Enter Your Postal Code

* Only city, province and postal code are required

Customer Support

Payment Options

Pay your bill online, by mail, through Auto Pay, and more. We have multiple payment options, including assistance programs, to pay your bill and manage your Direct Energy account.

Auto Pay

Save on postage and cheque-writing costs, and your payments will always be on time, even when you're away when you sign up for Auto Pay. For more details about Auto Pay visit our Payment Options Page.

High Bill FAQs

Get more information about your bill and what options are available to you.

Disconnection Notice

If you received a Pending Disconnection Notice, we are here to assist you. You can pay your balance using Quick Pay or your Online Account . For further assistance, contact our Customer Care team at 1-866-374-6299.

Customer Support

Contact Us

If you have questions about your service, billing, or any other concerns, we're here to help!

For your Home

Phone
1-866-374-6299

Fax
1-866-374-6199

Postal Service
Direct Energy
P.O. Box 1515
Calgary, AB T2P 4K2

Business Energy

Commercial Electricity & Gas
1-866-867-8167
(Mon - Fri: 8:00 a.m.-6:00 p.m. MST)
Email: Sign Up

Most Frequently Asked Questions

Do you have questions? We have answers to some of your most frequent questions. If you don't find your answer here, visit our main FAQ page for additional information about your service, rewards, energy products, and more.

Why is my bill so expensive?

A typical residential customer during the month of January consumes 20 GJ per month. Extraordinary cold spells coupled with more time spent at home could typically contribute to higher usage (above the average of 20 GJ/month). You may also have been billed for more days than last month.

You can check your bill to see how many days you were billed for and compare it to the number of days you were billed for on your previous invoice. For example, if your December invoice shows you were billed for 20 days and your January bill shows you were being billed for 40 days, this could be one of the reasons your bill is higher this month.

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:

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.

Still Need Help?

This page serves as the hub for our online customer care resources. We want to ensure that you have access to all the information you might need, want, or desire as a Direct Energy customer. Therefore, we've put together a comprehensive collection of links below for your convenience.

For your Home

Sign Up Online
1-855-591-0522

Move Your Service
1-866-374-6299

Business Energy

Commercial Electricity & Gas
1-866-867-8167
(Mon - Fri: 8:00 a.m.-6:00 p.m. MST)
Email: Sign Up

For your Home

Phone
1-866-374-6299

Fax
1-866-374-6199

Postal Service
Direct Energy
P.O. Box 1515
Calgary, AB T2P 4K2

Business Energy

Current customers – White Invoices

Account Numbers Starting With 64
1-866-867-8167
(Mon - Fri, 8:00am - 6:00pm MST)

Account Numbers Starting With 80
1-866-465-1262

Current customers – Blue Invoices

Account Numbers Starting With 78
1-866-374-6299

Electricity Distributor

ATCO Electric LTD
1-800-668-5506

City of Lethbridge
1-403-320-3940

ENMAX Power Corporation
1-403-514-6100

EPCOR Distribution Inc.
1-780-412-4500

Fortis Alberta
1-866-310-9473

Municipality of Crowsnest Pass
1-403-562-2021

Town of Fort Macleod
1-403-308-0735

Town of Panoka
1-403-783-4431

Natural Gas Distributor

AltaGas Utilities Inc.
1-866-222-2068

ATCO Gas & Pipelines Ltd.
1-800-511-3447

For your Home

We've made it easy for Albertans to pay their bills. Learn about the different options that work best for you and your lifestyle.

View Your Bill Pay Options

Residential Energy, Corporate

Direct Energy
12 Greenway Plaza
Suite 250
Houston, TX 77046

Small Business Energy & Large Business Energy

Direct Energy
1001 Liberty Avenue,
12th Floor
Pittsburgh, PA 15222
1-800-830-5923

back to top