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Customer Service

Customer Service

Connecting your product to the services and markets you need

We take pride in partnering with customers to understand their needs and business drivers.

Generating value and providing outstanding service is our goal.

Our services include:

  • Conventional crude oil, condensate and natural gas liquids transportation
  • Oil sands and heavy oil pipelines
  • Crude oil hubs, terminals and storage
  • Gas gathering and processing
  • NGL fractionation, storage and logistics
Customer Service Contacts
Forms:

Rules & Regulations

Pembina's rules and regulations set out the obligations of Pembina, and the shippers and producers that use our pipeline systems. Publishing the rules and regulations on our website is how we provide effective notice to the shippers and producers using our pipeline systems. We recommend our customers review this document.

Tolls & Regulatory Filings

    Pembina's toll schedules set out the tariff rates and specifications applicable on our Conventional Pipelines and transfer fees applicable on our Oil Sands & Heavy Oil Pipelines. Each of these toll schedules is subject to the "Rules and Regulations" posted above.

    Tolls Effective June 1, 2023 The following tariffs are regulated by the Canada Energy Regulator: Other Toll Schedules Past Toll Schedules
    Pembina's terminal fee and toll schedules are applicable for the transporation of condensate at the Canadian Diluent Hub and the transportation of crude and condensate at Pembina's Peace truck terminals.  

    Tolls
    2023 Tolls: 2020 Tolls:  2017 Tolls: 

    The following tariffs are regulated by the Canada Energy Regulator:

    Canada Cochin Pipeline Tariffs: Cochin FERC and CER Tariff Policies: Cochin Index Filing (Proposed): Cochin Retention Stock Filing (Proposed):  

    Post-Construction Environmental and Native Prairie Monitoring on the Vantage Pipeline System

    Click here to view Pembina's year five report.


    Vantage Commitments Tracking Table

    On March 13, 2012, the National Energy Board (NEB) issued Certificate of Public Convenience and Necessity OC-059 (the “Certificate”) which authorizes the operation of the Vantage Pipeline. Pembina Prairie Facilities Ltd. (“Pembina”) received Leave to Enter into an Amalgamation Agreement on October 23, 2014, and on May 4, 2015, Amending Order AO-002-OC-059 (“Amending Order”) was issued, changing the name of the owner of the Vantage Pipeline to Pembina.

    For compliance with Certificate Condition 26 – Commitments Tracking Table, Pembina is required to update the status of conditions of the Certificate publically on its website. View Pembina's Completed Commitments Tracking Table; view Pembina's Ongoing Commitments Tracking Table.


    Federally Regulated Canadian Pipeline Abandonment

    Information for Canadian Landowners

    Pipelines are a safe and efficient means of transporting large quantities of crude oil and natural gas liquids over land. Canadians rely on natural gas and products made from crude oil to meet energy needs each and every day – to drive our cars, fly planes and to heat homes and businesses. Pembina owns and operates pipelines efficiently and safely.

    Beginning in 2008, the National Energy Board (NEB) initiated the Land Matters Consultation Initiative. Part of this initiative considered pipeline abandonment and a way to ensure funds are available when it’s time to retire a pipeline system. The NEB directed the companies it regulates to set aside money to use for the abandonment of NEB-regulated pipelines.
     
    Further Information on the Land Matters Consultation Initiative is on the Canada Energy Regulator's (CER) website at www.cer-rec.gc.ca.

    Setting Aside Money

    Funds are being placed into Qualifying Environmental Trusts (QETs) for the following Systems:

    1. PKM Cochin ULC's Cochin Pipeline;

    2. Pouce Coupé Pipe Line Ltd.’s Northern System; and

    3. Pouce Coupé Pipe Line Ltd.’s Pouce Coupé System.

    Letters of credit (LOC) have been created for the following Systems:

    1. Pembina Prairie Facilities Ltd.’s Vantage Pipeline System;

    2. Pouce Coupé Pipe Line Ltd.’s Northwest System;

    3. Pembina Energy Services Inc.’s Taylor to Boundary Lake System; and

    4. Veresen NGL Pipeline Inc.’s Empress Pipeline.

    Pembina filed Statements of Investment Policies and Procedures (SIPP) applicable to its trusts with the CER. The purpose of a SIPP is to outline investment guidelines, monitoring and reporting procedures in accordance with the objectives of the trust, the MH-001-2013 Reasons for Decision and the provisions in the Income Tax Act which govern Qualified Environmental Trusts.
     
    Pembina files LOC and QET Annual Reporting Forms with the CER. See links to these Forms below. 

    For more information, please contact Pembina’s Regulatory Group at [email protected]. 


    Annual Reporting Forms 

    Jet Fuel Line Western System Plateau Pipe Line Ltd. has applied to the British Columbia Utilities Commission to permanently discontinue service on the Southern Segment of the Western System, the segment which runs from Prince George to Kamloops. The Southern Segment has not transported product since September 2016. This application will not affect service on the Northern Segment of the Western System, running from Taylor to Prince George.  Matters related to the potential abandonment of the physical infrastructure of the Southern Segment including timing and method will be dealt with through other regulatory processes, including engagement with potentially affected landowners and other stakeholders, as necessary and at a later date.  If you have any questions or concerns please contact Kevin Malsbury at [email protected].