Emergencies and Customer Care: 1-800-994-2762

Payment Options

Pre-Authorized Payment Plan

Sign up and your monthly natural gas bill will be deducted automatically from your account at your financial institution. 

Equalized Payment Plan

Spread out your heating costs over the entire year so you pay the same amount each month.

You can pay your bill through your Financial Institution in one of the following ways:

  • At your local branch
  • Automated Banking Machine *
  • Online Banking *
  • Telephone Banking *

* You will need to add Liberty Utilities as a payee. Consult your bill for your account number.

You can pay in directly (by cheque, cash or debit):

Liberty Utilities 
440 Wilsey Rd, Suite 101
Fredericton, NB
E3B 7G5

For more information:

If you have  questions about your bill, please contact  us at 1-800-994-2762 and a trusted Customer Service Representative will be happy to help you. 

Equalized Payment Plan

Home heating costs can not be put on your cash flow. An Equalized Payment Plan lets you spread out your natural gas costs over the entire year so you pay the same amount each month.

Starting the Plan

Eligible customers may request and start the Equalized Payment Plan at any time during the year. Register TODAY for an Equalized Payment Plan using this online form or by calling 1-800-994-2762.

Eligibility for Approval

  • New and existing residential customers who purchase their natural gas supply from Liberty Utilites or a gas marketer whose customers' commodity charges appear on the monthly Liberty Utilities bill.
  • Existing customers must demonstrate good payment history and have no outstanding arrears older than 30 days. 

Eligible Charges:

  • Monthly customer charge
  • Distribution charges
  • Commodity charges (includes those who use Liberty Utility Gas (LUG) or a non-LUG gas marketer whose customers’ commodity charges appear on the monthly Liberty Utilities bill)
  • Related taxes

Charges Not Eligible:

Heating Protection Plan charges, one-time charges (by Liberty Utilities and other vendors), finance plans, late payment penalties, jobbing contracts, and the related taxes, are not included in the equalized payment amounts. They are added to the bill for the month in which these charges apply.

Payment Amount Calculation

The equalized payment amount is calculated by multiplying the customer’s average monthly use in the preceding year by the current eligible charges when the payment amount is established. If a full year of history is not available, Liberty Utilities estimates use and establishes payment amounts.

Monitor the Equalized Payment Plan Information on your Bill

You should monitor the Equalized Payment Plan information (actual gas charges billed to date versus Equalized Payment Plan installments billed to date) included on your monthly bill. While Liberty Utilities tries to have your plan amount closely reflect your annual gas charges, changes in the volume of natural gas you use or a change in the price of your natural gas contract with your gas marketer can lead to significant variances at the end of the year.

If natural gas prices change significantly throughout the year or the weather is much colder than anticipated (which means your furnace will use more gas to heat your home), a review and payment adjustment may be conducted to help avoid significant variances.

If you are concerned that your Equalized Payment Plan may have a significant variance, which could lead to a large year-end adjustment, please contact us at 1-800-994-2762 to discuss your plan and any necessary adjustments. Some potential reasons for a year-end variance on your Plan could include:

  • It’s the first full year on the Equalized Payment Plan in your current residence. You patterns of natural gas use were not yet determined at the time that the plan amount was established.
  • Meter readings at the time that the plan amount was established were based on several estimated readings.
  • A change in your natural gas commodity price or a switch in commodity supplier. The plan amount is based on the annual natural gas charges from the previous year. Any changes mid-year or during the current year may not be reflected in the monthly payment.
  • Lifestyle changes in your home have impacted your annual natural gas use. For example, a new baby in the household, an illness or retirement may all result in increased gas use.
  • Additional natural gas appliances such as a range, water heater, fireplace or pool heater have been added to the annual volume of gas use.

Reviews

Accounts are reviewed every 6 months. If it is estimated that the annual equalized payment amount will be less than or greater than 10% of the annual actual gas charges, the customer’s equalized payment amount will be adjusted. Should any adjustments be required, Liberty Utilities will modify the equalized payment amount on the following month’s bill. Customers will be advised of this change through an on-bill message.

Every 12 months, the equalized payment will be revised to reflect the most recent annual charges and recent additions to customer rates.

Renewal

Customers will be rehashed in the Equalized Payment Plan, unless requested otherwise later this month.

Removal from Plan

With an unsatisfactory payment at any time, at Liberty Utilities sole discretion, from the Equalized Payment Plan. If an account is in arrears for a period greater than two years, the billing cycles are removed from the plan and any outstanding credits will be applied to the next bill. To re-apply, the account must be in good condition for a period of 12 months.

Pre-Authorized Payment Plan

Save Time and Money

  • No more cheques to write
  • No waiting in line to pay your bill
  • No postage costs
  • No late penalties
  • If you're busy, ill or away

How the Plan Works

Sign up and your monthly natural gas bill will be deducted automatically from your account at your financial institution. You will continue to receive a monthly natural gas bill, which will reflect your costs.

How to join

A chequing / savings account in Canadian funds at a canadian bank, trust company, credit union, or other financial institution must be used for the plan.

Complete the Pre-Authorized Payment Plan Form

Attach an unsigned check marked "void" to the completed form and return to:

Liberty Utilities 
Customer Care Department
440 Wilsey Road, Suite 101
Fredericton, NB E3B 7G5

Fax to: 1-506-457-7753

Email to: CustomerCareNB@libertyutilities.com

This Plan is Optional

You may get at any time, provided you give our Billing Department advance notice of 10 business days. For more information please contact our Customer Care Department at 1-800-994-2762.

Online Billing

How do I access my Liberty Utilities bills online?

You can register for My AccountLiberty Utilities online billing service to see your latest and historical Liberty Utilities bills, your information, sign-up for paperless e-billing and more.

Access to My Account is available from the homepage and is also available at the Liberty Utilities website.

You can access your paperless bills from any computer with an internet connection and a web browser that supports 128-bit encryption.

You will receive a monthly e-mail as soon as possible. It will also include information about your current bill and the payment date.

What information do I need to order to register for My Account?

In order to register for My Account to view your billing information online, you must first create your online profile. Then you will link your Liberty Utilities account (s) to your online profile. Liberty Utilities will be responsible for your bill.

How do I sign up for paperless billing?

With paperless billing, you could easily receive a monthly email notification that your bill is ready to be viewed online, rather than a physical paper copy of the bill through the mail.

How to sign-up for paperless billing:
1.  Login to My Account.
Not registered? Click here>>
2.  Go to “Manage My Account(s)”
3.  On the right, under “e-Billing”, click on “No” to change it to “Yes”

Going paperless is a win for the environment because we will reduce the amount of paper bills we need to produce and it’s a win for Liberty Utilities because we will reduce operating costs for every customer that makes the switch! So sign-up today!

How will my information be used?

At Liberty Utilities, we are committed to providing excellent service and to ensuring that our relationship with you is conducted with integrity in a responsible, fair, honest and ethical manner. Consistent with these objectives we maintain high standards of confidentiality with respect to the personal information in our possession.

The use of any personal information appearing on your customer account must adhere to Liberty Utilities Privacy Policy. Please see our privacy policy for more information.

What if I have more than one Liberty Utility account? (example: rental property)

You may add more than one Liberty Utilities account number to your online profile and view all account balances and information in one place. Individual monthly email notifications will be sent to the email address on your My Account online profile.

How do I receive my bill in French?

To receive your bills in French (posted online or by mail), go to “Add/Remove Account” after signing in. Under “Language,” click on “English” or “French” to change the language that your bill is printed/posted in going forward. (It does not change the language of all historical bills.) To inquire or make other changes to your account, please contact us at 1-800-994-2762 (Monday - Friday, 8:00 am - 5:00 pm) or send us an email.

What if I forget my username and/or password?

If you forget your username and/or password for My Account, click the “Forgot your Username or Password?” link on the My Account sign-in page. You will then be asked to enter the email address associated with your My Account online profile when you signed up. Once you’ve entered your email address, you will receive an email with your username and a link that will prompt you to reset your password.

If you also forget the email address associated with your My Account online profile, please contact us at 1-800-994-2762 (Monday – Friday, 8:00 am - 5:00 pm) or send us an email for assistance.

Can more than one person set up a My Account profile to view the same account(s)? (example: husband and wife)

Yes, more than one person can set up My Account online profiles to view the same accounts. You can each register for My Account to see your latest and historical Liberty Utilities bills, monitor your gas consumption, view your account information, sign-up for paperless e-billing and more.

Each of you must first create your online profiles. Then you will each link your Liberty Utilities account(s) to your online profiles. You will each need the account number located on your Liberty Utilities bill and the primary phone number associated with the account.

You will each receive a monthly email from us letting you know that your bill is ready to be viewed online. The email will also contain useful information including the balance of your current bill and the payment due date.

Changes made to a Liberty Utilities account through one profile will be reflected in all profiles that link to the account online, including the language preference and the paperless billing option. If there is a discrepancy or you have questions, please contact us at 1-800-994-2762 (Monday – Friday, 8:00 am - 5:00 pm) or send us an email for assistance.

How do I see bills older than the past 13 months?

To receive historical bills older than the past 13 months, or to inquire on or make changes to your account, please contact us at 1-800-994-2762 (Monday – Friday, 8:00 am - 5:00 pm) or send us an email for assistance.

What if I am having technical difficulties with myAccount?

If you are having problems with your myAccount (e.g. logging in, registering or viewing your bill) you can contact us at 1-800-994-2762 (Monday – Friday, 8:00 am - 5:00 pm) or send us an email for assistance.

How do I change my billing information (e.g. address, phone number, etc.)?

To inquire on and make changes to your billing account, including your address and phone number, please contact us at 1-800-994-2762 (Monday – Friday, 8:00 am - 5:00 pm) or send us an email for assistance.

What are my payment options? Am I able to pay my bill within My Account?

There are a number of convenient options for your Liberty Utlities bill, such as the pre-authorized payment plan and online banking through your financial institution. My Account is not available. Click here for a list of all payment options >>

Why can not I see my Finance Plan balance?

We are working on making Finance Plan balance available on My Account, but this is not currently available. In the meantime, you can check your balance by contacting us at 1-800-994-2762 (Monday - Friday, 8:00 am - 5:00 pm) or sending us an email.