Customer Support

We’re here whenever you need us.

If you have questions about your service, billing, or any other concerns, we're here to help.

Direct Energy

For Your Home

Account Numbers Starting With 78

Phone: 1-866-374-6299
Fax: 1-866-374-6199

Mailing Address:
Direct Energy
PO Box 1515, STN M,
Calgary, AB T2P 4K2

For Your Business

Commercial Electricity & Gas

Account Numbers Starting With 64
Phone: 1-866-867-8167 (Mon - Fri, 8:00am - 6:00pm MST)

Default Supply Customer Support:
Account Numbers Starting With 21
Phone: 1-866-465-1262

Default Supply Mailing Address:
Direct Energy Default Supply
PO Box 1510, STN Central,
Calgary, AB T2P 2L6


Direct Energy Regulated Services

For Home and Commercial

Account Numbers Starting With 76 or 77

Phone: 1-866-420-3174
Fax: 1-877-420-3777

Mailing Address:
Direct Energy Regulated Services
PO Box 1520, STN M,
Calgary, AB T2P 5R6

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Payment Options

Pay your bill online, by mail, through Auto Pay, and more. We have multiple payment options, including assistance programs, to pay your bill and manage your Direct Energy account.

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Auto Pay

Save on postage and cheque-writing costs, and your payments will always be on time, even when you're away when you sign up for Auto Pay. For more details about Auto Pay visit our Payment Options Page.

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No Service Notice

If you’ve received a No Service Notice from Direct Energy, we are here to help you. You can make a payment through your Online Account or reach out to us for other options. 

Avoid Disconnection

If you’ve received a Disconnection Notice from Direct Energy Regulated Services, we are here to help you. You can make a payment through your Online Account or reach out to us for other options. 

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Multiple Sites

If you want to consolidate multiple sites into one account, please download the appropriate form and send it in with your payment. 

Direct Energy

Direct Energy Regulated Services

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Have questions about your bill or energy usage?

If your energy bill is higher than usual, and you're NOT on Average Billing, it is likely due to one or more of these reasons: 

  1. Your billing period has changed: If your bill is higher than usual, check the billing period dates for that cycle. We do our best to provide you with a consistent billing period of about 1-month. But, sometimes, there are delays in receiving consumption information from the distribution company. These delays can result in a longer billing period.  More days in the billing period will show more consumption, increasing your energy, administration, distribution and government charges. Also, if this is a final bill or if there is a missing invoice, the billing period may be longer than usual. 

  2. Extreme hot or cold weather : Exceptionally cold or hot periods during the year lead to more energy usage. A typical residential customer during January consumes 20 GJ per month. However, extraordinary cold spells coupled with more time spent at home could typically contribute to higher usage than that estimate.  We turn up our furnaces or air conditioning units to stay comfortable! Cold temperatures will have an impact on both electricity and natural gas bills. However, hot temperatures are likely only to impact electricity bills as the furnace doesn't run during these times.  

  3. Distribution charge increases : When you use more energy, not only will your energy charges increase, but your distributor charges will also increase. This increase is because transmission and distribution charges have a variable component. Therefore, the more energy you use, the higher they will be. For natural gas bills, higher usage will also result in a higher Federal Carbon Tax because the government charges it per GJ. 

  4. Increased energy consumption : With colder weather, energy use generally increases. Your furnace must burn more natural gas to keep your home at the same temperature as on mild days. Electricity operates the furnace's fan, while electric heat and space heaters will also increase your electricity usage. Shorter days in the winter will also result in using the electric lights longer.  

  5. Other changes that can increase energy consumption: Other changes in your home environment, like turning up the thermostat, running the AC more regularly, and adding or changing appliances (i.e. hot tub, electric fireplace, air conditioner), can increase consumption. In addition, having house guests or not keeping up with furnace maintenance and filter changes can result in higher energy bills.  You can view our energy-saving tips here. 

  6. An increase in the price of regulated natural gas or electricity : Even if your usage remains the same, regulated natural gas and electricity prices fluctuate monthly. Fluctuations can happen due to weather, increases or decreases in use, world events and supply and demand factors.  If the commodity price increases while your usage remains constant, it will result in a higher bill. Remember that our regulated rates are reviewed and approved by the Alberta Utilities Commission to ensure they are fair. 

If you haven't selected or are no longer receiving service from a different retailer or supplier for your natural gas or electricity services, Direct Energy Regulated Services automatically becomes your supplier.  

We purchase electricity and natural gas on your behalf in the competitive energy marketplace and supply it at a regulated rate that is reviewed and approved by the  Alberta Utilities Commission (AUC). As your supplier, we are also responsible for billing and customer service. 

It's quick and easy! Just transfer your existing Direct Energy service online. First, log in to your Online Account with your username and password. Once logged in, the "Transfer Service" link should be on the top navigation menu. When you click that link, you'll receive prompts to provide the following information: 

  • What date would you like to stop service at your old address? 

  • What date would you like to start service at your new address? 

  • What is your new address? 

  • After you click the button to confirm your transfer information, you'll see plan options and the current rates for those plans in your new service area. 

If you cannot process the transfer online or don't see the "Transfer Service" link or the plan option you want, please call Customer Service at 1-866-374-6299 for assistance. 

 Moving within Canada? Find helpful moving tips here.  

You can easily transfer your services through your  Online Account. Once you log in, you can either click the "Move or Transfer" button below your account overview. Or you can click the menu and select "Move or Transfer Service" under "Manage Services" and follow the steps.  

Or you can let us know you are moving by calling us at 1-866-420-3174. If you let us know about your move about one week before you move, we can transfer your account to your new address. Then it's one less thing you must worry about! 

Still need help?

If you need more information, please feel free to contact us directly. We are available to answer your questions and look forward to speaking with you.

Have a question about a plan or need help placing an order?

Call us: 1-866-374-6299

Hours: 7:00am - 9:00pm MST (Monday-Friday), 8:00am - 4:30pm MST (Saturday),
Closed Sundays