Customer Support

I can't afford this bill. Are there any other options for me?

Absolutely! Direct Energy supports our customers and offers several ways to assist with managing your balance. We offer:

• Payment Arrangements (Log in to your Online Account or call 1-866-374-6299)
• Payment Extension (Log in to your Online Account or call 1-866-374-6299)
• In the future, you might consider our Budget Billing Plan as well.

There are many helpful agencies that offer financial assistance for our customers, please visit www.directenergy.ca/alberta/financial-support.

What is Default Supply?

Some businesses require more power than others, and Direct Energy Default Supply service is specifically designed to meet the needs of high consumption customers. Customers who consume more than 250 megawatt hours of electricity annually are no longer eligible for the Regulated Rate Option (RRO) offered by Direct Energy Regulated Services, and will be enrolled into our Default Supply rate.

• Some customers who have not signed a competitive electricity contract may be automatically enrolled into Default Supply service.
• Similar to the RRO, the Default Supply rate fluctuates monthly. The Default Supply rate is based on the actual wholesale cost of electricity plus an administrative fee.
• If you have any other questions please call 1-866-465-1262
• The terms and conditions further discussing Default Supply service can be found on the Direct Energy Regulated Services website, here.

How do I tranfer my Direct Energy service to a new address?

You can transfer your existing Direct Energy service online quite easily. First, you will need to log into your Online Account Manager with your Username and Password. Once you've logged in, the "Transfer Service" link should be on the top navigation menu. When you click that link, you will be asked to provide the following information:

1. What date would you like to stop service at your old address?
2. What date would you like to start service at your new address?
3. What is your new address?

When you click the button to confirm your transfer information, you will be presented with a range of plan options and the current rates for those plans in your new service area.

If you are not able to process the transfer online, or if you do not see the "Transfer Service" link or the plan option you would prefer, please call Customer Service at 1-888-305-3828 so that a representative can assist you.