How do I transfer my Direct Energy Regulated Services’ to a new address?

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!

How do I stop my Direct Energy Regulated Services electricity and/or natural gas service?

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.

Once I cancel my Direct Energy Regulated Services service, when will I get my security deposit back?

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.

Why would there be adjustments to my account?

Your distribution company is responsible for reading your meter and submitting that data to us for billing purposes. In some instances, they may not have been able to read your meter in a given billing period and will instead submit an estimate to us. Once they read your meter, there may be a correction to the estimated amount. This correction can be a credit or an additional amount owed, but it reflects your actual usage.

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

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.

Moving and service changes

How do I transfer my energy service to a new address?

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.

What if my lease dates overlap?

You may be billed for both properties during overlap periods. Always check consumption dates to ensure accuracy.

How do I stop energy service?

Customers can request a de-energize request to temporarily stop energy service at a property.

A de-energize:

Temporarily disconnects service,
Continues to keep utility infrastructure in place for future use

Customers may also request a salvage, which permanently removes utility infrastructure from the site and may result in significant costs to reconnect services in the future.

If you are moving to a new address, you typically would not request a stop to your energy services. Instead, you would cancel your account at your current property and sign up for service at your new location.

When will I get my security deposit back?

If you have 12 months of on-time payments, your deposit is returned as a credit. Late payments reset the timeline. Any remaining balance may be refunded after final billing.

Why are there adjustments on my energy bill?

Adjustments happen when estimated meter readings are replaced with actual readings from your distributor. You may see a cancellation of previous charges and a rebilling with updated usage.

Do I still have to pay my final Direct Energy Regulated Services bill?

Yes. Your final bill includes all energy used up to your service end date. Additional bill adjustments may still be applied within 30–60 days if updated by the final meter reads completed by your distributor after service cancellation.

Categories

Moving & service changes

How do I transfer my energy service to a new address?

What if my lease dates overlap?

How do I stop energy service?

When will I get my security deposit back?

Why are there adjustments on my energy bill?

Do I still have to pay my final Direct Energy Regulated Services bill?

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: 1-866-374-6299

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Don't wait to save

Our energy plans for your business are not one-size-fits-all.

Your go-to resource for all things energy related in Alberta.

Meet our new app

Sign up for Auto Pay!

Categories

Moving & service changes

How do I transfer my energy service to a new address?

What if my lease dates overlap?

How do I stop energy service?

When will I get my security deposit back?

Why are there adjustments on my energy bill?

Do I still have to pay my final Direct Energy Regulated Services bill?

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: 1-866-374-6299