Customer Dialogue

The Customer Dialogue process provides a forum for information exchange with our customers. Through Customer Dialogue, we seek input on future services, policies, capital spending, and rate design.


Customer participation in the Dialogue process occurs through invitation from TransGas. The following factors are the considered when selecting participants:

  • Representation of all major customer sectors
  • The ability to have participant continuity from one meeting to the next
  • Small working groups that allow for active discussion and participant involvement
  • Number of participants (varies over time, but generally 15 to 20)

TransGas employees and leadership facilitate the discussion at Customer Dialogue meetings. Additional company representatives are also asked to attend to discuss items specific to their areas of expertise.

The expectation is that all TransGas and customer participants attend each of the meetings to ensure discussion continuity. This also allows for a balance of customer views at the meetings. If a participant is unable to attend a meeting, the participant or TransGas will try to adjust the participant list so objectives are met.

Nature of Discussions 

TransGas uses the Customer Dialogue Process as an input to its decision-making process. While it is not guaranteed that requests or suggestions will be implemented or provided, everything participants bring forward will be heard and considered.

The intent of the meetings is to have a free and open discussion about a wide array of topics ranging from services and policies to financial results and rates. As a result, Customer Dialogue meetings are confidential and members are expected to maintain the confidentiality of the discussions, materials, and minutes. 

Information Circulation

TransGas handles the circulation of meeting information. Participants receive meeting minutes that outline the information discussed at the meeting. A copy of the meeting minutes, and any material from the meeting, is also provided to any participants that were unable to attend.

TransGas also provides general information from Customer Dialogue to all customers, including summaries of any discussion results. 

A list of Customer Dialogue participants is available to all TransGas customers. If any customers contact a participant, the participant is free to share information about the Dialogue process and discussion, keeping the nature of the discussion agreed to in mind. 

Agenda Items 

Specific issues for discussion fall into four general categories:

  • Policy issues
  • New service issues
  • Capital spending issues
  • Rate issues

Issues can be raised by TransGas or customer participants and will be placed on the discussion lists by general agreement.

There is room on the agenda for items that do not fall under the categories above, or items that fall within more than one category. The agenda also has room for participants to provide a presentation on a topic, even if there is no associated issue. 

TransGas prioritizes the discussion items at each meeting with input from customer participants. We then distribute meeting agendas to all participants before each meeting.

Customer Dialogue Participants

BP Canada Energy Group ULC Mosaic Canada ULC
Campus Energy Nutrien
Canadian Natural Resources Ltd. Ridgeback Resources
Co-op Refinery Complex Saskatchewan Power Corporation
Crescent Point Resources Partnership SaskEnergy
France Financial Consulting Steel Reef Infrastructure Corp.
Husky Oil Ltd. Vermilion Energy Inc.
K+S Potash Canada General Partnership White Cap Resources
Meadow Lake Mechanical Pulp Inc. Yara Belle Plaine Inc.