ALERT: Due to the Canada Post strike, you may not receive your bill by mail and if you send a cheque payment by mail, it might not reach us on time. Here's what you need to know.

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Sign up for fixed rates:

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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Moving & service changes

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You can easily transfer your services through your  Online Account. Once you log in, you can either click the "Move or transfer" button below your account overview. Or, you can click the menu and select "Move or transfer service" under "Manage services" and follow the steps. 

Or, you can call us at  1-866-420-3174 at least one week before you move and we can transfer your account to your new address. Then, there's one less thing to worry about!

Let us know if billing will overlap if you are responsible for two properties simultaneously, even just for a short time. When you receive your bill for this period, it will likely be higher than normal. This increase is due to energy, distributor, and government charges applicable to both properties for the overlapped term.

If you are a tenant: 

If you're moving and are no longer in a Direct Energy Regulated Services service area or will no longer require Direct Energy Regulated Services' service for any other reason, please notify us at least three full business days in advance. 

You can reach us at 1-866-420-3174 and we will ask you to provide your new mailing address so that we can send you your final bill.

If you are a property owner:  

If you’ve sold the property, you will be responsible for billing until the new owner takes possession. You can resume service for your new property’s location when you move and take possession. 

If you want to temporarilty stop services (for construction, renovations, etc.), we can do that. However, minimal distribution and transmission charges may still apply. In addition, you will pay a reconnection fee upon the return of services. 

If you want to permanently stop services, but still own the property (due to it being repurposed, demolished, etc.), you must contact the distributor to start the salvage process. The distributor will remove the meter from your property and billing will stop completely.

If you paid a security deposit, it will automatically be applied to your account with interest after 12 consecutive months of on-time payment history. Or, we will apply it to any remaining balance on your final bill, whichever comes first.

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

We will continue to send you a bill for as long as you have any amounts owing or to reflect any adjustments made to your account.

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: 1-866-420-3174

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