Whether you’re an existing customer or thinking of becoming one, these basic FAQs can help.
- What does TransAlta do?
- How do I set up my new account?
- How does billing and payment work?
- Who can I contact for more information?
What does TransAlta do?
TransAlta owns, operates and develops a diverse fleet of over 76 electrical power generation assets in Canada, the United States and Australia. We provide municipalities, medium and large industries, businesses and utility customers with clean, affordable, energy-efficient and reliable power.
TransAlta is one of the largest Commercial & Industrial retailers in the province, serving both electricity and natural gas sites. Our experienced team is looking forward to working with you and building our relationship.
With TransAlta, you’re buying much more than energy. You’re buying professional energy management and will benefit from:
- Active and ongoing oversight of your organization’s energy use
- Carefully considered recommendations that are in your best interest today and tomorrow
- Direct access to the wholesale electricity and natural gas markets
- Account management and access to reporting for your business
How do I set up my new account?
Before your first invoice, you will receive access to our customer portal. Within the portal you can access the following services:
- Electronic billing via PDF copy of your current monthly invoice – emailed to you or a distribution list that you provide
- Access to web reports covering usage, costs and historical invoices through our online customer portal
- A training session covering the customer portal and its available reports and functions
- A first invoice review, including detailed descriptions of the line items on your invoice
- A variety of payment options
- Custom account reporting available upon request, such as an upload file for your accounting system
How does billing and payment work?
Email setup:
- Please mark no-reply@myaccount.transalta.com as a safe sender
- Between the 16 – 18th of the month, check your junk/spam folder(s) for eBill messages in case they’ve been misfiled
- Check with your internal IT support if you still have not received an invoice from us by the 18th of the month following Contract Start Date
- Contact us at customers@transalta.com to verify eBill email address and contact information
Making a payment:
You can use any of these methods to make a payment:
- Pre-authorized payment (PAP): Please complete the Pre-Authorized Debit (PAD) form and return to customers@transalta.com. If we receive this request back before the last day of the month, we can have this set up for your first Invoice.
- Electronic funds transfer (EFT/wire): Please contact us for TransAlta’s banking information. Note: we require an email to ci_accounting@transalta.com or fax to 1-888-316-0068 that an EFT transaction has been submitted for each payment made.
- Mail: Mail a cheque to the box number noted on your invoice. Cheques sent via mail are delivered by Canada Post to the Royal Bank of Canada Lock Box and it is the customers responsibility to allow for delivery and processing time.
- APA: Make a counter payment at your bank. Most financial institutions accept our invoices as payable items.
- Telephone or online payments: Tele-pay through your bank, or log in in to your online banking portal and select or add TransAlta Energy Marketing as a payee from the available payees in your banking system.
Who can I contact for more information?
For any questions regarding your new or current contract, billing or changes to your account, please reach out to our customer team at:
Phone: 1-877-700-9288
Fax: 1-888-316-0068
Email: customers@transalta.com
You can also ask your new or current Account Manager. They will be able to reach the appropriate group to answer your questions.
We look forward to working with you and your business!
