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1-855-452-8869

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1-866-374-6299

Direct Energy Regulated Services sales & support:

1-866-420-3174
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A woman relaxes in a hammock, using a laptop while enjoying a peaceful outdoor setting.

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Energy support for our Indigenous customers

Clear, practical support for Indigenous customers and communities in Alberta, including billing help, move-ins, GST exemptions, support programs and scam prevention.

Energy support for our Indigenous customers Energy support for our Indigenous customers Energy support for our Indigenous customers

How Energy works in Alberta

Understanding who delivers your energy and who supports your account.

Distributor (ATCO)

  • Owns and maintains infrastructure 

  • Delivers energy safely 

  • Reads usage

Retailer (Direct Energy)

  • Bills for usage
  • Supports your accounts
  • Helps manage sites and services

How to set up your energy

1

Choose how you want to set up service

In Alberta, you have the freedom to:

  • Choose a competitive retailer with fixed-rate plans
  • Stay on the default (regulated) option
  • Switch at any time if your needs change
2

Sign up for service

  • Set up your account before you move in or as soon as possible
  • Provide your address and move-in date
  • Choose your plan (if selecting a competitive retailer) 
3

You’re all set

  • Your service will be activated once your account is set up
  • No appointment is needed in most cases
  • Your bill will reflect your energy usage going forward
Sign up for service

Simple steps to avoid common issues

Set up your energy account before you move in.

Start service

Tell us when you move out or a home becomes vacant.

Contact support

Be cautious of scam calls or urgent payment requests.

Learn about scams

Need help? We’re here to support you

Direct Energy Regulated Services Customer Support

T: 1-866-374-6299
E: regulated@directenergy.ca

Sign up for fixed rates

T: 1-855-452-8869
E: DEAblertaHelp@directenergy.com

GST exemption inquiries

Request to sign up for GST exemption in the email below.

E: taxsupport@nrg.com

More information

Show all answers

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 it to us via email at taxsupport@nrg.com (Note: This is for GST exemption inquiries only)

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)

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
  • GST 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

Step 1: Distributor installation and inspection | Your local distributor must install and inspect the service line and meter connection.

Step 2: Distributor permits and approvals | All required permits, inspections, and documentation must be completed and submitted to the distributor.

Step 3: Retailer enrollment | Once the distributor confirms the site is ready, the site must be enrolled with a retailer for billing and ongoing service.

Your distributor will let you know when it is time to enroll and may arrange to submit an Energize request. This process can vary depending on your distributor.

Why these rules exist

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

Direct Energy Regulated Services (Default Service)

Support for:

  • Regulated (default) natural gas and electricity
  • Accounts starting with 7600 / 7700 / 2
  • Billing, account setup and service requests

T: 1-866-374-6299 | E: regulated@directenergy.ca

ATCO Gas / ATCO Electric (Distributor)

Support for:

  • Meter reads and infrastructure
  • Emergency outages and safety issues
  • Maintaining and repairing natural gas and electricity delivery systems

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

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

Utilities Consumer Advocate

Independent support for:

  • Understanding your bill
  • Comparing retailers
  • Resolving disputes

T: 310-4822 | E: ucahelps@gov.ab.ca

Find your Site ID or meter through the Utilitynet Site Catalog

Use the Utilitynet Site Catalog to:

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

This can be helpful when you need to:

  • 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

T: 310-4822

Financial support programs

Support may be available if you:

  • Are experiencing financial difficulty
  • Need help managing energy costs

Here is a list of agencies that can provide financial support and assistance.

Microgeneration / solar

Interested in solar panels?

Resources are available to help you:

Regulated rate customers are free to purchase electricity services from a retailer of their choice. For a list of retailers, visit ucahelps.alberta.ca or call 310-4822 (toll free in Alberta).

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 or Direct Energy Regulated Services.  
  • Contact our Direct Energy Regulated Services Customer Support team at 1-866-374-6299

Frequently asked questions

Show all answers

You’re billed for the natural gas or electricity being used at your home or building.

If no one signs up for service:

  • Energy may still be running for safety (to heat the home or keep systems working)
  • An account still needs to be assigned to track that usage

In these cases:

  • The home or building may be treated as vacant
  • Billing may be assigned to the First Nation or property owner until a responsible person is confirmed

 What you can do:

  • Make sure the correct person is enrolled for the address
  • Let us know about move-ins or move-outs as early as possible
  • Contact us if you believe the billing should be reviewed. Our Direct Energy Regulated Services Customer Support team can be reached at 1-866-374-6299

Bills can change month to month depending on usage and timing.

Common reasons include:

  • Cold weather (more heating = higher energy use)
  • Higher usage (more people in the home, appliances, or longer usage)
  • Missed or delayed enrollment (usage may build up before an account is set up)
  • Multiple homes or meters being billed together

What you can do:

  • Review your bill details to see how much energy was used
  • Compare with previous months
  • Contact us and we can walk through your bill with you. Our Direct Energy Regulated Services Customer Support team can be reached at 1-866-374-6299

Turning service on or off involves both the retailer and the distributor. As such, certain steps will need to be completed first.

This can take time because:

  • Distributors control the meters and physical service
  • Safety rules and seasonal restrictions may apply (especially in winter)
  • Outstanding balances may need to be addressed before service can be restored
  • Meters must be installed, inspected and approved before service can begin

What you can do:

  • Contact us early to start the process.
  • Ask about any balance or requirements for your address
  • We’ll guide you through the next steps and timelines

The Solar Advantage Rate is an optional add-on for Direct Energy residential electricity customers who meet the eligibility requirements for small micro-generation as set out in the Micro-generation Regulation, Alta Reg 27/2008. Upon enrollment, customers remain on their underlying Energy Contract rate until they manually switch to the Solar Advantage Rate via their Online Account or by contacting Direct Energy customer care. Customers can switch rates up to once per calendar month and are solely responsible for switching to optimize electricity costs and solar export credits. The Solar Advantage Rate may result in higher costs or higher credits depending on individual usage patterns and solar production. Direct Energy does not guarantee savings.