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 Frequently Asked Questions for North America

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  • Sign Up with Direct Energy

    • How can I become an authorized account user on a Direct Energy account?

      To become an authorized account user on a Direct Energy account, the current account holder must make this request by contacting our Customer Care center at 1-866-374-6299 and providing your name to be added to the account.

    • When will my service with Direct Energy begin?

      Your service will begin when your local utility company conducts your next meter read date after your switch to Direct Energy has been processed by the utility company. This change will be reflected on your bill within 1 to 2...

    • What if I am tax exempt?

      You should fax your completed tax exemption certificate to our Customer Care Center at 1-800-457-9686 or mail us a copy of the certificate to the following address in order to process your exemption: Direct Energy PMB #51,...

    • Why does the utility company allow me to switch to Direct Energy?

      After deregulation, state commissions no longer allowed utilities to profit from supplying natural gas and electricity to you. Utilities can, though, make a profit on the distribution portion of your commodities. , your decision...

    • What happens to my service after I switch to Direct Energy?

      If you do choose to switch your service away from your local utility company to Direct Energy, your local utility company will continue to deliver your electricity and/or natural gas to your home, read your meter, send you bills,...

  • General Questions

    • What is the role of my local utility company?

      Your local utility company delivers the electricity that flows into your home. The utility company is responsible for the lines, poles, pipes, meters, power outages, repairs, and other issues with how energy gets to your home....

    • What kind of energy sources does Direct Energy use?

      Direct Energy purchases power generated from a variety of sources including natural gas, coal, and nuclear. For our customers who choose a green plan or the "Make It Green" option, we purchase Renewable Energy Credits (RECs)...

    • What is Renewable Energy?

      Also known as Green Energy, Renewable Energy is electricity generated by naturally sustainable fuel sources instead of being generated from fossil fuels (coal, natural gas, etc.) or nuclear technology. Examples of renewable energy...

  • What to Know As a Customer

  • Glossary

    • What is a non-recurring fee?

      Non-recurring fees are charges from your local distribution utility, or Transmission and Distribution Utility (TDU), such as Oncor Electric Delivery, CenterPoint Energy, and Texas New Mexico Power, and may include items such as...

    • What does kWh mean?

      The term "kWh" stands for kilowatt-hour and is the unit of measurement for your electricity use over time.

    • What are distribution charges?

      These are the fees that your local utility company charges you to deliver the electricity or gas supply to your location .These charges are assessed in addition to the cost of electric or gas generation service. Your utility company...

    • What are transmission charges?

      These are charges assessed by your local utility company on your bill for the cost of moving high voltage electricity from the facility that generates that electricity through the distribution lines of your electric distribution...

    • What is a Therm or CCf?

      The term "Therm" (also called "CCf") is the unit of measurement for your natural gas use over time. In most areas, this is the unit visible on your utility bill for your natural gas usage on any given billing cycle.

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