I've received a Pending Disconnection Notice, what does it mean?

If you've received a Pending Disconnection Notice, it means your Direct Energy Regulated Services account balance has been past due for at least 60 days. Payment is required to ensure you continue to receive service.

We care about our customers and are committed to doing all we can to support you. Below is a helpful list of options to assist you in avoiding disconnection:

How do I avoid disconnection?

Please make an immediate bill payment: 

  1. Sign in or set up an Online Account and make a payment.
  2. Make a one-time payment using our online Quick-Pay option. 
  3. Use our automated phone system (1-866-420-3174), available 24 hours per day.

I can't pay for my entire bill but don't want to be disconnected; what can I do?

We know that extenuating circumstances can lead to difficulty paying bills, and we are here to work with and support our customers during these times. You can request a payment arrangement.   

Your account status must meet the following criteria to be eligible for a Payment Arrangement:

  • Your account must be active.
  • Your account cannot include any pre-existing payment arrangements.
  • Your account cannot have any previously broken payment arrangements in the past 12 -months.
  • The date of the request for a payment arrangement cannot be past the date of disconnection noted in your Pending Disconnection Notice.

If you meet the above criteria, you can make a Payment Arrangement by calling the Direct Energy Regulated Service Customer Care team at 1-866-420-3174.

Are there other options to help me avoid disconnection?

For a list of Alberta social service agencies that may be able to provide you with assistance with your energy bill, click here.

Once your account balance is up-to-date, please check out Direct Energy Regulated Services payment plans to help make it easier to budget for and pay your energy bills.

Click here for more information about pending disconnections.