Frequently Asked Questions for Alberta

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  • Billing Information

    • How can I receive assistance paying my Direct Energy bill?

      If you need to set up a Payment Arrangement for a bill, you should contact your local Alberta utility company to make a plan to pay your balance. Electricity Distributor ATCO Electric LTD - 1-800-668-5506 City of Lethbridge...

    • What do I do if I notice an error on my bill?

      If you have any questions about the electricity and/or natural gas charges on your Direct Energy bill in Alberta, please contact our Customer Care Team at 1-866-374-6299.

    • Where do I send my payment after I switch to Direct Energy?

      There are several different ways to pay your Direct Energy bill. They are listed here: For mail, please send your payment to: P.O. Box 1515 639 5th Ave SW Calgary...

    • Who do I contact to change my payment due date?

      All active customers are allowed to select their preferred due date, subject to business rules. Please call our Customer Care line at 1-866-374-6299.

    • How can I pay my Direct Energy bill?

      There are several different ways to pay your Direct Energy bill in Alberta. Pay Online: Direct Energy accepts payments via your bank online. When setting up your account for payment (whether a one-time payment or pre-authorized...

  • High Bill

    • I'm on the budget billing plan and my bill has increased. Will this continue to happen?

      Budget billing is a great plan to help your bill amount remain consistent each month. There are a few possible reasons which may cause a change in your budget amount. Please keep in mind the following examples that may impact...

    • Why has my bill increased so much from last month?

      A typical residential customer during the month of January consumes 20 GJ per month. The extraordinary cold spell (Jan. 1- Jan. 13) coupled with more time spent at home during the holiday season could typically contribute to higher...

    • Why are the distributor charges so high?

      ATCO Gas' costs for transmission and delivery (T&D) have both a fixed and variable component, based on usage and are the largest portion of a customer's bill. In the winter, they can be up to 65% of the total cost. The Carbon...

    • How can I lower my energy consumption?

      We have several energy efficiency tips we can share with you. Visit our Learning Center where you can find energy efficiency tips for all seasons, as well as ideas on how to improve your home's energy efficiency. Your distributor...

    • How did the Carbon Levy charge affect my bill?

      The Carbon Levy took effect on January 1, 2017 and is a charge assessed by the Government of Alberta. It is based on your natural gas consumption at a rate of $1.517/GJ. For more information on the Carbon Levy please visit:

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