Direct Energy ®

Customer Frequently Asked Questions

I was notified that I have to select a retailer or my business account will be transferred to Direct Energy Business (DE Business). Why is this happening?

DERS supports customers that are eligible for the Regulated Rate Tariff which requires an annual usage of less than 250 000 kWh. If your business’ annual usage exceeds this amount, you are required to either select a competitive retailer or be serviced by the Default Supplier in the ATCO Electric service territory. In this instance, the Default Supplier is Direct Energy Business. Direct Energy Business will be your provider of service and billing if you don’t enter into a contract with a retailer.

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How do I sign a contract? Do I have some choices for energy?

You do not have to sign a contract for Default Supply energy. If you are interested in signing a contract, a complete list of all retailers can be found on the customer choice website at www.ucahelps.gov.ab.ca.

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If I don't sign a contract, how will the transition to DE Business affect me and my business?

Your Default Supply electric bill will come from Direct Energy Business. A representative of DE Business will contact you to discuss the transition and ensure any requirements to receive the Default Supply service are met. Details of the Default Supply service are contained in the Terms and Conditions.

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Can you please explain to me who is now responsible for what?

Direct Energy Business buys the energy you use, ATCO Electric delivers the energy to your door, and Direct Energy Business (Default Supplier) sends you your monthly energy bill.

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If DERS will no longer be my billing and service provider, do I have to pay my last DERS bill?

Yes. You must still pay for the energy that you have used. DERS will continue to send you a bill for as long as you have any amounts owing. Due to the electricity settlement process, you may receive DERS bills for several months after the transition. These will reflect adjustments of billed usage to the date you have switched to a retailer. These will be separate from your Direct Energy Business bills for current charges.

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How will this change affect my rates/total bill? Will I be paying more per month?

Direct Energy Business will provide customers at the Default Supply rates based on the market price for energy. To cover the costs of such items as billing and customer care, an administration fee schedule will be applied as per the Terms and Conditions (pgs 29-30).

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Will I have to change things at my bank for my Recurring Payment Program, internet or telephone banking?

Yes. As a result of the change, your business will have to register Direct Energy Business with your financial institution for electronic payments. Otherwise, you can pay your bills by cheque. If you pay by cheque, please make it out to Direct Energy Business.

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How do I pay my bills electronically over the internet?

When using electronic bill payment, please use the following biller ID (for all banks EXCEPT Scotiabank): DIRECT ENERGY BUSINESS SERVICES-AB

Due to limitations of character length, Scotiabank will be using the following biller ID: DIRECT ENERGY BUSINESS SERV-AB

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I have a security deposit with DERS. When do I get my security deposit back?

You have 2 options. You may choose to receive your security deposit back from DERS minus any amounts that may be outstanding after your final bill or you can authorize DERS to transfer the amount to Direct Energy Business.

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Will ATCO Electric still respond to emergency situations?

Yes. You will still contact ATCO Electric directly for these services. Please continue to call ATCO Electric for all your power emergencies.

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