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Direct Energy customer support:

1-866-374-6299

Direct Energy Regulated Services sales & support:

1-866-420-3174
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A man in an orange shirt and blue jean shorts skiing down a snowy slope, showcasing his skills by jumping through the air
A man in an orange shirt and blue jean shorts skiing down a snowy slope, showcasing his skills by jumping through the air

2 FREE months of electricity* is back

Feel the free when you choose a 2-year bundled plan.*

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Three people in a restaurant, gathered around a tablet, reviewing table layout.
Three people in a restaurant, gathered around a tablet, reviewing table layout.

Our energy plans for your business are not one-size-fits-all.

Check out our energy plans for restaurants and learn how to make your business more energy efficient. 

 

Learn how

Your go-to resource for all things energy related in Alberta.

Want to know more about your energy options? Looking for ways to save on energy usage? We're here to help you make an educated decision.

 

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Meet our new app

The only energy account app in Alberta‡—built to give you fast, easy access to bills, insights, rewards and more.

New to Direct Energy? Get an exclusive offer when you download the app.§

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Energy support that works with your community

Clear, respectful, and practical guidance for Indigenous customers and communities across Alberta.

Energy support that works with your community Energy support that works with your community Energy support that works with your community

A partnership approach to energy services

Working together to support your community’s needs today and into the future.

Working alongside your community

Our role is to support your community with clear information, flexible service options, and ongoing collaboration—so you can make decisions that align with your priorities, your land, and your future.

Support community-led decisions

Provide transparent information

Build long-term, trusted relationships

How energy works on your land

Understanding who does what, and how we support you.

Energy service in Alberta involves two roles: The distributor and the retailer.

Retailers do not build or maintain infrastructure on your land. Like all energy retailers in Alberta, we provide billing and account support for gas and electricity services when a home or building is set up for service.

The distributor is responsible for the delivery of electricity and gas to your community. Your distributor does not change, no matter which retailer you choose and is based on your location.

 

Distributor

Example: ATCO Gas or ATCO Electric

  • Own and maintain energy infrastructure (pipes, wires, meters)
  • Safely deliver gas and/or electricity to homes and buildings
  • Install meters for new buildings or homes
  • Read energy usage and send it to the retailer to bill you
  • Turn services on and off

Retailer

(Direct Energy or Direct Energy Regulated Services)

  • Bills for natural gas and/or electricity usage
  • Supports your accounts and payments
  • Helps manage service across homes and buildings
  • For default service, helps identify the responsible billing party when no one is registered

Supporting communities

We help First Nations, Bands, and Métis settlements to manage all aspects of their natural gas and/or electricity accounts, from individual tenants to community-wide billing.

Multiple homes and buildings

Tenant turnover

Vacant properties

Billing accuracy

Key tools

GST Exemption Form

  • Apply GST exemption for eligible customers living on reserve
  • For Nation-managed buildings, a Letter of Authorization may be required instead of a form to confirm exemption eligibility

Not sure which applies? We can help guide you.

Download the Direct Energy Regulated Services form

Download the Direct Energy form

Premise Vacancy Agreement (PVA)

  • Allows you to manage services to your vacant properties when tenants move out. 
  • Just fill out the attached form, and we'll take care of the rest. 

Not sure which applies? We can help guide you.

Download form

Letter of Authorization (LOA)

  • Clearly assign who is responsible for each site
  • Helps prevent incorrect enrollment or billing

An LOA is also used to support GST exemption for Nation-managed buildings

Download form

Keeping billing accurate and in your control

Sometimes, natural gas or electricity is running in a home or building—but no one is signed up for billing.

How to avoid this

1

Submit move-in and move-out details early

2

Use PVAs for vacant homes for automatic enrollments

3

Respond to Vacancy outreach from Direct Energy Regulated Services

Supporting long-term community development

Planning ahead for new homes and buildings

Step one

Work with the distributor (infrastructure and meters)

  • The distributor installs and connects the service
  • Meters must be installed and approved before service can begin
  • The distributor will advise if permits are required and what is needed

 

Step two

Choose a retailer (billing and service)

  • Once the meter is ready, you can choose a retailer
  • The retailer sets up billing and account support
  • Your community has the freedom to choose a retailer of your choice. For a full list of retailers, visit the Utilities Consumer Advocate site.
  • Some account management tools—like Premise Vacancy Agreements (PVA) and Letters of Authorization (LOA)—are available through the regulated/default provider (Direct Energy Regulated Services )

Managing service across your community

Once your service is ready, we can help you:

Set up accounts for homes and buildings

Support billing across multiple properties

Plan for scalable service across your community

Work with our Indigenous Relations team

Dedicated support for Nations, Bands, and Métis Settlements.

Our Indigenous Relations team works directly with Indigenous communities on energy service needs, community support, and long-term relationship building. This team is dedicated to supporting Nations, Bands, and Métis Settlements.

Email: IndigenousRelations@directenergy.ca Please allow up to 3 business days for a response.

If you are an individual customer and need help with your account, billing, or service, please contact the Customer Support team Telephone: 1-866-374-6299.

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Apply if you live on reserve and are eligible for GST exemption. You’ll need a valid Certificate of Indian Status.

Letter of Authorization (LOA) | Assign responsibility for a specific site or address

Premise Vacancy Agreement (PVA) | Manage how vacant homes are handled and billed

Auto Pay / EFT Form | Set up automatic payments

Winter De-Energization Form Direct Energy Regulated Services | Request seasonal service disconnection (where applicable)

Winter De-Energization Form Direct Energy | Request seasonal service disconnection (where applicable)

Not sure which form you need? We can help.

Contact us via email at Indigenousrelations@directenergy.ca

Support for:

  • Nations and community accounts across both Direct Energy and Direct Energy Regulated Services  
  • Billing questions
  • Vacancy and site management
  • GST exemption
  • Forms and enrollments

Email: IndigenousRelations@directenergy.ca

Support for:

  • Regulated (default) natural gas and/or electricity
  • Accounts starting with 7600 / 7700 / 2

Telephone: 1-866-420-3174 | Email: regulated@directenergy.ca

Note: Nations, Bands, and Métis Settlements can reach out directly to our Indigenous Relations team for community billing support. 

For most residential and small business customers (accounts typically starting with 78).

Support for:

  • Plans and pricing
  • Account setup
  • Billing and payments

Telephone: 1-866-374-6299 | Email: hello@directenergy.ca

Note: Nations, Bands, and Métis Settlements can reach out directly to our Indigenous Relations team for community billing support.

Support for:

  • Meters and infrastructure
  • New buildings and meter installations
  • Emergency outages and safety issues

All service requests (including turning service on or off) must be arranged through your retailer.

Telephone: ATCO Gas: 310-5678 | Telephone: ATCO Electric: 1-800-668-2248

Independent support for:

  • Understanding your bill
  • Comparing retailers
  • Resolving disputes

Telephone: 310-4822

When a home has energy use but no active account, it is treated as a vacant site.

What happens next

  1. We try to contact the responsible party or community
  2. We allow time (typically around 5 days) for a response
  3. If no one is confirmed, the site may be assigned to:
    1. The Nation, or
    2. The name listed on land title

Why this happens

  • Energy continues to run for safety and to help prevent property damage
  • Usage must be tracked and billed
  • Someone must be registered for the service and responsible for the charges at that home or building

Important to know

  • Charges may continue during this period
  • Billing corrections may be reviewed later, but are not guaranteed
  • Delays in communication can lead to unexpected charges

How to avoid vacancy issues

Understanding how service is managed, and why timing can vary.

Who does what

  • Distributors (like ATCO) manage meters and physical energy service
  • Retailers (like Direct Energy) manage billing and accounts
  • Customers control how much energy is used

Turning OFF service

In some situations, service cannot be turned off right away:

  • Seasonal rules (especially in winter) may prevent disconnection
  • Safety requirements must be followed
  • Service may be disconnected due to missed payments
  • To address outstanding balances or payment arrangements contact our Direct Energy Regulated Services Customer Support team at 1-866-374-6299
  • Payments can be made via EFT, cheque, credit card, and through your online banking portal.
  • Service may also be disconnected if a home is vacant and no responsible party can be confirmed

Turning ON service

To turn service on, a few things may need to be completed first:

  • Any outstanding balances may need to be addressed
  • Payment arrangements may be required
  • To address outstanding balances or payment arrangements contact our Direct Energy Regulated Services Customer Support team at 1-866-374-6299
  • Payments can be made via EFT, cheque, credit card, and through your online banking portal
  • The meter must be installed, inspected and approved by the distributor

For new homes or buildings

Before service can begin, there are important steps that must be completed with your local distributor:

Step 1: Distributor installation and inspection

Your local distributor must install and inspect the service line and meter connection before energy service can begin.

Step 2: Distributor permits and approvals

All required permits, inspections, and documentation must be completed and provided to the distributor.

Step 3: Retailer enrollment

Once distributor requirements are complete, the site must be enrolled with a retailer for billing and ongoing service.

Why these rules exist

  • To keep homes and communities safe
  • To ensure energy use is billed correctly
  • To meet provincial regulations

GST exemptions and refunds

Who qualifies

Customers living on reserve may be eligible for GST exemption on energy services.

How to apply

  1. Complete the GST exemption form
  2. Send the completed form to us via email to taxsupport@nrg.com

Important to know

  • GST exemption is not always automatically applied
  • Eligibility may not always be identified during enrollment
  • You must apply for GST exemption after your account is set up

What about past GST charges?

  • Refunds for previously paid GST are handled through the Government of Canada
  • You may need to apply directly through the Canada Revenue Agency (CRA)

Find your Site ID or meter through the Utilitynet Site Catalog.

You can use the public tool above to:

  • Match addresses to meters
  • Identify Site IDs
  • Confirm property details

This is helpful when:

  • Managing multiple homes
  • Identifying the correct property
  • Resolving billing questions

Utilities Consumer Advocate (UCA)

Utilities Consumer Advocate provides free, independent help with:

  • Understanding your bill
  • Comparing retailers and rates
  • Resolving disputes with utility providers

Telephone: 310-4822 | Email: ucahelps@gov.ab.ca

Fraud attempts can happen through phone calls, emails, or in person. Knowing what to look for can help you avoid them.

Common types of scams

  • Phone calls pretending to be energy providers
  • Emails or texts requesting payment
  • Fake websites or social media messages
  • Door-to-door scams

Warning signs

  • Urgent or immediate payment requests
  • Threats of disconnection
  • Requests for personal or banking information
  • Offers that seem too good to be true

What to do

  • Do not provide personal information
  • Do not make payments under pressure
  • Contact us directly to confirm any communications claiming to be from Direct Energy