See the FAQs below for more information.
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.
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.
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.
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.
ATCO has already temporarily disconnected services to areas that were a potential safety risk.
ATCO has not made plans to adjust charges at this time.
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.
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
Higher than expected bill charges can be the result of a few key factors including:
*1 GJ equals approximately 26.85 m3