Click here for Utility Payment Deferral Program information and other helpful COVID-19 resources.

COVID-19 Support for Our Customers

We are here to help, but please note that due to the impact of COVID-19 on our team and customers, you may experience a longer wait than usual. For faster and easier service, you can use our automated phone system or log in to your Online Account.
If you have questions, you've come to the right place.

We know this is a stressful time. We are committed to ensuring that you have access to the services and support you need, no matter how extreme the circumstance. If you have questions about managing your account during COVID-19, we encourage you to look at the topics below for helpful information:

Utility Payment Deferral Program

We are proudly working with the provincial government to help Albertans experiencing financial hardship. Any residential, farm or small business customer who is unable to pay their utility bill as a direct result of the COVID-19 health crisis can postpone their payments until June 18, 2020.

Below are some answers to your questions about the program:

How does the Utility Payment Deferral Program work?

If you are a residential, farm or small business customer you automatically qualify for the program and can postpone making payments on your account without penalty up to June 18, 2020. Under this program you will not be disconnected for non-payment and you will not be charged late payment fees. Please note that you will need to pay your deferred (postponed) bills after the program ends on June 18, 2020. If there are any changes to the program, we will keep you informed on this website.

How do I register in the Utility Payment Deferral Program?

Registering for the program is fast and easy.

You can register by:

  1. Logging into your Online Account.

If you haven’t set up your Online Account yet, now is a great time to get set up, and you can do so here.

If you need assistance, we've created this helpful step-by-step-guide.

  1. Calling our automated phone system. There are just 4 quick steps to postponing your payments through this system. Be sure to have your account number ready (the 11-digit number on your bill that starts with 76 or 77).
  1. Call 1-866-420-3174
  2. At the menu, select "Payment"
  3. Next, select "Extension"
  4. Follow the prompts given by the system to complete your payment deferral
  1. You can also email us at DERSAlbertaHelp@directenergy.com . Please note, it may take a little while to hear back from us. We appreciate your patience as our agents work hard to assist our customers in this difficult time.

When you send us an email please remember to include:

  • your full name
  • account number (the 11-digit number from your bill that starts with 76 or 77)
  • the telephone number associated with your account
  • please indicate that you would like to enroll in the Utility Payment Deferral Program.

Will I receive confirmation that I am on the Utility Deferral Program?

If you register through your Online Account, the system will confirm your registration.

Once you complete the payment arrangement, you will see your new payment due date and amount owing which confirms your registration in the Utility Payment Deferral Program.

If you register through the automated phone system you will hear a confirmation when you postpone your payments.

If you email us, you will receive an email or call from one of our customer service agents to confirm your registration.  

We will provide confirmation as quickly as possible. Please rest assured that you will not be charged late payment penalties or be disconnected while awaiting confirmation of your registration.

Will I continue to receive a bill?

Yes, you will continue to receive your bills as you normally would. Please note that late payment fees will not be charged.

 What happens after June 18, 2020?

We are working with the government and the Alberta Utilities Commission to create a repayment plan for customers registered in the Utility Payment Deferral Program.  Please check back here for the latest information as it becomes available.

It is important to note that under the Utility Payment Deferral Program you will still need to pay your balance at the end of the program. We suggest that you continue to make the payments you can between now and June 18, 2020 in order to keep your outstanding balance to a minimum.  

The Government of Alberta has created a Utility Payment Deferral Program webpage with additional details that you may find helpful. To access it, click here.

Using or Setting-Up Online Account Services

Our Online Account Services portal provides the fastest and easiest way to manage your account. You can:

  • Register for the Utility Payment Deferral Program
  • Start or stop a Reoccurring Payment Plan (automatic payments)
  • Review your bill and make payments
  • Move your services
  • Update contact information so that we can keep you informed and updated, and much more.

If you haven't set up your online account yet, you can do so here.

If you need assistance, we've created this helpful step-by-step-guide.

Managing Your Payments

We understand you may be facing many different challenges right now. With uncertain times ahead, you might be wondering whether you should make a payment on your account, and if so, how much. Even if you have registered in the Utility Payment Deferral Program, we encourage you to pay what you can so that you do not get too far behind in your payments. We do not want you to be faced with increased hardship caused by a very large or unmanageable account balance on June 18, 2020, when the program ends.

There are several ways you can make payments:

  • Your Online Account
  • Our automated phone system at 1-866-420-3174
  • Your bank's web or telephone banking system
  • By mail to the address below:

Direct Energy Regulated Services 
P.O. Box 1520, Station M 
Calgary, T2P 5R6

 Please note we accept Visa, Mastercard and American Express.

How to Contact Us

Phone

You can call us at 1-866-420-3174 to speak to a customer care agent, or to use our automated phone system.

Our agents are available from 7 a.m. to 9 p.m., Monday to Friday, 8 a.m. to 4:30 p.m., Saturdays - excluding statutory holidays.  Due to the impact of COVID-19 on our team, communities and customers, you may experience a longer wait time than usual. 

Online

If you’re looking to manage or make changes to your account, our Online Account Services portal is always available. To login or register for your Online Account click here.

Email

Alternatively, you can email us at DERSAlbertaHelp@directenergy.com and we’ll respond as quickly as we can.

If you send us an email, or leave us a voice message, please remember to include:

  • Full name
  • Account number (the 11-digit number from your bill that starts with 76 or 77)
  • Telephone number associated with the account
  • Reason for your inquiry

Where to Learn More

Frequently Asked Questions - Visit our Frequently Asked Questions page for questions on billing, our services, and more.

Customer Support - This page serves as the hub for all of our customer care resources. You'll find a comprehensive collection of links to assist you with your customer support needs.

For additional information about COVID-19, please visit the AHS website.

Information during this time is more critical than ever. We will continue to monitor all aspects of COVID-19 closely and will keep this website updated with the information you need.

Thank you for your patience and for being a Direct Energy customer. We’re all in this together.

Still have questions? Contact us or check out our general FAQ.