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:
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:
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.
Our online account services portal provides the fastest and easiest way to manage your account. You can:
If you haven't set up your online account yet, you can do so here.
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:
P.O. Box 1515, Station M
Calgary, AB T2P 4K2
Please note we accept Visa, Mastercard and American Express.
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:
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.