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Important Notices

See the FAQs below for more information.

Frequently Asked Questions

Flooding in Northern Alberta

At this time, all mandatory flood-related evacuation orders have been lifted for the Regional Municipality of Wood Buffalo and Mackenzie County.

Direct Energy will not charge late fees or bill-related disconnections for homes, farms or small businesses at this time. If you are worried about finances or need any assistance, we encourage you to give our customer service agents a call at 1-866-374-6299 so we can determine the best way to support you.

Flood FAQs

I may have some bills at my house that I haven't paid yet. How do I get a copy?

You can get a copy of your bill by logging in to your Online Account . If you haven't set up your online account yet, you can do so here. You may also phone our customer care line and a representative can arrange to mail a copy to your temporary address.

I don't know when I'll be able to pay my bill. What should I do?

We understand the hardship this situation has caused. Due to the circumstances around COVID-19, we have implemented a Utility Payment Deferral Program, which allows you to defer payments until June 18, 2020. If you are interested in this program you can register by logging in to your Online Account , by calling us at 1-866-374-6299, or by sending us an email.

I won't be able to make any payments to my account. Will I be assessed any fees?

We would like to assist you during this difficult time, and we will not charge any late payment penalties. If you would like to make payment arrangements, we would be more than happy to discuss the Utility Payment Deferral Program with you.

Will my service be disconnected?

ATCO has already temporarily disconnected services to areas that were a potential safety risk.

Do I have to pay for my service while I am evacuated?

ATCO has not made plans to adjust charges at this time.

I need to have services shut off at my property (due to construction, need a temporary shut off, etc.). Am I still able to request this?

Yes, you can still request for a service site to be de-energized. Requests will be actioned by ATCO depending on availability and safety of their crew.

Avoid Utility Scams

Please be aware that fraudsters are targeting utility customers to gain funds or personal details. Customers should remain vigilant against fraudulent phone calls, text messages, emails, or websites.

At no time will you receive a phone call, text message, or email from us demanding payment be made that day to avoid disconnection or utility interruption.

If you are suspicious about a communication you received, do not engage the sender or caller; refer to your invoice for our official contact information.

We regret that some customers have fallen victim to fraudulent activity. Sophisticated methods are being used by scammers, including fake call display names, text handle names, or email addresses.

Remember, we will not contact you and "Phish" for personal information, banking information, or credit card details.

For more information on how to stay safe or to report fraud, contact the Canadian Anti-Fraud Centre at 1-888-495-8501 or visit http://www.antifraudcentre-centreantifraude.ca

Why is my bill so high?

Higher than expected bill charges can be the result of a few key factors including:

Cold Winter Temperatures 

  • December and January are historically the coldest months in Alberta, with January being the coldest of all. Cold weather usually means more natural gas and electricity usage.
  • The majority of consumers use the most natural gas and/or electricity during these two months with the average January natural gas usage being approximately 20 GJ/month and electricity usage being approximately 700 kWh/month.
  • If you notice that your usage is higher than expected, compare your bill to the same month in a previous year, to determine if it is a seasonal, temperature-driven fluctuation.

Federal Carbon Tax

  • Beginning January 1, 2020, the Canadian Federal Government will be imposing a federal carbon tax on natural gas customers living in Alberta. The tax is applied to fuels that emit greenhouse gases when combusted, including the natural gas used to heat your home or business.
  • The amount you pay is based on the amount of natural gas you use. The Federal Carbon Tax will be charged as follows:

    • January 1, 2020 – March 31, 2020 3.91 cents per cubic meter
    • April 1, 2020 – March 31, 2021 5.87 cents per cubic meter
    • April 1, 2021 – March 31, 2022 7.83 cents per cubic meter
    • April 1, 2022 – March 31, 2023 9.79 cents per cubic meter
    •  *1 GJ equals approximately 26.85 m3

  •  The average residential customer can expect their annual heating cost to increase by 6% per year for the next three years. Commercial customers can expect an annual increase of 10% per year for the next three years.

Other Factors:

  • Changes in the home: If you notice an increase in your energy usage this could be due to a change in the home such as keeping the thermostat at a higher temperature, adding or changing appliances, house guests, or not keeping up with furnace maintenance and filter changes. The addition of a portable electric heater, hot tub or a gas or electric fireplace should be expected to increase usage.
  • Changes in natural gas price: Natural gas rates are based on the price of wholesale natural gas in Alberta. The price of natural gas in Alberta is impacted by many different factors, including supply and demand, the economy, world events, currency exchange rates, and weather. Unusually hot or cold temperatures can affect energy rates, as can extreme weather events such as fires, floods and hurricanes.
  • Find energy efficiency tips at: www.directenergy.ca/learn