FAQs
We’re Here to Help
Find the answers to the questions we get asked the most about our services and natural gas.
Q: Are the local offices open to the public?
A: Our offices are currently not open to the public. Visit our Contact page to find our Customer Care Centre hours and contact information.
Q: Where are Apex Utilities’ service territories?
A: Visit Where We Serve to view a map of our service territory and a list of the municipalities we serve.
Q: Will Apex Utilities install a secondary gas line from my house to my barbeque or another appliance?
A: We provide reliable, clean, and safe service up to the gas line connecting to the meter. Any work downstream of the meter must be arranged between you and a third party and paid for by you. This includes connections to auxiliary buildings or appliances, such as barbeques, hot tubs, and gas fire pits.
Q: When does Apex Utilities read the gas meter?
A: We attempt to read meters monthly. Your billing cycle and property location will determine when your meter is read. Contact us to find out your billing cycle.
Q: Why does my natural gas meter need to be recalled or replaced?
A: Natural gas meters are removed for inspection as required by Measurement Canada. For more information, visit Measurement Canada.
Q: I am ready to have a gas meter installed at my property, what do I do now? What are the requirements?
A: Visit Request a Natural Gas Meter for more information.
Q: What is Automated Meter Reading (AMR)?
A: AMR uses an Encoder Receiver Transmitter (ERT) device to obtain a meter read remotely.
Q: What information is collected and transmitted by the meter’s Encoder Receiver Transmitter (ERT)?
A: Only gas usage information is collected and transmitted. No personal information or other personally identifiable data is available to, stored on, or transmitted by the device.
Q: How do I set up a new account with Apex Utilities?
A: Visit Open an Account for more information.
Q: How do I Start, Stop, or Transfer my service when I move?
A: Visit Moving for more information.
Note: These FAQs apply to customers who purchase their natural gas from Apex Utilities Inc.
Q: Can I choose the date my payments are withdrawn?
A: The payment due date is 21-days after the invoice date and is automatically calculated based on your billing cycle. An alternate date cannot be selected.
Q: Do you have a natural gas bill equalization payment plan?
A: Yes, we call it a Budget Billing Plan. To learn more, visit Budget Billing Plan.
Q: Will I still receive a copy of my invoice if I am set up for automatic payments?
A: Yes, you will still receive your monthly invoice either by mail or by email. To choose paperless billing, log in to Customer Advantage.
Q: Can I access my invoices online?
A: Yes, Customer Advantage users can view up to 18 months of historical invoices. To view your historical invoices, log in to Customer Advantage.
Q: How is my natural gas usage estimated?
A: Your invoice will normally be based on an actual meter reading. If an estimated meter reading is required, it will be based on any one or all of the following:
- The length of time covered by the estimate;
- The amount of gas used previously in a similar period at the service site;
- The weather during the period being estimated; and/or
- Other relevant information that may be available.
Q: How is the Gas Cost calculated on my invoice?
A: This is the cost to purchase the natural gas provided to you. The Gas Cost is based on an estimate of the price we expect to pay for natural gas each month and adjusted in the following month, either up or down, for actual costs incurred.
For billing periods that include portions of two months, the bill will show two lines for the Gas Cost (one line for each month).
Visit Understanding Your Invoice for more information. The Alberta Utilities Commission (AUC) approves the Gas Cost amount each month. View our approved Rates.
Q: How do I add a third party to my account?
A: To add a third party to your account, visit Customer Advantage, select “Submit a Form”, and complete the “Account Access Authorization” form.
Q: How can I pay my Apex Utilities invoice?
A: There are several convenient ways to pay your invoice:
Credit Card: You can make a one-time payment using VISA, Mastercard, or Visa Debit card through Customer Advantage. Log in to Customer Advantage and click “One-Time Payment” under the “Payments” menu.
Credit card (VISA, Mastercard, or VISA Debit) payments are processed by our third-party payment provider, KUBRA. When you choose to pay by credit card, KUBRA will apply a 1.95% service fee to VISA and Mastercard payments. This service fee will appear as a separate line item on your credit card statement.
Pre‐Authorized Payment Plan: You can register for our pre-authorized payment plan through Customer Advantage. Log in to Customer Advantage and select “Pre-Authorized Payment” under the “Payments” menu.
Internet Banking: Using your banking application, please search for Apex Utilities Inc. and following the instructions.
Telephone Banking Payment Services, Automated Teller Machine (ATM), and in-person at most financial institutions: Please bring your invoice with you for account number and invoice amount.
Mail: Send the remittance portion of your invoice with your payment. Please avoid the use of paperclips, staples, or any other fasteners. Do not send cash in the mail.
Bill Payment Mailing Address:
Apex Utilities Inc.
PO Box 2597 STN M
Calgary, AB T2P 0C8
For customers not currently enrolled on our equalized Budget Billing Plan:
Q: Do you have a natural gas bill equalization payment plan?
A: Yes. We call it a Budget Billing Plan.
Q: How does the Budget Billing Plan work?
A: Energy invoices can fluctuate, especially during cold months. The Budget Billing Plan can help reduce your winter invoice by spreading your total estimated annual billing over a 12-month period. If you would like to enroll, you can let us know anytime. To serve you better, our Budget Billing Plan will have a six-month review to ensure the budget amount is more in-line with usage patterns and the ability to adjust the budget amount, if needed.
Q: How is the monthly Budget Billing Plan amount calculated?
A: The Budget Billing Plan amount is determined by averaging the invoices for the previous 12-months of your property.
Q: Can I enroll on the Budget Billing Plan if my house was recently built?
A: We do not recommend enrolling in the Budget Billing Plan until there has been at least 12-months of invoice history for the property. This ensures we can accurately calculate an appropriate Budget Billing Plan amount without the risk of over or underestimating the Budget Billing Plan amount. If the property is new to you, but the house is 12-months or older, the calculation is based on the last 12-months of invoices at the property.
Q: What criteria needs to be met to be eligible for Budget Billing Plan?
A: You must be an Apex Utilities customer and your account balance must be zero. Demand use and irrigation accounts are not eligible for the program.
Q: Will my due date be different if I am on a Budget Billing Plan?
No. Your invoice due date will continue to be 21-days from the invoice date.
Q: Will my account be subject to late payment penalties if I do not pay the budget amount by the due date?
A: Yes. Payment must be received and accepted by our bank by the due date indicated on your invoice to avoid a late payment penalty.
Q: Is there a Budget Billing Plan review or recalculation throughout the year?
A: Yes. In the sixth (6) month of your Budget Billing Plan term, the payment plan amount is compared to the actual usage charges and the payment plan amount is adjusted if the difference exceeds a threshold. The goal is to ensure your settlement balance, after 12-months, is close to or equal to zero.
If your Budget Billing Plan amount changes, we will notify you on the seventh (7) month of your payment plan term. You will see the updated Budget Billing Plan amount on your next invoice.
If you have any questions about the change in budget amount, please contact our Customer Care Centre at 1-866-222-2067.
Q: What happens if I miss paying my Budget Billing Plan amount?
A: The unpaid amount will be added to the following month and owed in addition to the current month’s Budget Billing Plan amount. After two consecutive months of missed payments, your account will be removed from the Budget Billing Plan and the full account balance (actual, non-budgeted amount) will be due.
Q: In my Budget Billing Plan settlement month, if my account balance is in a credit position, will you send me a refund?
A: Any credit balance will be applied to any future Budget Billing Plan invoices until it is diminished. If you prefer to receive a refund cheque for the credit balance amount, please contact our Customer Care Centre at 1-866-222-2067.
Q: I am interested in signing up for your Budget Billing Plan.
A: If you would like to enroll, contact us anytime.
Q: How do I reach you in case of a natural gas emergency?
A: Call our 24-hour emergency line at 1-866-222-2068.
Q: What should I do if I smell natural gas?
A: Call our emergency line at 1-866-222-2068 immediately and follow these recommendations for Natural Gas Emergencies.
Q: What should I do if I suspect carbon monoxide?
A: Evacuate the building of all people and pets immediately.
- Open doors and windows, if you can do so safely on the way out.
- Call our 24-hour emergency line at 1-866-222-2068, or call 911.
- Visit Carbon Monoxide for more information on symptoms.
Q: What should I do if my natural gas appliances are not working?
A: Determine if a single appliance or all natural gas appliances on your premise are not working.
- If it is a single appliance, contact your local gas fitter/plumber to investigate the issue.
- If all appliances are not working, call our 24-hour emergency line at 1-866-222-2068.
Q: How do I light my furnace, hot water tank or other gas appliances?
A: Visit Relight your appliances for more information.
Q: Will Apex Utilities come out and inspect or provide maintenance for my furnace, hot water tank, or other gas appliances?
A: We do not inspect or repair gas appliances. Please contact a plumbing or heating company in your area.
Q: How do I apply for an advertised position with Apex Utilities?
A: It’s simple! If you are new to the Apex Utilities job application process, find the position and location you are interested in and follow the prompts. If you are a returning applicant, welcome back! Just sign in using your username and password and follow the prompts.
Q: Do I have to apply online or can I hand deliver my resume?
A: All resumes are to be submitted via the online application system on our Careers page.
Q: Now that I’ve applied, who can I contact to make sure you have my application?
A: A system generated email is sent to you once you have submitted your application through the online system. This lets you know we have your application. Due to the high volume of applicants, we are unable to contact everyone in person to let them know their application has been received. At any time, you can log in to your profile to review your application(s).
Q: What are the next steps in my application?
A: All applications are received and reviewed by Human Resources who will then forward applicable resumes to the respective hiring manager. However, only those selected for an interview will be contacted.
Q: Can I apply for more than one position at a time?
A: At Apex Utilities, we encourage interested candidates to apply for any and all positions matching their skillset and experience.
Q: How can I check the status of my application?
A: All job postings and their statuses are outlined on our career page to keep you up to date on your application.
Q: How can I see if a job has been filled?
A: In general, jobs that appear on this site are open and active. If you don’t find a position that was previously shown on the site, then it is filled or is no longer available.
Q: What can I expect from the interview process?
A: The interview process is one of our best opportunities to get to know you, and for you to get to know us and our business. In most cases, candidates will meet with an interview panel consisting of a Human Resources representative, the hiring manager, and a subject matter expert.
You’ll be asked questions about your academic achievements, qualifications, and work experiences, and you’ll have a chance to ask some questions of us. It will be most helpful for you to know about Apex Utilities. You should also have a good sense of what value you think you may bring to our business and be prepared to offer examples of your past achievements or successes.
Technical Issues
Q: Help! I am having trouble applying.
A: For more information, please refer to the How To Apply Guide for step-by-step instructions on how to apply.
Q: I am having issues with my password.
A: Click here and follow the prompts to reset your password.
Q: Why have Apex and Boyle decided to pursue this sale?
A: Apex is a rural Alberta utility – it’s the core of Apex’s expertise. We have a network of people across the province who can provide safe, reliable, responsible natural gas distribution services. Residents of Boyle can count on us to keep them warm.
The Village of Boyle has decided that it makes sense for a company with strong expertise and a network of rural Albertan resources to own and maintain Boyle’s natural gas distribution system, rather than the Village itself. This means Boyle citizens can enjoy the same service, with more choices, and without the Village having to do the complex and specialized work of maintaining natural gas infrastructure. The Village of Boyle also won’t have to worry about steep intermittent costs to maintain their infrastructure as it ages – costs Apex can better cover because of our economies of scale serving multiple rural communities.
Q: Where are we at in the sale process?
A: The Alberta Utilities Commission (AUC) has approved the integration of Boyle into the Apex system, and the Village has removed all conditions on the sale agreement. Both parties agreed on a September 1st transition date.
Q: What does this change mean for me as a resident/customer in Boyle?
A: In terms of day-to-day service, nothing will change for Boyle residents who use natural gas service. Your gas utility service will be uninterrupted.
As of September 1st, Apex will officially become the gas distributor for the Village of Boyle, which means we will manage and maintain the pipes and meters that provide gas to residents’ homes. If you have any emergencies or service requests related to your gas service – you’ll call us at Apex instead of the Village of Boyle.
As an Apex customer, you will enjoy the benefits of our natural gas delivery service, which includes the option to choose where you purchase your natural gas – either directly from Apex or various retailers. Learn more about your options from the Utilities Consumer Advocate at https://ucahelps.alberta.ca/retailers.aspx.
During the month of September, residents of Boyle will receive two natural gas bills – one finalizing your account with the Village of Boyle for August and your first bill from Apex Utilities for the first part of September.
If you were on pre-authorized payment with the Village of Boyle, this will not transfer to your new natural gas account with Apex Utilities, please see below on how get signed up using our Customer Advantage on-line self-serve portal.
Q: I’m a resident of Boyle who uses natural gas service. Will my bill go up?
A: Yes, you will notice your distribution costs will go up. The distribution fees on your bill include the cost of upgrading and maintaining the pipes, stations, and meters that provide gas to your home and community.
Part of the reason our rates are higher is to ensure we can update and replace the gas distribution system when it reaches its end of life. As a rural utility with a lot of expertise in system upgrades, we’ll be able to do this work to the highest standards and with expertise from across the province.
Your bill has two parts: the cost of delivering the gas to you and the cost of the gas itself. For your gas costs, you currently only have one option, which is to purchase your gas through the Village of Boyle. However, with Apex, you will have the option to choose where you buy your natural gas. Learn more about your options from the Utilities Consumer Advocate at https://ucahelps.alberta.ca/retailers.aspx.
The bottom line is that your overall bill is your distribution cost + gas cost. Your distribution costs will likely go up slightly with Apex, but your gas costs will be more within your control.
Q: Will my service be interrupted?
A: The same infrastructure will continue supporting your natural gas utilities – it will just have a different owner.
Q: What are the benefits of this change?
A: An Apex-owned system means residents have more choice. Residents of Boyle will now have the option to choose whom they purchase their natural gas from. With Apex, Boyle residents can have control over where they buy their gas and can choose to lock in rates, switch providers, and bundle utilities if they choose.
The Village of Boyle will now have two natural gas supply feeds into the Village. This will increase reliability and reduce the already low risk of gas outages in the future.
Apex also has a large rural-focused team that can provide great service to the Boyle community, and we already serve many communities in the area. This means it’s both cost-effective to provide service to Boyle and that the Apex team understands the Boyle community and the realities of living and working in rural Alberta.
Customers can take advantage of Apex’s self-serve portal, called Customer Advantage. Sign up for paperless billing and pre-authorized payments, view bills, and make changes to your account online.
Q: How do I sign up for Customer Advantage self-serve portal?
A: With Customer Advantage, you have many self-serve options like signing up for paperless billing, checking your bills and usage online, updating your account information, paying your bill, and setting up pre-authorized payments.
Signing up for Customer Advantage is easy and fast.
- Visit myaccount.apexutilities.ca and click “Sign up for Customer Advantage”.
- Complete the Account Registration form. You will need your Apex account number from your bill.
- With your new User ID and password, log into Customer Advantage.
Q: How do I set up pre-authorized payments?
A: To register for pre-authorized payments, log in to Customer Advantage and select “Pre-Authorized Payment” under the “Payments” menu.
Q: Where do I go for more information?
A: Contact us at 1-866-222-2067 or Contact Us.
Q: What is a Franchise Fee and why am I paying this fee?
A: A franchise fee is part of the agreement allowing Apex to provide natural gas service to your community and is approved by the Alberta Utilities Commission (AUC). This fee is also called Rider A on the AUC website.
The agreement grants Apex access to municipal right of ways for our distribution pipe within the community we serve enabling us to safely deliver natural gas to the community. As part of the initial Franchise Fee Agreement between Apex and Village of Boyle, Village Council set the franchise fee at 20% of Apex’s gas distribution delivery tariff.
The franchise fee is calculated on the sum of distribution related charges in the current billing period: Fixed Charge, Delivery Charge, and Third-Party Transportation.