Billing Information Frequently Asked Questions for Alberta, Billing Information

Billing Information FAQs

  • 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 - 1-403-320-3940
    • ENMAX Power Corporation - 1-403-310-2010
    • EPCOR Distribution Inc. - 1-780-412-4500
    • Fortis Alberta - 1-866-310-9473
    • Municipality of Crowsnest Pass - 1-403-562-2021
    • Town of Fort Macleod - 1-403-308-0735
    • Town of Panoka - 1-403-783-4431

    Natural Gas Distributor

    • AltaGas Utilities Inc. - 1-866-222-2068
    • ATCO Gas & Pipelines Ltd. - 1-800-511-3447

  • 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 1-855-461-1926.

  • 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: www.directenergy.com/alberta/customer-support/bill-payment-options.

    For mail, please send your payment to: P.O. Box 1515 639 5th Ave SW Calgary AB, T2P 4K2

  • 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 scheduled debit, select Direct Energy (Alberta) or Direct Energy Essential Services from the list of payees.

    Pay By Mail Send a cheque or money order to the address on the back of the first page of your bill.

    Pay By Phone: You can make a payment using a credit or debit card by calling 1-866-374-6299. We accept all major credit cards (including bank debit cards featuring the logo of a major credit card).

    Pay in Person: You can pay your bill in person at most banks and financial institutions. Keep in mind that a transaction fee may be charged at the time of payment. Please have your Direct Energy account number available when making your payment.

    For more information, please visit: http://www.directenergy.com/alberta/customer-support/bill-payment-options.

  • If I choose Direct Energy, how will I be billed?

    Direct Energy will mail an invoice to the mailing address you provided in your enrolment. Bills are generated based on the consumption details we receive from your distributor, including the breakdown between the supply (our charges) and the distribution and delivery portion (the utility's charges).

    Electricity Distributor

    • ATCO Electric LTD - 1-800-668-5506
    • City of Lethbridge - 1-403-320-3940
    • ENMAX Power Corporation - 1-403-310-2010
    • EPCOR Distribution Inc. - 1-780-412-4500
    • Fortis Alberta - 1-866-310-9473
    • Municipality of Crowsnest Pass - 1-403-562-2021
    • Town of Fort Macleod - 1-403-308-0735
    • Town of Panoka - 1-403-783-4431

    Natural Gas Distributor

    • AltaGas Utilities Inc. - 1-866-222-2068
    • ATCO Gas & Pipelines Ltd. - 1-800-511-3447

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© 2018 Direct Energy. All Rights Reserved. Direct Energy and the Lightning Bolt design are registered trademarks or trademarks of Direct Energy Marketing Limited in the United States and/or Canada used under license, as applicable.

All customers are free to purchase natural gas services from the default supply provider or from a retailer of their choice and to purchase electricity services from the regulated rate provider or from a retailer of their choice. The delivery of natural gas and electricity to you is not affected by your choice. If you change who you purchase natural gas services or electricity services from, you will continue receiving natural gas and electricity from the distribution company in your service area. For a current list of retailers you may choose from, visit www.ucahelps.gov.ab.ca or call 310-4822 (toll free in Alberta).

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