FortisAlberta FAQ

What is the Customer Flex pilot?

• Customer Flex is a one-year pilot exploring how Wi-Fi-connected thermostats can help manage electricity use during periods of high demand. Customers who already own an eligible Wi-Fi-connected thermostat can choose to participate. Participants opt for brief adjustments of no more than 2 °C during periods of high electricity demand.

• Adjustments are limited to 2°C or less and last no more than 4 hours. Events can take place from 6 a.m. to noon and 4 to 9 pm, and last up to four hours. There is a maximum of 80 event hours in each half of the 12-month pilot (160 hours total).

Am I eligible to enroll in the program?

• Single-family residence or business customers in parts of FortisAlberta’s service area with central air conditioning and/or a heat pump, along with an eligible Wi-Fi-connected thermostat, may be eligible to participate. Enrollment is subject to verification.

• Please note that once your enrollment is verified, you will receive a welcome email. The pilot is first-come, first-served.

What do I get once I’m successfully enrolled?

Participants will receive a one-time $50 virtual prepaid Mastercard® (limit one per device) after successfully enrolling in the program.

When will I get my enrollment reward?

Your Prepaid Mastercard will be sent to the email address associated with your thermostat registration within 60 days of acceptance into the program.

How do I earn additional participation rewards?

Customers will receive payments based on the extent of their participation. Participants can earn up to $120 per device based on event participation (subject to the pilot’s terms and conditions).

If I replace my thermostat, can I get another $50 reward?

No, since you have already received an enrollment reward, you will not receive an additional one. However, you’ll still be eligible for up to $120 (subject to the pilot’s terms and conditions).

Which thermostats qualify for the program?

Where can I find the Terms and Conditions for the program?

How do I sign up for the Customer Flex program?

• Customers can choose to enroll an eligible device through the pilot’s enrollment page or directly using their existing device and account. If you already have an eligible Wi-Fi-connected thermostat, you may be invited to learn more about a voluntary pilot through your device’s app.
• If you already have a qualifying thermostat, select your brand from the list of eligible models and click “Enroll Now.” You’ll be directed to a short enrollment form.
• Once your eligibility is confirmed, you will receive verification of your enrollment status via the email address linked to your thermostat account.

How will I know a temperature adjustment is in progress?

Participants receive advance notice through their device app and/or email, depending on the device manufacturer and program settings.

What happens during an event?

• Eligible devices of participants adjust automatically during a period of high energy use. Adjustments are limited to 4°C or less and last no more than 4 hours. Events can take place from 6 a.m. to noon and 4 to 9 pm, and last up to four hours.

• Device operation will resume according to your preferred settings automatically after each event.

• Customers can override any event at any time using their device or corresponding smartphone app. Sometimes, your thermostat may pre-cool or pre-heat your home before an event starts to help you stay comfortable.

Will these adjustments affect my comfort?

Adjustments are brief and designed to minimize impact on comfort. Customers can override any temperature adjustment at any time using their device or corresponding smartphone app.

Can I opt out of an event?

Yes, customers can opt-out of any event at any time by changing the temperature setting on their device or using the opt-out option in their corresponding smartphone app.

What if I want to leave the program?

Who can I contact with questions?

• Participants can reach out to EnergyHub (customerflex@energyhub.com) with questions related to enrollment, participation and rewards.

• Device-specific questions (setup, connectivity, performance etc.) are handled by your thermostat device manufacturer.

• Questions about FortisAlberta’s broader Innovation Pilots program can be directed toinnovation@fortisalberta.com.