Last updated: May 8, 2020

Thank you to residents and business owners whose utility service was impacted by the flood for your patience. We have completed repairs to our damaged infrastructure in the area which means that regular electricity and natural gas service to customers has been restored in all areas where it has been deemed safe to do so. 

Our top priority is ensuring the safety of our employees, the community and the public as we continue to support restoration efforts in the community.

Natural Gas Restoration: 

Enter your street address into our Google map version of the area to determine if your property inside the flood zone and requires an inspection prior to re-connection. Ensure your Google map setting is set to default. (Tip: do this by going into Google maps, clicking on the two squares on the top right corner of the map and selecting 'default'.) 

Natural gas system has been restored in all areas as of May 8. 

Customers outside the flood zone (did not have damage to their property):

Our service technicians have visited properties where the meter and valve were accessible to do a final safety check and turn on your natural gas service. We've left a notice to let you know it is safe to relight your natural gas appliances. 

Wherever possible, want to avoid entering properties to relight appliances to minimize risk of COVID-19 exposure to customers and to our employees.

If you are comfortable relighting your appliances, please do so. We have tutorial videos to guide you in this process.

If you need assistance, call our Customer Assistance Centre at 310-5678 (Mon - Fri 7 a.m. to 7 p.m.) or 1-800-511-3447 (evenings & weekends) to request support.

• Where possible, we will be using a video support service called ICWhatUC that allows one of our technicians to see your appliances through your smartphone in real time and guide you through the process.  To learn more about how ICWhatUC works, watch our video.
• If you're unable to relight your appliances, or need extra help, our Customer Assistance Centre will make arrangements to send a service technician to visit your home.

Customers inside the flood zone, (who may have had water damage to their property):

Natural gas is available in your area but the natural gas valve cannot be turned on until we receive confirmation that it's safe to do so. Please do not reopen the valve yourself. 

You will need to arrange for a ticketed gasfitter to certify that your appliances are safe to operate prior to contacting us for a re-connect. It is likely that gas appliances (e.g. furnace, water heater, gas stove, gas dryer, etc.) that were submerged or subjected to water damage during the flood will need to be serviced or replaced before natural gas service can be restored to your property. 

Have your gasfitter complete the Service Completion Notification form and scan or photograph and send it to hotline@atcogas.com. Once that has been done, call us at 310-5678 (Mon-Fri 7 a.m. to 7 p.m.) or 1-800-511-3447 (after hours and weekends) to arrange a re-connect.

Note: Any ticketed gasfitter can perform the inspection to determine whether it is safe for ATCO to re-connect gas service to a property. If the gasfitter determines your system needs repairs, you will need to arrange for the appropriate RMWB permits and repair your system prior to re-connection by ATCO Gas. If the gasfitter determines your system is safe to re-connect they will need to complete the Service Completion Notification form.

Electricity Re-Energization

If you did not have water damage to your property, call Pulse at 780-743-7000.

To see if your area has power, check the Electricity Outage Map for general area information or download the My ATCO Electricity App to get specific updates on the status of power to your home or business location.  

Electricity FAQs:

How do I know if my electricity was out during the evacuation? 

If your electricity was on when you returned home, it wasn’t affected by the flood. If you are not yet home, check the Electricity Outage Map for general area information or download the My ATCO Electricity App to get specific updates on the status of power to your home or business location.  

My property had water damage. How do I get my electricity re-connected?

If you received water damage to your property, contact a licensed contractor or ticketed electrician to assess and repair your electrical system. Once the system is repaired and permits are in place, the contractor or electrician will request an RMWB Safety Codes inspection.

Once your electrical system has passed inspection, ATCO Electric will be contacted to re-energize your home.

Why do I need an electrical inspection prior to restoring electricity?

The inspection is required by local authorities to ensure the flood didn’t damage or compromise the safety and integrity of the electrical system in your home. We are working closely with the regional Safety Codes team to re-connect residents quickly once your property has passed the inspection.

Natural Gas FAQs:

When will natural gas service be restored?

Natural gas has been restored to all affected areas.

I'm outside the flood zone and I still don't have gas. What do I do? 
 

It’s possible we were unable to access your meter and valve when our crew was in your neighbourhood in which case you’ll need to call us to arrange for us to revisit your property. Alternatively, gas may be flowing to your property and your appliances need to be relit. If you are unsure, you can contact our Customer Assistance Centre at 310-5678 to verify.

How do I get my appliances relit?  

Wherever possible, want to avoid entering properties to relight appliances to minimize risk of COVID-19 exposure to customers and to our employees.

If you are comfortable relighting your appliances, please do so. Our tutorial videos will guide you in this process.

If you would like assistance, we will be using a video support service called ICWhatUC that allows one of our technicians to see your appliances through your smartphone in real time and guide you through the process. Call our Customer Assistance Centre at 310-5678 (Mon-Fri 7 a.m. to 7 p.m.) or 1-800-511-3447 (evenings and weekends) to request support. To learn more about how ICWhatUC works, watch our video.
 

How do I get service if I'm inside the flood zone? 
 

You will need to arrange for a ticketed gasfitter to certify that your appliances are safe to operate prior to contacting us for a re-connect. It is likely that gas appliances (e.g. furnace, water heater, gas stove, gas dryer, etc.) that were submerged or subjected to water damage during the flood will need to be serviced or replaced before natural gas service can be restored to your property.

Have your gasfitter complete the Service Completion Notification form and scan or photograph and send it to hotline@atcogas.com. Once that has been done, call us at 310-5678 (Mon-Fri 7 a.m. to 7 p.m.) or 1-800-511-3447 (after hours and weekends) to arrange a re-connect.