Frequently asked questions

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Have questions about your energy bill, billing cycle and bill charges?

Find answers here

Payment options

Wondering how Average Billing and Auto Pay work?

Find answers here

Online Account

Have questions about the features and functionality of your Online Account?

Find answers here

Signing up with Direct Energy

Wondering what you need to know before signing up with us?

Find answers here

Energy options

Have questions about your energy options in Alberta?

Find answers here

Lowering your bill

Is your energy bill higher than usual? Wondering how to reduce it?

Find answers here

Utility issues

Need to report a power outage or natural gas leak?


Contact your local distribution company

Paying your bill

Have questions about bill payments, credits and payment extensions?


Find answers here

Moving and service changes

Wondering how to move your Direct Energy plan with you in Alberta?


Find answers here


Wondering how micro-generation works in Alberta and how you can benefit from it?


Find answers here

Federal Carbon Tax

Have questions about the Federal Carbon Tax and Canada Carbon Rebate?

Find answers here

Most popular FAQs

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If your energy bill is higher than usual, and you're not on Average Billing, it is likely due to one or more of these reasons: 

1. Your billing period has changed.

If your bill is higher than usual, check the billing period dates for that cycle. We do our best to provide you with a consistent billing period of about 1-month. But, sometimes, there are delays in receiving consumption information from the distribution company. These delays can result in a longer billing period. 

More days in the billing period will show more consumption, increasing your energy, administration, distribution and government charges. Also, if this is a final bill or if there is a missing invoice, the billing period may be longer than usual.

2Extreme hot or cold weather

Exceptionally cold or hot periods during the year lead to more energy usage. A typical residential customer during January consumes 20 GJ per month. However, extraordinary cold spells coupled with more time spent at home could typically contribute to higher usage than that estimate.

We turn up our furnaces or air conditioning units to stay comfortable! Cold temperatures will have an impact on both electricity and natural gas bills. However, hot temperatures are likely only to impact electricity bills as the furnace doesn't run during these times.

3. Distribution charge increases

When you use more energy, not only will your energy charges increase, but your distributor charges will also increase. This increase is because transmission and distribution charges have a variable component. Therefore, the more energy you use, the higher they will be. For natural gas bills, higher usage will also result in a higher Federal Carbon Tax because the government charges it per GJ.

4Increased energy consumption

With colder weather, energy use generally increases. Your furnace must burn more natural gas to keep your home at the same temperature as on mild days. Electricity operates the furnace's fan, while electric heat and space heaters will also increase your electricity usage. Shorter days in the winter will also result in using the electric lights longer.

5Other changes that can increase energy consumption

Other changes in your home environment, like turning up the thermostat, running the AC more regularly, and adding or changing appliances (i.e. hot tub, electric fireplace, air conditioner), can increase consumption. In addition, having house guests or not keeping up with furnace maintenance and filter changes can result in higher energy bills. 

You can view our energy-saving tips here.

6. An increase in the price of natural gas or electricity

Even if your usage remains the same, regulated natural gas and electricity prices fluctuate monthly. Fluctuations can happen due to weather, increases or decreases in use, world events and supply and demand factors. 

If the commodity price increases while your usage remains constant, it will result in a higher bill. Remember that our rates are reviewed and approved by the Alberta Utilities Commission to ensure they are fair and set using our approved method.

It's quick and easy! Just transfer your existing Direct Energy service online. First, log in to your Online Account with your username and password. Once logged in, the "Transfer service" link should be on the top navigation menu. When you click that link, you'll receive prompts to provide the following information:

  • What date would you like to stop service at your old address?
  • What date would you like to start service at your new address?
  • What is your new address?
  • After you click the button to confirm your transfer information, you'll see plan options and the current rates for those plans in your new service area.

If you cannot process the transfer online or don't see the "Transfer service" link or the plan option you want, please call Customer Service at 1-866-374-6299 for assistance.

Moving within Canada? Find helpful moving tips here.

We recommend contacting your current energy provider to ask about your contract expiration date and if they have a cancellation policy for switching to another company.

Direct Energy offers a variety of bill payment options such as Auto Pay and Average Billing.

You can also make payments via our 24-hour automated phone system. Please call the Customer Care line at 1-866-374-6299 .

The Government of Alberta also provides assistance programs which are listed here

Didn't find the information you were looking for? We have more FAQs specifically for our regulated customers.  

Have a question about a plan or need help placing an order?

Call us: 1-866-374-6299

Hours: 7:00am - 9:00pm MST (Monday to Friday), 8:00am - 4:30pm (Saturday), Closed Sundays

To enroll, you will need:

  • To be the person named on the utility account
  • Your service address
  • Your billing address (if different)
  • Your contact details including email address
  • To be over the age of 18