Frequently Asked Questions

For power outages and other electricity emergencies, call your local electricity distributor. Your distributor and their contact information can be found on your Park Power bill as well as right here:

For power outages and other electricity emergencies, call your local electricity distributor. Your distributor and their contact information can be found on your Park Power bill as well as right here:

Unplug your modem from its power source for 30 seconds. Plug it back in. Give your modem time to reboot—this could take as long as 10 minutes.

If that doesn’t work, check to see if there’s an outage in your area: 

• Cable Internet: Check Shaw Service Updates and Outages.
• DSL Internet: Check Telus Service Status.

If your area has an outage, all we can do is wait for Shaw or Telus to resolve the issue.

If there’s no outage in your area, please call Park Power Customer Support at 780-640-2128. One of our friendly team members will be happy to help.

To help you understand how your bill is calculated, we’ve prepared the following example bills for each type of utility we offer. Each bill includes explanations of the charges and how they’re calculated.

Electricity bill examples

• Residential
• Commercial (business)
• Farm
• Solar (for people who have solar panels)

Natural gas bill examples

• Residential
• Commercial (business)
• Farm

Internet bill examples

• Cable
• DSL

Electricity and natural gas

1. Log into your customer portal at MyAccount.
2. Under Account Information, your current rate will be listed beside Rate Option. To the right of this is a Change link. Click on it.
3. From there, you’ll be presented with a list of rates. Select the one you want to change to by clicking on the Change Rate button beside it.
4. This takes you to a Rate Option Change Request box. On this page, choose when you want your new rate to go into effect by selecting a Meter Read Start Date.
5. Hit the Submit button. After this, you’ll receive a confirmation email, and you’re done!
   
   

You can change your rate anytime inside the MyAccount portal. There’s no fee to do this. All we need is 10 business days to switch you over to your new rate.

Are you in our Solar Club? If so, we recommend that you switch between our high export and low export rates regularly so you can profit on the excess solar power you sell back to the grid in the sunny months.

Internet

To change your Internet plan, contact Park Power’s Customer Support team at customercare@parkpower.ca or 780-640-2128.

Just as good and reliable as any of the big companies. This is because when you’re with Park Power, you’re still tapping into the same reliable infrastructure that ensures everyone in Alberta has safe, consistent, high-quality access to electricity, natural gas, and Internet.

The reliability of your electricity, natural gas, and Internet will not change. The only things that change are who you’re buying these utilities from and how much you’re paying for them.

Our power—and natural gas—come from the same infrastructure and energy sources that all Alberta utility companies use. Everything is regulated by the Alberta government to ensure the province has a safe infrastructure and that we all have reliable electricity and natural gas no matter what company we’re buying it from.

A brief history of how this system came to be

In Alberta, it used to be that you could only buy electricity and natural gas from one place: your local distribution company. You could only get one rate, and you couldn’t go somewhere else if you were unhappy with your service.

In 2001, Alberta deregulated the sale of electricity and natural gas, allowing for competition in the market. So now you can buy your energy from a regulated rate provider or a competitive provider like Park Power. Distribution companies are still around to take care of distributing the energy and looking after the infrastructure.

More about how it works

Regulated rate providers like Direct Energy Regulated Services are only allowed to sell energy at a regulated rate. This rate is not steady. It fluctuates each month based on the ever-changing market price of energy. It can spike in the dark, cold winter months when we need more electricity and natural gas, or when there’s a natural disaster or major economic event.

As a competitive provider, Park Power gives you options beyond the regulated rate. For example, we offer guaranteed fixed rates. This type of rate ensures the price of your energy stays consistent and predictable instead of jumping up and down with the market. And we can sell you both electricity and natural gas and bundle the bills into one clear, helpful invoice. Those are both things that regulated rate providers can’t do.

And when you’re with Park Power, you’re still tapping into the same reliable infrastructure that ensures everyone in Alberta has safe, consistent access to electricity and natural gas. The quality of your utilities does not change. Your electricity and natural gas are still distributed to you by your local distribution company (AltaGas Utilities, ATCO Electric, ATCO Gas, ENMAX, EPCOR, or FortisAlberta).

Park Power is proud to partner with Q Wave to offer you Internet service! Q Wave is an Alberta-based provider of high-speed Internet that uses the infrastructure put in place across Canada by the big telecommunication companies. This means the reliability of your Internet connection will not change.

Like Park Power, Q Wave is a company that gives you an alternative to the corporations that dominate the Alberta utilities market. And thanks to our partnership with Q Wave, you can get your Internet along with electricity and natural gas from one company: your friendly, local Park Power.

Our Terms and Conditions can be viewed here.

Electricity and natural gas

Park Power, which is based in Sherwood Park, Alberta, provides electricity and natural gas to:

• Sherwood Park
• Edmonton and surrounding area
• most of Alberta

We don’t provide electricity and natural gas to Medicine Hat and some areas where there are municipally owned utilities, rural electrification associations (REAs), and natural gas co-ops.

Internet

If you’re a Shaw or Telus customer in Alberta, we can most likely provide you with Internet. Some exceptions exist in rural or remote areas.

Still wondering if we serve your area?

Ask our friendly Customer Support team at 780-640-2128 or customercare@parkpower.ca.

The best way to understand our charges is to see them in action on a bill. Here are example bills for each type of utility we offer. Each bill is accompanied by explanations of the charges.

Electricity bill examples

• Residential
• Commercial (business)
• Farm
• Solar (for people who have solar panels)

Natural gas bill examples

• Residential
• Commercial (business)
• Farm

Internet bill examples

• Cable
• DSL

Unfortunately, no. Because the distribution charge is regulated by the Alberta government, it will be the same amount on your bill no matter what energy provider you’re with.

While we’d love to make the distribution charge lower for you, that’s not one of the powers of Park Power—or any Alberta energy provider, for that matter. The distribution charge is part of how our provincial government ensures that we have reliable energy infrastructure in Alberta.

Why is the distribution charge so high?

The distribution charge is high because it pays for the distribution wires, transformers, power poles, pipes, compressor stations, and all the other infrastructure that distributes electricity and natural gas throughout Alberta. It also pays the distribution companies (for example, EPCOR and ATCO Gas) to maintain this infrastructure.

Electricity distribution charges tend to be higher for customers in rural Alberta because of the longer distances between customer sites.

In Alberta, you can buy your electricity and natural gas from a competitive provider like Park Power or a regulated rate provider like EPCOR or Direct Energy Regulated Services. Regulated rate providers are only allowed to sell electricity and natural gas at regulated rates, which are not steady. Regulated rates fluctuate each month based on the ever-changing wholesale market prices of electricity and natural gas.

The regulated rate for electricity offered by EPCOR, ENMAX, and Direct Energy Regulated Services is commonly known as the Regulated Rate Option (RRO).

For part of 2019, the regulated rate for electricity was capped at 6.8¢ per kWh. The price cap ended on Nov. 30, 2019. Since then, we’ve seen the price of electricity climb above 8.0¢ per kWh as well as drop below 6.0¢ per kWh.

Regulated rates are reviewed and approved by the Alberta Utilities Commission. This commission manages the regulation of the electricity and natural gas sectors on behalf of the Government of Alberta.

In Alberta, the market prices of electricity and natural gas change every month. In the past few years, they’ve climbed as high as 15¢ per kWh and $4.58 per GJ!*

To protect you from the market spikes, we offer guaranteed rates (also known as fixed rates). A guaranteed rate stays the same each month, holding steady no matter what happens in the market. But even though the rate’s locked in, you aren’t. Cancel or switch to another rate anytime. All you have to do is to notify us at least 10 business days in advance.

* To learn more about electricity and natural gas price trends in Alberta, visit Utilities Consumer Advocate Historic Rates.

The market prices of electricity and natural gas can climb high, but sometimes they swing low. In the past few years, Alberta has seen rates as low as 2¢ per kWh and $0.22 per GJ!*

If you’re comfortable with riding the highs and lows, consider one of our variable rates (also known as floating rates). These rates sell energy at whatever the wholesale market price is for the month. As with our other rates, you can cancel or switch to another rate anytime you like. All we need is 10 business days’ notice.

* To learn more about electricity and natural gas price trends in Alberta, visit Utilities Consumer Advocate Historic Rates.

A prudential is similar to a security deposit. It’s a one-time charge that you pay in order to get a discount rate on electricity or natural gas. If you choose a discount rate with a prudential, you’ll pay it when you sign up. And if you leave Park Power, you’ll get your prudential money back! All of it! The prudential is fully refundable.

Even if you never leave Park Power, you still get a little bit back each month—and this is what makes the prudential different from a security deposit. Unlike a security deposit, your prudential money collects interest: 5% a year. And each month, this prudential interest turns up on your bill as a credit.

Note: If you sign up for a variable electricity rate, we might require you to pay a prudential depending on the results of our credit check.

Also note: If you sign up for discount rates for both electricity and natural gas, you will have to pay two prudentials.

How much will my prudential be?

You can cancel with us anytime. You’re never locked in.

Absolutely yes!

With regulated rate providers such as EPCOR, you don’t even need to notify them that you’re cancelling and switching to us. We take care of that for you.

For other energy and Internet service providers, we encourage you to check your agreement with them and ensure you won’t be charged any cancellation fees when you switch. Here’s more on how to switch to Park Power.

Electricity and natural gas

No set-up fees.

Internet

Internet service has set-up fees. Here are the fees for cable Internet and DSL Internet.

No. Your power and natural gas will not be interrupted when you switch to Park Power.

Our preferred payment method is pre-authorized debit from a chequing account. This form of payment is free for both you and us, which is why it’s our favourite way to take payments.

On your current bill.

If you’re moving somewhere, you’ll have a new site ID and meter number. You can look them up in this Site Catalog.

If you can’t find your Site ID or meter number, no worries. You can submit your Sign Up form without filling this part in, and we’ll find it for you.

On your current bill.

Yes, we can provide paper bills at a monthly cost of $3.25.

If you qualify as one of the following customer types, please contact our Customer Care team to request free paper bills for Internet Service.

• Customers who self-identify as persons with disabilities
• Customers without home Internet access or mobile data services
• Seniors aged 65 or older