Disconnection notice

Show all answers

If you've received a Pending Disconnection Notice, your Direct Energy Regulated Services account balance has been past due for at least 60 days. We care about our customers and are committed to doing all that we can to support you and ensure you have service. If you've received a Pending Disconnection Notice, below is a list of options to help you.

Request a Payment Arrangement:

We know that some circumstances can lead to difficulty in paying bills. We are here to help you in challenging times and create a payment plan that works for you. Your account must meet the following criteria to be eligible for a Payment Arrangement:  

  • Your account must be active.

  • It cannot include any pre-existing payment arrangements 

  • Your account cannot have any previously broken payment arrangements in the past 12 -months.

  • The date of the request for a payment arrangement cannot be past the date of disconnection noted in your Pending Disconnection Notice.

If you meet the above criteria, you can make a Payment Arrangement by calling the Direct Energy Regulated Services Customer Care team at 1-866-420-3174.

There are several Alberta social service agencies that may be able to provide you with assistance with your energy bill. View social services agencies.

Once your account balance is up-to-date, please check out our payment plans. We can help you find a plan to make budgeting and paying your energy bills easier. If you have questions or concerns, please don't hesitate to reach out. 

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

Have a question about rates or need help placing an order?

Call us: 1-866-420-3174

Hours: 7:00am - 9:00pm MST (Monday to Friday), 8:00am - 4:30pm (Saturday), Closed Sundays