate is how much you pay your retailer per kwh or GJ for electricity or natural gas you use, shown in cents or dollars. Cancel, rebill, or adjustments (charge or credit) s sometimes need to adjust your bill for a meter reading or other reason. To make sure your bill is right, your retailer cancels the original amount and rebills the correct amount. If the correction applies to several months, you may have several lines of cancel and rebill or adjustments, but it doesn t mean you re being charged more than once. Charges from your distributor Distributor Your distributor delivers electricity or gas to customers, answers emergency calls, and does meter readings. Charges to deliver electricity or gas These charges are not for the electricity or natural gas itself, but for delivery from the source to your home. They are charges from your distributor and are sometimes separated into transmission and distribution. Transmission: Transmitting electricity or moving gas over long distances from the source to your local area. Distribution: Transmitting electricity or moving gas within your area, usually within your city or town. Local access fee and Municipal franchise fee Your distributor pays a fee to the local government to use municipal land for power lines and substations or gas pipelines and infrastructure. The fee also gives your distributor the right to provide electricity or gas to your community and covers municipal taxes on property and land. The fee is shared by all customers in your area. Each local government sets the fee based on provincial law. Rider A rider is a charge or a credit that adjusts your distributor charges. Riders exist for various reasons. They cover changes in circumstances since the Alberta Utilities Commission (AUC) last approved your distributor s charges. They are also AUCapproved. You may have more than one rider on your bill at a time. Balancing Pool rider (for electricity only) The Balancing Pool forecasts whether its assets will have a surplus or shortfall. Alberta s electricity consumers share this surplus or shortfall as a credit or charge on their bills, usually as a credit. Administration fee Your retailer charges this fee to cover billing costs and customer care. Customer-friendly definitions brought to you by your retailer and the UCA Plain Language Billing Project.

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