Energize Request

Q: what-happens-when-we-send-an-energize-request

Move-ins When you request a move-in, we submit a request to become the Retailer of Record with your distributor 24 hours before your move-in date. On your move-in date, the distributor processes this request. If the site needs to be energized, we then submit an Energize Request. Your distributor may send a technician to the property to restore services. This process typically takes 1–5 business days. If the site is already energized, no request is required and your service will start as scheduled. Reconnections after disconnection Once the requirements to reconnect your service are met, we will send an Energize Request to your distributor. The distributor usually receives the request within two business hours and begins processing it. For natural gas, a technician must visit the site to restore service. For electricity, reconnections are often completed remotely, so a technician may not be required. Please note that we cannot submit an Energize Request until Direct Energy is the Retailer of Record for the site.

Q: why-can-t-direct-energy-just-flip-a-switch-to-restore-my-services

We’d love to make it that simple, but only your distributor can physically energize your property. Once we send the request, your distributor will send a technician to your site to get your service flowing again.

What’s an Energize Request?

An Energize Request is how we, as your natural gas and electricity retailer, ask your distributor to start flowing energy to your home or business. Energize request is a formal request to your distributor to connect either electricity or gas services at a specific location to a specific meter.

When do you need an Energize Request?

You may need to request an Energize Request in a few common situations:

1. Moving into a new home: Most homes in Alberta remain energized. In many cases, you only need to let us know you’re moving in so we can set up your Direct Energy account.

If the property is not energized, our team will send an Energize Request to your distributor to restore service.

2. Reconnecting after a disconnection: If your service was disconnected, an Energize Request may be required to restore electricity or natural gas once the account issue has been resolved. We will send the request to your distributor to reconnect the service.

3. New construction or major renovations: If you are building a new home or completing renovations that require a new meter, an Energize Request may be needed to activate service once the installation is complete. Your distributor will energize the site after the meter and service connection are ready.

How long does it take to energize a property?

It depends on your distributor, but most Energize Requests are completed within 1–5 business days if Direct Energy is already the Retailer of Record for the site. The timeline is based on distributor availability, and we will provide the expected timeframe when the request is submitted. There are different types of Energize Requests, depending on the priority level:

Priority 1 (P1): Typically completed the next business day, depending on distributor availability. For natural gas, a distributor technician must visit the site, so an appointment may be required before the request can be processed.

Priority 3 (P3): Usually completed within 3–5 business days.

Fees and timelines vary by distributor, and not all retailers offer every priority option.

What happens when we send an Energize Request?

Move-ins: When you request a move-in, we submit a request to become the Retailer of Record with your distributor 24 hours before your move-in date. On your move-in date, the distributor processes this request. If the site needs to be energized, we then submit an Energize Request. Your distributor may send a technician to the property to restore services. This process typically takes 1–5 business days. If the site is already energized, no request is required and your service will start as scheduled.

Reconnections after disconnection: Once the requirements to reconnect your service are met, we will send an Energize Request to your distributor. The distributor usually receives the request within two business hours and begins processing it. For natural gas, a technician must visit the site to restore service. For electricity, reconnections are often completed remotely, so a technician may not be required. Please note that we cannot submit an Energize Request until Direct Energy is the Retailer of Record for the site.

Why can’t Direct Energy just flip a switch to restore my services?

Only your distributor can physically energize your property. Once we send the Energize Request, your distributor will schedule the work required to restore services.

Depending on the distributor and the equipment at your site, this may be completed remotely or may require a technician to visit the property. Remote energization is only available when the necessary equipment and conditions are in place.

How much does it cost to energize a property?

Energization costs can vary depending on your local distributor, since many connection and service fees are set by the utility that delivers your electricity and/or natural gas, not your energy retailer.

In some cases, faster or priority connection requests may require coordination with your distributor and could result in higher costs. These fees can vary by location and provider.

If you’re planning to start or reconnect service, we can review any applicable distributor fees and help explain what to expect based on your service area.

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