Click here for Utility Deferral Program information and other helpful COVID-19 resources.

COVID-19 Support for Our Customers

Our call centres are working hard to answer your questions, so you'll likely experience longer wait times or be directed to voicemail. In the meantime, you've come to the right place.

We know this is a stressful time. We are committed to ensuring that you have access to the services and support you need, no matter how extreme the circumstance. If you have questions about managing your account during COVID-19, we encourage you to look at the topics below for helpful information:

Utility Deferral Program

We are proudly working with the provincial government to help Albertans experiencing financial hardship. Any residential, farm or small business customer who is unable to pay their utility bill as a direct result of the COVID-19 health crisis can postpone their payments until June 18, 2020.

Below are some answers to your questions about the program:

How does the Utility Deferral Program work?

If you are a residential, farm or small commercial customer you automatically qualify for the program and you can postpone making payments on your account without penalty up to June 18, 2020. Once registered you will not be disconnected for non-payment and you will not be charged late payment fees.

Please note that you will need to pay your deferred (postponed) bills after the program ends on June 18, 2020. If there are any changes to the program, we will keep you informed on this website.

How do I enroll in the Utility Deferral Program?

Online registration for the program will be available by April 1, 2020. This will be the fastest and easiest way to register.

To do so you will need to log into your Online Account Manager.

If you haven't set up your online account yet, now is a great time to get set up, and you can do so here.

If you have an immediate need to register, you can email us at DEES_inquiries@directenergy.com or call us at 1-866-374-6299 and leave a voicemail. It may take a little while to hear back from us. We appreciate your patience as our agents are working hard to assist our customers in this difficult time.

When you send us an email or leave a voicemail, please remember to include:

  • your full name
  • account number (the number from your bill that starts with 78)
  • the telephone number associated with your account
  • please indicate that you would like to enroll in the Utility Deferral Program.

Will I receive confirmation that I am on the Utility Deferral Program?

If you register through your Online Account after April 1, the system will confirm your registration.

If you register through email or phone, you will receive an email or phone call from one of our customer service agents to confirm your registration.

We will provide confirmation as quickly as possible. Please rest assured that you will not be charged late payment penalties or be disconnected while awaiting confirmation of your registration.

Will I continue to receive a bill?

Yes, you will continue to receive your bills as you normally would. Please note that late payment fees will not be charged.

 What happens after June 18, 2020?

It is important to note that under the Utility Deferral Program you will still need to pay your balance at the end of the program. We suggest that you continue to make the payments you can between now and June 18, 2020 in order to keep your outstanding balance to a minimum.

The Government of Alberta has created a Utility Deferral Program Fact Sheet with additional details that you may find helpful. To access it, click here.

Using or Setting-Up Online Account Services

Our online account services portal provides the fastest and easiest way to manage your account. You can:

  • Register for the Utility Deferral Program (available by April 1, 2020)
  • Start or stop a Reoccurring Payment Plan (automatic payments)
  • Review your bill and make payments
  • Move your services
  • Update contact information so that we can keep you informed and updated, and much more.

If you haven't set up your online account yet, you can do so here.

Managing Your Payments

We understand you may be facing many different challenges right now. With uncertain times ahead, you might be wondering whether you should make a payment on your account, and if so, how much. Even if you have registered in the Utility Deferral Program, we encourage you to pay what you can so that you do not get too far behind in your payments. We do not want you to be faced with increased hardship caused by a very large or unmanageable account balance on June 18, 2020, when the program ends.

There are several ways you can make payments:

  • Your Online Account
  • Our automated phone system at 1-866-374-6299
  • Your bank's web or telephone banking system
  • By mail to the address below:

Direct Energy 
P.O. Box 1515, Station M 
Calgary, AB T2P 4K2

 Please note we accept Visa, Mastercard and American Express.

How to Contact Us

If you’re looking to manage or make changes to your account, our Online Account Manager is always available. To login or register for your online account click here.

Please note that our call centres are working hard during this challenging time. You can still call us at 1-866-374-6299, but there will likely be a long wait time and you may be asked to leave a voice mail.

Alternatively, you can email us at DEES_inquiries@directenergy.com and we’ll respond as quickly as we can.

If you send us an email, or leave us a voice message, please remember to include your:

  • Full name
  • Account number (the number from your bill that starts with 78)
  • Telephone number associated with the account
  • Reason for your inquiry

Where to Learn More

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.