Your Direct Energy Frequently Asked Questions

Understanding Your Bill 

Bills are generated based on the consumption details we receive from your distributor. Direct Energy will send you an invoice via mail or email, depending on your preference. We will use the mailing or email address you provided when you signed up for our services.

If you switch to Direct Energy, your bill will have highlights in blue. Direct Energy Regulated Services invoices will have highlights in orange.

If you are switching from another provider, your bill will now come from Direct Energy or Direct Energy Regulated Services.

The delivery date for paper bill may vary slightly from month to month depending on your mail carrier. However, electronic bills can be found online shortly after your billing cycle has ended. If you feel there is a delay in receiving your bill and it is within 5 business days of your billing due date then please call our Direct Energy Customer Care line at 1-866-374-6299. 

Typically, a billing cycle is approximately 27 to 35 days depending on the month and on the timeframe in which Direct Energy receives meter reads from your distributor. The length of your billing cycle may vary slightly each month. 

Transmission and distribution fees pay for the cost of installing, operating, and maintaining Alberta's grid infrastructure that's needed to deliver energy to your home. Delivery company rates are charged by distribution companies and regulated by the Alberta Utilities Commission (AUC), an independent agency associated with Alberta Energy. Regardless of which energy provider you're with, your distribution company and the delivery portion of your electricity bill or natural gas bill will stay the same from one retailer to another. Watch our video to learn more about transmission and distribution charges.

Energy charges are based on the rate set by your retailer (e.g. Direct Energy or Direct Energy Regulated Services) and reflect the actual or estimated cost of your energy usage during the billing period based on the unit of measurement:

  • Electricity: kWh x $ rate

  • Natural Gas: GJ x $ rate

Learn about how your energy charges are calculated

If you are enrolling for our services, that is the best time to sign up for paperless billing. For current customers, please log in to your Online Account Manager and enroll in paperless billing. It may take one to two billing cycles to begin receiving paperless billing. 

When you enroll in paperless billing, you will receive an email the day your bill is generated and will no longer receive a paper bill.

You can opt out of paperless billing at any time. Log into your Direct Energy Online Account Manager, hover over the "Billing and Payments" icon in the top navigation bar, click "Paperless Billing," and select that you want to opt out of Paperless Billing. Your next invoice generated will be a paper invoice. 

Direct Energy customers do not have to be enrolled in paperless billing. It is an optional service we offer to interested customers. Please be advised that customers not enrolled in paperless billing will still receive a courtesy email the day a new bill is generated. 

You may receive an invoice after the canceling of your service if you have usage that has not yet been billed prior to your final date or if the previous invoice reads are modified by the distributor.

Late fees are assessed if the payment has not been received by the late payment penalty date.

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-Friday), 8:00am - 4:30pm MST (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