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1-855-452-8869

Direct Energy customer support:

1-866-374-6299

Direct Energy Regulated Services sales & support:

1-866-420-3174
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A man and woman seated at a restaurant table, engaged in conversation over a meal.
A man and woman seated at a restaurant table, engaged in conversation over a meal.

Don't wait to save

Pair electricity and natural gas to enjoy low introductory rates until December 31, 2026.*

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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. 

 

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

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Frequently asked questions about  regulated services

View FAQ categories
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A man sitting in a chair, holding a phone, with a television visible in the background.
A man sitting in a chair, holding a phone, with a television visible in the background.

What can we help you with?

Billing


Have questions about the charges on your energy bill or how to make a payment?

Find answers here

Disconnection notice


Did you receive a Pending Disconnection Notice? Wondering what to do next?

Find answers here

Online Account

 

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

Find answers here

Idle Billing


Wondering why you're still getting a bill even though your power is disconnected?

Find answers here

Energy options

 

Have questions about your energy options in Alberta?

Find answers here

Payment options



Wondering how Average Billing and Auto Pay work?

Find answers here

Utility issues


Need to report a power outage or natural gas leak?

Contact your local distribution company

Moving and service changes


Wondering how to move your Direct Energy Regulated Services account with you anywhere in Alberta?

Find answers here

App

 

Have questions about our Direct Energy Canada app?

Find answers here

Regulated natural gas

 

Have questions about our regulated natural gas services?

Find answers here

Rate of Last Resort

 

Have questions about the Rate of Last Resort?

Find answers here

Micro-generation

 

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

Lowering your bill


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

Find answers here

Landlords and property owners


Need a meter installed for a new construction project? Wondering how to get service for multiple sites or tenants?

Find answers here

Most popular FAQs

Show all answers

Higher energy bills are often caused by:

  • Increased energy usage
  • Colder or hotter weather
  • Longer billing periods
  • Higher rates
  • Carried-over balances
  • Additional consumption days between meter readings

Explore more information to understand your bill and home efficiency advice in our Learning Centre.

Direct Energy Regulated Services accounts are not transferred between addresses because regulated services do not operate under fixed-term contracts.

If you’re moving, you’ll need to:

  • Cancel service at your current address
  • Sign up for new service at your new location

You can complete both requests through your Online Account or by contacting Customer Care before your move date. We recommend setting up service for your new address at least one week before your move to help avoid delays or unexpected billing issues.

If you haven’t chosen an energy retailer in Alberta, or your previous retailer is no longer supplying your service, you may automatically receive service from the default regulated provider for your area. Default regulated providers are location-based and vary across Alberta.

In some cases, energy service may still be active at a property even though no one has formally taken over responsibility for the account. When this happens, we may use property or land title records to identify the responsible party for the energy used at the site.

As a regulated energy provider, Direct Energy Regulated Services (DERS) supplies electricity and natural gas at rates reviewed and approved by the Alberta Utilities Commission (AUC), and manages billing and customer service for your account.

As of January 1, 2025, Alberta’s Regulated Rate Option (RRO) has transitioned to the Rate of Last Resort (RoLR) as the default electricity rate for customers who have not chosen, or are not currently with, a competitive retailer. Unlike the RRO, the RoLR is a fixed rate set every two years.

Here’s how the Rate of Last Resort fixed rate compares to competitive fixed rate plans:

  1. Rate determination: The RoLR fixed rate is a regulated fixed rate that is set every two years and approved by the Alberta Utilities Commission (AUC). The RoLR can only go up or down by a maximum of 10% at the end of each 2-year term. Whereas, competitive fixed rate plans are determined by individual retailers based on market conditions and business strategies, offering various term lengths and rates.
  2. Flexibility and choice: The RoLR fixed rate is automatically applied to customers without a competitive contract and doesn’t have any customization options. With a competitive fixed rate plan, you can select different term lengths, rates and additional features like green energy options as well as benefit from incentives and promotions.
  3. Pricing stability: While both rates provide price stability, competitive fixed rate plans allow you to select a term length that fits your preferences.
  4. Additional fees: The RoLR fixed rate includes a 0.1¢ per kWh surcharge for consumer awareness, which goes directly to the Utilities Consumer Advocate (UCA).
Illustration of two individuals shaking hands, representing partnership and mutual understanding.
Illustration of two individuals shaking hands, representing partnership and mutual understanding.
Illustration of two individuals shaking hands, representing partnership and mutual understanding.

Are you on a fixed or variable rate plan? We have more FAQs specifically for Direct Energy customers.

See more FAQs

Have a question about rates 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