Billing and payments

How is the Rate of Last Resort different from the RRO?

Unlike the RRO which is a monthly fluctuating rate that adjusts based on the market, the Rate of Last Resort will be set every two years to avoid sudden spikes in pricing for customers. The Rate of Last Resort will be a fixed rate from January 1, 2025, until December 31, 2026, and can only go up or down by a maximum of 10% every two years.

But I didn't sign up with Direct Energy Regulated Services. Are you allowed to just sign me up?

Under Alberta legislation, you're automatically served by the default supplier in your area if you haven't set up service with anyone, which in your case is us, Direct Energy Regulated Services. There are no contracts with Direct Energy Regulated Services, and our rates which are regulated by the Alberta Utilities Commission (AUC) fluctuate monthly with the wholesale markets.

If you haven't contacted us, finding the individual responsible for utilities at a property can sometimes take us some time. So, in some instances, the initial bill may cover several months. If you need help with your bill or need to make a Payment Arrangement, contact us at 1-866-420-3174.

Can I get my regulated natural gas and electricity charges on one bill? 

Unfortunately, we're not able to combine these charges into one bill at this time. However, customers can manage both services conveniently in their  Online Account. For example, you can set your bills to be delivered via email or simply within your Online Account. In addition, you can set up Auto Pay, so you don't have to worry about missing a payment.

How do I sign up for paperless billing?

To receive your Direct Energy Regulated Services bills through email or within your Online Account:

Sign in to your Online Account.
Click on "Menu," then "Account details."
Under "Contact information," click the "Edit" button.

Under "Communication" and "Bill delivery," select "Email" or "Online Account." You may do the same for "Correspondence preference," which includes any other account-related information

How do I pay using my online banking?

To set up Direct Energy Regulated Services as a manual payee through your online banking:

For all banks (except Scotiabank which has a character count limit), use the following biller ID: DIRECT ENERGY REGULATED SERVICES AB
For Scotiabank customers, use the following biller ID: DIRECT ENERGY REG. SERVICES

Can I pay by cheque?

Yes, you can! Just mail your cheque (noting your account #*) to:

Direct Energy Regulated Services
PO Box 1520, Station M
Calgary, AB T2P 5R6

*Please note: If you have both an electricity and a natural gas bill to pay, a separate cheque with your account number for each service is required. Thank you!

Do I have to pay my last Direct Energy Regulated Services bill if I have cancelled my service?

Yes, you do need to pay your final bill. It reflects the amount of electricity and/or natural gas you have consumed until your service end date.

We will continue to send you a bill for as long as you have any amounts owing. It is also possible for bills to be sent to you after you close your account. These might include adjustments to previous charges. These changes are usually from your distribution company providing us with updated actual meter read data rather than an estimate.

I can't afford my Direct Energy Regulated Services bill this month. What options do I have?

If you are struggling to pay your bill, we can help you with a special payment arrangement or payment extension. Please contact us at  1-866-420-3174  or read more about additional financial support options.

Once you catch up on your balance, you might want to consider our Average Billing payment option which will help balance out your payments throughout the year.

Why is Direct Energy Regulated Services suddenly serving me and not my old provider?

There are many reasons why we might suddenly serve your home or business. The most common reasons are that your previous retailer stopped serving you because your contract term ended or for non-payment. However, if you do suddenly find yourself served by Direct Energy Regulated Services, you can rest assured you will continue receiving reliable energy service. We are happy to serve you!

Do I have to pay this bill from Direct Energy Regulated Services even if my name isn't correct?

If you recently moved to a property or your previous retailer stopped serving you, your information may not have made it to us. We do our best to find the correct customer information when your distribution company can't get it to us. However, even if it is not correct, the bill is still valid.

If something isn't right, please call us at 1-866-420-3174. We'll quickly set up your account correctly and would be happy to continue serving you.

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