I have multiple sites and need to make a Direct Energy Regulated Services payment that covers more than one account. How do I do this?

To make a payment that covers more than one account, please fill out and include the multiple-site payment application form with your payment. You can also easily manage your sites through your Online Account.

Are my tenants responsible for setting up service and billing information with Direct Energy Regulated Services?

Would you like your tenants to be responsible for paying for natural gas or electricity service at your rental property? If so, your tenants must set up their own account by contacting Direct Energy Regulated Services and providing their billing information. The tenant will be responsible for the charges during their lease term. As a landlord, you will be responsible for the charges if your tenant does not set up an account or when the tenant ends their account. You can set up a Premise Vacancy Agreement and Property Owner/Manager Authorization Form. This agreement ensures that service automatically goes back into your name when your tenant ends their service.

What is a Premise Vacancy Agreement?

The Premise Vacancy Agreement enables easy billing transition for natural gas or electricity services between the tenant and the landlord. There are many benefits to using this form: Ensures no service interruption occurs when a tenant moves out, and the property remains vacant. Alternatively, landlords can agree to shut off utilities if the property is vacant. Note that disconnected services are subject to a reconnection fee, which is the responsibility of the next party requesting service. Alerts a landlord when a tenant does not set up the proper electricity or gas service billing at the rental property. Alerts a landlord when a tenant ends their natural gas or electricity service before the end of their lease. There is no buildup of charges if Direct Energy Regulated Services has trouble locating the property owner. You can shut off service at the rental property while it is vacant.

Am I responsible for past charges of a tenant once they move out?

If services were in the tenant's name, your tenant is responsible for their charges while holding a Direct Energy Regulated Services account. Even if a tenant does not pay their bill, the charges will not be transferred to the landlord or property owner unless you authorize it. If there is a dispute between a tenant and a landlord, we may request proof of occupancy, like a lease agreement.

What if my current tenant doesn't pay their bill? Will I be advised to avoid disconnection of service to my property?

Payment of the Direct Energy Regulated Services account is the responsibility of the account holder. Any notices of disconnection will go to the account holder. Therefore, if the account for the services at your rental property is in your tenant's name, we'll only notify the account holder of unpaid amounts and a pending disconnection. Due to privacy laws, we cannot release information to anyone not listed as a contact person on the account. We must deliver any notice of pending disconnection or notice of disconnection to the mailing address assigned to the account. If a property is disconnected for non-payment, an owner can request for us to transfer services into their name to restore energy. However, the property owner will be responsible for any fees related to the reconnection of service.

Why did I receive a Direct Energy Regulated Services bill after my tenants moved in?

If your tenants were supposed to set up service and you receive a bill from Direct Energy Regulated Services, or any other retailer, then your tenants did not set up service yet. In that case, we can only bill the property owner since we only have that information on file and you will be responsible for paying that invoice. Unfortunately, we cannot bill a tenant who has not explicitly set up an account with us.

My tenant is responsible for gas and/or electricity, but I have received a bill from Direct Energy Regulated Services. Why?

If the tenant has not set up energy service for the start of the lease agreement, we will bill the property owner for the service supplied to the property. To correct this issue, your tenant must contact us and accept responsibility for electricity or gas services, effective on their move-in date.

My property is vacant. Why am I getting a gas or electricity bill?

Vacant properties that remain connected to the distribution systems and receive electricity or natural gas service will continue to receive charges from the default retailer, such as Direct Energy Regulated Services. If you want services shut off at a property, you can complete a Premise Vacancy Agreement. Note: The property may continue receiving distribution charges from ATCO even if disconnected. If you want to permanently stop charges on the property, you must start the salvage process with the distributor. ATCO will remove the meter and the billing will stop completely.

Landlords and property owners

Can I manage multiple accounts with one payment?

There is no multisite payment form available. To make one payment for multiple accounts, you must send payment instructions to the remittance team clearly indicating how funds should be applied to each account.

Remittance email: DERSpayments@directenergy.ca

Does the Premise Vacancy Agreement transfer service automatically?

Yes. A valid Premise Vacancy Agreement (PVA) allows service responsibility to transfer back to the property owner if a tenant leaves or does not set up service, provided the tenant’s account was properly cancelled.

Please note:

PVAs are valid for 2 years
PVAs must be renewed to remain active

Who is responsible for energy bills at a rental property?

The account holder is responsible. If no tenant account is set up, the property owner listed on land title becomes responsible.

How long is a Premise Vacancy Agreement valid?

A Premise Vacancy Agreement (PVA) is valid for 2 years and must be renewed to remain active.

Can a new occupant take over existing charges?

In some situations, a new occupant may be able to take over existing Direct Energy Regulated Services charges if they:

provide proof of occupancy
and agree to assume responsibility for the charges

This is generally only possible when:

Landlord enrollment was completed using land title information
The account was previously in the landlord’s name with Direct Energy Regulated Services

Direct Energy Regulated Services cannot backdate charges from another retailer.

What happens if my tenant doesn’t pay their bill?

Tenants are responsible for their own energy account and billing obligations. Due to privacy regulations, only the account holder receives account notices and billing details.

If service has been disconnected, a landlord may take over the site account, but the account must first be registered in the landlord’s name before reconnection can be completed.

Why am I being billed if my tenant was supposed to pay?

If the tenant didn’t set up service, billing defaults to the property owner until the tenant registers an account.

Why am I getting a bill for a vacant property?

If your property remains connected to electricity or natural gas services, charges may continue even if the property is vacant and no energy is being used.

To stop billing, you must request a de-energize (service disconnection).

Please note: Idle charges generally only apply to rural electricity properties, and are typically charged by the distributor, such as ATCO Electric.

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Landlords and property owners

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