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COVID-19 Support for Our Customers

In March 2020, the Utility Payment Deferral Program was set up to help Albertans experiencing financial hardship as a result of the COVID-19 global pandemic. Through this government-backed program, any residential, farm or small business customer who was unable to pay their utility bill was able to postpone payments until June 18, 2020, without late charges or other penalties

What happens after June 18?

After the Utility Payment Deferral Program ends on June 18, 2020, customers will be required to pay any deferred payments as well as restart paying their current monthly charges.

We understand that for many Albertans, making bill payments is particularly challenging right now. That's why we have created a long-term repayment plan for customers registered in the Utility Payment Deferral Program. Anyone who deferred a payment will be automatically placed on a payment plan of 10 equal monthly installments.

If you are registered for the Utility Payment Deferral Program, starting in July your bills will include:

  • Your current monthly energy charges
  • The total balance you deferred between March 18 to June 18, 2020, plus any previous unpaid balance
  • Your monthly deferral payment installment amount

How do I know if I am registered for the Utility Payment Deferral Program?

You are registered in the Utility Payment Deferral Program if you contacted us with a request to sign up for the program. You may also have been automatically enrolled by us if you missed a payment that was due between March 18 and June 18, 2020.

Will I be charged late fees or interest for having deferred a payment?

No, you have not been charged late payment fees or interest for any payments missed between March 18 and June 18, 2020.

However, missed payments after June 18, 2020 will be subject to regular late payment fees, and can result in no longer being eligible for the repayment plan, so we encourage customers to make their bill payments on time.

What if I can't pay my next bill?

In order to remain eligible for the payment plan, and to avoid late payment fees and collection action, it is important that you pay both your current energy charges and your monthly deferral amount by the Late Payment Date stated on your bill each month.

Our customer service team understands the financial pressures of these unprecedented times and are here to help if you would like to discuss alternate payment arrangements. Please be sure to contact our team before your bill is due to discuss options.

Contact our Customer Care Team.

Additional Resources

Financial Support - If you're experiencing financial difficulty, financial assistance may be available. This page provides a list of agencies that can help.

Frequently Asked Questions - Visit our Frequently Asked Questions page for questions on billing, our services, and more.

Customer Support - This page serves as the hub for all of our customer care resources. You'll find a comprehensive collection of links to assist you with your customer support needs.

For additional information about COVID-19, please visit the AHS website.

Information during this time is more critical than ever. We will continue to monitor all aspects of COVID-19 closely and will keep this website updated with the information you need.

Thank you for your patience and for being a Direct Energy customer. We’re all in this together.